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Bitstarz – Self exclusion

Ruling

Resolved - Both the submitting complainant and Bitstarz Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Bitstarz Casino Review.

Player's Complaint

I have permanently self excluded twice from casino and then been able to create new account under new email but same device, IP, and phone number . On this 3rd account I had lost everything and spoke to [EDIT] if there was a way to block me from creating account and told him I had gambling problem and told him I dont want to do this anymore and if there was a way to block me permanently. He told me there was no way for them to do that and left my account open. Still open as of right now. I never wanted a refund until I realized that their self exclusion does nothing to help the player. They do no monitoring as other sites Have not let me create new account. Not even 5 Minutes after the conversation, I receive an email for another bonus. They know if I win i just give it right back. But the selfexclusion is a problem if it only relies on the problem gambler not to attempt to play again, not asking for refund from old accounts, just this one. Thank you

Read the casino review

17 Responses

ThePOGG
Jan 19, 2020

Hi jaytam1234 - welcome to ThePOGG.com!

Self-exclusions are a two-way street. The operator is agreeing to take some measures to prevent you playing again. You are agreeing not to try and circumvent those measures. Where you re-register - something that's already in breach of terms and conditions and specifically change elements of your registration information to bypass the automated duplication account restriction systems the operator would not be considered liable for your losses. Even in far more tightly regulated jurisdictions than the Curacao license that BitStarz are subject to what you describe would be highly problematic.

Moving on - were you allowed to play further after your last self-exclusion request?

Have you ever provided proof of identity/address to Bitstarz?

Finally, it sounds like you would benefit from our free Responsible Gambling app BetBlocker that allows you to restrict your internet capable devices from accessing over 7k gambling operator websites, including Bitstarz.

Thanks,

ThePOGG

jaytam1234
Jan 19, 2020

Yes I know they are a two way street. I am going to need you to explain some measures they took. I am lost on that because there is nothing they do except hit close account. All other sites do not let you reopen. I actually still received bonuses today. The problem with your apps is they can be uninstalled. Their is really nothing in place to stop a problem gambler. I told them on my last account the selfexclusion button does not work. And so i needed it closed, it took them a while to do it. Button still did not work this time. What is the point of self exclusion if all you do is close the account, I see nothing they do to take measures. Literally nothing, as I have registered same phone number each time, same device, and same IP. Let us put the refund in the back burner, and most important issue is this particular casino does nothing to stop an excluded gambler from coming back, and they know it, so they put that into their TCs, knowing problem gamblers will redeposit and if asked for a refund, will say no and close account, and know they can just reopen a new one and so forth. Other casinos are proactive, have had the apps and can just be uninstalled, forget the refund, you have a system that reads the IP to know which games you can play, etc, the only reason this site does not block you from reopening an account is because they put in a TC trying to make them not liable no matter how unethical, forget the refund, put something in place to help

jaytam1234
Jan 19, 2020

And no account still closed as i begged them to do

jaytam1234
Jan 19, 2020

And also when account is created , it says welcome spins or registration free spins have already been used by this IP. I would honestly like to know if they do take any measures as that would be the easiest to find any problem gambler, and maybe I somehow just got missed in the system, but like i said lets put the refund behind us, and if i just got missed somehow fine, and if not lets find a way to fix it, problem players should be a concern more than just hitting the close account button

jaytam1234
Jan 19, 2020

And sorry I missed your question , i have no money left to find out if I can deposit

jaytam1234
Jan 19, 2020

I just installed that app and then deleted it. Still blocked from the site. Thank you so much for that

jaytam1234
Jan 19, 2020

It did let me deposit 5 cents before i installed the app

jaytam1234
Jan 20, 2020

More bonus offers today

jaytam1234
Jan 21, 2020

Deposited 3 mbtc today

ThePOGG
Jan 21, 2020

Hi jaytam1234,

As with just about every casino/license, email address is considered a principal piece of registration information. Unlike name, physical address, IP address or date of birth - which can legitimately belong to more than one person - email is almost universally unique to a person. The same email address is extremely unlikely to also be matched by someone else. You have used a new email at registration because you know that if you try to sign-up using the same email you already registered you will be blocked.

Do you have a copy of the communication where you asked to be self-excluded?

Have you provided verification documents for any of your accounts?

Thanks,

ThePOGG

jaytam1234
Jan 21, 2020

Down $300 today

jaytam1234
Jan 22, 2020

Unlike mbit who shows you past convos and emails you a transcript after each convo, i can find no history

ThePOGG
Jan 24, 2020

Hi jaytam1234,

Have you ever provided verification documents for any of your accounts?

Thanks,

ThePOGG

jaytam1234
Jan 25, 2020

Just verifying the same phone number. I won huge today but it was on cashback so wasnt allowed to withdraw it all as rules states so i gave back all my winnings then some. Now its all gone

jaytam1234
Jan 30, 2020

They did finally close my account today when i logged on stating selfexclusion. I asked them why it took them so long to close it and after i deposited so much. They told me they would have the relevant team get back to me via email. I do have the email of the chat of them stating selfexclusion reasons and not knowing why they let me keep depositing

jaytam1234
Feb 04, 2020

Thank you both parties involved. Issue is resolved. Jakob and Adam were great in dealing with me

ThePOGG
Feb 05, 2020

Hi jaytam1234,

Thanks for letting us know your issue has been resolved - it is appreciated!

ThePOGG

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Agreement

jaytam1234 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 18, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.