Hi there Casino Guru, i want to report my case with you guys about Bitstarz casino i am a member there since 27/6/2018 and i had some losts and some small wins but this year (2021) since i had a bit more of bitcoin i start gambling a bit more and i had some big wins on this casino, the firsts deposits and withdraws were smooth and everything was on track, i had some losses before but some wins recently and i enjoying quite well the casino with a nice customer support but then after my last successful withdraw everything changed since i won big 0.2btc at that time date was exacly 10 000 € in bitcoin they hold my withdraw for one week since according to the support chat it was normal for big wins because they said that wasnt in their hands and were waiting for approval from evolution gaming since some of the wins where from there and then after being one week waiting they disable my account saying that they need to verify my account and after a few more days they block my account without any warning and then i asked the customer support why i couldnt login into my account and they very rudly said that my account was disable and would stay that way until further noticed. After a few more days waiting for the disable account review they send me this email on 

7/4/2021 saying that " Hi there

Our security team has made an investigation to your account and found that you have been in violation of the following terms:

4.10.3

the result of an event has been directly or indirectly affected by criminal activity,  " between other accusations that i will attach to this complain , as an ex militar i found this allegations very offensive to my honor being connected with criminal activity and to my persona when i clearly followed every T&C of this casino in this 3 years of playing there and my major won was on poker where i bet big with a bet of 12.80mbtc and got a win of 102.40 mbtc as you can see on the picture that i send  so therefore there is no truth in their allegations that i took advantage of any bug where you could bet with 0 risk betting low i bet pretty hight on this one was almost my entire balance and i bet with no bonus and on my own money. There are also some issues that wasnt properly answered by bitstarz casino while i was betting on live games from the evolution gaming provider with the ticket number ticket: "SD-1575320. For the final resolution Casino Customer support team will contact you.

Helena: Feel free to let us know if any further assistance is required."

Helena: Thank you for contacting us. Have a nice day! 

So i kindly ask you guys to look into my case to prevent anymore cases like this and before i start a lawsuit with my laywer for defamation against my good name, to get acess to my wins and also to get all data in my name and the removal of all my data according to european laws of RGPD in this casinos and what data they did share with other casinos associated with Bitstarz. 

Best Regards 

Manuel P***

Dear Manuel,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m very sorry to hear about your problem

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have received any official report from the game provider confirming that a technical issue has occurred? Have you, by any chance, saved your cashier and game histories before your account got disabled? If yes, please forward them to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there Petronela,

Thanks for the quick answer i do not have in my possession the game history since i wasn't really expecting to have my account disable and then permanently ban i was quite shocked with Bitstarz casino decision since i had always a nice relationship with them annd the costumer support was pretty good and was already thinking about streaming my gambling sessions on twitch and several other platafforms since i applied to their affiliate program but i glad that i didnt since i would be inviting all my friends and followers to a casino that after some big wins will keep the winnings and still acuse me of being associated with criminal activity. I do have a log of one of my chats conversations with the support that i will attach to this reply and already requested an email with that info to Bitstarz and also can send all the emails that i have with all the deposits and withdraws that i made and also some prints of my wins that i took that i coudnt send on the first time since there was a limit on the files that i could send.

If there is anything that i can do to help to speed and solve this matter just let me know.

Best Regards

Manuel P***

Thank you very much, Manuel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thanks mate, i will be waiting for news

Best Regards

Manuel Pereira

Hello Manuel.

I am sorry to hear about your troubles.

Because we don't know what exactly happened, I would like to invite the casino representative into the case.

Dear casino representative:

Please give me more detailed info about why was Manuel accused of breaching rule 4.10.3.

Hi there Matej Novota thanks for bringing for the discussion, i was looking in my files and i have records of my gaming sessions and biggest wins that will prove my wins, can foward them to you, its video recording and the files are quite big around 5 GB since i was thinking to stream about this casinos and make some youtube content i was able to record some of the wins.

Best Regards

Manuel Pereira

I believe that the best would be to wait on the response from the casino. If there would be something unclear, then we can check the recordings.

OK sounds good Matej Novota

Best Regards

Manuel Pereira

OK sounds good Matej Novota

Best Regards

Manuel Pereira

Hi guys,

Sorry, just saw this now as I had Friday off and it's been the weekend and all, will look into this right away.

Olle

Edit: It was closed by the platform anti-fraud team, so I'm awaiting their explanation which I'll hopefully receive later today.

Hi there,

I've received all info I needed from our end here.

Basically, the account was closed by our platform AntiFraud Team, not by us here at BitStarz. It appeared that the player was able to utilize a bug on Evolution where he was able to bet 0 and win. In other words it's a malfunction with the game (happy to share further details with CasinoGuru as per usual).

Now, there's multiple game rounds where the player managed to win whilst placing 0 stake, upon the Platform Anti Fraud Team deemed the player was aware of what he was doing, and decided to close his account for that reason.

We have in our terms that in the event of any malfunction, the game round is void and stake is paid back. With that said, I personally think that this is a mess-up on the game provider's end and not the players, as it's hard for us to determine if said action was deliberate or not on the players end.

Hence, I'm happy to pay the player what he's owed.

I will reach out in person.

Olle

Player has been paid in full and he's able to cash out the full 0.2 BTC.

Thanks, Olle for the great news.

Manuel, please let us know when your withdrawal will be successful.

Hi there Matej Novota and Olle from Bitstarz i just saw the email from Olle and your reply from Casino Guru and i will be waiting for instructions to be able to withdraw my wins. As soon my withdrawal is successful i will let you know Matej Novata and i wanna say thanks to you in advance for taking the time and the responsability to look into my case and to bring Bitstarz casino to the discussion.

Best Regards

Manuel Pereira

Hi there again Matej Novota and Olle from Bitstarz i already was able to  withdrawal my 0.2btc from Bitstarz i wanna express my gratitude to you Matej Novota and to Petronela Kontos for the dedication and for being professional it was a great help from you guys and am deeply thanfull to both of you . I also wanna say thanks to Olle from Bitstarz for understanding the player position and for being professional i hope i can continue to bet in Bitstarz and to continue my great experience that i had before this incident and also start to stream my gaming sessions since its has been a really nice and interactive experience on this casino that is crypto friendly.

I wanna say thanks again to you guys Casino Guru was very professional and fast to reply i strongly recommend you guys, thanks again !

Best Regards

Manuel Pereira

Hi Manuel,

Yeah I'm really sorry about this, again it was the platform anti-fraud who came to this decision and not the BitStarz one. As far as I'm concerned you should be innocent until proven guilty and I don't see how anyone can be sure that you did anything but play normally.

I wish you the best at the games in the future, being at BitStarz or any other place.

Olle

Yeah Olle i even open a ticket with Evolution gaming with this ticket SD-1575320 wish they didnt even reply to my email and my biggest win was Poker Casino Hold'em from Evolution gaming where i bet really hight 12.80mbtc and i won with a full house against a pair from the dealer so i play 12.80mbtc and won 51.20 mbtc +51mbtc = 120.40 mbtc as i send on the prints and the other big win was on deal or no deal where i did a quite risky bet.

Yeah i hope i can continue to play on Bitstarz casino since for me its one of the best casinos to play with crypto and despite this miss understanding i still like Bitstarz because you guys have a really good interface from the players perpective and the chat support is pretty good.

Thanks again Olle, Matej Novota and Petronela Kontos

Dear Manuel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.