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BitStarz Casino - Unjustified duplicate account accusations and confiscated winnings

Complaint Info
Disputed casino BitStarz Casino
Reason Declined payment
Amount € 3800
Posted on October 7, 2019

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.

Posted on October 8, 2019

Hi there,

Allow me to present the BitStarz side of this story.

As for the UK remark. Absolutely correct that we do not accept UK players, and we even have a UK IP block if you try
to access the site from said country. When the player in question signed up however, we didn't have that in place as he
signed up 3 years ago.

Now, to the disputed scenario.

The player in question has two accounts with us, and a full KYC has been conducted on both accounts. We have ID on both accounts, and full name, nationality and DOB match perfectly. There's also the same person on both ID pictures, which makes it hard to dispute that we're talking about the same person here.

User claims he doesn't have a second account with us, however, logins have been done on both accounts from the same city in Denmark (a small city with less than 12 000 people), which further supports the fact the player in question have two accounts with us.

We're happy to provide AG with both IP logs and full KYC documents for both accounts to support our claim, however we do not wish to publicly display ID and other documents as an attachment for the respect of the player's identity.



Posted on October 8, 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 being rejected due to player's obvious attempt to use AGCCS in a bad faith. 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.

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