BitStarz Casino - The player's winnings were voided.

Hi, I find this casino at casino guru. And I try to see how it works, I deposit first time 97€ for bonus 100%, I lost all money and I saw message for second deposit 50% , I deposit 200€ and I play with 300€. Till hire all good. I wagered the bonus i start to win and I withdraw 1000€ , I get email to send documents, i send all documents, after i get another email for photo with ID in the hand i send photo and after my account blocked. I get email  Hey, 

We had a look at your account and can see that you unfortunately were not eligible for the welcome package. 

As stated in our bonus terms: 

GENERAL BONUS TERMS AND CONDITIONS

1.

All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, and shared computer, e.g. public library or workplace.

And we found a linked account via your IP/device/household that had already taken part of the welcome package, so therefore it's not available for you as well. 

Feel free to read the bonus terms here: 

https://bitstarz1.eu/bonus-terms-and-conditions

Due to this we had to forfeit any winnings generated with the welcome package and to return your last deposit made. 

You will not be able to receive the welcome package. 

We wish you a good day. That’s not right, i dont have more accounts in this site. If someone win in Bitstarz casino the account gone be close? I have in account 4000€ and for withdraw 1000€ and I can’t access my account now

Hello Andrei1,

Thank you very much for submitting a 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.

Are you aware if anyone plays in this case from your household or from your device? Was this you first withdrawal request? Is your account verified?

Also please send any additional relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi, I am 100% sure no one plays from my IP. I live in the house with my wife and my kids 5 and 6 years old. My wife never played casinos. Yes was my first withdraw. Yes my account was verified : Driving license, Bil, Skrill account, and after 10 minutes casino asked for picture selfie with my Driving license in the hand , i send and after he close my account and send me email, I am not eligible for welcome package. That sounds like a scam. I can't believe something like that happened. I saw on your site this casino has very good reputation and I thought I could play it safe, but that’s happened when i win.No one can check them to see nobody plays from my IP ? I am not a liar. Thank you very much for help

Hello Andrei1,

Could you please advise if you have responded to this e-mail by sending the requested document to them? Your account being closed can be just a part of the player's verification - it is very common and many casinos block the player until the verification is finished. Please let me know if you have sent them everything they needed.

Hi, yes I send everything what he asked

When did this happen? Did they respond to you since then or informed you somehow about it's status?

Please note if you sent it to them in the last week, I would recommend only to wait until they contact you. Verification may take sometimes over a week and it is best to be just patience and not to spam them as it makes the process only slower.

Hi, Sunday 09/01/22 i get email to send them the documents, i send all documents, I saw that the documents were approved, after i get one more email to send photo selfie with driving license in the hand beside my head, i send that picture and after that i get this email. And my account was closed. As you can see from the email they said Due to this we had to forfeit any winnings generated with the welcome package and to return your last deposit made. Nothing about why they closed my account and they didn't even return my last deposit. Now I can't log in to my account with Bitstarz Thank you

Thank you Andrei1 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much.

Hi Andrei1,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi there,

Olle here from BitStarz.

So, the player was linked via IP to another player who has already used the welcome package. I'm happy to submit the evidence I have of that to you guys at CasinoGuru.

Want me to send it over via email so we don't put the IP on public display? If so, please send me an email or post yours here so I can hand it over.

Olle

Hi Olle,

Please forward the supporting evidence to my email address (peter.m@casino.guru). Thank you.

Dear Olle,

Thank you for the email. Is there any other evidence or is the argument based only on the same IP? There are many players who have the same IP in casinos and very often don't even know about it. That's why we think that each case should be considered individually. Have any other rules been broken?

Hi Peter,

There are only two people who have used this IP at BitStarz, FYI.

To prevent bonus abuse (and both these players have claimed the welcome package), we reserve the right to limit this bonus to one per IP, as per pretty much any casino out there. I mean, this is standard bonus terms and conditions at any casino. One welcome package/bonus per IP, household, etc.

Olle.

I don't know much about computers, I still think that bitstarz casino would realize that I didn't do anything illegal, I would like to know why he closed my account and even till today I didn't receive my last deposit? as they wrote me in the email. Now it's not about money, it's about being fair. I understand that I can no longer play online casinos because they are two same IPs ?? Thanks

Hi Olle,

I understand your point. However, if the player played in their own name, with correct personal data, and their account was fully verified, we see no reason why he shouldn't get paid. Was his account created and verified before the other account with the same IP or after?

Hi Peter,

You know just as well as me as these checks are done upon withdrawal, same goes for KYC.

There's no obligation for pre-verification according to any law within our obligations.

As any casino in the universe, only one welcome package is allowed per IP, and as it was claimed by someone else on the same iP (which I proved in an email to you that you saw), the rules were breached.

Olle

Dear Andrei1,

We are discussing the issue with the casino directly. I will keep you updated.

Hi Peter, thank you

Hi Andrei1,

I was informed that there was a verification call scheduled. Has there been any news?

Hi Peter, no, no one contacted me. Thanks

Hi Andrei1,

I just wanted to let you know that there is still an ongoing discussion with the casino.

Hi Andrei1,

Our team had an extremely long discussion with the casino and many arguments were taken into consideration. Based on the evidence provided by the casino, there were some clues that suggest a collusion with other players as a part of a group. However, we don't have enough information to be 100% sure. The complaint will be closed as "uncertain case". I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter