Complaint #53 BitStarz Casino

Unjustly denying to pay my winnings

By Melinda B.

9 years ago

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.

Disputed Casino BitStarz Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

9 years ago

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 support@bitstarz.com. 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.

BitStarz Casino Complaint Stats

Resolved 18 / 18

Avg. Amount $2,639

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

BitStarz Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 3 days, while the average duration across all operators is 8 days.

BitStarz Casino Complaints

See all complaints for this casino

Removing my winnings without explanation

After spending a long time deciding where to make my first casino deposit, I eventually chose BitStarz.
It is a decision I deeply regret to this day because the entire experience has been nothing short of terrible.

I made my very first deposit of 975.87 NOK, and as a new customer I received a 100% welcome bonus of another 975.87 NOK, giving me a total playing balance of 1,951.74 NOK.

After I started playing, I hit a great win before I had even touched any of the bonus funds.
I eventually wagered through my entire cash balance and ended up with a total balance of 16,092 NOK.

The moment I tried to withdraw my winnings, BitStarz’s attitude changed completely.
They asked me to verify my identity, which I had absolutely no problem doing.

I submitted my passport and proof of address, but they just kept asking for more and more documents.
It became completely unreasonable.
They then requested a selfie of me holding my passport next to my face, which I provided without hesitation.
When they realized they couldn’t find any issue with that either, they went even further and asked for a selfie with my street name visible in the background.

I complied with that request as well because I have absolutely nothing to hide.

What is truly unbelievable is the extent to which BitStarz appears willing to go to avoid paying out legitimate winnings.

Once they seemed to realize they could no longer delay the verification process, they suddenly sent me an email claiming that I was not eligible for the welcome bonus.

This claim is completely false.
First of all, I had never made a deposit at BitStarz before, making me fully eligible as a new customer.
Secondly—and most importantly—the winnings in question were generated before I had even started using the bonus balance.

This explanation is nothing more than an excuse to avoid paying my winnings. I genuinely regret not reading the reviews beforehand because I have since found many other players describing very similar experiences.

BitStarz, I am not going to let this go. I have the financial means to pursue this, even if it costs me more in legal fees than the amount in dispute. I will not allow your dishonest and unacceptable business practices to go unchallenged.

Rejected

kr16,092

14 days delayed refund

Hello, I opened an account in bitstarz and I deposited 20$ and got a bonus. I won 100$ they told me like every scam casino that you are not eligible for this bonus and that they would close my account and refund the 20$ deposit....14 days and am still waiting for this refund.. I literally sent them more than 40 email and always the same answer. There is no estimated time frame, so they can send it in 30 years or maybe 100. My complaint is that no respectful casino will ever tell u no estimated time for refund..

Resolved

$20

After I hit the take a permeant break, casino stopped the withdraw process

I have been using bitstarz for a while and cash out many times with no issues what so ever, but this time when I hit cash out I decided to take a permeant break from their site, which took away all of my access to getting back into the site. Me thinking since I already hit the cash out button and that the cash out was already in progress to be sent to my bitcoin wallet that it would send the withdraw and my account would be disabled, but however that was not the case.

After I hit the take a permeant break, bitstarz actually stopped the withdraw process for some reason and has not sent my remaining funds to me in what is now about to be two weeks. Every time I ask them if they heard anything on the process or have a time frame of when I might get my withdraw they say they haven't heard anything from the department yet & that they hope to hear something soon. The first person I spoke to with on live chat after this happened told me I could do a manual withdraw if I sent them my wallet address, so I did, but after I sent them my wallet manually to verify that it was the address I wanted to use still, they decided to change their mind on the manual withdraw, which didn't make any sense to me.

Resolved

Withdrawals showing pending

Yes I've made two separate withdrawals on my account. I have not received them. Been told that there's issues and be available within 24 hours or sooner. But it's been over 24 hours. I've also made a deposit and it was approved on blockchain and I haven't received that either. I'm just basically told 24 hours was told the same thing again today. They're showing pending.

Rejected

Bitstarz Casino - 20+ Days Payment Delay

I withdrew $5500 from Bitstarz on 3 April which was accepted and processed. I realised that the suffix on my account was incorrect and contacted my bank to advise best next steps. They suggested a change being sent to correct the suffix which Bitstarz said they did on the 5th April. I have contacted both my bank and Bitstarz every few days and Bitstarz can provide no update or request a trace. As of today all they could say is they have asked for an update and there is no ETA. It has now been 20 days. Please help.

Resolved

$5,500

Software malfunction not addressed properly

About a month ago I was not awarded a bonus round on Quickspin’s Golden glyph.

