BitStarz Casino Support and Complaints Thread

I couldn't either but I'll find the email I'm sure I kept it lol 

Hello Shaana87,

Have you managed to find which email address you've used to register?

Thank you.

Hello Shaana87,

Since we haven't heard back from you, we'll consider this case CLOSED.

This is your typical response from any Bitstarz staff ..."it's in the terms and conditions" 

"It's free money" as directly quoted from above...but it's not? Is it? It is in fact based off of deposits made in the prior week. If you made no deposits there is no "Loyalty" bonus so it's NOT free. 

Then finally they always love finishing things off by attacking the character or words used by it's frustrated customers. "Mayve you should take a break" "learn to take the wins and losses" blah blah blah as they sit back and collect, rely on their terms and conditions and gaslight their customer base. It's pure greed! You never hear about the great experience someone had at Bitstarz or how their customer service was outstanding and their very kind and gracious. Not a chance.  Never something your ever going to hear because all they care about is their bottom line and making their customers feel like their crazy lol

Hi there,

I mean, with all due respect :) you make it seem like "it's in the terms" is not a valid argument, but it actually is, you know?

Just to address some of the things you mentioned. Friday Bonus is not based on deposit (for what it's worth), and the fact that we encourage players to take a break when they're furstrated is something I believe is a good thing :) So instead of trying to encourage someone who's upset to gamble further, we introduce the idea of stepping away and cool off a bit. 

As to the comment about not hearing anyone saying anything good about BitStarz, I'm not sure where you've been looking :) although there's always going to be people with good and bad experiences anywhere you look, just taking a look at our Trustpilot would indicate otherwise.

Everyone's entitled to their own opinion, and that include yours too. 

Olle

I am writing this review to share my negative experience with Bitstarz Casino, in hopes of warning others about the potential risks associated with this platform.

Several years ago, I struggled with problem gambling and was a VIP player at 7sultans Casino. I made it clear to my advisor, Jorn T., that I needed to stop gambling due to the negative impact it had on my life. For seven years, I managed to stay away from online casinos and rebuild my life.

Unfortunately, in November 2024, I was contacted again by Jorn T. He enticed me to try Bitstarz Casino, claiming it was similar to 7sultans and offered enticing promotions. Knowing my history, I find his actions irresponsible and potentially harmful.

Despite my reservations, I decided to try Bitstarz, focusing on poker. However, I found the experience extremely disappointing. The losses were significant, not only in terms of money but also time and quality of life. It felt like a constant uphill battle, and I suspect the platform's algorithms may be designed to favor the house.

I strongly advise against playing at Bitstarz Casino. The combination of aggressive marketing tactics, potentially unfair gameplay, and the risk of relapse for vulnerable individuals makes this platform a dangerous choice. I regret my decision to play at Bitstarz and am now left to rebuild once again.

Dear Juan B.,

Thank you for taking the time to share your experience with the LCB members and we’re sorry to hear about your negative experience. 

If you’d like, you can send us your casino username via private message so we can reach out to Bitstarz Casino rep and see if they are willing to provide any further insight or assistance regarding your case. 

Thank you.

Dear Juan B.,

Coudl you please let us know if you need assistance?

Thank you.

Dear Juan B.,

Since we haven't heard back from you we will consider your case closed due to the submitter's inactivity.

clean deposit. Did not credit 148 dollar win. only credited original bet amount. happened at 9;22 pacific time. 02\15\2024. contacted levi in support who talked in circles and refused to escalate my issue. not the first time this sort of non pay happened.

Disputed amount: 148$

Casino: BitStarz Casino

Case #: 2920

Dear akgrio2000,

Could you please let us know what explanation have you received from the casino's support regarding this matter?

Thank you.

Hello akgrio2000,

Could you please let us know if you still need assistance?

Thank you.

Since we haven't heard back from the member, we'll consider this case CLOSED due to the submitter's inactivity.

Oh wow I feel like I was done dirty on the 25 free spins I claimed and that's that Im a active player all I won was a a dollar and $1.98 smh 

immaturseven37

Hi Immaturseven37,

Could you share with us more information?

