The player from Switzerland had two accounts at Bitstarz. Under the first account, he had communicated concerns about a gambling addiction and implemented a self-exclusion period. After a name change and some time, he had been able to register and verify a second account, which resulted in significant losses. He was then seeking a resolution with the casino. However, upon investigation, we discovered that the player had used different identity information for the second account, making it difficult for the casino to detect the duplicate account. Therefore, we did not find the casino at fault for the player's losses and had rejected the complaint. We advised the player to request self-exclusion on the second account.
BitStarz Casino - Self-excluded player was able to open a second account.
Amount: 7,200 CHF
BitStarz Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Dear manuelm,
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 make sure I understand your situation completely.
Could you please advise if you submitted the same address and same phone number in your second account? What other identity information except for your date of birth and first name were the same?
When was the last time you communicated with customer support regarding this issue? What was their reply?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
The birth date and phone number were the same, and verification processes were completed for both accounts. The identity card was also submitted. The address, however, was different.
The casino dissociates itself from reaching an agreement. It is important for me to emphasize that player protection and gambling addiction prevention carry a responsibility, including that of the casino. I am willing to negotiate a fair amount and seek a peaceful resolution, even if it does not precisely match the losses.
In addition, it is crucial to consider the legal framework surrounding gambling addiction prevention. One key regulation is the requirement for casinos to implement robust responsible gambling programs. This includes providing information and resources to promote awareness of the risks associated with gambling and offering self-exclusion options for individuals struggling with addiction.
Furthermore, there are laws in place that mandate regular training for casino staff to recognize signs of problem gambling and intervene appropriately. These regulations aim to ensure that the casino maintains a safe and responsible gambling environment for all patrons.
It is important to highlight these legal obligations to the casino as they are designed to protect players and promote responsible gambling practices. By emphasizing the importance of these regulations, it may help strengthen your position in seeking a favorable resolution regarding your concerns.
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6 months ago
It is evident that it should have been noticed by all, and I refer here to the transaction list from Bitstarz, it is clearly evident that there is excessive gambling behavior, which does not reflect the main request but can be considered as an additional component of gambling prevention. The transaction list includes an amount/deposits of over 250 entries and amounts to approximately 20,000 euros.
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6 months ago
Dear Veronica, could you please arrange for my email addresses to be removed from the first entry? I was not aware that the data would be openly available. Thank you very much.
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6 months ago
Before we proceed with your case, could you please forward me all the communication between you and customer support that could be relevant to our investigation? My email address is veronika.l@casino.guru. Thank you.
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6 months ago
Dear manuelm,
After a thorough investigation of your case, we have come to the following conclusion: you signed up at the casino for the second time using a different email address. Your name and address also changed, which means your ID must have changed as well.
The first name and date of birth alone are not enough for the casino system to detect a duplicate account. Additionally, providing a phone number is not required when registering at BitStarz, which is likely why your number was later accepted.
The casino could not have been aware of your prior self-exclusion, especially considering the significant changes in your identity information over the past year. Therefore, we do not deem your successful re-registration as sufficient grounds for a refund of your lost deposit. If you are still able to access your second account, I recommend you request self-exclusion as soon as possible.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