When they got back to me they said their history records don’t reflect any such thing - and even backed it up with a screenshot.

***Now I’d like to say I have played years at Bitstarz and on Quickspin games, and Bitstarz have always been great to deal with and I’ve never had any problems with either of them, technical or otherwise***

Now I’m no computer expert so I want to know whether there is any legitimate reason their history could be different?

It was only a 20c spin but the thought they could ‘potentially’ be scamming customers so blatantly is nagging at me and has left me questioning how legitimate/ fair online casinos really are as a whole.

I have emailed the videos/screenshots as it’s not giving me an option to attach them here.

Resolved

Original Deposit Not Returned After Failed Verification

Good day

I have an issue with BitStarz Bitcoin Online Casino.

On the 28th of December 2020 I requested a withdrawal after making 5 deposits into my BitStarz online casino account. In total it was 9.89678893 BTC.

Here is the Bitcoin Address I paid to and the Blockchain link showing the transactions.

Address: 37wzzF7M1NZVpVRhimXhS4pebXRiwRPyxp

https://www.blockchain.com/btc/address/37wzzF7M1NZVpVRhimXhS4pebXRiwRPyxp

During my gambling session, I won roughly 30 BTC. I made a withdrawal request and shortly after I received an email from Sean at from BitStarz Support (Ticket #W82TG) asking for Verification Documents.

I then sent what they requested.

- A copy of my passport.

- A photo of my face (selfie) with my government issued passport with a paper with the word Bitstarz and the date.

- My proof of address.

Doing that already made me uncomfortable because the whole reason for using Bitcoin is to stay anonymous. However, I did as they requested.

Later that day, I received a phone call from one of the Bitstarz support / finance department personal. I have spoken to him and he seemed satisfied.

Yes, after all of this, they reversed my withdrawal. I had over 40 BTC in my account. During some more gambling, I have lost and my remaining balance was +- 22 BTC.

After this, I received an email saying that they are blocking my account until they are satisfied with my verification. Which I've already sent to them.

As things stand now, my account is blocked. I cannot get access to the +- 12 BTC I've won, not even my own 9.89678893 BTC that I have deposited.

After numerous emails back and forth, I have requested that they return my original 9.89678893 BTC to the original address that I've sent it from. In turn, I received an email saying that they have seized the BTC.

In my layman understanding of this is that they are not satisfied with my verification and refuse to return my original BTC to the original address it was sent from. In other words, they literally stole 9.89678893 BTC from me. I have done what they asked and they still are not satisfied.

I humbly request that you assist me in this matter. 9.89678893 BTC is a lot of money that I cannot just write off. They said something in one of the emails about AML legislation etc which is absolutely ridiculous. All I ask is that they return my original 9.89678893 BTC to the addresses it was sent from then there is no AML issues at all. Yes, they refuse and by the looks of things they want to steel my 9.89678893 BTC and the winnings on top of that.

I really hope that you would be able to assist me in this matter.

Kind regards,

Petrus < surname removed >

Rejected

BTC10

Unjustified duplicate account accusations and confiscated winnings

Hi, I write to you from Denmark with an issue with Bitstarz. They refuse to cooperate on this mattter.

A couple of days ago I signed up on 2 Direx N.V. casinos , Bitstarz (and Golden Star), where I deposited and played.
I actually checked on here that they accept players from Denmark, which they do.

On my second deposit of 100 EUR started to get some winnings, and made an withdrawal of EUR 2000 .
I got an email asking for the verification documents, which I provided instantly. (attached)
I later cancelled the withdrawal and ended up winning more, and withdrawed in total EUR 3800.
Now this is when the nightmare starts.

I got an email from support stating that I have played using 2 accounts, and have used the welcome bonus 2 times,
and gives me an email and an fake ID issued in the UK. (see comments) I thought I'd faint , as this is very serious.

Now, the fact is that I live in Denmark , it's not my email , and I have not registered an account in the UK that I play with.

Even though IF the fact were that I lived in the UK and in some way had an account, I still would not be able to play on BitStarz as stated in their T&C. 3.7

"If you are a player from Spain, Sweden, France, the UK, The Netherlands, Dutch West Indies and Curacao, US or any of its states, you won't be allowed to play real money wagering games including bitcoins."

I have asked them to send all the details for the supposed active second account, but they refuse to cooperate, and are threatening me, with that I should withdraw 100 EUR or I will loose them as well. (see comments in the conversation)

They falsely accuse me of playing on duplicate accounts using the same danish IP address, which I have asked for proof of, but they refuse to send this , and only (repetedly) ask me to withdraw 100 EUR so they can close my account. I have also asked for logs when "I" have been logged in on this other account, dates and times. They do not want to send anything I ask for, and I am in shock over the whole situation. This is a behaviour I have never encountered before.

