BitStarz – self exclusion email

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

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

Hello is there any updates

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

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

Hello I sent it through

I usually spoke to them on chat

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

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

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

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

Hello ok I sent the email again today

Sent again

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

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

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

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

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

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

Hi Missy32,

I'm following-up on the above?

Thanks,

ThePOGG

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