• Which bonus did you use?
• Did you check the maximum cash out for that bonus?

Thank you 

Hi Immaturseven37,

Do you still need our assistance? Please let us know so we can help you further.

Hi Immaturseven37,

Since it's been 48 hours and we haven't heard back from the member, we will mark this case as CLOSED due to the submitter's inactivity.

I received a $62 Friday Loyalty Bonus that is issued based off of the total losses accumulated during the previous 7 days. I was also issued 30 Free Spins based off of the total loss of my previous deposit. I won $3.80 from the free spins. Prior to logging into the casino and claiming those bonuses, I made a BTC deposit of $60 USD. After playing for a few hours, my balance was just over $1300.00 USD. I was playing Xing Fu Panda and my balance was around $1300 USD. The game froze and when i reloaded the page, I was met with a message on screen saying that my account has been suspended. After restarting my computer and trying several failed attempts to login to my account, I was finally able to access my account again. However, my balance was only $99 USD!!!!!!

Disputed amount: 1300$

Casino: BitStarz Casino

Case #: 3073

Hi danielhalloran,

Thank you for taking the time to share your experience with the LCB members. 

Could you share with us more information? This will help us better understand your case and assist you further:

• After you were able to log in to your account, did you notice any signs or notifications indicating that your account was suspended?
• Or did you receive any email regarding this issue?
• Are you now able to access your account and withdraw that winning?
• Also, let us know if you were using a VPN while registering or playing at the casino?

Please note that according to the casino's Terms & Conditions:

3.1.7. It's forbidden for players from the United States of America

If you are from the United States, unfortunately, this is a direct violation of their terms, and they have the right to suspend your account and forfeit the winnings.

We can try to reach out to them to see if you can get your deposit back.

Hi danielhalloran,

Any updates regarding your case? Did you get any response from the casino?

Hi danielhalloran,

Since it's been 48 hours and we haven't heard back from the member, we will mark case #3073 as CLOSED due to the submitter's inactivity.

Dear LCB.org Support, I’m reaching out to formally file a complaint against BitStarz Casino regarding a $100,000 loss that I believe resulted from unfair and potentially negligent handling of a withdrawal request. On Friday, 09/08/23 at 7:40 PM, I won $20,000 on the platform and immediately requested a withdrawal. I understand that large withdrawals may require additional review, which is reasonable under standard procedures. However, the withdrawal remained unprocessed for over 2 to 3 hours, during which the $20,000 was still fully accessible for gameplay. There was no restriction or notice placed on the funds to indicate they were under review or pending withdrawal. Given the delay and lack of clear communication or fund restriction, I continued playing, assuming the review would be completed promptly. Unfortunately, during this period, I lost both the $20,000 and an additional $80,000 in deposited funds — bringing the total loss to $100,000. Had the funds been properly locked or marked as unavailable during the review — as is common practice at many reputable platforms — this situation could likely have been avoided. I believe this reflects a serious failure in player protection and responsible gambling safeguards on the part of BitStarz. I am requesting that LCB.org assist by: Investigating the issue thoroughly Contacting BitStarz for clarification or resolution Helping to escalate this complaint publicly if necessary, to ensure accountability and prevent similar incidents for other players Attached is my original communication with BitStarz support under Ticket ID: ZD6C74. I have also informed them that legal action may follow if a fair resolution is not reached. Thank you for your time and assistance. Sincerely, Georgios Antoniades BitStarz Account: bidorbuys@gmail.com Date of Incident: Fri, 09/08/23 at 7:40 PM

Disputed amount: 100000$

Casino: BitStarz Casino

Case #: 3219

Hi George Antoni,

Thank you for reaching out. We forwarded your case to the casino rep to see if we can get an explanation from their side. Since this case goes back to 2023, we’re not sure how much can still be done.

If you have any proof that at that time you had 20000$ in your balance and a withdrawal pending at the same time, that could change things, and we could be happy to re-check it. Otherwise, if the withdrawal was cancelled by you or rejected and the balance was played, sadly, there’s likely nothing more we can do. However, we are still awaiting a response from the casino representative and will provide an update once we hear back.

