What Happened
A player says they made a first deposit of 975.87 NOK at BitStarz, took the matching welcome bonus and hit a big win before using any bonus money, ending on 16,092 NOK. After they sent a passport, proof of address and two different selfies, the casino said they had no right to the welcome bonus. The player says it was their first deposit there.
How It Developed
- Complaint opened. The player said the bonus decision was an excuse not to pay, and that the win came before any bonus money was used.
- BitStarz said it took the bonus winnings because the player had more than five other accounts in their name, linked by IP address and browser. It offered to show its proof privately.
- The mediator asked for a full explanation, the evidence and the exact terms broken. BitStarz said it had sent them.
- After seeing the casino's proof, the mediator rejected the complaint. It said it suspected the player may have taken part in fraud and banned them from its complaint service for good.
Rejected
The mediator accepted BitStarz's private evidence of linked accounts and closed the case. The 16,092 NOK balance was not paid.
What Has (and Hasn't) Helped
Nothing worked for the player: the mediator accepted the casino's private proof of linked accounts. Before you claim a welcome bonus, make sure you have no other account at that casino, because a shared IP address or browser is enough to link accounts.