Hello all,
So to start this topic, i just had a big win and wanted to cash out. 5 minutes after i did my withdrawl request ive got an email that my account was closed because i was using 'Multiple Accounts'.
The fact is that ive had never used multiple accounts, so after that ive contacted the support live chat to ask what the problem was.
Than i figured out that i still had by accident my vpn on my computer for less then 5-10 minutes (ive created the account on my mobile phone and played on it all time, without a vpn).
They told me that all my winnings were lost (even the ones i had gathered on my mobile phone). i had already send in all my documents to verify my account a couple days ago, so they could have easily seen that i was the only person using that account and that i didnt had any other accounts. I even sended them a photo from the vpn, with the ip address and my ID-card next to it.
I hope this problem will get resolved easely..
greetings,
Matthias
Edit: Found a similar person, who had thé same problem as me.
https://www.reddit.com/r/Bitcoin/comments/7ez6n3/bitstarzcom_scam_2800_stolen_on_bitcoin_casino/?utm_medium=android_app&utm_source=shareAnswer of thé support:
Hi there,
I think this was a support mistake as they made an IP check on your account and found multiple players
using the same IP, without taking into consideration that a VPN could be used here.
I will personally ask them to pay you out in full. Your account should be open in a few minutes and
the money should be there soon so you can experience the fast BitStarz withdrawals.
Kind Regards,
Olle, BitStarz