I refer to their T&C 6.3
"In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim."

As they don't want to provide records of the duplicate account, the dispute is only looked at from their side.

If looking further at the T&C's it says that only one account per IP, household and PC is allowed. That is of course standard for any casino, - I am always aware of the casino TC's. But in this situation it doesn't add up , they do not wish to cooperate, and I am left frustrated and sad that people can be like this.

Thankful for any help.

Rejected

€3,800

Inadequate assistance with a game glitch

Bitstar game "The Nutcracker kicker me out up in getting 5 x free spin symbols after putting several thousand dollars into the machines.

Issue occurred Friday 6 Sept 2019 @15:54pm. at the time I had 17 free games remaining an was already on a x 4 win multiplier with 17 games remaining. Butstarz strung me along telling me that I would receive an email and that the game would be fixed and finally telling me almost 3 days later that I could log in and culd resume my feature if I again removed all cookies and history and did a fresh log in or used another device. I dd this repeatedly for several more days loging in daily and advising again that the game would allow me back in:

Customer Service last message was on Mon, 09/09/19 12:14 pm saying that the game had been fixed.

I followed up imediately 10 minutes later o@ Mon, 09/09/19 12:25 pm advising that the game kept booting me despite the instructions I'd been given having been completed repeatedly. Supplying both error screen shots and asking for resolution.

I then follow up via the ticket lof and I believe via support aswell checking the game on a daily basis. Post Bitstarz last contact I have email message via the ticket on the following dates:

4 Days +6 hrs Tuesday, 10 September 2019 10:41:06 pm - My free games still hasn’t returned, I can log in to the game but no free spins, and

upon attempting to spin the reels I get the attached error message. Further screen shots attached showing the error messages received proving issue not resolved and asking for a url I might be able to access the game through manually.

"6 Days + 16 Hours after incident "Friday 13 September message saying that it is almost a week and I hadn;t heard from anyone since the

NO RESPONSE 2019, 2:08:22 am" previous Monday, just long enough for the deposits to clear from the CC then I didn't hear from them again in response to any of my message. Advised that isn't sorted by then i’ll lodge an official complaint with your licensing body, and report the to ask gamblers. I don’t want to take that route, But have no chouce as I;m not hearing from them. Still heard nothinig.

6 days + 19 hrs Emailed Nick Head of casino Who emailed me regarding a big winner so I responded syaing that I;ve been waiting over a week for a resolution and without any update to repeated inquiries at all for 5 days so instead of self promoting why don;t you service the customers issues. AGAIN NO Response now as of Moday september 16th haven't heard back from anyone since Mon, 09/09/19 12:14 pm, not a peep in over a week and since all the transactions cleared. Voted best casino??? What a joke.

I have all the screen shots from the game, all the communications about the issues and proof of issue game number just need an email address to send it.

Rejected

Unjustified accusations and confiscation of deposit

BitStarz Casino,

20 Free Spins yielded a win. A maximum withdrawal amount of up to 0.3BCH after playthrough is met according to the Term Agreement. However the system would not allow me to submit a withdrawal request. The crypto address field is disabled and so I sought the assistance of a BitStarz support hero. Here comes Henry to save the day! Henry reviews the account for a minute and figured: “ To enable the withdrawal method you need to make deposit with it.” I asked how much, it was 0.14BCH (chat log attached in this email)

I made my deposit as instructed. As I waited for confirmations to complete, I realized I need to know what will happen to my deposit of 0.15BCH which was added to my post playthrough balance of .528BCH at the time. I opened chat again (spoke to Mark) and was advised to add my deposit on top of the 0.3BCH. I submitted the withdrawal in the amount of 0.45490560BCH. After the cashout confirmation email process, I received an email from Richard that said they found my account as duplicated and is a violation of BitStarz’s T&C. And all funds in my account has been seized in full, the account was also disabled and I can no longer login. I thought maybe there was a mistake and so I asked to be sent a copy or documentation of this alleged violation charged against me. BitStarz replied saying there is no charge. Claimed that multiple accounts were linked to my account and so a decision was made to confiscate the full balance. (Transcript of conversation attached with this email)

Now I’m really confused and frustrated. I have been accused of a violation but refused to provide evidence to substantiate the charge. Denied me access to my winnings and deposit monies. But no there is no charge against you. Are you serious? This is the best you can come up with? I wonder how many others experienced my situation.

Here’s another view of the scenario:

Resolved