BitStarz Casino - La cuenta del jugador ha sido cerrada.

I created an account in this casino yesterday and immediately went to talk to support where I was informed that I already had another account. I informed them that I didn't know about that and they said it was okay, they would delete the old account and let me keep this new one with the bonus free spins for registering. I do not have a copy of this conversation but it happened in live chat, so there will be proof of that on their side.

With the free spins they gave me I played until 300€, I tried withdrawing 100€ and after that they just cancelled my account talking about the duplicate. But they already knew about that and they said it was okay as long as it didn't happen again, and it didn't happen again and they just cancelled the account.

Dear Vyzerio,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BitStarz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that you forgot about previous registration in the casino prior to creating your latest account?
• Do you now remember when you created your first account? Did you claim any bonuses on that account? Was there any gaming activity at all?
• Did you use the same data to create a new account (e.g. personal info, email address, phone number)?
• Did you pass the KYC verification at the casino?  
• Have you made any deposits to your new account, or were the winnings accumulated solely using no-deposit free spins?

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,

Natalia

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Vyzerio,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey, I just saw this.

Will give you all the information requested.

Do I understand correctly that you forgot about previous registration in the casino prior to creating your latest account? Yes, but the casino support knew that as soon as I created this new account and said that the first account would be closed and I would be able to continue play on this one.

Do you now remember when you created your first account? Did you claim any bonuses on that account? Was there any gaming activity at all? I do not remember at all having created an account on this casino before and if I did there would be no gaming history.

Did you use the same data to create a new account (e.g. personal info, email address, phone number)? I do not know this as I didn't remember the old account

Did you pass the KYC verification at the casino?  KYC was not requested

Have you made any deposits to your new account, or were the winnings accumulated solely using no-deposit free spins? The winnings were only gotten through free spins given there was no deposit made.

I'll be waiting for a reply, thank you so much in advance.

Vyzerio

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Vyzerio,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So the only screenshot I have is the one attached from the email they sent me after. They completely disabled my account so I couldn't go back to the chat and take screenshots. They reference another account that already used free spins but I have no memory if that ever happend

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

I'll be waiting. Thank you!

Ficarei a aguardar. Obrigado!

Hello Vyzerio, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BitStarz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player has been told originally that the old account will be deleted and not cause a problem in the future? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi there,

"Could you please provide more details as of why this player has been told originally that the old account will be deleted and not cause a problem in the future?"

Did the player provide any proof of us saying this? Because as far as I can see in the thread above, I don't see any screenshot indicating we saying it's OK for this player to open multiple accounts.

Olle

Edit:

I saw the live chat.

Yes it appears that it's correct that we allowed the player to use the new account. However, that doesn't mean the player is entitled to multiple registration offers as per our terms and conditions. As indicated above, the player hasn't deposited but solely used the no deposit free spins.

We gave consent for the player to use his new account but that doesn't mean he's entitled to the registration spins which is a separate matter.

At second glance, the player seems to be from Portugal as he entered a Portuguese address, that said he entered Norway as a country as Portugal is a restricted country. So therefore it appears he's not eligible to play here anyway, and entered another country to circumvent the country block.

However, if they knew about this situation, they should have said so in the live chat or withdrawn the bonus.

But you left the bonus. I played for hours, and then when I tried to withdraw the money you simply deleted it

No entanto se sabiam desta situação deviam ter dito logo no chat ao vivo ou ter retirado o bônus.

Mas deixaram o bônus. Joguei durante horas, e depois ao tentar retirar o dinheiro vocês simplesmente excluíram

The fact still remains you entered the wrong country to circumvent the country block, the people on live chat assumed you were in Norway, because that's the country you entered. But it's clear you're in Portugal are you not?

Yes I am in Portugal. Once again information that you could have accessed from the start. I keep my VPN on Norway for personal reasons and not to circumvent anything. Because as far as I'm aware if VPN use was forbidden usually casinos let you know. But yes I was using a VPN, no I wasn't using to circumvent anything as I wasn't even aware there was a second account until later

You just proved my point. Portugal is restricted so you entered Norway as a country and used Norwegian VPN to get the spins as you can't get them from Portugal. Thus lied on your profile info which invalidates any spins given to you.

CasinoGuru I'll rest my case here.

I would like to thank the BitStarz Casino for quick responses and explanation. Much appreciated.

Dear Vyzerio, unfortunately in this case there is nothing much I can do. Portugal is on the list of the prohibited countries and even if you have not read the T&C (which I would recommend you always check for at least the list of prohibited countries), you could inquire with the live chat as of why there is not an option to choose Portugal as your country of residence, when filling out personal details. I am sure they would tell you about the country restriction right away. By disguising your IP and posing as a Norwegian player, the live chat agent had no way of knowing you are visiting from restricted country. Thorough IP check usually does not happen until KYC/AML verification process - or in case of issues.

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.