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Winnings forfeited unfairly due to old account – despite relocation and no overlap

I’m filing this complaint as a former BitStarz player who relocated from Australia to New Zealand in 2025.

I originally created a BitStarz account around 2017–2019 while living in Australia. When regulations changed and offshore casinos were no longer allowed to operate there, I stopped using that account and moved on.

Upon relocating to New Zealand (where online gambling is legal), I opened a new account with all new information — including a new IP address, phone number, email, and payment method.

I recently won $2800 on this new NZ-based account, tried to withdraw $2000 and left money to continue playing with and won a further $800 but BitStarz denied my withdrawal, claiming I had previously redeemed the welcome bonus on my old account and forfeited everything in my account.

However, I recently logged into the old account, and:

All history is erased

I was issued a new No Deposit Bonus (€10) just today

This proves the account has been inactive for years and contradicts their claim that I had already used the bonus. The bonus system wouldn’t issue another if I had already redeemed it previously.

BitStarz has refused to provide account activity logs, denied my appeal, and only refunded my deposit. I am requesting:

1. A review of my total $2,800 winnings and account activity, and

2. Access to my account logs, or

3. A public resolution acknowledging unfair treatment based on relocation and good faith actions

Dear deemasima25

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the vast majority of online casinos do not allow players to open more than one account per player. I checked the General T&Cs and I found this:

3.1.2. You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@bitstarz.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

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

• Could you please advise if you discuss opening another account with the casino? Did the casino permit you to do so?
• Were any of your accounts verified?
• Did you play with bonuses on both of your accounts?

Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you very much for your reply, deemasima25. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear deemasima25,

Thank you for your reply and for sharing more details with me.

I completely understand how frustrating this situation must be for you, especially considering that you relocated to another country. However, after considering all the information provided, I must unfortunately inform you that we won’t be able to assist you further in this matter.

The casino's terms and conditions explicitly prohibit the creation of multiple accounts. Even though you mention that both accounts were created from different countries, it doesn't change the fact that one person created those accounts without discussing this option with the casino. On top of that, it seems that you also took advantage of the welcome bonus with both accounts, which completely closed our options to help.

As a result, it is entirely up to the casino’s discretion whether they decide to close your account(s) and confiscate all winnings. Since this complaint involves a clear violation of the casino’s rules, we are unable to mediate or request any specific resolution on your behalf.

If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

We appreciate your understanding and wish you the best of luck resolving this matter directly with the casino.

Best regards,

Kristina

Casino.Guru Team