Let us know if you can provide any additional information.

Hi guys,

Thank you for looping us in!

Just to explain this from our perspective as well here.

As you rightfully said, you won and requested a 20,000 dollar withdrawal, but as it was a larger win, our game suppliers have entered in their contracts with us that we're required to verify bigger wins with them before we cash them out. It's a request by them and not something that we've imposed on our players, but we do understand their side too here.

During this time, you cancelled your withdrawal of 20,000 dollars yourself, and proceeded to play the funds back. They weren't in your balance until you manually cancelled the withdrawal and proceeded to play with the funds. This is also something you'll come across in any other casino. Until we've sent the funds, you can cancel the withdrawal. 

What a player can do is temporarily suspend their account, or you could have used the wager limits on your account in order to prevent yourself from playing more whilst this is going on. In hindsight I'm sure this is a painful memory, but after this happened you still went on playing at BitStarz for several months. I'm not sure if it's only now (a couple of years later) that you've come to the conclusion of being wronged somehow. But, you still played at BitStarz for a long time after this happened.

But yeah, as much as I can sympathize with you gambling away winnings, the choice to cancel the withdrawal was made by you, and if you would have turned those 20,000 dollars into 200,000 dollars we wouldn't have had this conversation I believe. So with all due respect, I don't believe we did anything wrong here.

LCB, if you need any proof of this from our end, I'm happy to provide.

Regards,

Olle

Hi George Antoni,

We would like to thank the casino representative for their cooperation and detailed response. After reviewing all the evidence provided, we fully support the casino’s decision. It has been clearly confirmed that the player cancelled their own withdrawal and later spent the funds.

Based on the available proof, this case is considered clear and fairly handled, and we are marking it as #3219 RESOLVED.

Dear Sir/Madam, My mother (age 65) sold property for €110,000 to purchase an apartment in Cyprus as her only future source of rental income, as she receives no pension. From this amount, approximately €80,000 was transferred to me. During this period, I deposited €5,000 at Bitstarz.com and won approximately €20,000. Despite repeated withdrawal requests, Bitstarz unjustifiably delayed payment. I hold full written correspondence proving these delays. I suffer from a diagnosed mental health condition (schizophrenia). During this clearly demonstrated period of vulnerability—and while Bitstarz withheld my winnings—I continued gambling and ultimately lost the entire €80,000 plus additional funds. I receive €850 per month in disability benefits, leaving both my mother and me in severe financial distress. At the time part of these funds were lost, my account had already been excluded (banned), including during the loss of funds intended to purchase my sister’s flight ticket from South Africa to Cyprus. Bitstarz initially ed the exclusion and later reactivated my account. I possess emails ing the exclusion, the delayed €20,000 winnings, and Bitstarz’s apologies for payout delays. Bitstarz / Gareton B.V. bears responsibility due to: Unjustified payout delays Failure in duty of care toward a medically vulnerable player Allowing gambling activity on an excluded account Negligent operational conduct Had the winnings been released ly, these losses would not have occurred. Bitstarz has made direct transfers to my Bank of Cyprus IBAN (including €4,000.00 and €911.91), ing traceability. Without prejudice, I remain willing to resolve this amicably. The outstanding amount is €110,000 (128,877.33 USDT). If this is not settled within seven (7) days, I will initiate legal action seeking €250,000 without further notice. All rights reserved. For clarity, I may have attempted to submit a South African passport copy at the time of exclusion linked to my sister’s ticket issue. However, no full KYC was completed or approved. Bitstarz now claims I completed full South African KYC under the name George Antoni. I formally request that Bitstarz provide ALL KYC documentation allegedly held, including: Proof of South African residential address All supporting verification documents Any internal verification logs ing approval On a previous complaint forum  Bitstarz provided only a passport copy and the case was closed. This is insufficient. Full documentation must be produced. Thank you for your cooperation. Kind regards, Georgios

Disputed amount: 110000€

Casino: BitStarz Casino

Case #: 3870

Hi George Antoni,

Thank you for reaching out to us and for sharing your experience with us.

We have received confirmation from the casino representative that your previous account was closed due to Responsible Gambling measures. After that, you created a new account under a different name. During the KYC verification process, the casino identified that both accounts belong to you, which led to the closure of the new account as well.

This complaint is also very similar to the previous one you submitted for the same casino and the same issue. At that time, the casino provided evidence, and the case was resolved.

We kindly ask you not to submit repeated complaints about the same issue and the same funds.

Additionally, we strongly advise you not to open accounts under false names, as this will always lead to closure once KYC is performed, and will only cause more problems for you.

The casino was initially unable to link your two profiles because you used different personal details and email addresses. They only confirmed it during KYC, which is standard procedure.

Since we have already reviewed the evidence from the casino and this issue has been addressed previously, we will mark complaint #3870 as RESOLVED from our side.

This site is a straight up scam.

Hi Paulie,

BitStarz Casino is a verified and licensed casino, listed on our site as a legitimate operator, so you can feel confident playing there.

Feel free to check the review page for more detailed information and player feedback.

That said, if you’ve experienced any specific issue or concern, please feel free to share more details. We are here to help and assist you if needed. 

So I deposited $30 minus transfer fees ltc to play like usual. I never take their bonuses because I always want to cash out without issues. However for the last 6 months every time I play and win, they claim I have an active bonus or have exceeded their bonus play bet limits. I've played here for years and know for absolute CERTAINTY that it's impossible to exceed their bonus bet limit without a pop up in game play preventing the bet from happening and stopping the game play from going further. You are forced to exit the game, lower your bet and start over. Rendering this reason for canceling my withdraw inexcusable. I contacted support before winning the large amount when I began to win a little bit asking if the bonus requirements had been met once I realized I received it even when I didn't want it to ask to cancel it but was assured from the agent that I had already met all play through requirements and he checked again and reassured me that there were no issues with the bonus or my game play associated with the bonus and any withdrawal would be fine so I continued to play and win and won more. To which I returned to support to make sure one more time that everything was OK and again was told I was good to go. So I requested a withdrawal. One hour later I received an email stating my withdrawal was denied and all funds removed from my account because my bet limit was too high. I contacted a special support agent and tried to make my case but they were not going to listen to anything. They make the rules and it's their world so what can I do? I keep getting screwed by these guys. I have no problems with any other casino. Just them

Disputed amount: 18912.25$

Casino: BitStarz Casino

Case #: 4602

Screenshota of conversation with support agents

Hi Julie Nunnelly,

Thank you for reaching out to us and sharing your experince.

We will contact the casino representative and ask them to review your case.

For future reference, if you do not wish to use a bonus, you can always contact the casino’s support team and ask them to remove or cancel the bonus before continuing to play.

Also, please note that the casino’s general support team may not have access to your detailed betting history. A more thorough withdrawal review is usually carried out once a withdrawal is requested. At that stage, the casino’s relevant team reviews the gameplay, bets, bonus conditions, and other applicable terms before approving the withdrawal.

We will keep you posted once we receive their response.

Hi Julie!

Olle here from BitStarz.

Firstly, sorry for any confusion on this and please allow me to clear some things up.

Let's start with the bonus issuance in the first place. You've been with us for 2 years now and I truly appreciate your loyalty over that time, it means you're a seasoned veteran in our casino :)

As someone here already pointed out, you select to have automatic bonus issuance on your account, and as this was a Monday Reload bonus occuring weekly, this happens every week when you deposit on Mondays. So it's nothing new that we've conjured.

Also, there's no pop-up preventing you from doing max bet sadly, we had it about 6 years ago but it conflicted with some other things in our systems, but we're trying to find a way to bring it back to avoid confusion.

You also mentioned you didn't bet over the 5 dollar limit, but I see you making multiple spins over 10 dollars in value, I'm happy to provide screenshots of this if you'd like, but I figured I'd ask first as I don't want to provide it publicly if you feel it's too sensitive. I can block out your email though.

Olle  

As I said earlier I'm not disputing raising my bet limit once I was told I had already met my playthrough requirements by your support agent I spoke with the first time.  After that I bet high and let it roll! 

But I'm not going to argue you with you.  If you say I did it before your agent said I was OK to do so then fine, I'm sure I must be dumb to do this over and over again.  Because I've won off you 4x now on bonus money and haven't been able to cash out according to your rules.  Based upon this problem that I only have at this casino, I will not deposit or play here again. I deposit, play and withdraw without these issues at the other places I play and will gladly give them your deposits instead.  Sorry we couldn't work this out.  You have plenty of other patrons. 

Hi Julie,

It's important to have a look at the bonus section of your profile as you can verify if you've met the wagering requirement or not, I'm all ears for suggestions on how to make this easier.

I'm not saying you're dumb at all, all I'm saying is that the auto issuance of bonus (which you've selected) isn't something we've added recently, but has been there since you opened your account about 2 years ago. So I just wanted to clarify that this isn't something new that we've added, but rather that this auto issuance happens every week when you deposit during the promo time period.

It's a bit tricky for us as a casino, because if your account is set (by you) to receive bonuses upon deposit, we'll honor that. So we can only interpret your preferences as being your actual preferences. I mean, we'd upset a lot of people if we didn't give people bonuses that we'd offer them and go against their own preferences.

If you felt that you didn't want to accept the bonus, you can always cancel the bonus before you start playing. If you do that, no harm is done and you'll be left witih your cash balance. I do understand it's hard to notice sometimes, but if I deposit 100 dollars and for some reason have 150 dollars in my account before playing, it's most likely due to a bonus.

So yeah, I mean no disrespect in my reply, but when you accept a bonus, there are rules to come along with it, you know? I understand you're disappointed for which I'm sorry for, and we sometimes make exceptions to this if it's a single game round over the limit. But when you're making tons of spins over the limit for bonus bets, it makes it hard to make the same exception I'm afraid.

Once more, I mean no disrespect and wish you all the best in your future gambling. But bear in mind please that this rule exists in many casinos, so if you play elsewhere, please have a look at the terms so it doesn't happen to you again.

To LCB and my dear fellow lcb patrons, 

I would like to delve into and go into detail with regards the withdrawal denial from bitstarz and my ultimate decision to close my account altogether with them based upon their repeated behaviors of what I believe to be unprofessional and unfair business practices to us, the consumer. This is not only based upon my personal experience but also in the experience of many other players as well as over a years worth of well documented unbiased record keeping of deposits, winnings, bonus plays, bonus winnings and successful and unsuccessful withdrawal requests. Based upon these facts, I have come to a very clear conclusion that bitstarz uses software practices to create winning adjustments for players using bonuses that are unreasonably higher odds than those not using bonuses. Once those bonus playthrough requirements are met all winnings cease rather quickly.  If no bonus is used winning is rare if at all. Compared to other odds systems, theirs is quite staggering to be a loss unless using bonus play.  

As to my personal experience. 

1. As this representative is still refusing to answer my question clearly.  I will go step by step. 

2. To be perfectly clear.  I have screenshot of every single conversation with every agent from start to finish. There are too many to upload here though.  But I do have them.  

3. When I began playing with a $30 deposit, I did NOT PLAY $10 spins.  I wouldn't have played very long that way. I would've been done playing by spin 3? I didn't spin with a bet that high until much later as u said. Once the first rep said I had met my play through requirements and he had mentioned the minimum bet of $5 thing too. I asked him to check all of that for me and he had me hold and I did. He checked and he had me go check to see if I had the Monday bonus and I couldn't find any active bonus.  He came back and told me I was good and I told him I couldn't find any bonus and he said it was because I had met all the requirements. I said and I didn't bet too high did I and he said he didn't think so and he checked again and came back again and reassured me I was good.  And I said good cause I've been winning and I don't wanna lose Mt money like I always do. So I'm gonna go let er rip. 

4. I returned to the game and upped my bet and literally within 10 minutes won big. I returned to the same chat window and spike to the same agent. I asked him again if I was going to have any issues cashing out abig win and he assured me there wasn't going to be any problems. 

5. You guys know the rest. Not only did they cancel my withdrawal but they emptied my balance bit they didn't close my account. But they took my entire balance which included my deposit 

I will never give them another dime. I didn't raise my bet until their employee told me it was OK to do so and I checked for an active bonus too and there wasn't one. 

I also was told I was able to go look at my game play bet by bet so I could verify what they were saying was true but I have no access to my game play bet by bet. But I sure would love to see it from the time I play my first bet that day. Sure seems weird it just isn't there anymore. Hmmmm funny how things like that just disappear.  

I am a reputable player who has an outstanding almost impeccable record with integrity and high standards as a player with bitstars' peers. I will continue to praise them and will send every affiliate I know in this industry the facts of this case about Bitstarz until I have a million ears listening. This I promise you.  

Hi Julie Nunnelly,

As the casino has already explained, the bonus was automatically added to your deposit based on the bonus settings selected on your account. Please note that these settings can be changed at any time.

You have been a member of the casino for several years, and this is not your first reload, so you are familiar with how the bonus selection works. We understand that mistakes can happen and that you may have simply forgotten that the bonus was active.

However, the casino representative has provided us with evidence showing that there were several bets placed above the permitted maximum bet limit while the bonus was active.

Regarding your conversations with customer support, as we previously explained, a more thorough withdrawal review is usually carried out once a withdrawal is requested. At that stage, the casino’s relevant team reviews the gameplay, bets, bonus conditions, and other applicable terms before approving the withdrawal.

Based on the information and evidence provided to us, the casino’s decision appears to be supported by the available evidence.

Thank you for looking into this for me.  I appreciate that they were able to provide you with the proof they would not provide me. I still am going to call hogwash but eh, at this point, no one cares but me. Lesson learned! 

Hi Julie Nunnelly,

Thank you for your trust and patience. We’re sorry that things turned out this way, and we believe that it was never your intention to violate any rules.

We will now mark complaint #4602 as RESOLVED.

We are always here if you need any assistance in the future, and we hope your next bonus experience will be a successful one 

Thank you for your understanding.

PDF Full complaint + attachments! https://drive.google.com/drive/folders/19UawuLCnNPvw2X1aPBGn92SNPeqD_FZS They accused me of multiple accounts but how come they banked 5000 euros at a later stage they are really playing dirty!

Disputed amount: 110000$

Casino: BitStarz Casino

Case #: 4623

Hi there,

I mean, accusation makes it seem like we don't have any evidence to completely support our case, but the truth is you do have multiple accounts in our casino. You had an account back in 2022 where we chose to close your account for responsible gambling as you said you had schizophrenia and couldn't control yourself.

Then you later opened a new account with us. So as much as I have respect from someone suffering from mental illness (which I think many people can relate to in one way or another), it doesn't absolve us from our actions sadly. They do somewhat explain them, but as much as I'm sympathetic to your condition it doesn't mean there's no consequences to our actions.

If you were aware of your diagnosis 3 years ago which it may seem you were because you mentioned it, I hope that means you had some sort of medication and therapy to manage it to your best abilities. That said, you're still responsible for your actions. 

Out of respect for you, I don't want to display your name and accounts here publically, but I'm happy to share it with LCB in private to protect your identity.

Olle

Olle,

That is precisely my question: if you had already identified me in 2022 as someone who was unable to control my gambling and had closed my account specifically for responsible gambling reasons, why did you allow me to open another account and continue gambling with you throughout 2023 and 2024?

You already had the information about my vulnerability. This wasn't something you only became aware of after the later gambling activity.

I accept that I am responsible for my own actions, but responsibility cannot simply be placed entirely on me when you had previously taken action to protect me from gambling with your casino and then subsequently allowed me to return and gamble for another two years.

If your position is that I was responsible for my actions in 2023–2024, then I would like you to explain what happened to the responsible-gambling restriction that you had imposed in 2022, and why it did not prevent me from opening and using another account.

That is the issue I am asking you to address.

