BitStarz Casino - Der Spieler wurde beschuldigt, mehrere Konten eröffnet zu haben.

Around 7:30 pm on December 5th Japan time, I received $300 of the Bitstars Monday reload bonus after depositing $600, and within the limits of the rules, I won 7500 times the slot $4 times and achieved the withdrawal conditions.

When I tried to withdraw money there, I was told that a provider check would be performed for a large winning, and I waited for more than a week.

On top of that, I told them that the use of multiple accounts is unfounded and duplicate IP addresses can rarely occur, so it is not the basis for multiple accounts. We determined that the confiscated items were groundless because the content of the confiscated items changed one after another.

In addition, here we have saved the hit image with a URL, where you can see the $ 4 bet within the rules and a legitimate hit.

As for other information, we requested disclosure from the casino side, but they did not respond at all.

I do not have multiple accounts at all, and I will do everything to prove it.

Thank you for the mediation of the third party organization.

日本時間12月5日午後7時半頃、私はビットスターズの月曜日リロードボーナスを$600入金後に$300受け取り、規約の範囲でスロット$４回しで7500倍を当て、出金条件を達成しました。

そこで出金しようとすると、高額当選はプロバイダーチェックが入ると言われ、１週間以上待ち、その結果、同一IPアドレスよる複数アカウント使用による規約違反でアカウント閉鎖及び$30000没収となりました。

その上で私は複数アカウントの使用は事実無根でIPアドレスの重複は稀に起こり得るので複数アカウントの根拠にならない旨を伝えますと、今度はボーナス濫用など総合的に見てだとサポートで言われ、没収内容が次々に変わっていることで根拠なき没収と判断しました。

なおこちらは的中画像をURL付きで保存しておりまして、そこではルール内で$４ベット、正当な的中が分かります。

その他の情報としましてはカジノ側に開示請求を行ったところ、一切それに応じませんでした。

複数アカウントは一切持っておらず、その証明になることは全ていたします。

第三者機関の仲介をよろしくお願いします。

Dear waki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you've been accused of opening multiple accounts?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Yes, I first heard from the casino that multiple accounts due to IP address duplication violated the rules.

There is no possibility that the family has registered and played.

I don't know about neighbors. In addition, there are cases where you can play on your smartphone outside of your home.

Yes, my device.

It is a 4Ḡ line, and it can be confirmed in the screenshot of the play.

はい、IPアドレス重複による複数アカウントが規約違反とカジノ側から最初に伺いました。

家族が登録プレイをした可能性はございません。

また隣人については分かりません。なおスマートフォンによるプレイで自宅以外でもプレイすることはございます。

はい、自分のデバイスです。

４Ḡ回線であり、プレイのスクリーンショットにもそれは確認できます。

Thank you, waki, for your reply. Could you please advise if your account was successfully verified in the past?

Yes, since I have withdrawn once at Bitstarz, it has been confirmed normally.

There is no such case other than this time.

This is the only place where I tried to withdraw a large amount.

はい、ビットスターズでは一度出金しているので正常な確認をされています。

また今回以外ではこのようなケースはございません。

高額出金をしようとしたここだけこのような扱いを受けております。

Thank you very much, waki, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

I understand. I am confused because Bitstars is the first time that I have been confiscated and even suddenly withdrawn from my membership for reasons such as duplication of IP addresses and violation of rules without providing evidence.

I will also submit the hit image with the URL if necessary.

Thank you.

分かりました。IPアドレスの重複や規約違反など証拠も出さない理由で高額的中を没収され更に唐突に退会処分までされたたのはビットスターズが初めてなので困惑しております。

URL付きの的中画像も必要であらば提出します。

よろしくお願いします。

Hello waki,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BitStarz Casino to join the conversation and participate in the resolution of this complaint.

Dear BitStarz Casino,

Can you please provide further information regarding the confiscation of the player's winnings? If there is evidence of multiple accounts, please send it to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello.

Also, when I argued that there is a rare possibility that the IP address is duplicated due to smartphone play, I was told later that there is also bonus abuse.

Originally, I felt that it was something to do with it later, but I have evidence to refute it.

Hit images with Bitstars URLs are saved as screenshots.

Lines, under $5, are also available there.

If necessary, we will submit those as well.

こんにちは。

またスマートフォンプレイによるIPアドレスの重複が稀に重複する可能性もありますと反論したところ、ボーナス濫用もあると後から言われました。

本来それも後出しで如何なものかと感じましたが、それにもこちらは反論できる証拠がございます。

ビットスターズのURL付きの的中画像がスクリーンショットとして保存しております。

回線、$５以下回しもそこにはございます。

対応が必要ならばそちらの方も提出いたします。

Hi guys,

Thank you for reaching out, I will have a look at the case and revert back as soon as possible.

Olle

Invited you to a google doc, Adam

Dear waki,

After discussing the issue with the casino and reviewing the evidence available, the casino has decided to give you the benefit of the doubt on this occasion and you will receive the payment. Please keep us updated on the situation.

Kind regards,

Adam

Hello.

Withdrawal completed. Thank you for your response.

Before I mark this as resolved, I have one concern.

It is translated as the benefit of the doubt, but does it mean that the doubtful will not be punished?

If we do not prove our innocence, there is a possibility that other casinos will look at us as violators of the rules, and we felt extremely uncomfortable, so we do not ask for an apology for this matter, but the error on the casino side. I would appreciate it if you could provide me with the text of the fact that it is.

こんにちは。

出金完了しました。対応していただきありがとうございました。

解決済にする前に気になる点が１点ございます。

疑いの利益と和訳されておりますが、疑わしきは罰せずといった内容でしょうか？

こちらとしましては潔白を証明しなければ他カジノから規約違反者の疑いの目を向けられる可能性もありますし極めて不快な思いもしましたので、今回の件に関しまして謝罪は求めませんがカジノ側の誤りであることの文面をいただけると幸いです。

Hello waki,

I am glad to hear you have received your payment.

To clarify the previous statement, I believe the decision was made considering the evidence available. While there were some factors that suggested your connection to another account, it was concluded there was nothing to sufficiently show that anything untoward had occurred on this occasion.

Please understand, every case is different, and each may have a different outcome depending on many factors.

Can you please clarify if you now consider this matter to be resolved?

Kind regards,

Adam

Hello.

I understand.

Having respected the decision made by the casino and guru, and considering that the withdrawal was approved and the funds were received as a result, I consider this matter resolved.

Last but not least, I am very grateful for your mediation, including emails. Thank you very much.

こんにちは。

分かりました。

カジノ側とguru様による結論が出たことを尊重し、また結果として撤回が認められ資金を受け取ったことを考慮しまして、私はこの問題を解決したと考えます。

最後になりましたがメール等含めまして仲裁していただき大変感謝しております。ありがとうございました。

Dear waki,

As you have confirmed you consider this matter to be resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Thank you also to Olle and BitStarz Casino for their assistance and understanding regarding this case.

Best regards,

Adam