BitStarz Casino - Pelaajan voitot on takavarikoitu bonuksen lunastamisen jälkeen.

Complaint Title:

Unfair removal of winnings after completed bonus wagering at BitStarz

Complaint Description:

Hello,

I would like to file a formal complaint against BitStarz regarding the removal of my winnings after I completed a bonus according to all rules.

I claimed a bonus and carefully followed every term, including:

maximum bet limits

allowed games

wagering requirements

time limits

After finishing the wagering, my balance showed winnings of € 1300.

Shortly afterwards, BitStarz cancelled the bonus and removed the entire amount from my account.

I contacted support several times, but they did not provide a clear explanation or any evidence that I violated the terms. They only gave generic answers such as "your account violated bonus rules," without specifying which rule, when, or how.

My details:

Casino: BitStarz

Bonus name (if known): 30 free spins

Wagering completed: Yes

Amount removed: € 1300

I believe this is an unfair action and request Casino Guru’s assistance in resolving the matter and recovering my winnings.

Thank you for your help.

Important notice:

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Stay safe.

Hello,

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

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

• Was your account blocked as a result of the alleged violation of the casino rules?
• Could you please specify the date of the incident?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have send you a email about this

Did you receive my email?

Hello,

I confirm I received the email from you regarding the complaint.

Oke iam waiting for your answer

Dear Moli68,

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,

Tomas

Dear Moli68,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Due to the holidays, it's tricky to reply in a timely manner.

A reply from us can be expected next week

Hi there,

Thank you so much for your patience.

Now, the reason the confiscation took place was due to the player being linked via device to another account who took the spins 1 day prior. Meaning this case is a matter of multiple account trying to exploit the registration free spins.

@Kubo, where can I send the evidence?

Olle

Dear BitStarz Casino,

Please feel free to send any relevant evidence to my email at jakub.m@casino.guru.

Thank you!

Done

Dear BitStarz Casino,

Thank you for providing the details.

Dear Moli68,

After a thorough and careful review of your case, I would like to share the outcome of our investigation.

Based on the evidence supplied by the casino, I regret to inform you that your complaint must be rejected as unjustified.

The materials clearly show that your account is linked to multiple other accounts that were created or accessed from the same device or location. Creating and using multiple accounts - particularly to benefit from bonuses or promotions - is a serious breach of the Terms and Conditions at most online casinos. This practice undermines the integrity of the gaming environment and can lead to unfair advantages, such as repeatedly claiming offers intended for a single player. It disrupts the balance and fairness that casinos strive to maintain for all users and often results in significant losses for operators, which is why such behavior is strictly prohibited.

In addition, the records indicate that incorrect and fictitious personal information was used during registration. Providing false details is considered a major violation and, in itself, is grounds for account closure and forfeiture of funds.

For future reference, I strongly encourage you to adhere strictly to each casino’s Terms and Conditions, to avoid creating multiple accounts, and to always provide accurate personal information during registration. These rules exist to ensure a fair and secure environment for all players.

I understand that this is not the outcome you were hoping for, and I truly regret that we cannot offer a more favorable resolution in this instance. However, the evidence in this case is clear and conclusive.

Thank you for your understanding. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo