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Hi ▇▇▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Could you confirm where you are currently residing? You used the US as your residence for the complaint but in the email you said you lived in Canada.

Thanks,
CasinoReviews.com Complaints Team

Hello

Sorry I'm not sure if I'm supposed to reply here or through the email. I have always been living in United States bit stars is the one that said I was living in Canada during my verification I've never lived in Canada

Langlee is username. Change it to that please

Hello


Yes please change my username to Langlee. I thought that's what I had signed up with.  I have always been living in United states. Bitstarz said that during my verification I was living in Canada. I've never lived in Canada.



Thank you

Hi Langlee,

Thank you for that confirmation.

Just following up on our previous request:

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hi Langlee,

Thank you for sending that through. Bitstarz are not accusing you of living in Canada. They are claiming that you informed them that you were resident in Canada, when in fact you are resident in the United States.

The Bitstarz terms of use clearly state:


> "3.6 Users from the following countries and their territories (“Restricted Countries List”) are not allowed to deposit and play real money games: **United States of America**, Puerto Rico, Greece, United Kingdom (including any overseas territories), Isle of Man, Jersey, Gibraltar, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Sweden, Israel, Lithuania, Slovakia, Belgium, Dutch West Indies, Angola, Albania, Iraq, Jamaica, Uganda, Pakistan, Islamic Republic of Iran, Panama, Lebanon, Zimbabwe, Mauritius, Nicaragua, Yemen, Central African Republic, Côte d'Ivoire, Sudan, Liberia, Syrian Arab Republic, Cayman Islands, Somalia, Congo, North Korea, Eritrea, Haiti, Sierra Leone, Ethiopia, Myanmar, South Sudan, Burkina Faso, Libya, Mali, Barbados, Rwanda, Czech Republic, Serbia, Cuba, Portugal, Georgia, Hungary, Ukraine, Estonia, Bulgaria, Latvia, Lichtenstein, Poland, Romania, Cyprus, Brazil or Curacao to play at BitStarz. This includes both FIAT and Cryptocurrencies.
>
>
>
> 3.7 The Casino cannot guarantee successful processing of withdrawals or refunds in the event that Player breaches this Restricted Countries policy."


The above being the case, you have breached Bitstarz terms of use the moment you signed-up.

So the question becomes "when did the operator know?" Have you previously informed the operator that you are living in the United States? Or provided documentation that evidences this?

Thanks,

CasinoReviews.com Complaints Team

Hi
Yes I did. I had a specific conversation with them about using a VPN which they do not allow so they clearly knew where I was located and the first withdrawal that I made from them they made me submit my ID which is the same one I submitted this last time that they said claimed they didn't know where I lived. I've been searching for other conversations but I was locked out of my account before I could download the rest of them. I will keep looking for it.


Thank you

Hi Langlee,

Having a conversation about using a VPN is not the same thing as having told the operator you are living in the United States. Likewise, personal ID - like a passport or driving license - does not tell the operator where you are currently living. It is perfectly possible to have a US driving license, but be living in Canada.

You have agreed to these terms, so your only defense in this situation is if you can locate a conversation where you told the operator directly that you were living in the United States, or you provided a document, like a bank statement or bill, where your address was listed as the United States.

Thanks,

CasinoReviews.com Complaints Team

Hi Langlee,

As discussed above, can you provide any evidence that you discussed with the operator that you were a resident of the United States or that you provided them with evidence that you were a resident of the United States.

Thanks,
CasinoReviews.com Complaints Team



On Nov 10, 2025 7:07 AM, "Dispute Resolution Official (CasinoReviews)" <complaintreply@casinoreviews.com> wrote:

> ![](https://a.storyblok.com/f/227533/316x110/71d4de8526/logo_email-d.png)
>
> A new update is available. To add further comments, reply to this email.
> You can access your complaint here: https://complaints.casinoreviews.com/hc/requests/9326
> -----
>
> Hi Langlee,
>
> As discussed above, can you provide any evidence that you discussed with the operator that you were a resident of the United States or that you provided them with evidence that you were a resident of the United States.
>
> Thanks,
> CasinoReviews.com Complaints Team
>
> [NDW1X1-J9KP7]

Hello


Other than the screenshots and recordings I have and all the documents I submitted to them I'm not sure what else there could be.



Of course they locked me out of my account and deleted all of the things that I didn't have saved.



