Bogus Complaint Bitstarz BLOCKED my account and did NOT withdraw my winning.

[cantbelivethis]

Hello.

I made an account on bitstarz few days ago, I deposited 3 or 4 times and I happend to win 0.06BTC (around 2500 Canadian dollar at that moment).
So I requested a withdraw and thats when its started to be funny! They kept cancelling my withdrawal and sent me message I need to verify my account.
So I put all the CORRECT informations about myself. I used my real name. Used my real address. Then I sent them ID matching all the info I provided. I even sent them the bill thats also matching the name and address.

Guess what!

Today I receieved an email saying they looked at my account and that I used fake details and they permanently close my account LOL!
I have screenshot of the informations which I provided on the profile and also got my ID (or drivers licencse) which matching all the info i provided. (not gonna upload it for obvious reason)

I played a lot on mbitcasino, played a lot on WINZ, or even on WILD casino. Never had this kinda problem. I feel like I WAS ROBBED BY BITSTARZ.





See Related:

• See Bryan's Review Of Bitstarz
• Seeking Rep To Help With Account Issues
• User Attempts To Blackmail Bitstarz
  

 

[maxd]

Hello,

Have you tried contacting the @BitStarz representative here at Casinomeister? He's usually very good at getting player issues resolved.

If you've tried that and not had satisfactory results you're always welcome to use our free complaints service. We call it Player Arbitration (aka PAB) and the process for using that is explained here: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum .

If you do submit a PAB please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the PAB Rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[cantbelivethis]

No I have not. But since they blocked me out just like that providing FALSE reason I don't think they want to talk to me at all

 

[maxd]

If you check the Forum Rules you'll see that contacting the rep is not really optional if you want to use our forums to complain:

2.2 - Do not post a complaint without notifying the appropriate casino representative: They can be found here. If you cannot locate the appropriate casino rep, please inform us by stating so in your initial post. FAILURE TO NOTIFY THE CASINO REP MAY JEOPARDIZE YOUR ACCOUNT.

Please do contact the rep and see where that leads. Feel free to report back here once you've made the attempt.

Thank you for your understanding and cooperation.

- Max

 

[cantbelivethis]

I did message him and he does not response at all.

 

[cantbelivethis]

This is the information I provided on the casino profile and also thats the ID I provided them as they asked (front and back but I dont see any point to show the back here). I crossed out sensitive informations just to upload it here. To them I provided all the info clear without crossing anything out. But you can clearly see all the info is correct. But according to them I used fake info
Nice excuse to not withdraw 2500 dollars.... not

*snipped the attachments*

 

[sufferinsilence]

I did message him and he does not response at all.

Give them some time, I've never seen Olle not trying to help.

 

[cantbelivethis]

Give them some time, I've never seen Olle not trying to help.

Oh I have my whole life! I really doubt I'm gonna get my winning back anyway. I'm sorry to use this word but I feel like they just STOLE it from me without any good reason.

Little update: I am able to log in to my account on bitstarz, so it's not blocked. But they cancelled and forfeit the withdrawal and I think they gave me back the last deposit which is 2mbit.... withdrawal was suppoused to be 60mbit.

 

[BitStarz]

Hi @cantbelivethis,

So sorry to hear this first of all, and of course I'll look into this and see if there's something I can do.

Would be fantastic if you could send me your username or email in a PM or something to ensure your privacy and
I'll happily look into this further.

Don't worry, if there's a mistake made somewhere, I'll rectify it.

Olle

 

[BitStarz]

Hi there,

Thank you @cantbelivethis for providing your email so I could have a look, and of course we'll always talk to our players

Regarding your account, there's a lot of information to untangle here, and a lot of it includes personal details. For me, I don't really feel comfortable posting sensitive account details in public like this. I don't want to dox anyone.

I believe our support gave you a pretty thorough explanation as to why your winnings were cancelled and the deposit returned to you. There's a little bit more to the story here than originally stated above. I'm not sure if there was anything in their explanation to you that was unclear, if so I'm happy to further explain.

