BitStarz Casino - Igračev nalog je zatvoren bez valjanog razloga.

Bitstarz freerolled me - I checked all the terms at time of playing as I always do , my country wasn’t restricted (they’ve changed them now) and they shut my account saying that I breached the terms and refunded my last deposit only - they made the mistake and have continually called me the one in breach - a mistake by them fine , when they realise just make it right but not this . I played at Oshi and Winz got on great with the VIP teams (related properties ) there and then this with these people at Bitstarz which cost the other 2 properties my business as I just couldn’t trust again. . And it’s just continually "you breached terms" which I DID NOT . Given them every opportunity to do the right thing , I’ve had 3rd parties reach out to them … nothing

BTW no bonuses in play

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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.

• Have you registered with the correct personal information filled out in your player's profile?
• Which country have you indicated in your player's profile?

Thank you very much in advance for your reply.

Best regards,

Tomas

I’ve responded by email to you

The email I should have received from Bitstarz when they realised their error was "Our Apologies we don’t accept players from U.K. OR the Isle of Man. We understand this was an error on our part in the drafting of our T+C’s and you could not of known and as such we are refunding your deposits and closing your account . Again apologies for the confusion"

NOT "Our decision , based on the terms which you agreed to when signing up , has been breached"

This isn’t rocket science , would of taken 2 minutes of any competent persons time (and remember they said they carried out a "full investigation") and instead has resulted in all of this

(The case summary on this complaint needs edited - I’m Irish but I was residing in the IOM at the time all this occurred)

Thanks for your patience.

Could you please specify which country you specified in your player's profile upon registration?

Thanks in advance for your reply.

Hi when I signed up here I may of put my country of birth Ireland - but as stated I was resident in the Isle of Man at the time all this occurred - hence why I said earlier the summary of the case shouldn’t really be "player from Ireland" as it could mislead (even though i am) but Player playing from Isle of Man (I move around continually now so when I sign up anywhere I usually use my birth country as it matches my passport etc - NOT btw for online gambling for that I would always use the country I’m currently residing in as I did with all online gambling sites when I was residing in the Isle of Man and provided my Proof of Address etc same to Winz and Oshi which I’d been playing at for months . This is why I of all people have to check country restrictions as you can play on certain sites in certain countries so I always make sure I’m compliant and why this causes me such annoyance - I did everything right and it’s gone on long enough now with Bitstarz not able to accept it was their error and put it right - worse try to blame me for a breach of terms and that takes 2minutes to establish that is not the case - The Isle of Man is NOT part of the U.K. as erroneously stated in their email at the time - it’s obvious NOW that they don’t accept players from the Isle of Man but they didn’t have it clearly in their terms (since updated) so in effect what they are saying is "We don’t accept players from the Isle of Man" but then trying to cover up their badly worded terms to include IOM as part of U.K. - and all they had to do at the time was respond with an email as I suggested in an earlier reply "Our Apologies we don’t accept players from U.K. OR the Isle of Man. We understand this was an error on our part in the drafting of our T+C’s and you could not of known and as such we are refunding your deposits and closing your account . Again apologies for the confusion" and that would of been the end of the matter instead of all of this

I had sent this by email on Friday which I thought you had seen ?

BitStarz intended the Isle of Man to be a restricted territory — that much is obvious from how they handled my case and from the fact that they’ve since updated their terms to specifically name it. The problem is that at the time I signed up and played, it simply wasn’t in their terms. The UK was listed. Jersey was listed. The Isle of Man was not. I checked, I was compliant, and I played on that basis.

When BitStarz closed my account they didn’t refund my balance — they returned a single deposit , on the basis of a restriction that wasn’t written into the terms I’d agreed to. Nobody is disputing that play took place on the account. But that play was always going to have a problem attached to it — a problem BitStarz created, not me. If there had been any meaningful upside on my end, it is obvious from everything that followed that it would never have been paid. They intended to restrict Isle of Man players, they simply failed to write it down. So they accepted my deposits, let me play, and when it suited them invoked a restriction that didn’t exist in the terms I signed up to. They cannot benefit from their own error, and I shouldn’t have to bear the cost of it.

They have repeatedly told me in writing that the Isle of Man is part of the United Kingdom. It isn’t, and never has been, and they have never conceded that point despite it being plainly and verifiably wrong. They continue to insist I breached terms I never breached, which tells you everything about how they would have handled things had the outcome gone the other way.

I have tried to resolve this privately, and third parties have tried on my behalf. BitStarz has stonewalled at every opportunity and has not been able to admit their error at any stage. The amount outstanding is $6,850.

I include here a picture of my account profile from Oshi (I don’t play at Oshi anymore as previously stated after this dispute with Bitstarz and I’ve never updated as I don’t even know if I’ve logged in since leaving IOM) which has the identical information as my profile with Bitstarz - same email , Country Isle of Man etc. - I always use the correct information depending on where I’m living and I ALWAYS check the terms thoroughly before play - usually I won’t even take bonuses as they can only cause trouble so I take every precaution to ensure I’m fully compliant with everything

please redact my personal information if making public - name , email , telephone number , address etc - you can leave country obviously as I’ve disclosed that myself publicly

And here are a few emails from Max the VIP Manager at Oshi as when this all happened I went to them for help as I knew they were related properties but they couldn’t assist - and then I asked them about IOM (which I hadn’t asked about previously as it simply wasn’t on oshi , winz or Bitstarz restricted territories- I can read terms perfectly well I don’t need to read them and then seek further clarification that would be never ending - I only asked when this occurred with Bitstarz) and you can see their response - a complete mess that caused both Oshi and Winz any future business with me (even with assurances I still couldn’t trust). And I’m a good customer rarely complain , don’t be looking for bonuses just want treated fairly and I have not been by Bitstarz

Here are the two most important emails from bitstarz stating

1) That I had breached terms (terms that didn’t exist)

2) That the Isle of Man is part of the U.K. (it is not)

And just for proof of what happens in these cases on this very website a complaint where winnings were denied and the player was refunded his deposits because he was deemed to have played from a Restricted Territory

This is my WHOLE point on the "Freeroll" by Bitstarz - had I of won they would of done the same to me at best "Restricted Territory deposits refunded case closed" - That’s a freeroll that I didn’t know I was participating in as they had their terms badly written and then doubled down on that in their email correspondence above

I’ve already supplied the emails from bitstarz on the terms re restricted territories above - but here is a screenshot I took of them at the time I played - No mention of Isle of Man (although they obviously meant it to be given their emails and their subsequent redrafting of their terms also attached)

And here are the screenshots of the back and forth - when I was playing that night I’d deposited circa 10k they locked me out and then asked me to carry out further KYC - Me being in the Isle of Man was known to them at the outset , I had nothing to hide in that , that’s why I moved there to be able to play OUTSIDE of U.K. restrictions. I wasn’t there on a day trip it was my residency and I was playing at many different places all with my Isle of Man details correctly disclosed - I’m not new to this i do everything right as I’m not playing for pennies.

Initially after getting my rental agreement , MuchBetter account etc all with my Isle of Man address they then wanted bank account which I explained I still had under a U.K. address (to this day I still do that as do many digital nomads , usually as me using parents address for that) but I had my muchbetter account and other payment methods I use for gambling all under my Isle of Man address (and you have to go through all the normal KYC/aml on that with those companies providing them your rental agreements etc) and I was using them extensively everywhere (100k + of deposits at oshi / winz alone)

So they asked for the bank account AFTER seeing all the other id with Isle of Man on it (and I’d registered with them under IOM 🤷‍♂️) and then suddenly when I ask "why is my MuchBetter account etc not valid proof I use it everywhere else no problems including sister properties of Bitstarz" they then pull the "Restricted Territory"

I’m playing a long time , I know exactly what has gone on here and they need to make this right - I was doing nothing wrong , abiding by what they had in their terms etc but they have acted terribly and their story doesn’t wash it was a freeroll plain and simple

Thanks for your patience. I went over the information you provided.

You admitted to registering with an address that is on the Isle of Man; however, your country was set to Ireland, despite the Isle of Man not being part of Ireland.

Similar to the complaint you refer to, it was rejected because the address didn't correspond to the correct country. In that complaint, the player's complaint was rejected. Please note that we pursue refunds only in cases where we can conclude the player is eligible for them. In cases where the player registers with incorrect personal information, we are powerless to confront the casino. Please let me know if there is any information I misunderstood or overlooked.

