What Happened
A player says they took BitStarz's welcome bonuses on two deposits, cleared the wagering, won, and asked to cash out €1,000, with about €4,000 more left in the account. After they sent documents and a selfie holding their ID, the casino closed the account. BitStarz said another account on the same IP had already used the welcome package, so it voided the bonus winnings.
How It Developed
- 2022-01-10The player said only their wife and young children live with them, and that this was their first withdrawal on a verified account.
- 2022-01-17BitStarz said the account was linked by IP to another player who had claimed the welcome package, and emailed its proof to the mediator.
- 2022-01-21The mediator asked if anything besides a shared IP was involved. BitStarz said only two people had used that IP, both took the bonus, and its terms allow one per IP.
- 2022-01-24The mediator argued that a verified player using their own details should be paid. BitStarz replied that such checks are done at withdrawal time.
- 2022-02-25After long talks with the casino, the mediator said the evidence hinted at group play with others but was not conclusive, and closed the case as uncertain.
Unresolved
The mediator could neither confirm nor rule out the casino's claim of linked play. BitStarz kept its decision to void the bonus winnings.
What Has (and Hasn't) Helped
The mediator pushed back on a shared-IP reason alone, but the casino's private evidence left enough doubt to stop the case. Read the one-bonus-per-household or per-IP rules before you take a welcome offer.