BitStarz Casino - 플레이어의 계정은 다중 계정 사용 혐의로 폐쇄되었습니다.

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 I have never withdrawn from this casino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.