BitStarz Casino - Pelaajan voitot on takavarikoitu.

SUMMARY

BitStarz denied my Welcome Package, forfeited my winnings citing an IP match to another account, and has since blocked my withdrawal — despite me depositing and withdrawing via the same crypto method.

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EVENTS

1. I registered, deposited, and claimed the Welcome Package in good faith.

2. On 18 Feb 2026, BitStarz voided my Welcome Package winnings citing Bonus Terms clause 3.1 (IP address linked to another account that claimed the bonus). They instructed me to withdraw my deposit and close the account.

3. I rebutted on 19 Feb, explaining that I am in Italy where Carrier-Grade NAT (CGNAT) is standard ISP infrastructure — meaning dozens of unrelated households share the same public IP. An IP match is not evidence of a duplicate account. I offered full identity verification.

4. BitStarz replied that the decision was "not based on IP alone" but gave no specifics — no shared payment method, device, email, or address was identified. They requested KYC documents.

5. I cooperated with KYC. After delays and document re-submissions, verification remains unresolved.

6. Most recently, BitStarz cancelled my withdrawal with the reason that I had "withdrawn to a different payment method than the deposit" (citing T&C 8.7.13). This is incorrect — both my deposit and withdrawal were made via cryptocurrency. I queried this directly and received no satisfactory explanation.

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KEY ISSUES

- Winnings forfeited based on an IP match with no evidence of actual bonus abuse.

- IP matching is unreliable in 2025/2026 due to CGNAT — no shared payment method, device, or address has been demonstrated.

- Withdrawal of my own deposit has been blocked on an apparently erroneous payment method mismatch claim.

- The process has dragged on since February with no resolution.

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RESOLUTION REQUESTED

- Immediate release of my deposit withdrawal.

- Reinstatement of Welcome Package winnings, or a transparent explanation with specific evidence of the alleged duplicate account connection.

I have acted in good faith throughout and am fully willing to provide any further verification required.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear DonCorreale,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for the detailed explanation — it helps a lot in understanding the timeline and the key issues. From what you described, there are two main concerns: the confiscation of bonus winnings due to an alleged connection to another account, and the blocking of your withdrawal based on a supposed payment method mismatch.

To properly assess your case and proceed with the mediation, I would like to kindly ask you to clarify a few important points:

• Can you confirm which cryptocurrency and wallet address you used for both the deposit and withdrawal request?
• Did the casino provide any specific evidence (beyond IP match) to support the claim of a linked account?
• Have you ever accessed your account using shared networks (public Wi-Fi, workplace, VPN, or shared household connection)?
• Have you ever created or used any other account at this casino in the past?
• Could you please share the casino’s communication where they mention the payment method mismatch, as well as your response to it?

If you have any supporting evidence (emails, chat transcripts, transaction confirmations, or wallet screenshots), please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Can you confirm which cryptocurrency and wallet address you used for both the deposit and withdrawal request?

Etherum

Did the casino provide any specific evidence (beyond IP match) to support the claim of a linked account?

No but I think IP address shouldn't be a case anymore the world has to little IP addresses.

Have you ever created or used any other account at this casino in the past?

No

Could you please share the casino’s communication where they mention the payment method mismatch, as well as your response to it?

yes

Your withdrawal could not be processed On checking your withdrawal we noticed that the withdrawal is requested to a different payment method than the deposit.

As per our terms and conditions: https://bitstarz.com/terms-and-conditions

8.7.13

"Kindly note that withdrawals have to be made to the same method that you deposited with. If you, for example, deposited with Skrill, the winnings from that deposit has to be sent back via Skrill."

Due to this we have cancelled your withdrawal so that you can withdraw with the correct method.

If you are unsure what method you should use we recommend you to reach out to our customer support via chat or at support@bitstarz.com.

Best regards,

Bitstarz Team

Hi DonCorreale,

Thank you for your reply and for sharing the casino’s message.

I would like to clarify two important points so we can better assess your case:

• The casino mentioned that the withdrawal was requested using a different payment method than the deposit. Could you please confirm whether this is correct? Did you use the same Ethereum wallet for both deposit and withdrawal, or was there any difference?

Additionally, I noticed that you didn’t respond to one of my previous questions. Could you please confirm:

• Have you ever accessed your account using shared networks (such as public Wi-Fi, workplace network, VPN, or a shared household connection)?

Thank you.

The casino mentioned that the withdrawal was requested using a different payment method than the deposit. Could you please confirm whether this is correct? Did you use the same Ethereum wallet for both deposit and withdrawal, or was there any difference?

Same wallet as it was a crypto casino

Have you ever accessed your account using shared networks (such as public Wi-Fi, workplace network, VPN, or a shared household connection)?

