BitStarz Casino - プレイヤーの賞金は没収されます。

So I won 2139.07 everything was fine until I tried to cash out I confirmed my withdrawal address and then they sent me and email stating I had a duplicate account and I wasn't eligible for the welcome bonus i did not want any bonus when i deposited money there promotions automatically are added when u deposit its stupid and they weren't gonna pay me out however I have never used this online casino before when I tried to live chat with them they said the same thing I had a duplicate account I took screenshot of the emails this is all they say to me about this please help me thanks.

Dear neilaalienmoon89,

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 has also created an account at this casino?
• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Did you pass the verification?

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,

Kristina

Im pretty sure the can see activity on accounts like transaction history, bonus history, etc and There is no anyone else from my ip address created an account

i play Slots the game i won on is emotions.

I do believe I'm verified yes

Thank you for your reply, neilaalienmoon89. Could you please advise if you currently have access to your casino account? Do I understand correctly that you accumulated your winnings with a welcome bonus?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

I do have access to my account. They said I have another account that already used the welcome bonus but this isn't true they didn't provide proof of another account or anything apparently just saying that was good enough

Thank you very much, neilaalienmoon89, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello neilaalienmoon89,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite BitStarz Casino to join the conversation.

Dear BitStarz Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]

Hi there,

Sure, thanks for the invite.

So, the reason for the confiscation was not solely because of others using the Welcome Bonus on the same IP, but rather the fact that someone using the same browser on the same device has already taken the Welcome Bonus.

Even if it was just IP, it's a violation of our terms, but this is beyond IP as the other person has used the same device and the same browser to claim the bonus.

Will provide proof of such to you, Michal.

Olle

They are lying i only deposited to one account the account i won on there is no way they can prove anything lol I want my money!!

Thank you for your email, Olle / BitStarz team. I have replied back with some additional inquiries.

Dear neilaalienmoon89,

Can you please confirm that no one else has access to your device? Furthermore, could you let us know how long you have been using your device to play at BitStarz casino or how long you have owned this device?

I just got this phone the end of January it's a Samsung flip6 ice been playing on bitstars casino since the beginning of February and I'm the only one that's used my device they are lying and I don't know why they say they can prove it well where's that proof lol I want my money!!

Dear neilaalienmoon89,

Thank you for the confirmation. I'm in talks with the casino team to clarify the matter. I hope to provide an update soon.

Thank you very much

Sorry for the slow reply guys, I'm on vacation so I'm at limited capacity to reply.

?? Well it seems this is going nowhere bitstarz u guys s*** and casinoguru u guys s*** too

*This message was edited by Casino Guru admin because the player's response included offensive words that are against our forum policy.

??????????????????????

Now bitstarz has deactivated my account

Dear neilaalienmoon89,

I understand your desire for a timely response; however, in the current absence of new information or evidence that could shed light on the matter, any new responses lack substantiation. As I noted earlier, the casino team has shared information and evidence with us that contradicts your claims and the details you have provided. This is why I have asked for additional information and evidence to help clarify the situation, and we have to await their response. As part of our standard complaint handling process, the casino team has a certain time for providing us the requested information and evidence, so I kindly ask for your patience. I understand your dissatisfaction with the whole situation, but I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

I hope to be able to share some updates with you soon.

No problem

It's on me as I'm on vacation, but will be back in full force on Monday 🙂

Thank you for your emails and the provided evidence, Olle / BitStarz team.

Dear neilaalienmoon89,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in February 2025, so after you purchased the phone in close succession, linked with the same IPs, device ID, and the same browser hash. All of the accounts took advantage of the bonuses, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru