I have a somewhat special situation with Bitstarz, to say the least.
It can seem like this is a standard "I tried to scam the casino using the welcome bonus on duplicate accounts" , but please read through, - you will see that the whole thing does not make any sense.
A couple of days ago I signed up on 2 Direx N.V. casinos , Bitstarz (and Golden Star), where I deposited and played. I checked that they accept players from Denmark, which they do.
I deposited 80 EUR with the welcome bonus, that I lost.
On my second deposit of 100 EUR started to get some winnings, and made an withdrawal of EUR 2000 .I got an email asking for the verification documents, which I provided instantly.
The documents (address, my (danish drivers license) ID, bank etc.) was all approved by Bitstarz.
I later cancelled the withdrawal and ended up winning more, and after withrawing and cancel a couple of time I withdrawed in total EUR 3600, and kept 200 EUR to play more with.
Now this is when the nightmare starts.
The account was closed in the middle of playing, and I got an email from support stating that I play using 2 accounts, and have used the welcome bonus 2 times.
As evidence they send an emailaddress and a fake ID issued in the UK. It clearly states an UK postal address on this picture they sent.
Now, the fact is that I live in Denmark, it's not my email , and I have not registered an account in the UK that I play with.
Even though IF the fact were that I lived in the UK and in some way had an account, I would still not be able to play on BitStarz as stated in their T&C. 3.7
"If you are a player from Spain, Sweden, France, the UK, The Netherlands, Dutch West Indies and Curacao, US or any of its states, you won't be allowed to play real money wagering games including bitcoins."
I have asked them to send all the details for the supposed active second account, but they refuse to cooperate,
and are threatening me, with that I should withdraw 100 EUR or I will loose them as well.
Chris from Bitstarz:
"For the last time, make the withdrawal of the €100 or your account will be closed down with the funds on it.
Regards
Chris
"
They falsely accuse me of playing on duplicate accounts using the same danish IP address,
which I have asked for proof of, but they refuse to send this.
James from Bitstarz:
"Both accounts share the same the same IP address which is a Danish one, not a British one.
In any case as my colleague already said, this case will not be discussed any further
and please request a withdrawal for the 100 EUR so we can close the account.
James
Support Hero
"
I have also asked for logs when "I" have been logged in on this other account, dates and times.
When was it registered ? The last time it was used, and by whom? They do not want to send anything I ask for, and I am in shock over the whole situation.
This is a behaviour I have never encountered before from a casino.
I refer to their T&C 6.3
"In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim."
As they don't want to provide records of the duplicate UK account, the dispute is only looked at from their part.
If looking further at the T&C's it says that only one account per IP, household and PC is allowed.
In this situation it doesn't add up , they do not wish to cooperate, and I am left frustrated and sad that people can be like this.
Thankful for any suggestions.
It can seem like this is a standard "I tried to scam the casino using the welcome bonus on duplicate accounts" , but please read through, - you will see that the whole thing does not make any sense.
A couple of days ago I signed up on 2 Direx N.V. casinos , Bitstarz (and Golden Star), where I deposited and played. I checked that they accept players from Denmark, which they do.
I deposited 80 EUR with the welcome bonus, that I lost.
On my second deposit of 100 EUR started to get some winnings, and made an withdrawal of EUR 2000 .I got an email asking for the verification documents, which I provided instantly.
The documents (address, my (danish drivers license) ID, bank etc.) was all approved by Bitstarz.
I later cancelled the withdrawal and ended up winning more, and after withrawing and cancel a couple of time I withdrawed in total EUR 3600, and kept 200 EUR to play more with.
Now this is when the nightmare starts.
The account was closed in the middle of playing, and I got an email from support stating that I play using 2 accounts, and have used the welcome bonus 2 times.
As evidence they send an emailaddress and a fake ID issued in the UK. It clearly states an UK postal address on this picture they sent.
Now, the fact is that I live in Denmark, it's not my email , and I have not registered an account in the UK that I play with.
Even though IF the fact were that I lived in the UK and in some way had an account, I would still not be able to play on BitStarz as stated in their T&C. 3.7
"If you are a player from Spain, Sweden, France, the UK, The Netherlands, Dutch West Indies and Curacao, US or any of its states, you won't be allowed to play real money wagering games including bitcoins."
I have asked them to send all the details for the supposed active second account, but they refuse to cooperate,
and are threatening me, with that I should withdraw 100 EUR or I will loose them as well.
Chris from Bitstarz:
"For the last time, make the withdrawal of the €100 or your account will be closed down with the funds on it.
Regards
Chris
"
They falsely accuse me of playing on duplicate accounts using the same danish IP address,
which I have asked for proof of, but they refuse to send this.
James from Bitstarz:
"Both accounts share the same the same IP address which is a Danish one, not a British one.
In any case as my colleague already said, this case will not be discussed any further
and please request a withdrawal for the 100 EUR so we can close the account.
James
Support Hero
"
I have also asked for logs when "I" have been logged in on this other account, dates and times.
When was it registered ? The last time it was used, and by whom? They do not want to send anything I ask for, and I am in shock over the whole situation.
This is a behaviour I have never encountered before from a casino.
I refer to their T&C 6.3
"In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim."
As they don't want to provide records of the duplicate UK account, the dispute is only looked at from their part.
If looking further at the T&C's it says that only one account per IP, household and PC is allowed.
In this situation it doesn't add up , they do not wish to cooperate, and I am left frustrated and sad that people can be like this.
Thankful for any suggestions.