BitStarz Casino - Unjustly denying to pay my winnings

RESOLVED
Melinda Bodog Austria
posted on October 26, 2016.

Hello.

I would like to make a complaint on Bitstarz Casino. I saw that is certified from Askgamblers, so I take the opportunity to complain here cause I don't know where else I should do it.

These are the facts.

I made a deposit of 100 and I received a welcome bonus of 100. I played slots and I was lucky and won 38385 euros . Then I uploaded the requested documents for my verification ( passport, bill, transaction Skrill details) . The casino's management verified my documents and they asked some extras, like a selfie with my passport. I sent it also. In the meanwhile I had request a withdrawal of 4000 euros to my Skrill account.

After all this process they kept delaying my payment and after a few more emails they replied me that they decide to confiscate my winning and close my account permanently due to breach of their terms. They specify the reason of duplicated accounts. I asked what they exactly mean, cause I only have one account and they said that my IP address, when I registered, was the same with the IP of another user. They also gave my the IP address 91.141.1.4 .

I have a mobile stick internet connected to my pc, I don't know what was my IP when I registered to the casino. I asked for more information on who is that other person and how can they found this but they cannot provide me with any information. That's why I made this complaint. They might could share information with you that they cannot share with me.  

I didn't do anything wrong and didn't breach any rule. Now they just want to deny my payment cause they just can do it and I find this dirty and unacceptable.

Thank you.

AskGamblers
posted on October 28, 2016.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of BitStarz Casino where it is clearly visible that player had opened more than one account from the IP address stated within players complaints message. Player by these actions violated general casino term #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. If you wish to open another account, you may do so by contacting the Manager at [email protected] If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access"

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BitStarz Casino.