Hello.
I would like to make a complaint on Bitstarz Casino. I saw that is certified from Askgamblers, so I take the opportunity to complain here cause I don't know where else I should do it.
These are the facts.
I made a deposit of 100 and I received a welcome bonus of 100. I played slots and I was lucky and won 38385 euros . Then I uploaded the requested documents for my verification ( passport, bill, transaction Skrill details) . The casino's management verified my documents and they asked some extras, like a selfie with my passport. I sent it also. In the meanwhile I had request a withdrawal of 4000 euros to my Skrill account.
After all this process they kept delaying my payment and after a few more emails they replied me that they decide to confiscate my winning and close my account permanently due to breach of their terms. They specify the reason of duplicated accounts. I asked what they exactly mean, cause I only have one account and they said that my IP address, when I registered, was the same with the IP of another user. They also gave my the IP address 91.141.1.4 .
I have a mobile stick internet connected to my pc, I don't know what was my IP when I registered to the casino. I asked for more information on who is that other person and how can they found this but they cannot provide me with any information. That's why I made this complaint. They might could share information with you that they cannot share with me.
I didn't do anything wrong and didn't breach any rule. Now they just want to deny my payment cause they just can do it and I find this dirty and unacceptable.
Thank you.
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