Sorry ? That’s NOT what I said - I said clearly when I registered HERE (Casino Guru) I registered as Ireland . At Bitstarz I used all my Isle of Man details as were current at that time - that’s exactly what I said - I even supplied a screenshot of all my isle of Mann details from Oshi , I can’t supply the Bitstarz one as I’ve no access

(and I confirmed all this a week ago by email when you first asked)

Here’s the text from my reply published above " NOT btw for online gambling for that I would always use the country I’m currently residing in as I did with all online gambling sites when I was residing in the Isle of Man and provided my Proof of Address etc same to Winz and Oshi which I’d been playing at for months"

And the text from my email to you a week ago "No problem it is confusing I suppose 

No I registered with the casino as Isle of Man as that’s where I was , exact same player profile that I had with the other related properties Winz and Oshi , same email , telephone , address etc 

One of the reasons for being in the Isle of Man was so I could play unrestricted - even though I’m Irish I come from the North of Ireland which unfortunately forms part of the United Kingdom (I’m still Irish , Irish passport etc) but the U.K. gambling laws are ridiculous so I was in the Isle of Man so I could specifically play where I wanted without restriction . That’s why I’m so careful with t+c’s I didn’t move countries to solve a problem to then end up in another one "

Further text from a post above "So they asked for the bank account AFTER seeing all the other id with Isle of Man on it (and I’d registered with them under IOM 🤷‍♂️) and then suddenly when I ask "why is my MuchBetter account etc not valid proof I use it everywhere else no problems including sister properties of Bitstarz" they then pull the "Restricted Territory"

And here is my Winz account which is still open with the same details on it there always were (I haven’t used it since all this with Bitstarz so there was no need to change anything this is probably the 1st time I’ve logged in since) as you can see Isle of Man (I’ve cropped this but quite happy to provide the full account with my name , dob etc on it if need be) - ALL sites I played at whilst living in Isle Of Man had my IOM details registered

There are 28 pages of transactions on that Winz account which I’ve just looked at , deposits/withdrawals full IOM KYC no issues whatsoever and the account still in good standing as it always was - but I walked because of Bitstarz

Ireland only was mentioned because that’s what I registered on Casino Guru it has NO relevance

I just don’t understand how there is any confusion (now) over this - this is your question (and confirmation that it is irrelevant what country I used for signing up here at casino guru)

And here is my reply

Neither of the 2 parties in this dispute (Myself or Bitstarz) ever mentioned Ireland in anything relating to this at any time then or now

Ireland was only ever brought into it as that’s what I registered as HERE (Casino Guru) - "Ireland" has no relevance to anything to do with this dispute . I simply can’t be any clearer on that

Dear IOMNOTUK,

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, Michal (michal.v@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

Hello IOMNOTUK,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear BitStarz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi guys,

Sure, give me a moment to dig into this.

Dear BitStarz Casino,

We will be waiting for your updates.

I've also emailed you @michal

Dear IOMNOTUK,

Could you tell me when exactly your account was closed?

23/09/22 and I wrote many letters to many entities thereafter about it as in 20+ years of Internet gambling I’ve never had a stroke like this pulled on me (Because I’m careful).

This has re-emerged now as some friends of mine who are very active on Social Media in the Gambling Sphere had been highlighting a case of $250k being seized on a player with the casino citing collusion with a live dealer when in fact the game being played was electronic blackjack. I saw it, knew it was them, communicated with them about it and told them my story about what had happened with Bitstarz – It’s always bothered me and they suggested I shouldn’t let it rest that they would try and make contact (which they did seemingly to no avail) – and that I should raise a complaint on one of the review sites.

I chose Casino Guru as looking at some of the terms of raising a complaint in certain places there seemed to be this "veil of secrecy" and I preferred the more open approach of this sites posting the complaint in open public view.

I am aware of the corporate history of BitStarz, including the change from Dama N.V. to Gareton B.V., and how the brand is currently presented on Casino Guru and elsewhere (Established 2014, continuous reputation, etc.).

