BitStarz Casino - Player’s winnings were confiscated.

I signed up for Bitstarz tonight and received a welcome bonus. It was small, 20 free spins, which I played while I waited for my deposit of $147 to reach my account. I didn’t win much on the free spins but once my deposit hit my account I tried a couple of games and started winning. I ultimately cashed out what converted to about $2000. The cash out took a while which my friend said was uncommon so eventually I checked back and was told "congratulations on your withdrawal". After even more waiting I checked again and saw my withdrawal had been canceler with the reason stated that my welcome bonuse was invalid because there was a link to another account, either by household, email, phone number, bank account, or IP address. But I am a first time player! The casino canceled my withdrawl of around $2000, and left me with only the initial $147 I deposited.

Dear edsmith13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the bonus money or the real money deposit to your knowledge?

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

Hi Tomas, thanks for getting back to me. Yes it is possible that someone at that address had set up a Bitstarz account previously. I am visiting friends for the holidays and heard about Bitstarz from a friend whose roommate used to play. But she hasn’t lived in the house for a long time, well over a year I think) and I don’t know if she even played while living here or not or if she still plays.

I don’t believe I completed a verification? I was asked to verify some information but I think I saw the canceled withdrawal before I could submit and didn’t end up submitting at all.

The win was played on real deposit money. I was still under welcome package as it is a multiple day/multiple deposit bonus, as I understand it, but I had already wagered the amount necessary to withdraw and was well into play using real money.

thanks Tomas hope this helps!

Hi Tomas I have just submitted my deposit and bonus history from that day (Nov. 22/Nov. 23). I don’t know if it helps but it’s there if you need to reference it.

thanks again!

Thanks for the clarification.

Please forward me the correspondence you received from the casino with the justification for voiding your winnings. My email is tomas@casino.guru

Include any other recent relevant correspondence as well.

Hi Tomas, I just submitted the two emails from recording bit stars regarding the withdrawal.

Thank you very much, edsmith13, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you edsmith13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi everyone,

Absolutely, happy to bring some clarity to this case.

@Peter, hope all is well. Could you provide your email so I can submit the background info?

Olle

Please provide any supporting evidence to my email. (peter.c@casino.guru)

Thank you in advance!

Dear edsmith13, the casino has provided me with evidence of multiple accounts therefore we will reject this complaint. It is an industry standard that you can only create one account per person so I would recommend being more mindful of this in the future. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.