BitStarz Casino - Pelaajan voitot on takavarikoitu.

I deposited I believe 20 or $25 onto their account and I ended up winning 716. When I went to cash out they said the confiscated my winnings and the money I put on because I had multiple accounts are duplicate account. I explained to them that I had lost not lost my phone but my phone had got broke and I didn't remember any of my Google stuff and so I didn't play for like 8 months with them and then I got I went ahead and start playing with them again and I didn't even think about it and I opened another account. And I tried to explain to them I said you can see if you can see that I have an account you can also see that I haven't played on that account for like 8 months I've been playing on this new account for the last 2 months that's it so I wasn't trying to cheat or trying to get multiple of anything. I've only been playing again like for a month and a half two months the other account has been used at least 8 months I'll believe that's just their way of cheating people out of their money. Did I asked him I said well if you're keeping that money what about the money I put on the game where is that but they won't answer me anymore and won't talk to me anymore.

Dear Jcmoney72,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please understand most online casinos consider creating multiple accounts against their rules. Online casinos will confiscate winnings usually when they find out.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you passed verification on either of the accounts?
• Have you benefited from bonuses in the casino, such as welcome bonuses, on either account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The duplicate account they are talking about I haven't used an 8 months to a year. Well I lost my phone I could not remember any of my Google account stuff or anything else so I lost all my information so I didn't gamble or anything else on there for like that long. Then I decide to play again and I just open an account not thinking about it. But being a rational person you would think if they can see that I had a duplicate account they should be able to see that also it hasn't been used in 8 months to a year. I never tried getting old free play or anything else on that account. The account that I just opened is only been open like the month and a half 2 months. I was playing with my own money I didn't wasn't using their free play or anything. I understand there's rules like that but also they should have some common sense about them to see that I was not trying to get anything free player out of them or using their free play because I didn't. I was using my own cash on this game and like I said I haven't used that other account in Amos for a year I had already forgot I even had it it was just an honest mistake and I believe they know that it's just a way for them to take money from people and I believe it's wrong.

I've been sending replies but I don't know if I'm doing it right cuz the clock is still clocking down against me

Thank you very much, Jcmoney72, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay thank you very much and I look forward to talking to Mr Pavel.

Thank you for everything you're trying to do for me. I don't think I stated it earlier but they also kept the money that I deposited not only the money that I won but the money I deposited.

Hello, Jcmoney72! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel,

Sent some info from our end 🙂

Is there anything I'm supposed to be doing right now?

I don't really understand how to use this website. I can't find where the last thing you sent was and I'm supposed to respond to.

Hello, Jcmoney72,

We have received evidence from the casino that you have had not two, but three accounts there, each one with a different e-mail. Moreover, you have taken different bonuses on every one of them. With these facts in mind, I am inclined to not to believe the story about a lost phone. Even if the situation was as you tell it, you should have contacted support and tried to reopen your old account. Creating multiple accounts is a serious breach which we consider unfair, but some exceptions can be done sometimes when ill intent was not meant. However, here I am not so sure, therefore, I must reject your complaint.