BitStarz Casino - Player’s winnings were confiscated.

I have played at Bitstarz since October 2022. I have deposited over $10,000.00 in bitcoin and made a few withdrawals without any problems. i hit a big bonus and made an $8000.00 withdrawal and they wanted me to submit docs so i did. 2 hours later, my account was frozen and i was told i wont be getting my winnings or my deposits back, they would offer me my last deposit of $100.00. Reason: my account was linked to an account that had been selfexcluded. I share and bitcoin wallet with an exboyfriend who lives in the US and I live in Vancouver BC. He stopped playing and self excluded himself and they linked us together because we have a joint bitcoin wallet we both use. I read the terms and it says nothing about not being allowed to use the same bitcoin wallet with someone who has selfexcluded themself. I have never self excluded myself. I want my winnings of $8000.00 or my deposits of 10,000.00 refunded. I was told the decision was final and case closed, without any consideration for this unique situation that my account was flaged for by your system.

Dear BARRYBINGER,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask a few questions so I better understand the situation. Could you please explain when exactly your ex-boyfriend self-excluded from the casino? Were your deposits made exclusively via the joint bitcoin wallet? Are you able to prove it’s a joint account?

Looking forward to hearing from you.

Best regards,

Tomas

Let me be clear, i only have 1 account which is Dpdiscreetfunla and I have never played on any other account at bitstarz.

My exboyfriend admitted to me that he had selfexluded himself from playing at bitstars because he never won, I think it was a year ago. He also admitted that a couple of months later, he felt like playing again and he opened a new account. He also said that he contacted vip support about a bonus and they asked him how he got their email and he said from my old account. He said he was honest about opening the second account and didnt think it was a big deal. He said they closed his accounts and he never played at bitstars again.

I share the same bitcoin wallet because we never sorted it out when we broke up and that is the only way you could have linked me to him.

WHEN I WANTED TO PLAY I WOULD JUST CALL HIM AND TELL HIM TO DEPOSIT MONEY FROM ONE OF HIS WALLETS WE SHARED, THAT HOLDS MY BITCOIN. I GAVE HIM MY BITSTARZ BITCOIN ADDRESS THAT WAS ASSIGNED TO MY BITSTARS BITCOIN WALLET, ATTACHED TO MY BITSTARZ ACCOUNT AND HE WOULD DEPOSIT MY BIT COIN INTO MY ACCOUNT AND I WOULD PLAY AT MY HOUSE IN VANCOUVER. IN EARLY JANUARY, HE TOLD ME HE HAD DEPOSITED OVER $10,000.00 OF MY BITCOIN INTO MY BITSTARZ ACCOUNT OVER THE PAST 3 MONTHS, BECAUSE HE WAS WORRIED I WAS GAMBLING TO MUCH. I REALLY DONT CARE IF YOU CLOSE MY ACCOUNT IF YOU DONT WANT MY BUSINESS, BUT YOU CANT KEEP MY $10,000.00 IN DEPOSITS AND KEEP MY $8000.00 IN WINNINGS, WHEN I NEVER HAD MORE THAN THE ONE BITSTARZ ACCOUNT AND I NEVER SELFEXCLUDED MYSELF. THE FACT THAT YOU WANT TO TAKE MY MONEY I DEPOSITED OVER 3 MONTHS TIME OF 10K AND YOU WANT TO KEEP MY WINNINGS OF 8K, BECAUSE I SHARED A WALLET WITH ANOTHER PERSON, IN ANOTHER COUNTRY WHO HASNT PLAYED AT YOUR CASINO SINCE HE TOLD YOU HE MADE A SECOND ACCOUNT AND YOU CLOSED IT, HAS NOTHING TO DO WITH ME. I LOST 10K IN DEPOSITS BEFORE I FINALLY WON 8K. NO ONE MENTIONED ANY CONCCERNS WHEN I HAD MADE MY SMALL WITHDRAWALS AND CERTAINLY NOT WHEN I MADE 100 DEPOSITS. I FEEL LIKE YOU JUST DONT WANT TO PAY ME AND YOU ASSUMED I WAS THE PERSON I SHARED THE WALLET WITH, THAT I USED TO DATE. YOUR SYSTEM IS FLAWED TO FLAG SOMEONE FOR THAT REASON AND I AM SURE YOU COULD HAVE EASILY KNOWN I WAS PLAYING IN VANCOUVER, SEEN MY VERIFIED DOCUMENTS AND PAID ME WHAT I WON. I WAS DEPENDING ON THAT MONEY TO SUPPORT MYSELF AND YOU HAVE NO IDEA THE HARDSHIPS IM EXPERIENCING FOR DEPOSITING $10,000, THINKING IF I WIN, YOU WOULD PAY ME.... BECAUSE I PAID YOU TO PLAY.

I was just checking to see if you had any news on my case. I did take the time to read the terms and conditins before i started playing at Bitstarz. I remembering reading about the selfexclution, i never even knew that excisted before reading about it. I never requested bit starz to exclude my 1 and only account. i remebered the multi account rules. I would never open a second account to play, knowing it could jeopardize withdrawing my winnings. I dont understand why anyone would not just go play at the thousands of other casinos. My account was in good standings with 100 depsits and a couple withdrawals. I have only 1 account and have never played on any other. These accusations are false and came up only upon winning and attempting to withdrawal. a large amount. i just hope they are a fair and honest casino. because I put $10,000.00 into bitstarz with expecctation that they would pay me if i won. I have screen shots of my winning game, it was amazing! $12,000.00 on a 25 cent spin. I had fun playing with $4000.00 of it and happy I was withdrawing $8,000.. I appreciate all your help. i hope they figure out its the person whom i shared bitcoin wallet, who admitted he did both offenses and told them he did, before they even asked him about it. sorry for repeating myself but I want you to know the truth, they got it wrong. I hope they do the right thing and pay me my winnings.

