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BitStarz - Winnings confiscated 2.01BTC

Ruling

Found for the Casino - Bitstarz Casino have provided enough evidence for us to establish this player's account is unnaturally associated with other accounts. As such we will take no further part in representing this player's claim.

Read our BitStarz Casino Review.

Player's Complaint

I am seeking your assistance to resolve a complaint.

I signed up with Bitstarz during Sept/Oct 2017 and kept reviewing games but never played on the site until 02/19/2018. I made my 1st deposit on 2/19 and used all my funds with bonus. Before making my second deposit I approached customer support and asked them that i want to play on live casino but i am unable to play. They advised me to make a fresh deposit into the account and while making a deposit check on "I do not wish to receive any promotional bonus". I followed the instructions and made the deposit which was credited instantly. I again went to customer support and check that all is in place and they confirmed that all is OK now. I also asked, that since I do not have any bonus in my account, if i play now and win anything, will i be entitled to cash out without any problem. [EDIT], of customer support confirmed to me that yes, if there are any winnings they will be yours and you can withdraw them without any problem.

After playing at different tables for few hours my balance stood up at 2.07 Btc and I opted for cashing out 2.0 btc - I later cancelled the cash out and opted for cashout of 2.0104 btc.

I recieved an email from support to submit documents for verfication. Its interesting to note that BTC deposits are wallet to wallet and no documentations are needed across the globe but I submitted the required documents. Finally i noticed that all submitted documents were approved and cash out was showing processed - 1.9963 btc this was on 02/20 - H'ever after sometime, i received an email from customer support stating that my funds have been confiscated due to violation of the rules.

Upon enquiring I was told that since bonus was claimed the account does not qualify for the win. Its is notable, that all bonus funds were finished before making 2nd deposit and the 2nd deposit did not add any bonus amount which is when i was able to play on the live tables.

They informed that there are multiple accounts in your name and as such its a violation. Its incorrect information as I do not have any other account and it appears to me that this is a clear mis-statment from the site operator.

I only have 1 account and this is what i have registered and used.

Conclusion,

1) Firstly they said that the account does not qualify as bonus was claimed and when explained that the bonus terms were met and the new funds were added to account and no bonus funds were playable / played as their system does not allow players to play on the live tables until there is 1 satoshi bonus in the account. Further it was confirmed with [EDIT] / customer support that 2nd deposit was all cash deposit and no bonus was added by the system and that he confirmed to me that i am eligible to play on live tables now and all money will be cashable.

Then they changed their stance from bonus violations in registration of more than 1 account in my name which is in correct again.

I humbly request you to please discuss with the manager of Bitstarz and reslove this issue.

Online players are always at the mercy of the site operators as we only win in ages but when we are faced with this kind of situation it is all the more dis-heartening.

I hope you will assist me in getting my genuine money recovered.

Thanks

Read the casino review

3 Responses

User icon
ThePOGG
February 28, 2018

Hi FAN001 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
FAN001
March 6, 2018

Thank you for taking this up. I hope with your efforts I should be able to get the winnings released. Fingers corssed.

User icon
ThePOGG
March 19, 2018

BitStarz casino have provided enough evidence to demonstrate that the connections between this player's account and another account go beyond what could be explained by coincidence. As such we will take no further part in the representation of this claim.

ThePOGG

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FAN001 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:

February 28, 2018

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