BitStarz Casino - El retiro del jugador ha sido confiscado.

After years of playing with the same account, I deposited a huge amount of money. I sometimes withdrew small amounts and they were given to me without any problem. However, when I won 3,000 euros, they asked me for all sorts of photos, documents, etc. After handing everything over and being told that my documentation was in order, they took the money, returned 80 euros to my account, and told me that I had withdrawn it, that I'm from a restricted country, and that they wouldn't give me that money back. Is that even legal? I'm only allowed to play while I'm depositing money; when I try to withdraw something worthwhile, they steal from me. I wasted so many hours trying to earn that money.

Después de años jugando con la misma cuenta, metí muchísimo, muchísimo dinero... Alguna vez saqué cantidades bajas y me las dieron sin problema. Sin embargo, cuando gane 3mil... Me pidieron todo tipo de fotos, documentación etc... Después de entregarlo todo y decirme que la documentación está en regla. Me quitan el dinero, me devuelven 80€ a la cuenta y me dicen que lo saqué, que soy de un país restringido y que no me dan ese dinero... Eso se puede hacer? Solo soy apto para jugar mientras meto dinero, cuando voy a sacar algo que merece la pena me roban... Perdí muchas horas para conseguir ese dinero.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you register at this casino? Did you pass the full KYC verification at this casino in the past?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Were you able to register directly from Spain without receiving any pop-up notifications or warnings stating that players from Spain were not allowed to register at the casino?
• Did you fill out your profile correctly, stating Spain as your country of residence?

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

Hi, I passed the KYC verification when they requested it.

I cant remember when i register, vut im sure more than two or three years. They even asked me to verify a payment method that I didn't use for that deposit either.

When I registered at the casino, I was playing from Spain. There were games I couldn't play and they recommended I use a VPN

I was playing vía oficial app, sometimes i can play without VPN, sometimes no.

When i register my account, i dont receive any pop Up. And i wasnt needed to say my country

They allowed me to deposit a lot of money, using crypto and using card

I was vip player. Every friday they give me Big bonuses for loyalty.

Hi, I passed the KYC verification when they requested it.

I cant remember when i register, vut im sure more than two or three years. They even asked me to verify a payment method that I didn't use for that deposit either.

When I registered at the casino, I was playing from Spain. There were games I couldn't play and they recommended I use a VPN

I was playing vía oficial app, sometimes i can play without VPN, sometimes no.

When i register my account, i dont receive any pop Up. And i wasnt needed to say my country

They allowed me to deposit a lot of money, using crypto and using card

I was vip player. Every friday they give me Big bonuses for loyalty.

Thank you for your reply. Please forward me the communication between you and the casino customer support regarding the closure of your account due to your country of residence being restricted at veronika.f@casino.guru. I appreciate your cooperation.

I am unable to provide it, as they claim my account was deleted.

Me es imposible aportarla, ya que me eliminaron la cuenta según ellos

Please forward me any communication you had with the casino regarding this issue, as this evidence is necessary for us to continue with the investigation. This can include emails, chat transcripts, screenshots, or any other documentation confirming that you had an account at this casino and that your winnings were confiscated.

Please send the relevant evidence to me at veronika.f@casino.guru.

I appreciate your time and cooperation.