BitStarz Casino - La cuenta del jugador se bloqueó.

Hello I have blocked my account because there was a duplicate account but I did not know it for years that I did not play with the same account and after melo I am open again but I did not know that their apple was duplicated and I would like to apologize because I didn't know you can help me because I had won a sum of 8k Mila you can help me I can give you 20% fee if you can help me thanks

Ciao mi anno bloccato il mio account perché c’era un duplicato account però io non lo sapevo per da anni che non giocavo con lo stesso account e dopo melo sono apperto di nuovo però non sapevo che era duplicato loro mela anno detto e vorrei chiedere scusa perché non lo sapevo mi potete aiutare perché avevo vinto una somma di 8k Mila mi potete aiutare vi posso dare 20% comisione se mi potete aiutare grazie

Hello Roki,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with BitStarz Casino. Please allow me to ask you a few more question before we would move forward in the case.

Did you know you had an account with this case before? How long since you created your first account and used it? Did the casino specifically mention that you own 2 accounts there?

Note that account duplicity doesn't only mean that a person has 2 accounts. Casinos consider multiple accounts many other things like same address, same IP, same device. In such cases, the casino has every right to block your account and return your deposit but only the last one not all of them. It is clearly stated in terms which you agreed to when registered.

Looking forward to your answer and I hope we will be able to resolve your issue.

Regards,

Nick

hi I did not remember that I had another account on this casino and as I did not know or played it and I had won like 8 thousand euros because if I knew I did not go to deposit my money anyway I had broken my mobile and I had put on a 'my other phone access to see if I can withdraw my money but after I blocked it because it was double acount but I did not know it was double because if I knew I saw the email because it has been lean years that or played on this casino i don't remember and for that i opened a new one and please help me solve the problem thanks

ciao io non mi ricordavo che avevo un altro account su questo casino e sicome non lo sapevo o giocato e avevo vinto come 8 Mila euro perché se lo sapevo non andavo a depositare i miei soldi comunque si aveva rotto il mio cellulare e avevo messo su un’altra mio telefono l’accesso per vedere se posso prelevare i miei soldi ma dopo me lo anno bloccato perché era dopio acount però io non sapevo che era dopio perché se lo sapevo vedevo la email perché è da anni magri che o giocato su questo casino non mi ricordo e per questo che mi sono apperto uno nuovo e per favore aiutatemi a risolvere il problema grazie

Hello I would like an answer what have you done?

Ciao vorrei una risposta cosa avete fatto ?

Dear Roki,

Unfortunately, not knowing something is not an excuse in cases such as this. It is clearly stated in the casino terms that you can't have multiple accounts. However, some casino may allow you to open a second one if the first one is really old or if you haven't used any bonuses. Could you please advise when exactly did you create your first account and if you have used a bonus with the second one?

I do not know if I had played with the bonus but I do not think I had played anyway I did not know it is I had another account can you help me

Non loso se avevo giocato con il bonus pero non credo che avevo giocato comunque io non lo sapevo che è avevo un’altro account mi potete aiutare

Why don't you give me an answer asap thanks

Perché non mi date una risposta all più presto grazie

Dear Roki,

Sorry for the later response as I was out of office for a few days. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Roki,

I looked at your complaint and will do my best to help you. I would like to invite BitStarz Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Okey

Okey

Hi Viliam,

Thanks for inviting us to the conversation here.

Indeed it's due to multiple accounts, and we're not just talking one duplicate here but more than 5, all linked via browser use on his device. In other words it's not the case of mistaken identity, but rather several accounts opened in his name and used via the browser he's using on his device.

If there's still any doubts as to him being the account holder we've also done KYCs on the other accounts and his ID (actually the same photo) has been uploaded on these. So I think that makes it quite evident that he's the owner of said accounts.

I'm happy to share all these details in a PM to you @CasinoGuru as I don't think it's wise to share it here on the complaint. I think we'll need player consent though.

Needless to say, multiple accounts is clearly prohibited in any casino and it doesn't make things better when you have more than a handful.

Olle

But oh I understood when or opened the account because you did not block me immediately because then you made me deposit and win I want my money and the winning point and that's it

Però oh capito quando o aperto l’account perché non mi avete bloccato subito perché allora mi avete fatto depositare e vincere io voglio i miei soldi e la vincita punto e basta

Dear Olle,

send me the evidence to my email: viliam.v@casino.guru, please.

Hi Viliam,

Will sent right away.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.