Dear BARRYBINGER,

Could you explain what is the name of the person who owns the bitcoin wallet? Are you both designated as beneficiaries of the bitcoin wallet?

Could you explain how could your boyfriend deposit in your own account? Did your boyfriend have access to your casino account?

TO ANSWER YOUR QUESTIONS,

WE USED SEVERAL JOINT BITCOIN WALLETS, IN BOTH OUR NAMES WHEN WE WERE DATING.

MY EXBOYFRIEND HAD A FEW OTHER BITCOIN WALLETS IN HIS NAME AS WELL.

ANYONE, ANYWHERE, AT ANY TIME, WHO HAS A BITCOIN WALLET WITH BITCOIN IN THEIR ACCOUNT,

CAN DEPOSIT MONEY INTO MY BITSTARZ ACCOUNT, AS LONG AS THEY HAVE MY BITSTARZ BITCOIN WALLET ADDRESS TO SEND IT TO. THAT IS HOW HE DEPOSITED MONEY INTO MY BITSTARZ ACCOUNT.

NO ONE HAD ACCESS TO MY BITSTARZ ACCOUNT BUT ME AND I ONLY HAVE 1 BITSTARZ ACCOUNT AS STATED IN THE TERMS AND CONDITONS, PLAYERS ARE ONLY ALLOWED TO HAVE ONE ACCOUNT.

IM ASSUMING ITS THE BITCOIN WALLET WE SHARED THAT LINKED ME TO HIS ACCOUNT, BUT IM NOT SURE.

CAN YOU FIND OUT WHY THEY THINK IM LINKED TO ANOTHER ACCOUNT AND WHY? SO I CAN GIVE YOU THE THE INFORMATION YOU NEED TO PROVE THEY ARE WRONG AND BE ABLE TO GET MY WINNINGS I WON?

WHEN BITSTARZ FIRST TOOK MY $8000 WINNINGS AFTER TAKING MY $10,000 IN DEPOSITS, THEY USED THE REASON I WAS LINKED TO AN ACCOUNT THAT WAS SELFEXCLUDED, THEN THEY SAID I WAS LINKED TO HAVING MULTIPLE ACCOUNTS. CAN YOU FIND OUT WHY THEY THINK IM LINKED TO EITHER ONE SO I CAN PROVE I AM NOT?

Hey Tomas,

I am very grateful for all your help. I just notice you only respond ever 4 days to cases. Is there anyway my case could be transferred to a Full time Casino Analyst & Complaint Specialist, to be able to resolve this faster? I would be happy to pay for your services. I mean no disrespect, I just know I dont have multiple accounts and never self excluded and I want to know the reason they think I do, to take my 8,000.00 in winnings so i can prove them wrong and get my winnings i deserved.

Thank you for your comment and explanation, BARRYBINGER. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply promptly to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

In this case, however, I believe it would be indeed best to learn more details about the case from the casino, therefore I will transfer your complaint to my colleague Adam (adam.m@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.  

Hello BARRYBINGER,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please provide more information regarding the player's apparent use of multiple accounts?

Kind regards,

Adam

Hi guys,

Adam, shall I share a google doc with you?

Olle

My account was in good standings, making $10,000.00 in deposits and a couple small withdrawals over 3 months time. There is no reason you have to link me to another account and take my $8000,000 in winnings.

LINKING MY ACCOUNT TO MY EXBOYFRIENDS ACCOUNT IS not justified, but he said there was no fraud associated with his account with bitstarz to begin with.

My exboyfriend was straight forward and honest about him self-excluding himself 1 year ago, he wanted to play 2 months later, opening up a second account, not knowing it was not allowed, He HIMSELF, contacted vip customer support about a bonus and telling them he got their email from his first Bitstarz account, before they asked or knew about him having a second account. He had no idea it was not allowed and was honest and told them about it. He was then told that was not allowed to have 2 account and they closed both accounts and he never returned again. This is the the account they linked me to. There was no fraud at all from this account they linked my account.

They did accept $30,000.00 to $50,000.00 in his money he deposited, never winning, before they closed his accounts. BITSTARZ made a huge profit off of this account they are linking my account to, before closing it, not because of fraud but because of information he provided to them, because he did not know your rules about multiple accounts.

I did not open my account with Bitstarz until I moved to VANCOUVER, BC, AFTER I broke up with my boyfriend. Bitstarz has linked my to an account with my exboyfriend's 2 closed accounts that were closed in good standings and because I used to date and spend time with this person they linked my account to, both in his home in the US and Canada,

I am requesting that I have the opportunity to provide a reasonalbe explaination and proof, to refute any evidence that BITSTARS FEELS THEY CAN USE AGAINST ME TO LINK MY ACCOUNT TO HIS CLOSED ACCOUNTS, FROM ANY INFORMATION THAT GOOGLE DOCUMENTS HAS PROVIDED.

Hi Barry,

Could you confirm your ex boyfriends name and date of birth?

Olle

Hello Olle,

Please do share the document and any information that may be relevant.

Dear BARRYBINGER,

Please address the casino's request and confirm your ex-boyfriend's details.

Kind regards,

Adam

Hi Adam,

Will do 🙂

Olle

Dear BARRYBINGER,

The casino has provided evidence to us that some of the documents you have supplied to them are of questionable authenticity.

Due to this, I am afraid that we can no longer assist you with this case and the complaint will now be rejected.

I am sorry we could not have been of more help on this occasion.

Kind regards,

Adam