BitStarz Casino - Pelaajan voitot on takavarikoitu.

I am writing to report a serious issue regarding my experience at Bitstarz Casino. I joined the casino between 24–27 October and made several deposits, losing all except my final one.

On 27 October, I deposited €600 in Ethereum. A bonus was automatically added to my balance. I read all bonus terms as soon as the bonus appeared, and I followed every rule precisely. I wagered fully and successfully converted my bonus balance into real money. During gameplay, I won €5,532.

When I attempted to withdraw my winnings, Bitstarz asked me to verify my account. I submitted every document they requested: a clear photo of my passport, a selfie with my passport, and a recent bank statement. After some time, they made an unusual additional request: a photo of me standing at the end of my street next to the road sign. Since they already had my passport, I complied and provided it.

After this, Bitstarz told me they needed to call me. A call was arranged, but it never happened. Five minutes after the scheduled time, I received an email saying they now required a Google Meet video call, which they stated would be recorded. Although I found this intrusive and unnecessary, I agreed, realising it was the only way to complete my withdrawal.

During the video call, they questioned me about my account, my gameplay, the bets I placed, and why I used cryptocurrency. I answered everything fully and cooperated without issue.

The next day, I discovered my account had been disabled. When I emailed Bitstarz, they re-enabled the account but informed me that my €5,532 winnings had been cancelled. Only my original €600 deposit remained. They cited a rule stating that Bitstarz "reserves the right to terminate player accounts and suspend and/or cancel all payouts… at the sole discretion of the company." I have attached a screenshot of this email, and I can provide the entire email chain if required.

I complied with every request Bitstarz made. I followed all bonus rules, submitted all documents, provided selfies and location photos, and completed a recorded video interview. Despite meeting all requirements, Bitstarz cancelled my legitimate winnings without explanation, relying on a clause that allows them to void payouts at any time and for any reason.

There is no valid justification for their actions. This clause, and the way it has been used, is unfair and unreasonable. No casino should be allowed to confiscate a player's winnings after full verification and rule compliance simply because they choose to.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you played with?
• Has the casino specified in more detail why they decided to close your account?
• Have all your identity documents been reviewed and successfully approved, or have you not received any feedback regarding your documents?

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

Best regards

Veronika

• What types of games did you play?

I played slots only

• Could you please send me a link or a screenshot of the bonus you played with?

I could not find any link to it. The bonus showed in the deposit area just before I made my deposit and was

automatically added after I transferred funds to them. It does not appear anywhere currently.

• Has the casino specified in more detail why they decided to close your account?

This is the only thing they said to me regarding the matter: "BitStarz reserves the right to

terminate Player Accounts and suspend and/or cancel all payouts to

the player. This decision is at the sole discretion of the Company and the player will not be notified or

informed about the reasons for such actions."

• Have all your identity documents been reviewed and successfully approved, or have you not received any feedback regarding your documents?

As stated previously I sent them ID, bank statement, selfie with my ID and another selfie on my road

next to my road sign. All of these were accepted. I also completed a webcam call with them where I

answered all their questions fully. They recorded me doing so.

Dear mccarthy9A

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear mccarthy9A,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BitStarz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BitStarz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hi guys,

Sorry, holidays and weekends means longer reply times from us. Will look into it.

Olle

Dear BitStarz Casino,

Thank you for your response. Sure, it's understandable.

I am following up after a week to inquire whether there have been any updates regarding this case. Have you had the opportunity to review the matter, and could you please share your findings or current position?

Thank you in advance for your time and cooperation. I look forward to your response.

As it's the holidays we need more time to look into the case.

We will have a reply for you next week

After reviewing the case I don't think there's enough ground for confiscation so I've decided to reverse the funds and the full balance is now available on the player account.

The funds are back in my Bitstarz account! I'm going to go ahead and make the withdrawal. Based on the Bitstarz rep's reply in this complaint I'm happy to trust that it will be paid and we can mark this complaint as resolved. I'd like to thank both Casino Guru and Bitstarz for their help in resolving this.

pleasure 🙂 fair is fair

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mccarthy9A,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo