HomeComplaintsBitStarz Casino - The player's account got closed.

BitStarz Casino - The player's account got closed.

Amount: €500

BitStarz Casino
Safety Index:Very high
Submitted: 11 Jul 2022 | Case closed : 15 Aug 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player's account got closed for yet unknown reason. The casino team clarified, that player had issues with KYC and provided fake document during the verification process. The case was rejected.

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2 years ago

Been scammed they have closed my account after sending all the relevant data they even asked me to go to my local shopping centre to take a selfie did that and still not allowing deposit and closed my account. Also they just let people who are self excluded to open qnother accountno problem.

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2 years ago

Hello Idontknow,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in this casino? Did you ever deposit there? Were you ever self excluded in this casino or any other casino within the same casino group or license?

Looking forward to your answer.

Regards,

Nick

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2 years ago

Hi registered about a month ago was self excluded for life around a year ago yes i deposited there.

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2 years ago

Hello Idontknow,

Do I understand it correctly that you have been excluded from the casino in the past and now you tried to register and deposit? Did you succeed and have money in the account?

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2 years ago

Yes succeeded and deposited money then when i won and went to withdraw they stopped it and closed my account

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2 years ago

Did you receive back the amount you deposited?

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2 years ago

Nope

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2 years ago

Can you please clarify when exactly did they close your account? If less than 2-3 weeks ago, I might recommend to wait for the refund of your deposit. However please note that you won't be able to receive anything from your winnings above the amount you deposited.

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2 years ago

Dear Idontknow,

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

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2 years ago

Still havnt received anything from them and communication has stopped from them

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2 years ago

Could you please answer my previously asked question and clarify the exact date of account closure?

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2 years ago

11/07/2022 account was closed

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2 years ago

Hello Idontknow and thank you for the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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2 years ago

Hi Idontknow,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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2 years ago

Hi guys,


@jozef I've got a lot of details here, can I share it with you via email maybe?


Olle

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2 years ago

Dear Idontknow,


I am very sorry about the situation, but after gathering all the information from the casino team, I am forced to reject your case. Based on the evidence, you have clearly tried to bypass the casino verification by providing false proof. Be aware that providing fake KYC documents is considered to be fraudulent in every online casino.


You have full right not to agree with our decision. Another option is to file an official complaint at the licensing authority of the casino. Let me know if you have any questions or require further assistance.


Best regards, Jozef

jozef.k@casino.guru

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