BitStarz Casino - Povlačenje igrača je zaplenjeno.

Hello Casino Guru,

I started playing at BitStarz because of a bonus. I deposited 50 euros and won up to 220,97 euros. All wager requirements were reached and I tried to withdraw the money.

They declined because someone in my household or my family already used the bonus. This is completely untrue, and I've no idea how they got to that conclusion. I didn't even my 50 euros back.

How do we deal with this situation?

Thank you!

Dear jtyr, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Could you please send me a link to the bonus you activated and played with? Alternatively, send me a screenshot of it.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Dear Veronika,

I am 100% sure that no one in my household has used this bonus.

I used to live with my ex-girlfriend, who has never tried playing at a casino, and now I live alone.

i am verified, as they also said the first time my withdrawal was a success and after that they scammed and said I already used the bonus and more cap

So, no one else could have used it.

I will send you the screenshots shortly.

Best regards,

Jakob

Have you used any VPN or IP-masking software to alter your true location while playing at this casino?

Have you logged into your casino account from a public computer or a public IP?

Is there any possibility that some of your friends or relatives used this bonus while they were visiting you?

Hi Veronika

I have not used a VPN.

I have not used a public IP or computer.

I am 100% sure that no friends, family, or anyone else could have used these bonuses.

Best regards

Jakob T.

Thank you very much, jtyr, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you jtyr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

Hi Peter,

Sorry for the slow reply here.

To which email can we send the justification for our actions?

Jakob14@live.dk

Mvh Jakob

You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the information BitStarz Casino representative.

Dear jtyr, according to the information provided to us by the casino you have lost both the deposit and the bonus amount associated with it. However, you have taken free spins from which you accumulated winnings but there are multiple accounts associated with yours which goes against the casino's terms and conditions which have no deposit bonus limitation regarding multiple accounts. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter