BitStarz Casino - Player's winnings have been confiscated.

Today I was shocked to hear that my whole winnings on this platform were confiscated. As reason they stated that I was not eligible for the welcome bonus that I had received. I have never heard something so ridiculous. I really trusted this Casino but they are just stealing my money. If I really wasn't eligible for some reason they shouldn't have given me the bonus simple as that. But they decided to let me risk it all and in case I win I was not eligible which is nonsense.

They have already payed me back my deposit of 0.04Btc but the remaining 0.048Btc they have simply deleted from my account. Never experienced something so ridiculous and I really didn't exect that with their perfect ratings.

Dear luggef3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of the promotion you accepted and played?
• What country is filled in your player's profile?
• Could you please share your communication with the casino with the justification for not paying you the winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I attached the Screenshot of my promotion, I used the first deposit bonus.

My home Country is Germany, I also only ever played from Germany, if I used VPN it was in Germany as well.

So their explanation was

"we found a linked account via your IP/device/household that had already taken part of the welcome package, so therefore it's not available for you as well."

It is bizarre. I don't know anything about that. I just want my fair won winnings. I will also upload the rest of my communication with the Casino. 

Thank you very much, luggef3, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear luggef3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Branislav,

as far as I can see there were no open questions left. To be honest, I was actually waiting for you to continue with the complaint.

Hello, luggef3,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. As for my previous post - I apologize for the inconvenience caused. It looks like by some mistake, the timer was not left on me/casino.guru but on you (therefore I did not notice the case), so the system automatically added here the response in my name after a 7-day period expired without any response from you. We are humans, and we are not infallible, so a mistake may occur from time to time. Please take the previous post as completely irrelevant.

Allow me to fix it now - I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BitStarz Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi all,

I've look at this from my end.

As for the player, I see he's using a VPN when he's playing, which obviously causes a bit of issues with the 1 welcome bonus per IP thing. I will make an exception on these occasion as I don't see any signs of systematic abuse from a group.

That said, I recommend that the player is more careful in the future so this doesn't occur here or in other casinos 🙂

The confiscated funds are in the player account.

Olle

Hi all,

I can confirm that my full winnings are back on my account. I want to thank both you Branislav for making this possible and Olle for handling this quick and professional.

With pleasure 🙂!

What great news, guys!

Thank you, Amy, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you, Olle and BitStarz Casino, for your help and cooperation! If only all casinos took the same approach to handling similar complaints as you do!

Have a nice weekend!

Best regards,

Branislav, Casino.guru