I have since created a new account with them and have been going to the same exact thing. They have a Washington United states address on file and they allow you to deposit withdrawal and play from that IP address but some other ones they do not. If you ask them any questions they say too connect to VPN if it's not a region you can play in then switch the VPN to another one. Specifically said Finland, United states, Canada







On Nov 14, 2025 2:12 PM, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ wrote:

>



On Nov 14, 2025 2:18 PM, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ wrote:

> Hello
>
>
> Other than the screenshots and recordings I have and all the documents I submitted to them I'm not sure what else there could be.
>
>
>
> Of course they locked me out of my account and deleted all of the things that I didn't have saved.
>
>
>
> I have since created a new account with them and have been going to the same exact thing. They have a Washington United states address on file and they allow you to deposit withdrawal and play from that IP address but some other ones they do not. If you ask them any questions they say too connect to VPN if it's not a region you can play in then switch the VPN to another one. Specifically said Finland, United states, Canada
>
>
>
>
>
>
>
> On Nov 14, 2025 2:12 PM, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ wrote:
>
> > On Nov 10, 2025 7:07 AM, "Dispute Resolution Official (CasinoReviews)" <complaintreply@casinoreviews.com> wrote:
> >
> > > ![](https://a.storyblok.com/f/227533/316x110/71d4de8526/logo_email-d.png)
> > >
> > > A new update is available. To add further comments, reply to this email.
> > > You can access your complaint here: https://complaints.casinoreviews.com/hc/requests/9326
> > > -----
> > >
> > > Hi Langlee,
> > >
> > > As discussed above, can you provide any evidence that you discussed with the operator that you were a resident of the United States or that you provided them with evidence that you were a resident of the United States.
> > >
> > > Thanks,
> > > CasinoReviews.com Complaints Team
> > >
> > > [NDW1X1-J9KP7]

Hi Langlee,

Thanks for sending that through.

Unfortunately, none of this really evidences what you're looking to show. That Bitstarz accepts play from US IP addresses is widely known.

What we're looking for here is a communication where you told the operator that you were in the US, or a verification document (bank statement, utility bill) that you submitted to the operator that showed your US residential address.

Thanks,

CasinoReviews.com Complaints Team

Hi Langlee,

We're going to close this complaint at the juncture. If you manage to locate evidence that support your claim, please feel free to get back in touch with us.

Thanks,

CasinoReviews.com Complaints Team

I have now been restricted from accessing their website

Hi Langlee,

Any evidence that you could have would be in your communication records with the operator, or documentation you sent to the operator. You would not need to access your account to locate it.

And given that Bitstarz no knows absolutely that you are in a restricted country, the logical thing for them to do - presuming that they're acting in good faith - is to restrict your access.

Thanks,

CasinoReviews.com Complaints Team



On Dec 2, 2025 10:39 AM, "Dispute Resolution Official (CasinoReviews)" <complaintreply@casinoreviews.com> wrote:

> ![](https://a.storyblok.com/f/227533/316x110/71d4de8526/logo_email-d.png)
>
> A new update is available. To add further comments, reply to this email.
> You can access your complaint here: https://complaints.casinoreviews.com/hc/requests/9326
> -----
>
> Hi Langlee,
>
> Any evidence that you could have would be in your communication records with the operator, or documentation you sent to the operator. You would not need to access your account to locate it.
>
> And given that Bitstarz no knows absolutely that you are in a restricted country, the logical thing for them to do - presuming that they're acting in good faith - is to restrict your access.
>
> Thanks,
>
> CasinoReviews.com Complaints Team
>
> [NDW1X1-J9KP7]

Hi Langlee,

When did this live chat conversation occur? Before or after your account was closed?

Thanks,

CasinoReviews.com Complaints Team

Before it was closed and after actually but I don't have that one recorded

Also I don't think you're able to chat with them when your account is closed.



On Dec 10, 2025 11:23 AM, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ wrote:

> Before it was closed and after actually but I don't have that one recorded

Hi Langlee,

When we review the metadata of the screenshot, it shows a creation date of the 14th of November, significantly after you submitted this complaint. Can you explain how this conversation occurred before the account was closed, but the screenshot was taken after?

Thanks,

CasinoReviews.com Complaints Team

Hi Langlee,

We're following-up on our previous communication - when we review the metadata of the screenshot, it shows a creation date of the 14th of November, significantly after you submitted this complaint. Can you explain how this conversation occurred before the account was closed, but the screenshot was taken after?

