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BitStarz - self exclusion email

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Bitstarz Casino Review.

Player's Complaint

hello i was playing at bitstarz an ive asked them several times to close down my account because i have a gambling problem an no one get back to me at this casino awel they said they never revieve an email ive checked it looks like the email didnt go through the email adress i got from there site dont work so i keep wasting alot of money out this casino to i would like all my funds im trying so hard not gamble an i get self exclusion all the time to make sure i dont gamble

Read the casino review

21 Responses

User icon
ThePOGG
December 19, 2019

Hi missy32 - welcome back.

Given that you've just submitted a batch of 4 complaints, all of which relate to problem gambling - making a total of 5 such complaints you have submitted to this service - I hope you will be installing BetBlocker on all of your devices for the maximum exclusion length.

Do you have a copy of the email you sent to Bitstarz requesting an exclusion?

Thanks,

ThePOGG

User icon
Missy32
December 21, 2019

hello yes ive sent it through an yes im getting help aswell as a game blocker on my phone ive only just been told lately i can get blocked from online casinos i didnt relise i could do that

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Missy32
December 30, 2019

Hello is there any updates

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Missy32
December 30, 2019

Hello also I proved to them I sent emails an they said they still couldn't refund me an that they never got any emails

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ThePOGG
January 10, 2020

Hi Missy32,

The email you sent through is a request for a refund after your play on the basis that you claim to have asked for a self-exclusion previously. We need to see the self-exclusion request to establish when this request was made.

Thanks,

ThePOGG

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Missy32
January 10, 2020

Hello I sent it through

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Missy32
January 12, 2020

I usually spoke to them on chat

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ThePOGG
January 17, 2020

Hi Missy32,

Bitstarz have provided your full Live Chat correspondence with the casino. There are no closure requests at any point before the 18/12 and at this point your account is immediately closed. During this conversation you explicitly state that you are seeking a refund because your self-exclusion request was made via email. The operator informs you that they have not received any emails from you. Can you provide those emails?

Thanks,

ThePOGG

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Missy32
January 18, 2020

Hello I've been sending the emails are yous not receiving them?

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Missy32
January 19, 2020

I emailed them because you can't do self exclusion over chat

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ThePOGG
January 21, 2020

Hi Missy32,

We've received lots of emails from you, but as far as I can see not the information I've requested.

I need to see the email that you sent to BitStarz requesting your self-exclusion.

Thanks,

ThePOGG

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Missy32
January 22, 2020

Hello ok I sent the email again today

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Missy32
January 22, 2020

Sent again

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ThePOGG
January 24, 2020

Hi Missy32,

Yes, we have seen these emails before. Specifically:

"hello can i please get all my depsoits back as i have a gambling problem an trying to recieve help no matter what i win i will always lose an keep on losing i have emailed yous before to get self exclusion but no one has answered an now ive wasted more money i will be very greatful if you could refund me an shut down my account please can i get my depsoits back ive just wasted my christman money i was doing really well with no gambling until i found this site"

You state in the above that you have "emailed before to get a self-exclusion". We need to see your original email request to establish when you first requested a self-exclusion.

Thanks,

ThePOGG

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Missy32
January 24, 2020

Hello I've been trying to find it an I can not not find it but they still let me deposit even after this email I had to try so many times to get my account closed

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ThePOGG
January 28, 2020

Hi Missy32,

Unless you can find those emails I'm afraid there's nothing further we can do for you. As is stated in the chat conversation at the time, the operator are contesting that they never received any emails from you.

Thanks,

ThePOGG

User icon
Missy32
January 29, 2020

I sent the emails I've got it was sent a week before I deposited an extra $160 you need to read all the way down the email to see I sent an it states I have a gambling problem but the still left it open a week later an deposit $160

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Missy32
January 29, 2020

I asked in this email for them to close down my account but they still left it open an I gamble away a $160 I think it was they keep saying they don't get my emails

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ThePOGG
February 11, 2020

Hi Missy32,

I need you to use your mobile phone and create a video of you, on your desktop or laptop, logging into your email account, going to your sent mail folder and opening the email that you sent Bitstarz support on the 16th of December. Once you have created this video please forward it to [email protected].

Thanks,

ThePOGG

User icon
ThePOGG
February 18, 2020

Hi Missy32,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 25, 2020

Hi Missy32,

If we do not have the above requested video by Friday the 6th of March we will consider this issue closed.

Thanks,

ThePOGG

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Agreement

Missy32 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.

December 19, 2019

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