BitStarz Casino - Player's withdrawal request is delayed due to the creation of a second account.

I used to gamble at bitstarz and honestly love it there, payout was like 5 minutes, even though it was like $6,000. But after a while, I decided to close my account. After that, I open a new one, deposit $1,400 and turn it to $3,500. They refused to pay, just returned $500

Dear phnhan99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the reason why you decided to close your first account? Did you close it yourself or was it closed by the casino?

When exactly did you close your first account and when exactly you opened your second account?

Has any of your accounts passed the full KYC verification?

Did you play with bonuses on any of your accounts?

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

Best regards

Veronika

I wanna take a break when I closed my first one.

Yes, I passed all the KYC verification.

No. I never play with bonus

Could you please specify how you closed your first account? Did you send an email to customer support, or did you close it with a feature in your player profile? If you contacted support, please forward me the email with your account closure request to veronika.l@casino.guru.

Also, when exactly did you close your first account and when exactly you opened your second account?

You mentioned that you passed the KYC verification. Could you please specify if both of your accounts were verified?

I talk with them via live chat. Exactly? I don’t remember, but it’s a while till I open my second one. I passed all KYC

According to the Terms and Conditions of BitStarz Casino:

You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@bitstarz.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

Did you reach out to customer support before creating a second account? Please remember that creating duplicate accounts in an online casino is strictly against the Terms and Conditions, and in such situations, we typically cannot assist the player.

Furthermore, if your first account was closed due to gambling problems, and you were able to create a second account, win some money, and then request a withdrawal, but your verification failed because your first account was self-excluded, we believe the casino is justified in canceling your winnings and only refunding your deposit since you should not have been able to play at all.

Dear phnhan99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.