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BitStar - Withdrawal Confiscated Due to Bitstarz Service not Available in Spain

Ruling

Found for the Casino - Broadly speaking we would prefer duplicate accounts to be managed by nullification but currently non-refund appears to be supported in law.

Read our Bitstarz Casino Review.

Player's Complaint

Bitstarz refused to process withdrawal of 1 BTC (7215 EUR) because of duplicated accounts and availability of BitStarz services in Spain.

I have tried several times to request to talk to someone and explain the situation over Email and Facebook Messenger but said their decision to confiscate the funds it's final.

-I am a resident of Romania have been using VPN and successfully withdrew earnings from the platform

-First account was registered with a Company Email which I no longer had access to and the self exclusion option was set which restricted me from accessing the account.At no point both accounts were active or in use.

-I created an account with my personal email as I didn't work for the company any longer.

-Account didn't take advantage of any promotion, offer, discount or in any way tried benefit of Bitstarz, I was using in good faith a personal account which was created because I no longer had access to the company email.(Proof can be provided)

-Bitstarz system failed to restrict access to prohibited countries, allowed full functionality including funds to be deposited and spent on the platform but restricted the withdrawals.

Bitstarz offered to refund 1 out of the 20 deposits made instead of paying out the 7200 EUR BUT by the time I am writing this my account has been blocked without the possibility to withdraw even the 1 deposit was supposed to be refunded. The total of the 20 deposits made is more than 10 K.

If I would be alerted/informed in the main page of your website with clear message/alarm that my funds would be confiscated IF I use the platform with a VPN I would have not been depositing and using the platform in the first place but I did receive withdrawals from you before.

I am asking BitStarz to kindly take into consideration the above and release my funds.

Read the casino review

5 Responses

User icon
ThePOGG
January 9, 2020

Hi alex-n - welcome to ThePOGG.com!

In this situation the Spanish issue is irrelevant. If you have opened more than one account you have breached the operator's terms of use and your second account is void.

I'll contact the operator to review what should be refunded.

ThePOGG

User icon
Alex.n
January 9, 2020

Hi @ThePOGG,

I appreciate it, thank you for the fast response.

User icon
Alex.n
January 9, 2020

@BitStarz

As a your loyal customer I ask you to be considerate and pardon my uninformed mistake .

The 20 deposits made are ~ 10.000 EUR and the withdrawal request was for 7115 EUR would you be kind to process my withdrawal ?

I will for sure not be making the same mistake again and will read the terms of use 10 times not only for BitStarz but for every account I sign up to from now on.

Thank you

Happy New Year!

User icon
Alex.n
January 15, 2020

Hi,

Any news on the refund or withdrawal ?

Thank you

User icon
ThePOGG
March 6, 2020

Hi Alex.n,

Sadly there is nothing we can do to help you in this instance. The Bitstarz terms of use on this matter are as follows:

"You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account."

Where you have opened more than one account by this term the operator are under no obligation to refund any deposit you have made.

Personally, I would have preferred to see the operator refund all deposits given that there was no possibility of payout, but we are having the same fight in far stronger regulatory jurisdictions at the present time and to date the information that we have received would indicate that the operator's position in this case is legally tenable.

Sorry we could not be of further help.

ThePOGG

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Agreement

Alex.n consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bitstarz
  • Curacao eGaming
  • Direx N.V.

January 9, 2020

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