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

Player: [hidden by Casino Guru]

Account Email: [hidden by Casino Guru]

Casino: BitStarz

Disputed Amount: 0.7 BTC (approx. USD 41,000 at the time)

Evidence Provided:

Deposit Proofs

Records showing that deposits were made in Bitcoin via Cash App → BTC transfer to BitStarz wallet.

Balance Screenshot

A screenshot of my BitStarz account showing a balance of 0.7 BTC.

Withdrawal Request Emails

Emails from BitStarz confirming withdrawal requests to my BTC wallet addresses (e.g., 36QLJ7yy…SV3FZL, bc1qut5uya…klc3fe).

These requests were later marked as "cancelled" by the casino without explanation.

Casino’s Closure Email

An email from BitStarz stating that my account was closed due to alleged "bonus misuse."

The casino failed to provide specific evidence of any bonus activation or misuse.

Player Appeal Emails

My emails to BitStarz support, clearly explaining that:

I never opted in to any welcome bonus.

All winnings came from my own deposits.

I requested the release of my 0.7 BTC, but received no resolution.

Casino’s Final Response

A generic message from BitStarz refusing to reopen my account and withholding my entire balance, without providing proof of bonus involvement.

Key Point for Regulators / Mediators:

The confiscated amount (0.7 BTC) was generated from my own deposits, not from any bonus. BitStarz has not provided evidence to justify the confiscation. I respectfully request that my funds be returned

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with withdrawing funds from BitStarz. To better assist you and resolve this issue, I have a few questions:

• Have you made any successful withdrawals from this casino before?
• Have you been informed about the details of the alleged "bonus misuse" that led to your account closure?
• Could you provide any additional correspondence you had with BitStarz support after your account was closed?
• Have you passed the full KYC verification?
• Have you played with any bonuses at all while you actively used Bitstarz Casino?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Subject: Response to Complaint Questions — BitStarz Case

Dear Veronika,

Thank you for your response regarding my complaint against BitStarz. Please see my answers below:

Successful withdrawals: No, I have never successfully withdrawn from BitStarz. My withdrawal request of 0.7 BTC was cancelled by the casino.

Bonus misuse accusation: BitStarz mentioned "bonus misuse" but never provided any clear explanation or evidence. I never used any bonuses.

Further communication: After my account was closed, I contacted BitStarz several times by email. They only repeated their accusation without details or proof.

KYC: Yes, I have already completed the full KYC verification and passed it successfully.

Bonus usage: I never used any welcome bonus or promotion. All my winnings came from my own deposits.

Multiple accounts / same IP: I do not know anyone else in my household who created another BitStarz account. I only had my own account.

I kindly ask Casino.Guru to help me mediate this dispute and request BitStarz to either provide evidence for their accusation or return my legitimate funds of 0.7 BTC.

Thank you for your assistance.

Sincerely,

Y. Z.

Subject: Response to Complaint Questions — BitStarz Case

Dear Veronika,

Thank you for your response regarding my complaint against BitStarz. Please see my answers below:

Successful withdrawals: No, I have never successfully withdrawn from BitStarz. My pending withdrawals of 0.20 BTC, 0.24 BTC, and 0.50 BTC (total 0.94 BTC) were all cancelled by the casino.

Bonus misuse accusation: BitStarz mentioned "bonus misuse" but never provided any clear explanation or evidence. I never used any bonuses.

Further communication: After my account was closed, I contacted BitStarz several times by email. They only repeated their accusation without details or proof.

KYC: Yes, I have already completed the full KYC verification and passed it successfully.

Bonus usage: I never used any welcome bonus or promotion. All my winnings came from my own deposits.

Multiple accounts / same IP: I do not know anyone else in my household who created another BitStarz account. I only had my own account.

I kindly ask Casino.Guru to help me mediate this dispute and request BitStarz to either provide evidence for their accusation or return my legitimate funds of 0.94 BTC.

Thank you for your assistance.

Sincerely,

Y. Z.

I apologize, rickychan1970, but we regret to inform you that we cannot assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am 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.