What Happened
A player from California says BitStarz removed a balance of about $3,728 after they finished the wagering on a welcome bonus. According to the player, support said only one welcome bonus is allowed per IP address and one had already been claimed from theirs. The player says nobody else has played there from that connection, and offers a long screen recording as proof.
How It Developed
- Complaint opened, asking Casino.guru to check the casino's evidence that the IP address had been used for an earlier bonus.
- The mediator asked how long the player had been a member, whether the account was verified, whether the deposit had been withdrawn, and for the support messages.
- No reply came, so the mediator gave the player 7 more days.
- 2026-10-13The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player stopped responding before BitStarz was asked about the IP claim. It can be reopened.
What Helped
Nothing got tested. To challenge a one-bonus-per-IP ruling, send the mediator your support chats and verification status first, then ask the casino to show which earlier account used the bonus.