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Dear gabidaw20,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you kindly provide the country of residence that you entered during the registration process?
2. Additionally, did you complete the verification process before losing access to your account?
3. Lastly, could you please confirm how long have you been playing at BitStarz Casino?

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,

Attila

Hello ,good to see you

1.So I entered Austria because I m living here for one year (I can provide everything for this ),but I m Romanian and I have Romanian id and my bank account with what I deposited the money it was revolut and on that I have aswell adress from Romania

2.I completed and it was in pending all the time ,aswell I asked help from BitStarz service because I didn t know what I need to provide exactly for them

3.The account was created on 05.03.2026 and they said I use a vpn and closed my account on the date 07.03.2026(in this date when they closed my account and cancelled my withdrawal I had the win )

What I want to say aswell ,I m sorry for this but I can not do nothing if I have to put my Romanian id and adress for verification I don t have nothing else for the KYC ,I didn t used vpn and I repeat myself I can send you documents as residence here,e-card(medical insurance) and etc

Dear gabidaw20, thank you for your response. Could you please forward the documents you have mentioned? You can reach me via email at attila.g@casino.guru.

Thank you in advance.

Can you please name the documents to know what exactly I need to show you?

because I have contract ,e-card here ,and something else what can help you.Just name what you need and I will send

if not when I will arrive home I will send everything I have

Attila,I just send you the documents

if you need something else I will wait a message from you

i hope good news

Dear Player,

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.

Kind regards,

Attila

Dear gabidaw20,

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 and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Hi there,

Thanks for roping us in.

@marina, to whom can I provide evidence to support the action taken?

Olle

Dear BitStarz Casino Team,

can you please send it to my email address? (martina.b@casino.guru)

Thank you very much in advance

You got it, will send shortly

Hi sorry because i m getting here now ,but i would like to say i can prove i was in Austria in the day when i made the account by a train ticket from here and aswell the plane ticket i had it ,i think i can make it pdf or something ,this just to prove I was in Austria in that day.

Martina ,i just send you the plane ticket ,train ticket and the day when i made account on gmail to just not lose time ,take a look there aswell before you make a decision.

Aswell please consider here in Austria is a difference of hours from some country’s.

Thank you in advance

Dear gabidaw20,

can you please send the casino that email as well please?

Thank you very much in advance

Can you please give me an email from them to send it correctly?

I just send it to them on this gmail support@bitstarz.com the documents what i gave for you ,i hope it s the good gmail to not lose time.

Ok in this situation what should I do when they don t want to cooperate and i send all the proofs i am in Austria witch is not a restricted country for them

It s very frustrating because they don t want to talk with me and they don t want to make easy the situation.Now please tell me what should I do to solve this problem and have my money back because i send enough proofs in my opinion to show i m actually in Austria

i m adding this one aswell here after i send the 3 documents what i gave to you aswell with everything (residence and everything )and it s nothing good for them so please i would like to solve this problem as fast as possible because this thing it s not normal

S o ,I’m so sorry i m spaming the messages here but now as i can see they swapped the reason from ,,you was using vpn" to ,,you gave false documents for avoiding the restricted country"

Let me explain once ,I chosed Austria because i m here ,i have everything here ,phone number address everything ,but I puted my Romanian id because i was thinking it will be good ,and to be honest I didn t even knew Romania is a restricted country for them.Plus why i should put the Romanian id if I knew about the restriction.

So please let s find a solution because i m getting frustrated about this ,and I know you can understand i can provide everything again just to proof .

Thank you in advance.

Dear gabidaw20,

Thank you for your patience while we carefully reviewed your case.

After an internal discussion, I am very sorry to say that we are unfortunately unable to assist you further in this matter.

The main issue relates to the information provided in your account, specifically the inconsistency in the address details. We understand that this may not have been your intention, however, using a Romanian street address while selecting Austria as the country is generally considered a breach of the casino’s Terms and Conditions.

In such situations, the safest approach is to use your correct residential address in Austria or contact the casino’s support team beforehand if certain options are not available during registration.

We would also like to point out that the casino has refunded your deposits, which we consider an important mitigating factor in this case.

Please rest assured that, as an independent party, we have reviewed all the available information and evidence very carefully. Our decision is based solely on verified facts and an objective assessment.

I understand this is likely not the outcome you were hoping for, and I am truly sorry that we cannot assist you further in this case.

Of course, you are still entitled to disagree with our conclusion and may consider contacting the relevant licensing authority if you believe your case deserves further review.

Thank you for your understanding.