BitStarz Casino - The player's self-exclusion failed.

Hello Awan,

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

All of your deposits were confiscated or did you receive any of it back? What explanation did the casino give you for not refunding your deposits? Since when are you self-excluded and until what date?

Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.

Regards,

Nick

CtHello!

Thank you for your help. Nothing was refunded. They randomly said out of courtesy would cancel my last 2 deposits (out of 50+). I did not receive a valid explanation, only a screenshot of their terms saying they are not responsable.

I requested self exclusion since Octuber, since then i have received emails from them with promotion, have been able to open as many accounts as I wanted and they took all my deposits without ever saying anything about self exclusion. Not since I requested a withdraw, then they care about self exclusion.

If there self exclusion system failed, then they can proceed with the withdraw and close account or they can refund all deposits.

Pleass help, their unilateral decition to deal with this to their convenience based on rules only made by them is completely unfair.

Thank you Awan for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

I hope we will be able to help you out.

Regards,

Nick

Dear Awan,

I’m very sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

Dear BitStarz Casino,

Can you please explain your position on this case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Hi Andrei,

So, here's our side of the story.

Firstly, I'm sad to hear about the gambling problems, it's something we take very seriously at BitStarz and I hope you get the help you need Saadat.

Now, it's hard for us to prevent players to open new accounts, we can do our best but it's not 100%, and we also put in our terms that we can try our best to stop players from opening new accounts but we cannot be held responsible if the players is doing all they can to open new ones.

Now, opening multiple accounts is strictly against the rules of any casino, and it was upon withdrawal when we realized in our checks that this player had more than one account. He went through an affiliate to claim a special deposit bonus which is higher than the initial offer, and went on to get 50% bonus on average for all deposited funds (which was about 232 dollars).

I'm not sure where the player gets "lost 5000 from" as his old account had losses of 72 dollars (unless he's got more accounts than the ones he mentions). This is from the self excluded account.

His new account that he opened, he lost 232 dollars and we DID indeed give him back his last 2 deposits which he cashed out (70 dollars).

Considering that he broke the terms and conditions and that there are cost attributed to the bonuses issued and many other things, we didn't get rich from this. But I think there's a degree of responsibility on someone breaking the rules.

Olle

Thank you, Olle and BitStarz team, for the reply.

We will discuss this matter internally and update this thread once a decision has been made.

Dear Awan,

In the meantime, could you please comment on the casino representative’s statements and clarify the situation regarding the disputed amount?

Ask him for a full list of my deposits, i cannot get one as I cannot access my account but I can send you a screenshot of my crypto withdraw account.

Ive deposited THOUSANDS of dollars in all accounts. On the very last account I deposited $232 (not sure why they only refunded $70). In that account threre

was $2000 balance of winnings.

Im curious and would like to ask the casino why did they confiscare my balance and refund $70? Out of hundred of deposits, why randomly refund 2?

Hi CasinoGuru,

I guess I gotta send you some screenshots from the accounts?

If so, let me know where to send them.

Olle

Thank you, Awan, for the reply. You mentioned that you had indicated your information/personal details in all of the accounts. Could you please let us know if you indicated this information before or after making a deposit/playing in the casino?

Dear Olle,

You can send the screenshots to andrej.p@casino.guru. Alternatively, you can post the information directly in this thread. The reply will be marked as ‘Private’.

Thank you, Olle, for providing the evidence via e-mail. Could you please let us know when did Awan indicate his personal details in the player profile in each respective account? Did he indicate his personal information before depositing/playing or was he allowed to deposit and play without filling out his player profile?

Hello

I placed ALL my information on every account before making a deposit. All was made from the same mobile and IP.

Thanks.

Thank you, Awan, for clarifying.

Dear Olle and BitStarz Casino,

Since Awan apparently did indicate his personal information in all of the accounts, could you please state the reason why it was not recognized and Awan was allowed to continue using the new accounts despite being self-excluded?

Dear Awan,

Please be informed that the issue is currently being discussed with the casino representative in a private conversation.

I will keep you posted on any updates.

As additional time is needed to investigate the issue, I’m extending the timer by 7 days. 

Hello Andrej,

Whatever happens I want to thank you for helping me and showing interest in my case. I appreciate it.

Most likely I wont get anything, seems like online casinos answer to nobody and make their own rules. However, I am grateful for you investigating this and trying to get to the thruth .

Thanks.

Told you! They didnt even bother replying.

Dear Awan,

The casino representative informed us and provided evidence proving that you only filled out your profile in one of your accounts after placing your last deposit, shortly before requesting a withdrawal.

Before we proceed with the investigation, could you please advise if you are certain that you filled out your personal details in at least one of your accounts before making a deposit?

Please understand that if that’s is not the case, we cannot request a refund, nor penalize the casino as it technically did all it could to restrict your access to its services after you self-excluded. Unfortunately, creating new gaming accounts without the player (an owner of an existing self-excluded account) indicating their personal information right after registration results in a situation where neither the player nor the casino can be blamed.

Hello,

I am CERTAIN that personal information was provided. Not to mention that the same BTC account was used to deposit in all accounts (should have been blocked upon initial responsible gaming request) and the same IP and device was used to play on every account.

Thanks.

Thank you, Awan, for the reply.

Dear Olle and Bitstarz Casino,

Can you please provide evidence that would further support your claims according to which Awan never filled out his profile before making a deposit? Furthermore, can you confirm that Awan used the same Bitcoin wallet to deposit in all of the accounts?

Dear Awan,

Please be informed that the issue has been discussed with the casino representative in a private conversation.

According to the provided information, different wallets were used to deposit in the two accounts (sa***@gmail.com and pu***@gmail.com). Allegedly, the deposits to the account registered with e-mail pu***@gmail.com were made using TRON.

Before we proceed with the investigation, could you please comment?

Dear all,

Thank you for your patience. After an internal discussion and a thorough examination of all relevant information, we reached a final decision in this case.

According to the evidence provided by the casino representative, Awan did not indicate his personal details in his last account (or disclose his identity in any way) until after making the last deposit. If this was the case for all Awan’s accounts created prior to the account matched with pu***@gmail.com, we believe no errors were made honoring Awan’s self-exclusion on the casino’s side.

There’s no doubt that Awan intentionally registered multiple accounts using different e-mail addresses to circumvent the casino system, which in itself can be perceived as a serious violation of the Terms and Conditions. As Awan also claimed bonuses from the accounts, there’s no doubt that thanks to the breach he had gained an unfair advantage. That being said, we consider the decision of the casino to withhold the payout of Awan’s winnings justified.

Lastly, I would like to mention that we would like to see casinos making additional efforts to keep self-excluded players safe, ideally by making filling out the player profile before depositing mandatory. An alternative way would be checking for possible matches with existing accounts based on IP, device, used payment method, however, as this is not yet an industry standard, this case will be closed in favor of the casino.

As explained above, this case will be closed as ‘Rejected’.

Dear Awan,

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.