But once more, I don't want to air someone's personal information and as this particular case is centered around the KYC and personal details, I don't want to put you in an uncomfortable spot.

Perhaps it's best for us to bring in third party referee here who can look at both sides of the story?

Olle

PS: On top of some issues with the mis-match on details, you also provided a photoshopped proof of address. Already there, it's a big red flag. So perhaps you could elaborate as to why?

 

[cantbelivethis]

Well the true story is that I couldn't find my ID so I asked my mother who lives upstairs if I can use hers, since the Last name is matching and also the address too. The thing is we moved to another house not too long ago and I put our old address on the profile on your casino website by mistake. I was unable to change that later, but luckily I found my ID which is still under the old address (which I put on my profile) so cancelled all the previous files uploaded since I could upload the right one, therefore make it easy for you guys to do your identification thing.

So how come they told me its fake info? Everything on my ID matches whats on my profile. I understand if they wouldn't accept my mothers ID (different name and birthday date etc), and thats exactly why I uploaded my own ID the moment I found it.

I'm sure you have the file of my ID (or drivers license but whatever) so you can check yourself everything there is correct with my profile.

I don't see any reason why would you have to invite 'third party referee' to this.

 

[BitStarz]

Well the true story is that I couldn't find my ID so I asked my mother who lives upstairs if I can use hers, since the Last name is matching and also the address too. The thing is we moved to another house not too long ago and I put our old address on the profile on your casino website by mistake. I was unable to change that later, but luckily I found my ID which is still under the old address (which I put on my profile) so cancelled all the previous files uploaded since I could upload the right one, therefore make it easy for you guys to do your identification thing.

So how come they told me its fake info? Everything on my ID matches whats on my profile. I understand if they wouldn't accept my mothers ID (different name and birthday date etc), and thats exactly why I uploaded my own ID the moment I found it.

I'm sure you have the file of my ID (or drivers license but whatever) so you can check yourself everything there is correct with my profile.

I don't see any reason why would you have to invite 'third party referee' to this.

Hi there @cantbelivethis,

And what about the fake proof of address that was photoshopped?

Olle

Edit:

Also, this doesn't really match the story that you provided to support, which was:

“I put name Mich**** on your website by mistake because when I was typing my name its suppoulsdy be
Katar*** M Ty***** But when I pressed “M” and pressed space it automatically added the name Mich**** since Its the name of my son and I did not realize my phone did that...... That’s why I was asking if I can fix that thing in my profile info.”

So the issue here is that based on the above statement, it was your mom who opened the account but put your name in. I'm confused as you're telling me here that it was you who opened it, but you used your moms ID?

 

[cantbelivethis]

Proof of the address was not photoshopped. First of all the REAL proof of my address is on the ID. Second, you are talking about some random invoice I sent, and I admit I removed the date on it, because the invoice was from october of the past year and I thought you would use that as an another excuse to NOT pay up. But the only thing I did was remove the date, I never touched the address itself. And since the address is on my ID anyway I dont see any reason why would you even check that invoice. Unless you just looking for whatever reason to not pay up and that's what it looks like to me.

Here, Im uploading special for you right here the original version of the invoice INCLUDING the date. I will only erase the number of the house for privacy reason.



*snipped attachment*

 

[slotmaster]

Well, it's clear how this is going to go. I highly recommend not posting personal information from either party.

 

[BitStarz]

Again, there's a Proof of Address that was photoshopped that I can submit here, but out of privacy concerns it's better if it's shown in private with a single third party,

I don't think it's a great idea to post your personal details in this thread, which is why I strongly recommend we keep this between 3 people.

 

[cantbelivethis]

Hi there @cantbelivethis,

And what about the fake proof of address that was photoshopped?

Olle

Edit:

Also, this doesn't really match the story that you provided to support, which was:

“I put name Mich**** on your website by mistake because when I was typing my name its suppoulsdy be
Katar*** M Ty***** But when I pressed “M” and pressed space it automatically added the name Mich**** since Its the name of my son and I did not realize my phone did that...... That’s why I was asking if I can fix that thing in my profile info.”

So the issue here is that based on the above statement, it was your mom who opened the account but put your name in. I'm confused as you're telling me here that it was you who opened it, but you used your moms ID?

Does it really matter who opened the account since I uploaded both my moms and my ID? I couldnt find my ID but the moment I found it I uploaded it to avoid any confusion.

 

[cantbelivethis]

Again, there's a Proof of Address that was photoshopped that I can submit here, but out of privacy concerns it's better if it's shown in private with a single third party,

I don't think it's a great idea to post your personal details in this thread, which is why I strongly recommend we keep this between 3 people.

I uploaded the original 'proof of address' in the post above.
And again, how come some random invoice is suddenly more important than whats on my ID?
I can send you 100 pictures of my ID from different angles to show you that all the information on it is real.

 

[cantbelivethis]

OK since I have been ignored, where can I report this?
Casinoguru?

 

[BitStarz]

OK since I have been ignored, where can I report this?
Casinoguru?

Hi again,

I don't think anyone here is ignoring you, me included.

That said, you've stated your concern here publicly, and I presume the reason for this is that you wish to get someone else's opinion on this rather than ours?

I think best is to wait for any comment from @maxd or continue with a PAB as per his notes here above.

Olle

 

[sufferinsilence]

EDIT: what @BitStarz said

 

[cantbelivethis]

@BitStarz
I would like to know if you are going to help me solve this little 'problem' or should I go through PAB as you mentioned?
I don't want to make any problems etc, and I belive refusing the withdrawal in this case was just not right. But if I will have to go this way, I will.
I want to know what you would prefer.. from your point of view?
Can we solve this here somehow?

 

[maxd]

OK since I have been ignored, where can I report this?
Casinoguru?

Firstly you haven't been ignored. You've said that twice now and it hasn't been true either time so let's stop with that shall we?

Secondly you were given instructions how to initiate the arbitration process here in post #2 of this thread. For your convenience I'll quote that here:

Hello,

Have you tried contacting the @BitStarz representative here at Casinomeister? He's usually very good at getting player issues resolved.

If you've tried that and not had satisfactory results you're always welcome to use our free complaints service. We call it Player Arbitration (aka PAB) and the process for using that is explained here: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum .

If you do submit a PAB please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the PAB Rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

The path forward is clear and simple. The rep has already asked you to do this. Please proceed.

- Max

 

[cantbelivethis]

Firstly you haven't been ignored. You've said that twice now and it hasn't been true either time so let's stop with that shall we?

Secondly you were given instructions how to initiate the arbitration process here in post #2 of this thread. For your convenience I'll quote that here:


The path forward is clear and simple. Please proceed.

- Max

I just felt like I was, sorry if this was wrong.
And regarding the procedure you mentioned, I was going to go that way, but first I would like to hear what ''Olle'' has to say about this.
Maybe we can still solve this here peacefully, without making more problems than necessary.
I'm just asking, not pushing. Kindly. Thank you.

 

[maxd]

As I read it Olle has already asked you three times to proceed with arbitration -- meaning a 3rd party -- which is the PAB process.

... Perhaps it's best for us to bring in third party referee here who can look at both sides of the story?

... I strongly recommend we keep this between 3 people.

... I think best is to wait for any comment from @maxd or continue with a PAB as per his notes here above.

But if you need him to say it again that's fine by me. The PAB process awaits.

And FTR there's nothing hostile about arbitration. Evidence is gathered and examined, comments are received from the parties involved, and -- maybe after going through that process a few times -- a decision is made and, where appropriate, a recommended settlement is proposed. Nothing unpeaceful about it.

- Max

 

[cantbelivethis]

As I read it Olle has already asked you three times to proceed with arbitration -- meaning a 3rd party -- which is the PAB process.







But if you need him to say it again that's fine by me. The PAB process awaits.

- Max

I had no idea what he meant by keeping it between 3 people and the third party person... I'm sorry I did not catch that. Ok I will do that. Thank you