BitStarz Casino - Die Auszahlung des Spielers wurde einbehalten.

After years of playing with the same account, I deposited a huge amount of money. I sometimes withdrew small amounts and they were given to me without any problem. However, when I won 3,000 euros, they asked me for all sorts of photos, documents, etc. After handing everything over and being told that my documentation was in order, they took the money, returned 80 euros to my account, and told me that I had withdrawn it, that I'm from a restricted country, and that they wouldn't give me that money back. Is that even legal? I'm only allowed to play while I'm depositing money; when I try to withdraw something worthwhile, they steal from me. I wasted so many hours trying to earn that money.

Después de años jugando con la misma cuenta, metí muchísimo, muchísimo dinero... Alguna vez saqué cantidades bajas y me las dieron sin problema. Sin embargo, cuando gane 3mil... Me pidieron todo tipo de fotos, documentación etc... Después de entregarlo todo y decirme que la documentación está en regla. Me quitan el dinero, me devuelven 80€ a la cuenta y me dicen que lo saqué, que soy de un país restringido y que no me dan ese dinero... Eso se puede hacer? Solo soy apto para jugar mientras meto dinero, cuando voy a sacar algo que merece la pena me roban... Perdí muchas horas para conseguir ese dinero.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you register at this casino? Did you pass the full KYC verification at this casino in the past?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Were you able to register directly from Spain without receiving any pop-up notifications or warnings stating that players from Spain were not allowed to register at the casino?
• Did you fill out your profile correctly, stating Spain as your country of residence?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi, I passed the KYC verification when they requested it.

I cant remember when i register, vut im sure more than two or three years. They even asked me to verify a payment method that I didn't use for that deposit either.

When I registered at the casino, I was playing from Spain. There were games I couldn't play and they recommended I use a VPN

I was playing vía oficial app, sometimes i can play without VPN, sometimes no.

When i register my account, i dont receive any pop Up. And i wasnt needed to say my country

They allowed me to deposit a lot of money, using crypto and using card

I was vip player. Every friday they give me Big bonuses for loyalty.

Hi, I passed the KYC verification when they requested it.

I cant remember when i register, vut im sure more than two or three years. They even asked me to verify a payment method that I didn't use for that deposit either.

When I registered at the casino, I was playing from Spain. There were games I couldn't play and they recommended I use a VPN

I was playing vía oficial app, sometimes i can play without VPN, sometimes no.

When i register my account, i dont receive any pop Up. And i wasnt needed to say my country

They allowed me to deposit a lot of money, using crypto and using card

I was vip player. Every friday they give me Big bonuses for loyalty.

Thank you for your reply. Please forward me the communication between you and the casino customer support regarding the closure of your account due to your country of residence being restricted at veronika.f@casino.guru. I appreciate your cooperation.

I am unable to provide it, as they claim my account was deleted.

Me es imposible aportarla, ya que me eliminaron la cuenta según ellos

Please forward me any communication you had with the casino regarding this issue, as this evidence is necessary for us to continue with the investigation. This can include emails, chat transcripts, screenshots, or any other documentation confirming that you had an account at this casino and that your winnings were confiscated.

Please send the relevant evidence to me at veronika.f@casino.guru.

I appreciate your time and cooperation.

I sent the email to yours

Dear Defretered

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Defretered,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BitStarz Casino to join this conversation and assist in addressing the complaint.

Dear BitStarz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi there,

Thank you for the invite.

Firstly, it's not true that the OP is a VIP, I'm not sure if it matters too much in this case but I'd prefer to be thorough.

Now, the player entered Norway as country, misrepresenting the location he's in, which is of course a breach of any terms in any casino. If you couldn't find your country in the list, there might be a reason for that.

Furthermore, OP used VPN in order to circumvent the IP block we have for Spain to access the site, so I think it's a bit unfair to put the responsibility on us here when:

A. OP couldn't access the site because we block his country's IP

B. He put Norway in his profile as Spain wasn't available.

When we discovered this we closed his account and returned the last deposit to you.

Here's more specifically rules breached:

3.1. The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. Your consent to the Terms and Conditions confirms that You are solely responsible for participating in games of chance offered by the Website and do not breach laws applicable to You in the local jurisdiction.

3.6. "Users from the following countries and their territories ("Restricted Countries List") are not allowed to deposit and play real money games: United States of America, Puerto Rico, Greece, United Kingdom (including any overseas territories), Isle of Man, Jersey, Gibraltar, Spain....."

3.3. The Casino reserves the right to verify Your identity during the KYC (Know Your Customer) procedure. Should You breach the Restricted Countries Policy, the Casino does not guarantee the availability of a refund in case You manage to complete payment in breach of the Policy

Dear BitStarz Casino,

Thank you for your response and for providing clarification regarding the account closure.

To allow us to properly review the circumstances of the case, could you please provide us with the relevant supporting evidence showing that the player accessed the casino from Spain while using a VPN and that Norway was selected as the country of residence during registration?

You may send the evidence directly to my email address at stefan.m@casino.guru.

We would also appreciate any relevant account records or technical information supporting the decision to close the account and refund only the player's latest deposit.

Thank you in advance for your cooperation.

I look forward to your response.

Hi Stefan,

Not sure if you can see the screenshot I attached but I'll email you.

Dear Defretered,

I have reviewed the evidence provided by the casino, and it appears that the information entered during registration does not match your actual circumstances.

According to the information provided, you are a Spanish citizen, Norway was selected as your country of residence, and a Dutch VPN was used to access the casino despite Spain being a restricted jurisdiction.

Such activity appears to be in breach of the casino's Terms and Conditions, particularly the restrictions related to prohibited countries and the use of inaccurate registration information.

Could you please comment on these findings and provide us with your explanation of the situation?

I look forward to your response.

When I registered, I was in Norway. Literally. I'd been registered since 2019, if I'm not mistaken.

I have connected to the account using VPNs from MEXICO, NORWAY, GERMANY, and THE NETHERLANDS.

To be able to play certain games that didn't appear with my internet connection, not because of access.

Sometimes I'd get a message saying players from that country weren't allowed when I connected from those countries. I'd restart the connection and that would fix it.

I also use them for privacy.

If I've really been doing this for so long, why did they look the other way while I kept putting money in and putting it in? But when it comes time to take money out (AFTER YEARS OF SPENDING), they tell me I'm breaking the rules?

If I break the rules to serve, why don't I break them to serve?

Applying the same rule, they should return all the money I paid, right?

Cuando me registré me encontraba en noruega. Literalmente. Llevaba registrado si no me equivoco desde 2019.

Me he conectado a la cuenta usando VPN de MEXICO, NORUEGA, ALEMANIA Y HOLANDA.

Para poder jugar a determinados juegos que no me aparecían con mi conexión de internet, no por acceder.

A veces saltaba el aviso de no se aceptan jugadores de ese pais al conectarme desde esos países. Reiniciaba conexión y solucionado.

Al igual que también las uso por privacidad.

Si realmente he estado haciendo eso durante tanto tiempo. Por qué han mirado hacia un lado mientras metía y metía dinero. Pero al momento de sacar el dinero (DESPUES DE AÑOS GASTANDO) me dicen que estoy infringiendo las normas?

Si infrinjo las normas para sacar, por qué no las infrinjo para meter?

Aplicando la misma norma, deben devolverme todo lo ingresado no?

Dear Defretered,

Thank you for your response.

The use of a VPN itself is not necessarily considered an issue from our perspective. However, using a VPN specifically to circumvent a country restriction during registration or to access a casino from a restricted jurisdiction would be considered problematic and may constitute a breach of the casino's Terms and Conditions.

Could you please provide us with any evidence showing that you were residing in Norway at the time you registered your casino account?

This could include, for example, proof of address or another document confirming your residence in Norway during the relevant period.

Thank you for your cooperation.

I look forward to your response.

I was on a ship we repaired; it makes stops all over the world.

The company is NAVANTIA.

I don't remember the name of the ship, and I also think the subcontracting company that repaired it no longer exists.

It's been a long time since 2019, and I'm still using VPNs from all the countries I mentioned earlier to play all the games.

Games from Spain aren't entertaining. So I don't even bother using the country as a central connection.

Finding proof of my residence in Norway during registration is difficult.

I request to see the evidence provided of my connection during registration, which corroborates that I was using a fake IP address.

Estaba en un barco que reparamos, va haciendo paradas por todo el mundo.

La empresa es NAVANTIA.

No recuerdo el nombre del barco, además creo que ya no existe la empresa de subcontratación que lo reparaba.

Ha pasado mucho tiempo desde 2019, y aún sigo usando VPN de todos los países que antes mencioné para jugar a todos los juegos.

Los juegos de España no son entretenidos. Así que ni siquiera me molesto en usar el país como conexión central.

Encontrar pruebas de mi residencia en noruega durante el registro es difícil.

Solicito ver las pruebas aportadas de mi conexión durante el registro, que corroboren que estaba usando una ip falseada.

Dear Defretered,

Thank you for your response and for providing further clarification.

We have carefully reviewed the information and evidence available in this case. While you have explained that you were physically present in Norway at the time of registration, your latest response indicates that this was connected to temporary work aboard a ship rather than you actually residing in Norway. Unfortunately, you have also been unable to provide any evidence confirming that Norway was your country of residence at the time the account was created.

This distinction is important, as the registration form required your country of residence, rather than simply the country from which you happened to be accessing the casino at that particular time.

Furthermore, you have confirmed that you regularly used VPN connections from various countries in order to access games that would otherwise not be available from your actual location. As Spain is specifically listed as a restricted jurisdiction under the casino's Terms and Conditions, we consider the combination of inaccurate registration information and the use of VPN connections to bypass geographical restrictions to be a significant breach of the casino's rules.

We have reviewed the evidence supplied by the casino as part of our investigation. However, certain internal or technical evidence provided to us privately by casinos cannot necessarily be shared publicly with the parties involved.

Taking all of the above into consideration, we do not believe we have sufficient grounds to dispute the casino's decision to close the account. The casino has also confirmed that your latest deposit was returned to you.

For these reasons, we will now proceed to reject this complaint.

I am sorry that we were unable to achieve the outcome you were hoping for. Please remember that you are welcome to contact us again if you encounter any issues with this or any other casino in the future. Our team will be happy to review any new concerns and assist whenever possible.

Thank you for your understanding.

Best regards,

Stefan

Casino.Guru