I used my mobile phone internet atm the moment my own internet was down. Not sure if any people sit on a phone network.

Dear DonCorreale,

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, Martina (martina.b@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.

Dear DonCorreale,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BitStarz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hi there,

Sure, where can I send the info?

Dear BitStarz Casino,

please send it to my email address - (martina.b@casino.guru) and please, let me know here, that you have sent it. It helps me to keep truck;)

thank you so much in advance

We've scheduled a verification call with the player FYI, the player has requested we call him on Saturday, which we will to confirm some details. So we'll need until then to action the case one way or another.

Once more, we'd like to do it sooner but the player has requested this be done on Saturday.

Dear BitStarz Casino,

thank you for the update!

Sure, Saturday is fine, do not worry, once you evaluate it, please let me know.

I am still waiting for the google meet link for this call.

Hi there,

You requested for the call to be on Saturday so there's still a few days to get the link to you. I promise you'll get it 🙂

still waiting for the link.

Dear Casino Guru Team,

I wanted to update you on my situation. BitStarz requested video verification, which I have now completed. The call went smoothly, and I was able to confirm my identity, clearly demonstrating that I am the sole and legitimate account holder.

I hope that with this final step, the issue can be definitively resolved. It was an unusually stressful experience, something I've never experienced before as a player. I cooperated fully at every stage and provided everything requested of me.

I am counting on a positive resolution and thank Casino Guru for their support in mediating this case.

Best regards,

Gentile Team di Casino Guru,

Volevo aggiornarvi sulla mia situazione. BitStarz mi ha richiesto una verifica video, che ho ora completato. La chiamata si è svolta senza alcun problema e ho potuto confermare la mia identità, dimostrando chiaramente di essere l'unico e legittimo titolare dell'account.

Spero che con questo passaggio finale la questione possa essere definitivamente risolta. È stata un'esperienza insolitamente stressante qualcosa che non avevo mai vissuto prima come giocatore. Ho collaborato pienamente in ogni fase e ho fornito tutto ciò che mi è stato richiesto.

Conto su una risoluzione positiva e ringrazio Casino Guru per il supporto nella mediazione di questo caso.

Cordiali saluti,

Dear DonCorreale,

Thank you very much for the update,

Dear BitStarz Casino,

can you please let us know, if the player is now verified and can receive his withdrawals?

I'm happy that the video verification went well, but I have to be honest: it was a very invasive experience for my privacy. I didn't expect to have to go to this lengths to prove who I am. A video call like this is really demanding and, frankly, it made me feel uncomfortable. I even talked to some friends about it, and they all agreed with me.

That said, I cooperated because I simply want to resolve this situation and be able to withdraw my money.

To anyone reading this: I hope BitStarz does the right thing and demonstrates that it treats its players with respect and fairness. I look forward to a positive resolution.

Sono felice che la verifica video sia andata bene, ma devo essere onesto: è stata un'esperienza molto invasiva per la mia privacy. Non mi aspettavo di dover arrivare a questo punto per dimostrare chi sono. Una videochiamata di questo tipo è davvero impegnativa e, francamente, mi ha fatto sentire a disagio ne ho parlato anche con alcuni amici e tutti erano d'accordo con me.

Detto questo, ho cooperato perché voglio semplicemente risolvere questa situazione e poter ritirare i miei soldi.

A chiunque stia leggendo: spero che BitStarz faccia la cosa giusta e dimostri di trattare i propri giocatori con rispetto e correttezza. Aspetto fiducioso una risoluzione positiva.

Hi there,

Olle here again, I've had a look at the verification video conducted. Issue here is that the OP doesn't speak English, making us unable to do a proper verification.

But that's not the fault of the player. Although there are some suspicions, I don't think it's enough to have confiscated the player's funds and I've asked for support to reinstate the full balance.

Olle

Not see the full balance.

Thank you very much, Olle!

Dear DonCorreale,

Please let us know once your full balance has been reinstated.

Thank you very much in advance for your cooperation.

I got my money! I'm so relieved this situation is finally resolved.

It was a difficult journey, especially because of the language barrier—not speaking Italian made everything more complicated than necessary. But despite this, BitStarz ultimately did the right thing, and I really appreciate them fixing the situation.

I thank Casino Guru and the mediation team for their valuable support. You can close the complaint.

Ho ricevuto i miei soldi! Sono davvero sollevato che questa situazione si sia finalmente risolta.

È stato un percorso difficile, soprattutto per la barriera linguistica — non parlare italiano ha reso tutto più complicato del necessario. Ma nonostante questo, BitStarz ha alla fine fatto la cosa giusta e apprezzo molto che abbiano sistemato la situazione.

Ringrazio Casino Guru e il team di mediazione per il supporto prezioso. Potete chiudere il reclamo.

DonCorreale, wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.