BitStarz Casino - Se niegan las ganancias de los jugadores en un sorteo.

Hi it stars had a Tesla raffle giveaway and the winner is able to opt in to receive the vehicle or $50,000 cash on their account my name on my account is just**** and there giveaway says that just**** is the winner of the Tesla raffle giveaway so I tried to go collect my winnings and opt in to receive the cash instead of the vehicle but first they told me that my account didn't have any deposit and that I hadn't earned any raffle tickets on my account which is not true I had 170 raffle tickets in this drawing that I earned by playing and making deposits I've spent a good amount of my good hard moneys at this casino and it even says that just**** is the lucky winner of the raffle

Hello nocitaj2,

Thank you very much for submitting your 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.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Can you please forward your deposit history from the casino to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

By verified if you mean have I submitted a copy of my driver's license or ID then I don't believe so no why and I forwarded you my deposit transaction information to the email address you provided

Hello nocitaj2,

Can you please advise what e-mail address? I have not provided any e-mail address in the complaint yet.

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear nocitaj2,

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.

Thank you nocitaj2 for all the information provided so far. To further clarify the situation with the casino, I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you nocitaj2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitStarz Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi Peter,

Sure, I'll pass over all the info proving that the player did not win the Tesla.

Thank you for providing me with the information BitStarz Casino representative.

nocitaj2, the casino representative has provided me with evidence that you changed your name 2 days after the results were announced to the name of the winner, however, you failed to consider that the stars are indicating masked letters to protect the privacy of the player and not the real name of the user. Additionally, the win was based on the ticket number and not the username of the player so with that in mind we will reject your complaint. Thank you for your understanding.

Kind regards,

Peter