Regards,

George

My question is simple: if you had already identified me in 2022 as being unable to control my gambling and closed my account for responsible-gambling reasons, why did you allow me to open another account and gamble throughout 2023 and 2024?

If your casino had acted on the concerns you had already identified, my mother would not be suffering the way she is today because of the financial and emotional consequences.

I accept responsibility for my actions, but I ask that the casino's responsibility is also considered fairly. I simply hope that, when all the facts are reviewed, justice is seen and judged fairly for everyone involved.

Hi there,

So, there's a distinction that has to be made here.

We didn't permit you to open a new account, you did it anyway. Also, you used a slighly different variation of your name to avoid detection.

In other words, we never said it was ok, you just did it and didn't get caught right away, so I'm sorry to say you're confusing two different things.

To make a dramatic yet logical parallel. It's like a bank robber saying that we allowed them to rob a bank because they didn't get caught. 

Olle 

Olle, could you please explain the claim that I used a slight variation of my name to avoid detection, when George Antoni could not have been properly KYC-verified by me, as I had no physical address or mobile number in South Africa under that name?

Furthermore, in 2024 the casino accepted and processed approximately €5,000 under my actual name, Georgios Antoniades, Cyprus, so how was this account not linked to my previous account and the responsible-gambling closure from 2022?

Olle, I am fully aware that KYC is required for withdrawals, so I had no reason to deliberately use a different identity; if you believe I used a slight variation of my name to avoid detection, then please explain how the account was subsequently processed under my actual name, Georgios Antoniades, Cyprus, including the approximately €5,000 in 2024, and why it was not linked to my previous responsible-gambling closure.

If you want to verify who I am, do the right thing and ask me for my mother's IBAN number — I'm sure that would put a smile on her face.

Olle, I have retained all communications and supporting evidence, which can be provided to the LCB team via ; I did not change my name to a slight variation to avoid detection, and I am happy for the evidence to be independently reviewed.

I am fully aware that KYC is required for withdrawals, so I would ask you to explain how the account was subsequently processed under my actual name, Georgios Antoniades, Cyprus, including approximately €5,000 in 2024, and why it was not linked to my previous responsible-gambling closure.

I have complete communication records from my emails, and I am prepared to provide them to the LCB team for independent review if required.

To be absolutely clear, I did not use a slight name change or attempt to misrepresent my identity. I fully understood that KYC verification was required for a successful withdrawal, and my email correspondence documents my understanding and communications regarding this process.

I can forward the complete email correspondence from both of my email addresses, yiorgosantoni@gmail.com and bidsorbuys@gmail.com, to the LCB team should they require additional evidence.

Accordingly, I strongly dispute any suggestion that I was unaware of, or attempting to circumvent, the KYC requirements. The complete correspondence should allow the LCB team to verify exactly what was communicated and when.

As for the valuation, my 2026 estimate for the BitStarz operating business is approximately $30–80 million, with a central estimate of around $50 million.

You're a casino, not a bank, and comparing a customer account issue to bank robbery is completely disproportionate. Once again, I am FULLY AWARE that no funds would be released without KYC; I did not simply change my name slightly, and I can provide all the email correspondence to LCB if necessary.

Hello George Antoni,

During the KYC process, the casino verifies the player's identity and account information, and this is also one of the stages where potential duplicate accounts can be identified. Therefore, the fact that a duplicate account was not detected earlier does not necessarily mean that no other account was associated with the same player.

In this case, once the casino identified the duplicate account during its verification process, it took the appropriate steps to close the additional account. According to the casino's Terms and Conditions, maintaining multiple or duplicate accounts is not permitted, so the account activity was in breach of the applicable rules.

While we understand your position, our assessment has to be based on the casino's stated Terms and Conditions and the information provided in the case. Since the casino has identified a violation of its rules and has already taken action regarding the duplicate account, we unfortunately do not have sufficient grounds to challenge the casino's decision or take further action on this complaint.

We understand that this may not be the outcome you were hoping for, but we must remain impartial and apply the same approach to both players and casinos when reviewing complaints.

We will mark this complaint #4623 as RESOLVED