BitStarz Casino - プレイヤーの賞金は没収されました。

I found Bitstarz here on Casino Guru, they where ranked #1 for crypto casinos in the big brand section for me. Seeing that I created my account in the beginning of October, I deposited 3500 Dogecoin and got a bonus of 100% percent. (I selected currency "DGB" in the complaint form since I could not find anything for Dogecoin) After playing some time I had lost all of it.

Two weeks later I receive an email with a new promotion that offers 100% bonus for the next 24 hours. This time I deposited 7309 Dogecoin, on the 24 of October. After playing for a few days on Gates of Olympus, Wanted dead or Alive, Itero and a live casino game called "Crazy Time" I had about 34 000 Dogecoin in my balance. I had uploaded some documents on my account when I first created it but they had not been checked yet. So I contacted support and they told me I had to make a withdrawal first for my documents to get checked. So I made a withdrawal request as per the chat agents instructions of 15 000 Dogecoin on 28th of October 15:28.

The same day 15:53 I receive this email from Bitstarz:

Hey,

We had a look at your account and can see that you unfortunately were not eligible for the welcome package.

As stated in our bonus terms:

"GENERAL BONUS TERMS AND CONDITIONS

3.1

All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller etc), IP, and shared computer, e.g. public library or workplace."

And we found a linked account via your IP/device/household that had already taken part of the welcome package, so therefore it's not available for you as well.

Feel free to read the bonus terms here:

https://bitstarz1.eu/bonus-terms-and-conditions

Due to this we had to forfeit any winnings generated with the welcome package and to return your last deposit made.

You will not be able to receive the welcome package.

We wish you a good day.

Best regards,

Bit★Starz Support

There is no one in my family who plays on casinos and no one else using my computer, I tried telling their support this but they would not listen at all. I even received an email with a third bonus which is very strange since they are saying I am not allowed to use them. Also why could I use the first bonus without any issues, then get a second special 24 hour bonus and suddenly it is a problem. Their support won't help me anymore so I need some help getting this sorted out.

Dear EIndianaJones,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino block your account?
• Were you able to withdraw your deposit already?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please list which documents you submitted for verification of 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,

Tomas