BitStarz Casino - Виграш гравця скасовано, а рахунок заблоковано.

I was playing at the casino a year ago. I made a few deposits back then and when I finally won something the casino closed my account and confiscated the money. Casino only sent me this email back then:

Our security team have disabled your account and you can no longer use our services. I'm sorry for the bad news. Please don't create any new accounts going forward either. This is all the information we have and the decision will not be changed.

Can you please find out what I did wrong?

Ich habe in dem Casino noch vor einem Jahr gespielt. Ich habe damals ein paar Einzahlungen gemacht und als ich endlich etwas gewonnen habe, hat das Casino mein Konto geschlossen und das Geld konfisziert. Casino hat mir damals nur diese Email geschickt:

Our security team have disabled your account and you can no longer use our services. I'm sorry for the bad news. Please don't create any new accounts going forward either. This is all the information we have and the decision will not be changed.

Können Sie bitte rausfinden was ich falsch gemacht habe?

Dear Monis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

Lastly, could you please advise which games you have been playing (live games, slots, or multiplayer)?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, I submitted my verification documents. In the casino I played with a bonus. I've played Secrets of Christmas and Golden Tour.

Ja, meine Dokumente für die Verifizierung habe ich eingereicht. Im Casino habe ich mit Bonus gespielt. Ich habe Secrets of Christmas und Golden Tour gespielt.

Thank you very much, Monis, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Monis.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Monis,

Olle here from BitStarz.

On behalf of me and the team, please accept my humble apology for this.

It turns out our platform's anti fraud team closed your account for bonus abuse, however I cannot see that you broke any rules in our casino, and thus they acted in the wrong. I've spoken to the head of their department and asked them to inform be prior to taking liberties without my knowledge.

Your account is open with the balance intact. As soon as you've uploaded the requested documents to your account you're free to withdraw the full amount.

With kind regards,

Olle

Thank you very much. I'm trying to withdraw now

Danke sehr. Ich versuche jetzt eine Auszahlung zu tätigen

Great news. Monis, please, inform us when you receive the amount. I am extending the timer by 7 days.

My payout has been paid out.

Meine Auszahlung wurde ausgezahlt.

Dear Monis,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef