BitStarz: Self-Exclusion Failures

Two cases on file about gambling harm at BitStarz. A player from Germany says BitStarz reopened their account after they asked for a block over gambling addiction, then let them lose €12,850.

The mediator found no proof they had told the casino about a gambling problem before it reopened. A player from Australia says BitStarz kept about A$2,500, saying they had another account.

BitStarz says that account was self-excluded in May 2025, while the player says support gave them the login. The mediator now treats it as a self-exclusion failure and has asked about refunding losses.

• Keep your own copy of any self-exclusion request, with the reason and the reply.
• Say plainly in writing that your request is about a gambling problem.
• Tell support up front about any earlier self-exclusion — the casino's record of that chat changed one case.