BitStarz Casino - Das Spielerkonto wurde gesperrt.

Hi there,

I registered at this casino yesterday because of the positive rating here and made a deposit. Today I was logged out while playing and could no longer log in. Then it came that my account was disabled. Then I contacted the live chat. He now claims that I would abuse the bonus because I also claimed the welcome bonus at other casinos. When I asked for evidence, it was not answered and I read when I asked about my deposited money of just over 100 euros, I was told that the casino would keep my deposit. I am shocked beyond measure !!! Could you please give me additional help?!

Hallo,

ich habe mich gestern aufgrund der positiven Bewertung hier, bei diesem Casino registriert und eine Einzahlung getätigt. Heute wurde ich während dem spielen ausgeloggt und konnte mich nicht mehr einloggen. Dann kam, dass mein account disabeld sei. Danach habe ich den live chat kontaktiert. Dieser behauptet nun, dass ich Bonus Missbrauch betreiben würde, weil ich auch bei anderen Casinos den Wilkommensbonus beansprucht hätte. Auf meine Frage nach Beweisen wurde nicht eingegangen und las ich nach meinem eingezahlten Geld von etwas über 100 Euro fragte, wurde mir gesagt, dass das Casino meine Einzahlung behalten würde. Ich bin über alle Maßen schockiert!!! Können Sie mir bitte weiterhelfen?!

Hello Annabelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Annabelle. I see that you have been accused of opening multiple accounts at this casino. Could you please clarify if you have created more than one account at BitStarz Casino?

I only opened one account there

Ich habe nur ein Konto dort eröffnet

I checked the casino's T&Cs and I found this:

"3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@bitstarz.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access."

Is there any chance that someone in your household or using the same IP address has also created an account at BitStarz?

no

Nein

Thank you very much Annabelle for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Annabelle,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BitStarz Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

I'm really confused here.

Annabelle, your account at BitStarz is not locked? It's open and active?

I contacted support yesterday and was told that the casino made a mistake and reopened my account yesterday .... Thank you very much for your help Casino Guru, Kristina and Peter!

Ich habe gestern den support kontaktiert und daraufhin wurde mir mitgeteilt, dass das Casino einen Fehler gemacht hat und gestern mein Konto wieder eröffnet hat.... Vielen Dank für Ihre Hilfe Casino Guru, Kristina und Peter!

 Hey there,

Your account was locked automatically as you been locked previously on another casino by our platform provider a long time ago, we've contacted them and they've removed the lock now so you are able to log back in as normal 🙂

Best regards,

Sean

Support Hero 

Hi all,

Thank you for your replies.

Dear Annabelle,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter