Svengu vs Bitstarz

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Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
I have to say - irrespective of the outcome, at least the REP is being pro-active - including recommending a PAB him(her)self.

This is a far better service than i received concerning my recent ROYAL PANDA (aka JOKESITE) complaint.

I am intrigued by one detail - in the UK if an account is closed, funds are returned by the casino, if they are closing the account - surely they will refund the 100 euros automatically? I do not understand why this needs to be actively withdrawn....
 

WinSumTon

Banned User
Joined
Sep 9, 2018
Location
USA
Hi there,

I don't think abuse is the correct word, but as the player has claimed the welcome offer on both accounts (and other bonuses) it still remains as a breach of the one account per person rule.

Olle

If the account is years old and you guys are punishing him for duplicate accounts. Then you all are being very petty. There are tons of complaints over on BCT forum about this casino voiding wins over minor stuff. Why would anyone want to deposit at such a casino that would void someone's winning over a dormant account that is years old? WOW. I mean come on use some common sense here. The guy wasn't out "TRYING" to take advantage of your welcoming bonus. If he isn't paid, I would strongly suggest players think long and hard before making any deposit there. Because the slightest mistake may cost you your wins. I honestly can't believe what I'm reading. Well, coming from this casino I'm not surprised.
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
I don't get this issue. Did you guys miss the part completely where the OP clearly stated that they played the welcome bonus and lost it. Then he deposited his own money and won. Even if he accidentally had an older account, and even if he accidentally used the welcome bonus twice, it should have no bearing on anything when he won with his own money.

Even though having two accounts is probably still against the ToS, confiscating his winnings based just on that is rogue-behavior in my eyes.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
I don't get this issue. Did you guys miss the part completely where the OP clearly stated that they played the welcome bonus and lost it. Then he deposited his own money and won. Even if he accidentally had an older account, and even if he accidentally used the welcome bonus twice, it should have no bearing on anything when he won with his own money.

Even though having two accounts is probably still against the ToS, confiscating his winnings based just on that is rogue-behavior in my eyes.

We're going to see more and more examples of where casinos (even accredited ones) are going to refuse to pay out or try and stall withdrawals IMO. This is because they're having their margins squeezed by regulation, and, like any greedy business, they simply will not accept any moderation of their bottom line owing to the leeches at the top who believe enough is never enough. This is at the detriment to everyone else.

We're living in sad times.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi guys,

Very sorry to be so slow on the ball here but been traveling for the past day.

So, just to address the IP question that was mentioned. There might have been some slight miscommunication about
this. The IP used on both accounts are from the same small town in Denmark and the coordinates for these logins match,
but not the IP.

Here's your Danish account -
You do not have permission to view link Log in or register now.


Here's your British account -
You do not have permission to view link Log in or register now.


I'm very hesitant to post anything that gives away the location and the identity of the player out of respect for him. But at the same
time, this is all evidence that support our claim here. If I don't post anything, it's just going to be words against words.

But again, very happy to go through with the PAB so we can do this in a proper and structured matter.

Olle

Edit: This will be the last post about this as per what I believe to be the rules of the PAB.
 

sufferinsilence

Senior Member
MM
Joined
Dec 13, 2017
Location
Belgium
I don't really find that proof. When you look up my IP it would state I'm in Mechelen, Gent, Antwerp, Brussels,... anywhere in Flanders basically except where I really am. Like right now it says I'm in Heusden-Zolder which is in my province but not where I live.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
I don't really find that proof. When you look up my IP it would state I'm in Mechelen, Gent, Antwerp, Brussels,... anywhere in Flanders basically except where I really am. Like right now it says I'm in Heusden-Zolder which is in my province but not where I live.

Hi there,

Just to point out as well, this is not the only thing that links these two accounts. Remember we have full KYC on both accounts with the same person on the picture of the ID, DOB and full name. Hence, we're not just relying on IP being the same (in this case it's coordinates actually), but the fact that we have full set of docs on both accounts.

This simply just adds to it.

Olle
 

Nordog

Experienced Member
Joined
Nov 15, 2018
Location
Norge
Thats quite detailed information. I assume he use a phone with position on. If a pc sends out that kind of info to any page i visit, how do i turn it off?
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
Thats quite detailed information. I assume he use a phone with position on. If a pc sends out that kind of info to any page i visit, how do i turn it off?

Maybe linux is good with those things. @ternur might know
If you are using win10 "they" probably know more about you than you do yourself.
=)
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Also, I've asked the rep to refrain from further posts here until we have this PAB under control. I mention this so that it's clear that any silence that may follow is because I asked for it not because the rep is being negligent.
 

WinSumTon

Banned User
Joined
Sep 9, 2018
Location
USA
Hi guys,

Very sorry to be so slow on the ball here but been traveling for the past day.

So, just to address the IP question that was mentioned. There might have been some slight miscommunication about
this. The IP used on both accounts are from the same small town in Denmark and the coordinates for these logins match,
but not the IP.

Here's your Danish account -
You do not have permission to view link Log in or register now.


Here's your British account -
You do not have permission to view link Log in or register now.


I'm very hesitant to post anything that gives away the location and the identity of the player out of respect for him. But at the same
time, this is all evidence that support our claim here. If I don't post anything, it's just going to be words against words.

But again, very happy to go through with the PAB so we can do this in a proper and structured matter.

Olle

Edit: This will be the last post about this as per what I believe to be the rules of the PAB.

Man them two accounts are years apart. As I said, You all are being petty. I honestly hope CM doesn't make you accredited with this type of behavior. This casino is just problems waiting to happen here.
 

samdog21

Senior Member
PABnononaccred
PABaccred2
PABnoaccred2
MM
Joined
Dec 9, 2017
Location
jacksonspoint ontario canada
They try to intice me back because now they have etransfer. For canadians but I need the first guniepig from canada try to withdraw with etransfer and post it then maybe I will give them a shot
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... any casino from direx will find anyway not pay. .... Scammers.

I've spent the last several months settling a number of cases with the Direx NV guys and I can say without hesitation that you are quite mistaken.

No doubt they have had a shady past in terms of player complaints being woefully mishandled but they've worked hard to make amends and these days their team are some of the most cooperative and responsive people I deal with.

And yes they pay, my cases in the last 90-120 days with them probably ring up at about 1/4 million paid to players, give or take.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FTR I've seen the casino's evidence on this case and while we are not finished discussing that I am also not happy to let the current thread title stand as is.

Original title was: "Bitstarz.com - confiscated winnings, duplicate accounts"
 

Nordog

Experienced Member
Joined
Nov 15, 2018
Location
Norge
If im to judge by their representant replying to complaints, id say its one of the groups that atleast try their best to both explain and solve problems activly on the forum. Even if i dont always agree with hombert, atleast he tells it as it is and dont avoid uncomfortable questions. Thats something i personally respect and it gains my trust.
 

Svengu

Newbie member
PABnononaccred
Joined
Oct 5, 2019
Location
Denmark
Hi, just an update to this.

There was an unfortunate misunderstanding and the casino is not to blame. It was an extended family member that does indeed have family in the UK (on his fathers side) , that have misused details of mine. I take full responsibility of this young mans actions and hope bitstarz can accept mine and his apologies.
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi Sven,

No need to apologize as you're a victim here as well. But I very much appreciate you reaching out and that we got an answer to the question.

In all of this as well, I fully understand your frustration too, and hope that you won't have to deal with this again.

Once more, I appreciate you coming here to set everything straight.

Olle
 

BitStarz

Accredited Casino BitStarz Representative
Joined
Nov 25, 2014
Location
Malta
Hi @samdog21,

Just to point something out as well.

Not all Direx N.V are own by the same people. We (including others on Direx N.V) are independent whitelabels, and although some have multiple brands, BitStarz only has one, and is separate from other casinos using the Softswiss platform. We do not have the same owners, staff or management. So in other words, I'd like to kindly ask to be only judged on the basis of what BitStarz does, as that's what I can take responsibility for (and will).

But to lump us together with other casinos using the same label who is totally separate and has nothing to do with the way we run things, I'd appreciate if we could refrain from that.

So, if you have anything you wish to bring up, or if there is something you're not happy with or think we can do better. I'm very happy to discuss any of that with you, anytime :)

Olle
 

Nordog

Experienced Member
Joined
Nov 15, 2018
Location
Norge
Hope the case was solved. If he was a victim of " identity theft", he should get his winnings if its proven within reasonable doubt. So im kinda curious on how such a case is dealt with in general.
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
How is he supposed to prove that there was an identity theft? Especially given its "within the family".

Unfortunate situation for him no doubt though.
 
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