BitStarz Casino - Igračev račun je zatvoren nakon pobede.

I played for almost 2 years with this casino lots of deposits and withdrawals and then I won really big!$81,000! then all of a sudden they decided they didn't want to pay me and shut me down close my account told me I couldn't log in and stop communication with me said they would let the game designers decide but I feel like they took the money or they're definitely not being Fair. My account there was under the email address [email address hidden by Casino Guru]. I have asked around a few places for some help with this and I just can't seem to find any so far.

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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 better understand your situation.

What types of games did you play to accumulate your winnings of $81,000?

Did you accumulate these winnings with or without a bonus?

What reason did the casino provide for confiscating your winnings? Please forward me the email you received from the casino explaining why your winnings were voided and your account was closed at veronika.f@casino.guru.

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

Dear Langlee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! I played a few games but the first one I won on was their original game "slot machine", I also won on "pho sho" and 'sakura winds"

Thank you for your response and for the emails.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

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 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.

Best regards

Veronika