BitStarz Casino - La cuenta del jugador ha sido cerrada por presunta multicontabilidad.

Hello, i have created account in Bitstarz casino, following your promo (125% bonus). So i deposited 80 usdt and got 100usdt bonus. I started to play The Dog house slot. I successfully wagered the bonus wager, uploaded all required documents for verification. Created withdrawal request. They have asked for some more photo and selfie, i have uploaded everything. But then i got the message that my account is blocked due to multiaccounting. And all my winning were taken by them. I have only one account.

1. I have played onyl slots
2. I have never withdrawn from this casino
3. I do not think that it somehow possible that somebody created dublicate account from my ip. At least i hope so.

Once, you provide your email, i will send you the communication with casino.

Could you please invite casino representative, not to lose time.

Dear robotimopai,

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?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello.

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

No absoulutely no

Did you use a VPN?

My vpn is enabled all the time. But vpn is the same country i am from. Russia. The vpn server is Russian. I use just to protect my data.

During verification i filled all the lines with my personal data and living address

I have forwarded you the letter they have sent me

Thank you very much, robotimopai, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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 robotimopai,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BitStarz Casino representative to join this conversation and participate in resolving this complaint.

Dear BitStarz Casino,

Could you comment on this? Could you provide us with evidence of multiple accounts? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Hi everyone 🙂

Will share info with you Stefan.

Dear Bitstarz Casino,

You can send the evidence to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We've sent a response to you Stefan, we did back on the 12th

Dear Bitstarz Casino,

I have responded to your email.

I'll be awaiting your reply.

Thank you, as it's Christmas you'll have to forgive us but we're short on time.

Dear Bitstarz Casino,

OK, I will extend the timer by seven days. Please, let me know once you respond to my email.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We will 🙂 but as this is holiday times for everyone, we need a bit more time.

Hello, Stefan. Any updates?

Hello robotimopai,

I am afraid I haven't received any response from the casino yet.

Dear BitStarz Casino,

Could you respond to my email?

I'll be awaiting your reply.

Dear bistarz.

Have you finished forging evidence against me?

Did you get my email?

Dear BitStarz Casino,

I have responded to your email with a couple of questions.

I'll be awaiting your reply.

Will reply today

Dear BitStarz Casino,

I have responded to your email.

I'll be awaiting your reply.

Replied

Hello robotimopai,

The casino provided us with evidence that multiple accounts have a similar pattern of depositing, wagering, and claiming bonuses. These accounts have also used the same IP, which indicates that it will be really difficult to prove that you don't have multiple accounts.

Could you comment on this?

I'll be awaiting your reply.

i do not have other accounts. Pattern of depositing wagering and claiming bonuses? I have used the most popular method of deposit, and played one the most popular slot in the world, and use your bonus code. Sorry, i will not use special offers anymore if they lead to account blocking.

Hello robotimopai,

Thank you for your response. Could you explain why there is an IP match between other accounts?

I'll be awaiting your reply.

I do not know, i am from Russia, our goverment always do something with ip when blocking youtube or other stuff it can change.

Hello robotimopai,

The casino's monitoring systems have detected that your account has been associated with a match in IP with other players/accounts who exhibit the same deposit patterns, gameplay behaviors, and bonus claims. It is strictly forbidden to maintain multiple accounts within the casino's establishment. This policy is in place to ensure fair play and integrity for all.

Having more than one account can lead to complications and potential violations of the casino's terms of service, which may result in account suspension or other disciplinary actions.

We kindly ask you to review the casino's terms and conditions regarding gameplay and bonus claims.

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.