BitStarz Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I am a player from Russia and it was my first time playing at BItstarz casino.

Bitstarz is a bad casino, I think they are scammers. I saw a lot of adverts and tried to play at them, also I was surprised by the good rating on the forums. 

I like to play in casinos, I play in 3-4 casinos such as Stake, bets.io and a couple of others. 

The first time I tried playing at Bitstarz, I made a deposit of 50 USDT from OKX exchange, got a welcome bonus of 100%. I played slots and I won over 2000 USDT. Then later on I started losing and I lost my balance to 1850 USDT. 

I decided to make a withdrawal, the casino asked me for my passport photo, address. I uploaded the information. Next they asked me for selfies with my passport and date. I sent the documents the same way. Then after a few hours they asked for a photo with the house number on the street. I did the same. Asked them several times how long will the whole process take? They said they didn't know, but soon. Wait for it. After a few hours I opened my mail and saw a message about confiscation of funds and closing my account that I use several accounts, I was asked to write to the online chat. I wrote to the online chat very surprised saying that I don't have any accounts on their platform. I learnt about them recently. There is simply no other account on their platform. I asked for information and they refused. I told them that they were scammers and said I would file a complaint. I do not recommend playing at this casino.

They told me to make a withdrawal in the amount of my $50 deposit and withdraw the funds, after that they will close the account. All other funds were confiscated.  

Dear epyvrotdy2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household, or using the same IP address, might have also created an account at this casino?

Additionally, could you please confirm if you successfully passed the full KYC verification process, or was the process still incomplete when the casino disabled your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

I have sent my identity documents. They confirmed them, but did not verify me, because they rejected the document with my address. After that, they asked me to take a picture with my house ( with the street name ) I sent a photo of my house. (with the street name) After that, they disabled my account and told me to withdraw funds, confiscating my winnings of $ 1,850. I have never used their casino before, and no one from my family plays at the casino either. The operator in the online chat responded to my messages with irony and sarcasm, sending a thumbs-up sticker.

I don't understand why they asked me for verification if they accuse me of having another account on their platform. I sent the documents and waited about 15 hours for a response from them. Their customer support is very cheeky. Their online support answered very rude. I think they did this in order to not withdraw my $1850 to me.