BitStarz Casino - Pelaajan tili suljettiin.

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.

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

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

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?

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

Did you receive back the amount you deposited?

Nope

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.

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.

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

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

11/07/2022 account was closed

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

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.

Hi guys,

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

Olle

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