Good Day,

I am a VIP player with Bitstarz and won USD 100,000.00.

I have been playing at the casino and using my credit card and two other cards in my friend's name.

The casino only requested my documents for verification when I asked for a withdrawal. This I find strange because I have been playing here for months and have been given VIP Status and an account manager.

The casino emailed me saying the winnings had been confiscated and I would get my last deposit refunded.

Dear Trinigirl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found this https://www.bitstarz.com/terms

4.1.10. You are not allowed to use any payment methods that belong to a Third party or person. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

Furthermore, please check our Fair Gambling Codex for Players http://www.kpvfaw.com/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

I understand that, but the Casino Terms and Conditions are very long, and it seems that they look for ways to confiscate your winnings.

They would have seen the name on the cards that I was using. I was a VIP player. Why didn't they notify me that I was breaching their deposit policy or preventing deposits from third-party cards? They allowed me to deposit once I was losing, and they were benefitting. There is no interest or care for the player. They will only refund the last deposit I made with the credit card. What about all the other deposits with the Card? I don't understand their policy because those deposits would have also been illegitimate, according to their policy.

They allow me to deposit with these cards for months until I withdraw my winnings.

Additionally, where is the checks and balances by the casino to protest customers like me who unknowingly breach the system? Where are the anti-money laundering checks and balances here? This casino uses this unfair Clause on their Terms and Conditions not to pay out winnings. They also have a responsibility to ensure customers are verified before they have a withdrawal. This is a policy put in place to mistreat innocent players like myself.

I have permission to use the credit card and can give them all the information they need.

Thanks for your reply.

Have you provided documents to the casino you are a beneficiary of the cards you were using? Were these documents accepted by the casino?

Good Day

I provided all the requested information, including copies of the credit card and statement.

They have blocked my account, so I can't access it anymore. They treated me very badly.

I am sorry to hear that.

In order for us to attempt to help we'll need from you confirmation you are the beneficiary of the payment method from your bank or the company which issues the payment cards you used in the casino.

Kindly send us this information, because without it we won't be able to confront the casino. Without such documentation, we are powerless in this case. Thanks for your understanding.

I'll await your reply.

Dear Trinigirl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day; the card is in my friend's name, not mines. I could not use my card, so my friend gave me permission to use his card.

Unfortunately, in cases regarding a third-party deposit, your friend's permission is irrelevant.

Without proof you were a beneficiary of the bank card or a bank account, the casino won't act to pay you any winnings.

In the future if you decide to play in an online casino, use strictly payment methods that belong to you to avoid similar issues.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.