What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

BitStarz Casino - Unjustified accusations and confiscation of deposit

RESOLVED
Complaint Info
Disputed casino BitStarz Casino
Reason Refund declined
gt4gigs California Message
Posted on July 24, 2019

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:

Posted on July 24, 2019

Hi there,

Let me present our side of the story here.

When it comes to playing casino online, there are some TnC's which are pretty much the same across all casino out there, and one of them is the rule of only being allowed one account per player. When it comes to your particular case, you have a laundry list of duplicate accounts linked to you, not only by IP, but device and browser.

in other words, it's accounts that have been opened and used via the same device you're using for play on this particular account linked to the case you're presenting here. Furthermore, many emails of these accounts have your name in them, which makes this case even more clear that you have opened multiple accounts and played with us.

I'm happy to provide (with you consent of course, as I do not wish to publicly display your emails without you agreeing to it) that shows your name on multiple accounts linked via browser.

In regards to the term, it breaches term 3.2 of the BitStarz general terms which are attached here for your reference.

Kind Regards,

Olle

AskGamblers
Posted on July 24, 2019

Dear @BitStarz Casino,

AskGamblers Complaints Team is kindly asking you to clarify as of why are you confiscating player's deposit.

Thank you for your cooperation.

gt4gigs California Message
Posted on July 25, 2019

Thank you Askgamblers Team.
@Bitstarz, yes please clarify why and if you are willing to rectify.
Best regards

Posted on July 25, 2019

Hi there,

You'll have to pardon me for the slow reply as we most likely have a bit of time difference here.

I think there's a distinction that has to be made between a player who gets a linked account by mistake, and someone
who deliberately is opening multiple accounts. The first mentioned player should not be punished for what could be
an honest mistake in my opinion.

However, in this particular OP's case, we see 50 other accounts opened via his device and used in the same browser (many of which has his name in the email), which makes it hard for me to see that being some kind of mistake or one time fluke.
Opening that vast amount of accounts to try to abuse our promotions is a serious thing, and the justification (based on the terms we have in place), are there to ensure there's a consequence for deliberately abusing a casino.

If there was no confiscation of the deposit in this case, that means the worst case scenario for an abuser of bonuses
would be getting the deposit back. There would be no other consequences besides losing the bonus money generated
by illicit means. So this means that the person could go on forever trying to open accounts and abuse promotions and
the worst case scenario would be for the player to get back to square one again with no loss.

The amount confiscated here was also extremely low, and doesn't by a long shot cover cost attributed us for closing all accounts,
and all other fees attributed to game play, bonuses and platform for his accounts. Hence (and once more emphasizing that we're doing this based on the terms and conditions), we feel that confiscating that small deposit is justified in this particular case.

Kind Regards,

Olle

AskGamblers
Posted on July 25, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf BitStarz Casino management in regards of this complaint to confirm and justify the casino actions.

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 regulatory body.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy