Bitstarz cancelled my withdrawal without a valid reason

[Ozan46]

Hello,
I just discovered @BitStarz Casino and started playing there with the welcome deposit bonus.
I was lucky enough to get my biggest win ever and my first max win on a slot (16.5k).
After withdrawing it, I was asked to submit verification documents.
Every time I submitted them, I was asked for further documents, some were also rejected and later the same document was requested again. This went on for almost 24 hours and already gave me a feeling that they dont want to withdraw my win.

Now, after more than 24 hours, my verification has been confirmed, but I received an email that the welcome bonus has already been claimed by my IP/device/household.
But this is 100% not possible because I live alone with my wife and children.

The live chat does not give me any further information, no proof or anything else about this alleged other account.

I really don't know what to do, because this is a live changing win for me.
Either this is a huge misunderstanding (what I am really hoping for) or I have been scammed.

Has anyone had similar experiences or can help me?
Is there anything I can do?



ADDITION: I also wrote an email, but got the same answer "we cant give you information for privacy reasons, this decision is final,......"

So they can basically tell anyone who wins something with a bonus "sorry, you were not able to get the bonus"? Thats really suspicious, and I kindly asked to recheck it, but I keep getting the same answers, and of course I dont even get any proof. And also, how should they provide a proof when there is no one ever played with my IP or device or anything...

 

[Ozan46]

Hello,
I just discovered @BitStarz Casino and started playing there with the welcome deposit bonus.
I was lucky enough to get my biggest win ever and my first max win on a slot (16.5k).
After withdrawing it, I was asked to submit verification documents.
Every time I submitted them, I was asked for further documents, some were also rejected and later the same document was requested again. This went on for almost 24 hours and already gave me a feeling that they dont want to withdraw my win.

Now, after more than 24 hours, my verification has been confirmed, but I received an email that the welcome bonus has already been claimed by my IP/device/household.
But this is 100% not possible because I live alone with my wife and children.

The live chat does not give me any further information, no proof or anything else about this alleged other account.

I really don't know what to do, because this is a live changing win for me.
Either this is a huge misunderstanding (what I am really hoping for) or I have been scammed.

Has anyone had similar experiences or can help me?
Is there anything I can do?


Best regards,
Ozan

I also saw a lot of positive reviews about them, so I really dont understand why they treat me like this. Maybe its because I am a new player and this was my first deposit

 

[Avernite]

I would recommend contacting their rep, or failing that launching a PAB. That's some life changing money right there.

 

[jasonuk]

The rep was already pinged by the OP so they should be able to get in touch for next steps. You should be able to DM them yourself once you've made a few more posts.

As already mentioned above, if that doesn't work out then PAB is the next step.

I also saw a lot of positive reviews about them, so I really dont understand why they treat me like this. Maybe its because I am a new player and this was my first deposit

Always be careful with review sites - there's a lot of astroturfing going on where even the shadiest of sites have "positive reviews". Sadly those players find out the hard way...

In this case, being an accredited site there are more options available to you so hopefully you can get it sorted!

 

[Ozan46]

The rep was already pinged by the OP so they should be able to get in touch for next steps. You should be able to DM them yourself once you've made a few more posts.

As already mentioned above, if that doesn't work out then PAB is the next step.


Always be careful with review sites - there's a lot of astroturfing going on where even the shadiest of sites have "positive reviews". Sadly those players find out the hard way...

In this case, being an accredited site there are more options available to you so hopefully you can get it sorted!

Do you know if there is a chance to get my money?
It is really life changing for me, I have to work almost a year to get that amount of money....
I already DMed the rep yesterday, but didnt get an answer yet.

I really hope to get that money and that it was just a mistake. And actually, the casino seems to be pretty nice and also here on casinomeister I could only find positive things about them, so I think and really hope that it is only a mistake...

 

[Guntis]

From what i've seen here, BitStarz's rep is one of the most player-friendly. So i hope he soon comes and makes everything straight for you too. I've only seen him refuse to help once, and that was because the player threatened to report them to regulators.

 

[jasonuk]

As tough as this'll be given the amount of money, patience is key here.

The front line support tend to be a "computer says no" type, so any decision made they have little to no ability to influence or overturn.

The reps are usually operating at a higher level in the company, so they will be able to look at the information in more detail and come to their own decision rather than an algorithm. Naturally that requires some time to do...

The one thing with "this decision is final" is that it rarely is - there can be multiple levels of review beyond that (such as internal complaints procedure and ADR, depending on the operator and jurisdiction) and it's a tried and tested way for companies across all industries to get unwitting people to give up and forego their rights.

If you've done nothing wrong then I hope you can get it sorted soon...

 

[Ozan46]

Thanks a lot for your messages guys!

This gives me back a little hope
I hope @BitStarz will join my thread soon with positive news.. This situation really kills me mentally..

 

[Webzcas]

If you were using a VPN, the likelihood of your assigned IP already having claimed the bonus is high. However, I think you should be okay if no VPN was used and no one else from your address has an account with them and has already claimed the bonus.

Hopefully the rep will jump in this thread soon or contact you direct.

It is Friday, so if you have not heard anything back from @BitStarz by then, please let us know.

 

[justdoit]

If you were using a VPN, the likelihood of your assigned IP already having claimed the bonus is high. However, I think you should be okay if no VPN was used and no one else from your address has an account with them and has already claimed the bonus.

Hopefully the rep will jump in this thread soon or contact you direct.

It is Friday, so if you have not heard anything back from @BitStarz by then, please let us know.

Casinos know most of gamblers use VPN, they have other info what laptop pc phone browser you login, they can easy check that out

 

[Ozan46]

If you were using a VPN, the likelihood of your assigned IP already having claimed the bonus is high. However, I think you should be okay if no VPN was used and no one else from your address has an account with them and has already claimed the bonus.

Hopefully the rep will jump in this thread soon or contact you direct.

It is Friday, so if you have not heard anything back from @BitStarz by then, please let us know.

Actually, I am pretty sure that I did not use a VPN. If I would have, is that a reason to cancel my wins? I used VPN many times in other casinos and never had problems with cashouts, even with big cashouts like 5-10k$.

Also, if a VPN was used, they should see that its a VPN and not my actual IP that is used to get a bonus,

You do not have permission to view link Log in or register now.

.
So not withdrawing even if they know that I didnt violate against their bonus terms, in my opinion, would be a very big scam.

But as mentioned before, I am pretty sure I didnt use a VPN.

It is Friday, so if you have not heard anything back from @BitStarz by then, please let us know.

How long should I wait before letting you know?

 

[Webzcas]

With regards my VPN comment, I know that when using them in the past, bonuses cannot be claimed due to IP address already being used to claim said bonus.

Definitely post in this thread Monday, maybe even perhaps Sunday when @maxd is back working. Max deals with the player complaints and would be in the best position to advise.

 

[jasonuk]

I used VPN many times in other casinos and never had problems with cashouts, even with big cashouts like 5-10k$.

Also, if a VPN was used, they should see that its a VPN and not my actual IP that is used to get a bonus,

You do not have permission to view link Log in or register now.

.

It's one of the risks of the high seas - just because you haven't had a problem yet doesn't mean you will not. Plenty of "VPN friendly" Curacao casinos have an explicit clause in their terms and conditions against VPN usage - so even if they're not enforcing it today, they have it in their back pocket for a rainy day.

Sadly we've heard plenty of stories of people who hit big, and then a questionable operator decided they didn't want to be "VPN friendly" anymore and stiffed a player for a small fortune. Not saying that will happen in this case, but be aware that is always a risk if you used a VPN.

Since most operators are required to perform KYC checks now-a-days, they don't even need to resort to device fingerprinting (which @justdoit mentions) anymore because they have your actual identity documents.

 

[justdoit]

With regards my VPN comment, I know that when using them in the past, bonuses cannot be claimed due to IP address already being used to claim said bonus.

Definitely post in this thread Monday, maybe even perhaps Sunday when @maxd is back working. Max deals with the player complaints and would be in the best position to advise.

I clame bonus many time on bitstarz with VPN, even email offers I clame many times,
@jasonuk many casinos they dont ask for KYC, like Gamdom casino they never ask me for KYC and I play for 4-5 years there, 3-4 time I hit big over 5k and 2 times over 10k, 10mins later all money got paid, some casino when you hit big they stop the payment for no reason, I dont play much in @BlitStarz

 

[The Dude]

I've just PMd their rep about this thread - it's Friday afternoon, so I'm not sure how quick a response will be.

 

[jasonuk]

I clame bonus many time on bitstarz with VPN, even email offers I clame many times,
@jasonuk many casinos they dont ask for KYC, like Gamdom casino they never ask me for KYC and I play for 4-5 years there, 3-4 time I hit big over 5k and 2 times over 10k, 10mins later all money got paid, some casino when you hit big they stop the payment for no reason, I dont play much in @BlitStarz

That's my point though, if they have an anti-VPN clause in their T&Cs then it will be there for a reason - whether they are using it to hide from regulators, or keeping it in their back pocket to screw over future big winners.

Just because they don't enforce it today doesn't mean they won't in the future... and at that point it wouldn't be "for no reason" because it's a clear and obvious breach of terms and conditions (even though they've laid the trap themselves by advertising directly or indirectly as "vpn friendly").

As for KYC, that is starting to change - much like pressure has been applied to Curacao, the same will happen to Costa Rica and Anjouan if they become a hub for money laundering.

 

[Djcent]

Actually, I am pretty sure that I did not use a VPN. If I would have, is that a reason to cancel my wins? I used VPN many times in other casinos and never had problems with cashouts, even with big cashouts like 5-10k$.

Also, if a VPN was used, they should see that its a VPN and not my actual IP that is used to get a bonus,

You do not have permission to view link Log in or register now.

.
So not withdrawing even if they know that I didnt violate against their bonus terms, in my opinion, would be a very big scam.

But as mentioned before, I am pretty sure I didnt use a VPN.


How long should I wait before letting you know?

As far as I know, VPN is allowed there. I was a client of this casino until they closed my account due to frequent winnings. I sincerely wish you to solve this problem. I hope the community can influence the investigation to be objective. I keep my fingers crossed for you.
Keep us updated

 

[Ozan46]

If playing and also cashouts while playing with VPN isnt a problem, bonusses shouldn't be also!
I really think that it's because of the big amount....

Btw the rep answered me yesterday, he is free this weekend, so I hope to get a (positive) answer tomorrow

 

[mulven]

If playing and also cashouts while playing with VPN isnt a problem, bonusses shouldn't be also!

I think it is also worth bearing in mind there is a distinction between playing with cash and playing with bonuses whilst utilising a VPN.

Regardless of the terms of the specific site and whether or not they will invoke them, when bonuses are involved it augments the situation a fair bit and makes the use of a vpn appear less innocent.

Someone utilising a VPN to play on a site with their own money is one thing and a means to an end however when bonuses come into play VPNs can and will be used by bad actors to obfuscate and fake their location while trying to defraud casinos for profit. Obviously that is not the case with you but it is why, when paired with bonus play, VPN usage will be looked at in a more negative light.

 

[Djcent]

I think it is also worth bearing in mind there is a distinction between playing with cash and playing with bonuses whilst utilising a VPN.

Regardless of the terms of the specific site and whether or not they will invoke them, when bonuses are involved it augments the situation a fair bit and makes the use of a vpn appear less innocent.

Someone utilising a VPN to play on a site with their own money is one thing and a means to an end however when bonuses come into play VPNs can and will be used by bad actors to obfuscate and fake their location while trying to defraud casinos for profit. Obviously that is not the case with you but it is why, when paired with bonus play, VPN usage will be looked at in a more negative light.

Please don't take it as rudeness, but this is complete nonsense. A person logs in under his login and into his account, and plays with the bonus that the casino gives for some achievements. What is the fraud here? And how can I cheat the casino in this case? I consider this another trick of a dishonest operator, in order not to give away the winnings. How can you cheat a casino using a VPN?

 

[mulven]

Please don't take it as rudeness, but this is complete nonsense. A person logs in under his login and into his account, and plays with the bonus that the casino gives for some achievements. What is the fraud here? And how can I cheat the casino in this case? I consider this another trick of a dishonest operator, in order not to give away the winnings. How can you cheat a casino using a VPN?

There isn't any fraud in this situation nor with most players using vpn and bonuses together (when allowed). I was just explaining why operators will look at VPN usage more negatively with bonuses when compared to just real money play using a VPN.

I definitely won't describe exactly how people are defrauding casinos using VPNs on this forum. But I will tell you it is definitely happening and VPNs are one of the ways fraudsters pretend to be someone they are not.

This is getting a little bit off topic so let's leave it there as I was just explaining to the OP why there is a difference between cash and bonus play.

 

[jasonuk]

I think it is also worth bearing in mind there is a distinction between playing with cash and playing with bonuses whilst utilising a VPN.

Regardless of the terms of the specific site and whether or not they will invoke them, when bonuses are involved it augments the situation a fair bit and makes the use of a vpn appear less innocent.

I suspect this is becoming less of a factor now that Curacao casinos are required to do KYC. If you have an "anonymous" customer then it's more difficult (but not impossible) to tell whether it's a new one, or bonus bot signing up for the 600th time.

Someone utilising a VPN to play on a site with their own money is one thing and a means to an end however when bonuses come into play VPNs can and will be used by bad actors to obfuscate and fake their location while trying to defraud casinos for profit. Obviously that is not the case with you but it is why, when paired with bonus play, VPN usage will be looked at in a more negative light.

There's a third actor here - which is the game provider. Players using a VPN may be circumventing blocks they have in place for a variety of reasons (licensing, regulatory, sanctions) which complicates matters. It may be that all three parties are willing to turn a blind eye to chase the money, but I wouldn't suggest it as a harmless venture at any point.

Please don't take it as rudeness, but this is complete nonsense. A person logs in under his login and into his account, and plays with the bonus that the casino gives for some achievements. What is the fraud here? And how can I cheat the casino in this case? I consider this another trick of a dishonest operator, in order not to give away the winnings. How can you cheat a casino using a VPN?

If there's no KYC, then more work is required to uniquely identify your customers. Many - but not all - bonuses will be intended as marketing loss leaders, which means if a player is taking that bonus five or ten times instead of once, then the operator is losing money for no reason.

From a technical standpoint, the whole purpose of a VPN is to mask your identity - so in that sense you are already trying to "trick" one or more systems into doing something it wasn't intended to do. As above, all parties may be willing to turn a blind eye to it, but suggesting you're doing nothing wrong would be a stretch.

 

[Ozan46]

Update:
I opened a PAB with the rep involved..

So nobody ever experienced something similar?
Anyone can tell me how long a PAB will probably take?

 

[The Viking]

Update:
I opened a PAB with the rep involved..

So nobody ever experienced something similar?
Anyone can tell me how long a PAB will probably take?

If you opened a PAB then you read the terms
Dont reply in this thread it depends can go from an hour to months end but knowing the Rep sure it will be a quick ond

 

[GourdFollower]

Update:
I opened a PAB with the rep involved..

So nobody ever experienced something similar?
Anyone can tell me how long a PAB will probably take?

Hello @Ozan46,

Just a friendly reminder that as you now have an active PAB, our Player Arbitration Policies and Procedures require that you refrain from posting in public while we assist you with your complaint.

Thanks for your cooperation.

Regards,
GourdFollower
PAB Manager