I note that the BitStarz representative has been emailing Casino Guru privately and that the follow-up question is simply the date the account was closed. As there is no time bar on complaints at Casino Guru, the only reasonable inference is that the date is being sought in order to raise a "new legal entity / Gareton B.V. is not responsible for earlier claims" argument.

For the avoidance of any doubt, and so the position is clear in advance: if that argument is made, it must be applied consistently. In that case the continuous "established 2014" history and long-standing reputation claims would no longer accurately reflect the current operator. Those claims would need to be updated not only on Casino Guru but across all major review sites that currently list the brand as established in 2014 with a continuous track record (including Casinomeister, AskGamblers and others). A brand cannot retain the commercial benefit of a 12-year continuous track record while simultaneously distancing itself from events that occurred during that same period. It is one or the other.

What continues to concern me is that the core issue has always been straightforward. The Isle of Man was not listed as a restricted territory in the terms at the time I signed up and played. That was BitStarz’s drafting. Once that error was highlighted — particularly in a public complaint process — a competent review of the terms as they stood at the time, and of the subsequent correspondence, should have made the position clear relatively quickly. I would have expected the response at that point to be to put the matter right rather than prolong it

Finally, for the avoidance of any later suggestion that records no longer exist or have been purged: I retain full screenshots of the relevant conversations, the amounts that were in play, the terms that applied at the time, and BitStarz’s own emails. Some of those emails have already been posted in this complaint. In addition, when I spoke to BitStarz live support only a few weeks ago they were still able to access the account closure record and the stated reasons for it. They know exactly what was taken and under which terms it was taken. Those terms were erroneous. The funds remain outstanding.

I also note that Gareton B.V. (the same legal entity that operates BitStarz under licence OGL/2024/165/0185) is currently promoting the Cashy "Justice Fund" — a public $1,000,000 fund set up to pay players who have been wronged by other casinos, in partnership with AskGamblers.

While that initiative is presented as standing up for players, the same operator still has this unresolved claim of $6,850 arising from an account closure based on terms that did not list the Isle of Man as restricted at the time of play. The contrast is difficult to ignore

I note the six-month contractual limitation period in the current Terms. For the avoidance of any doubt, and as is already clear from the correspondence and evidence posted in this complaint: I raised this matter with BitStarz immediately after the account was closed and followed it up in detail. The payment provider also engaged with BitStarz on my behalf. In every case the response was the same — a complete refusal to engage with the substance. They simply repeated that I was in breach of the terms and that the decision was final, despite the Isle of Man not being listed as a restricted territory in the terms that applied at the time I signed up and played. That was a pure stonewall.

A straightforward admission that the original terms contained an error, and a decision to put it right, would have ended the matter with no hard feelings. Instead they chose to maintain the position that I was at fault for their own drafting mistake. That same company now operates the Cashy "Justice Fund", publicly presenting itself as standing up for players wronged by other casinos. The contrast between that public stance and the refusal to correct a clear error in this case speaks for itself.

Any delay after those early efforts is the direct result of BitStarz’s refusal to acknowledge their own error, not any failure on my part to pursue the claim when it arose.

Here is the email from MuchBetter - this mess resulted in me "a valued vip customer" also leaving MuchBetter as I felt they did not put enough pressure on their Business Partner Bitstarz

This is the problem with these things , one Company makes a mess , refuses to engage and correct their own errors and two other properties Winz and Oshi and a payment provider all lose the customer as well

The time to correct this is now , all Bitstarz have to do is make this right , not as I suspect instead try to find some other way out of this (as that would not fit with their public "justice" stance ) .

The initial emails from them are on this complaint thread , The IOM is NOT part of the U.K. and it was not stated on their terms as a restricted country (even though they deemed it so) … and this shouldn’t require numerous back and forth on those issues

Dear IOMNOTUK,

I understand your point of view. Unfortunately, we are not able to assist you any further with this case. As per our terms and conditions, we do not deal with issues that are older than 6 months:

"4.5. We also retain the right to refuse or cease to manage at any time when We discover that the complaint is related to events that occurred over six months prior to submitting the complaint, when a User submits a complaint in the name of another person, or when the complaint falls outside of our area of expertise in handling complaints. This includes but is not limited to complaints related to sports betting, cybercrimes, affiliate issues, and social casinos."

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.