What Happened
A player from Germany says BitStarz reopened their account after they had asked for a block over gambling addiction, then let them deposit and lose €12,850 by Apple Pay with no checks. They also say the casino should not serve German residents, skipped anti-money-laundering checks, and has stalled on a data request since March. According to the player, BitStarz closed the account on 15 July without handing over the data or addressing a refund.
How It Developed
- Complaint opened asking for a full refund of the €12,850.
- The mediator said licensing, the German OASIS register and AML checks are outside its remit, and asked when and why the player first requested closure and when the account was reopened.
- The player said the first block came around 22 March 2026 and that they hold no copies of the closure messages because BitStarz had not released its records.
- The mediator closed the case: it cannot handle data-protection matters, and without proof that the player told the casino about an addiction before the reopening it could not act. The player may return with evidence.
Rejected
No evidence the player disclosed a gambling problem before BitStarz reopened the account; data and licensing points were out of scope.
What Has (and Hasn't) Helped
Nothing, because the proof the mediator needed was in the casino's hands. Keep your own copy of any self-exclusion message, including the reason, and the reply; a data request to the casino will not substitute for it in mediation.