What Happened
A player from Canada says a second welcome offer at BitStarz turned a $70 deposit into about $3,000. After cashing out $1,700 and then $300, they were asked for ID documents, then told they had not been eligible for that offer, and the withdrawals were voided along with the rest of the balance. Only the $70 deposit was left. BitStarz later said the bonus had been flagged because it was used from the same IP address, but chose to make an exception.
How It Developed
- 2026-06-05Complaint opened. The mediator asked about other accounts in the household, multiple accounts and VPN use; the player said none.
- 2026-06-10The player asked whether playing from a hotel at the time could explain it.
- 2026-06-12The resolver asked BitStarz to explain the exact reason for the confiscation.
- 2026-06-18The casino asked which city the hotel was in, then said the funds had been confiscated over a shared IP but that it had overridden that and put the money back.
- 2026-06-22The player confirmed everything was sorted, and the case was marked resolved the next day.
Resolved
BitStarz put the voided winnings back as an exception after mediation; the player confirmed receipt.
What Helped
Having the resolver ask BitStarz for the exact reason. The casino asked about the hotel, then set that aside and reinstated the money as a one-off exception rather than defend the decision.