Thanks,

CasinoReviews.com Complaints Team

Hi Langlee,

If we haven't heard from you by Friday the 9th of January we will assume you no longer need our assistance and close this complaint.

Thanks,

CasinoReviews.com Complaints Team

The screenshot I submitted was after the account was closed on the day that I took it. The several conversations with them before the account was closed I didn't get a screenshot of it because I didn't feel like I needed one at the time. There isn't a way to record or save their messages. I started doing screenshots and screen recordings after this happened. Not ever feeling like I needed to because I never had an issue depositing or withdrawing from them until this big win. also I  don't have all those records because they locked me out before I could get screenshots of many of them. I also wondering what happens to the money in my account if they lock me out? do they keep it? do they give it back? Give it back to who? It's a lot of money. For me life-changing amount.  I won it from several different games on their site. One of them being their own original game and the other ones games that if someone wins they would get the winnings. so I'm just wondering how that works because they wouldn't answer that and I can't get that answer from anyone else. I feel like they did this so they can keep it or they didn't actually have the money to pay out the winnings. I don't know if that's a thing but it feels not right to me. I'm not able to access all the records from them like I said. Maybe you guys can and you can see how many times that I deposited and withdrew from them and never had an issue . even before this happened their support staff would say to use a VPN if you're in an area you can't play and it would say that on their screen when you were to try to log in. It would say try using a VPN from Finland or had a couple other countries there that I can't actually remember nor did I get a picture of but they changed that since then. I really wish that I got more screenshots and screen recordings. Obviously. But like I said I never felt like I needed to until this happened. At the time I was pretty new to all the online gaming and wasn't aware of protecting myself. I would think that the support staff is telling you the truth about how things work when you ask them. There are other sites that have the same games that you can play in the US and they are also don't have rules against using a VPN. I thought the VPN was for not being traced or not having identity theft happen to me. Not trying to use it in a sneaky sense as where I'm located. Nor did I realize when they told me that I was technically not allowed to play from the US. I don't remember that being in there policy at the time that I signed up. And they had several copies of my driver's license and my bank statements and everything that had my identity and where I lived on them. Submitted them two times actually before they asked me for the last one saying that they never got the previous ones. So if they didn't how come they let me deposit and withdraw so many times?

Hi Langlee,

Sadly, we agree with your fears about what's going on here. Bitstarz have for many years been accepting US players under a 'don't ask, don't tell' policy. They encourage players to use VPNs if they're struggling to access, but never ask where the player is from. Then, later, when they conduct KYC after a big win and 'realise' that the winner is in the USA, refuse to pay out due to violation of terms.

Unfortunately, there's really nothing we could do here. If you had rock solid proof that you'd informed the operator of your place of residence before the win occurred, we could try to push back on this decision, using that evidence to highlight that their team encourage the breach. It's still very likely that the operator would ignore us. But without absolutely clear cut proof of them acknowledging your breach and allowing you to continue - occurring before the win - there is no possibility of the operator doing anything. And relying on them to provide the evidence that supports your claim is unrealistic.

Sorry we cannot be of further help.

CasinoReviews.com Complaints Team

Found Against the Operator - Bitstarz once again appear to be enforcing a selective restriction on US players who win.

I played at bibitstar  for over a year and had done their verification process at least twice. I never had a problem with withdrawals I had made several of them until I won a large amount. A total of over $80,000. There was no bonus involved at the time. It was a clean deposit. It was a very lucky day. I  won on a couple of different games some good amounts. I have screenshots and recordings and I saved the emails and the communication between us. TheyThey took a long time doing the verification process again. In the end our decision to not give me the money was becaue they said I lived in Canada and not United States. I don't believe this to be true and they would not show me the proof. I know that they have had my identification three times there they knew exactly where I was at. I talked to them a lot of times but other issues and they knew me well. Of course I was very upset when they decided not to give me any of it and blocked me out of my account. I understand it's a large amount but that doesn't give them the right to decide not to pay it. There were four different games that I had played during the time but I wanted large amounts on one of them being their original game. I can submit all the screenshots and other documents that I have I've been waiting this whole time for them too change their outlook. I've contacted and they weren't able to help me. Thank you for looking into this for me.

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