Bitstarz - confiscated +3k Euro

Ruling

Resolved - While there are some concern about this player's account activity, Bitstarz have opted to pay this player in this situation.

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Player's Complaint

On the 22th of may i did my first deposit on Bitstarz, this was with paysafecard. Afterwards i did 2 more deposits, both on the 22 and 23 of may. After a couple days i was able to gain a positive balance and started the process of doing a withdrawal. but before i've did that, i sended in all the required documents to get a fully verified profile and verificated my mobile phone as well ( all of this just to be transparent with the casino, that i was the only person using the account, etc..)

I was playing all the time on my tablet of mobile phone who did uses the 4G network around here in belgium, i wasn't able to use my computer that time because my computer was getting fixed because of a virus. After a couple days ive did got my computer back, but for my own safety on the internet i started using a VPN, i started to play on bitstarz without knowing that my VPN was still on at that time (it was minimalized and not visible for me), after a couple minutes i did put a withdrawal requist through my main computer and several minutes later i did get locked out of my account for some reason. They have confiscated my +3k wins, although they even removed all my winnings i had previously from playing only on my phone/tablet

Went to the support and received an email saying that i was using multiple accounts through the same ip adrress on my name, which is impossible because i do only have 1 account on the casino. Maybe it is because i had my VPN on still by accident? which still i can prove my point, i have proof of me using that VPN and the co-relating IP address (I had send in a picture with my ID, ip adrress on the same picture and even a selfie with my id next to me).

Then i found in the T&C this line: paragraph 3.1.2 (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will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.)

After i had read this, ive did some more research and apparently it is approved to use a VPN, if i had send in all my documents (which i did on before hand). So the security team of the casino could have easely seen that i was me using the account, since i was already verified.

But then again i was playing on my tablet/phone using all different wifi-providers, which gave me different IP-addresses for the whole time being.

I used all the bonusses which i had available (lost 2 of them, and the last one i did to a fully 100%)

Then i found on a forum a person with a similar problem as me i will quote the answer of the support and paste the link here of the thread;

BitStarz

24 points

1 year ago

Hi there,

I think this was a support mistake as they made an IP check on your account and found multiple players using the same IP, without taking into consideration that a VPN could be used here.

I will personally ask them to pay you out in full. Your account should be open in a few minutes and the money should be there soon so you can experience the fast BitStarz withdrawals.

Kind Regards,

[REMOVE]Olle[REMOVE], BitStarz

I hope we can find a solution for this and prevent this from happening again.

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6 Responses

ThePOGG

May 27, 2019

Hi flionidas - welcome to ThePOGG.com!

Unfortunately it is unlikely we will be able to do anything to help you in this situation. You have correctly identified that there is a term specifically restricting the number of accounts that can use an IP address. Where you've used a VPN - and this applies to all online gambling sites - you bear the responsibility if someone else has already used that IP address.

While we can ask the operator to review the case any positive outcome would be as a good will gesture by the operator, not something we could enforce.

Thanks,

ThePOGG

Flionidas

May 27, 2019

that would be a very nice gesture, thanks!

Flionidas

May 27, 2019

as i said this was by accident, i didnt intend to take disadventage of the casino or any other means. hope i just could get a warning, or that i get my balance back and have to wager it for some amount..

hope to hear more soon and that we can find a honest solution for this.

ThePOGG

August 2, 2019

Hi Flionidas,

My understanding is that your balance should have been restored. Can you check and confirm this?

Thanks,

ThePOGG

ThePOGG

August 9, 2019

Hi Flionidas,

I'm following-up on this?

Thanks,

ThePOGG

ThePOGG

August 16, 2019

Hi Fliondas,

If we have't heard from you by Friday the 23rd of August I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG