Dear Sir/Madam, My mother (age 65) sold property for €110,000 in order to purchase an apartment in Cyprus as her sole source of future rental income, as she currently receives no pension. Of this amount, approximately €80,000 was transferred to me. During this period, I deposited €5,000 at Bitstarz.com and successfully generated winnings of approximately €20,000. Despite repeatedly requesting withdrawal, Bitstarz unjustifiably delayed payment. I possess full written correspondence confirming these delays. I have a diagnosed mental health condition (schizophrenia). During this clearly documented period of medical vulnerability—and while Bitstarz was withholding my winnings—I unfortunately continued gambling and ultimately lost the entire €80,000, along with additional funds. I currently receive €850 per month in disability benefits, leaving both my mother and myself in severe financial hardship. Furthermore, at the time part of the funds were lost, my account had already been excluded/banned by Bitstarz, including during the period when money needed to pay for my sister’s flight from South Africa to Cyprus was lost. Bitstarz initially confirmed my exclusion and later reactivated my account regardless. I hold emails proving the exclusion, delayed €20,000 winnings, and Bitstarz’s written apologies regarding payout delays. Bitstarz / Gareton B.V. bears clear responsibility due to: Unjustified withholding of winnings Failure in duty of care to a medically vulnerable player Allowing gambling activity on an excluded account Negligent operational conduct Had Bitstarz released the winnings promptly, the subsequent gambling losses would not have occurred. Bitstarz has previously made direct transfers to my Bank of Cyprus account (including €4,000.00 and €911.91), proving transaction traceability. Without prejudice, I remain open to an amicable settlement. The outstanding sum is €110,000 (128,877.33 USDT). If full settlement is not received within seven (7) days, I will proceed with legal action seeking €250,000 without further notice. All rights reserved. For clarity: I believe I may have attempted to submit a copy of my South African passport around the time my account was excluded regarding my sister’s travel issue. However, this was never part of a completed or approved KYC process. No full KYC was submitted or verified. Bitstarz now claims I completed full KYC under the name George Antoni. I hereby request that Bitstarz provide the full South African KYC profile they allege to possess, including: Proof of residence in South Africa All supporting verification documentation (including proof of residence not only my passport copy) Previously, when this matter was reviewed elsewhere, Bitstarz only produced a passport copy and the case was improperly closed. Therefore, I insist that complete documentation be provided. Thank you for your cooperation. Kind regards, Georgios

Dear Devaqueen, Thank you for reaching out to us. We confirm receipt of your complaint, which has now been logged and is pending initial review by our team. Please note that, in accordance with our policy, we can only review a complaint once the casino operator has been given the opportunity to resolve the matter directly. You are therefore required to first submit your complaint through the operator’s official complaint procedure and allow up to 8 weeks for them to respond. If you have already completed this step and the issue remains unresolved, please provide us with evidence of your communication with the operator, including any final response received at [email protected]. Once verified, we will proceed with our review and may contact you for further information if necessary. We appreciate your cooperation and patience. Best regards, The SiGMA ADR Team

Thanks so much for the acceptance SiGMA ADR Team, please insist on the proof of residence from their side! As they using every means possible to not pay.

Hi again, SiGMA ADR Team, I would like to state that full KYC was only done on Cyprus passport under name "Georgios Antoniades" and not under the South African "George Antoni"passport which Olle claims, I am even prepared to get an affidavit from South Africa to prove I don't have any billing information or property in South Africa so their claims to me using name "George Antoni" is false. https://drive.google.com/file/d/1XzstWJG9fJnLO0klWRCXejXst29WLhQc/view?usp=sharing Please once again insist on a *FULL KYC* of the South African, not only passport and communication stories!

To clarify the situation: I won the funds using the email address [email protected], and I have been contacting and pleading for my winnings payment via [email protected] simply because that is the email I actively use for communication. There was absolutely no intention to deceive or create multiple accounts. My legal name is Georgios Antoniades, while George Antoni is just a shorter version that I commonly use. Different platforms sometimes display either my legal name or shortened name depending on verification or Google profile settings — but they both refer to the same person. I fully understand the importance of preventing multi-accounting and respecting platform rules. I only have one account, I acted in good faith, and I simply want to receive the funds I rightfully won. I’m happy to provide any documentation needed to confirm identity and name equivalence if required. Thank you for your understanding, and I hope we can resolve this soon. The CASINO SHOULD HAVE CHUCKED OUT THE SOUTH AFRICAN PASSPORT WHICH IS THE ONLY THING THEY HOLD AT THE MOMENT AS FULL KYC OF PROOF OF RESIDENCE IS NEEDED AS WELL.

Contextual Impact of the Casino’s Negligence The funds involved in this dispute were not discretionary gambling money. They originated from the sale of my mother’s only significant asset, which was intended to secure her basic financial stability in later life. At the age of 65, with no pension, her plan was to purchase a modest apartment in Cyprus and rely on rental income of approximately €1,000 per month as her sole means of support. Due to Bitstarz’s documented failures — including unjustified delays in paying confirmed winnings, the handling of my account during a period of medical vulnerability, and the allowance of gambling activity during an exclusion period — this plan was never realised. As a direct result, my mother was unable to complete the intended property purchase and has been left without the expected income stream, while the funds themselves were irreversibly depleted. I fully acknowledge that indirect or consequential losses are not typically recoverable under standard gambling dispute frameworks. However, I respectfully submit this context not as a claim for speculative future profits, but to illustrate the gravity of the operator’s failures and the real-world harm caused by the lack of proper safeguards, duty of care, and timely action. This case is not merely about individual wagering losses. It concerns the operator’s responsibility to act appropriately when delays, exclusion measures, and vulnerability indicators are present, and how failures in these areas can lead to severe and irreversible consequences for those affected. In light of the above, I respectfully request that these circumstances be taken into account when assessing appropriate remedies, compensation, or corrective action in this matter.

Hi SiGMA ADR Team, I have emailed [email protected] 5 days ago they are totally ignoring my emails, I have recorded email proof, patiently waiting another 7 weeks. Kind regards Georgios Antoniades

Dear devaqueen, Please note that, in accordance with SIGMA ADR procedures, we are not legally authorised to provide further updates or outcomes before the completion of the 8-week review period. We will contact you once this period has elapsed or if any material update is received in the meantime. Thank you for your understanding. Kind regards, The SiGMA ADR Team

Dear SiGMA ADR Team, thank you so much. Regards Georgios Antoniades

Dear Devaqueen, We refer to your complaint, as no further action can be taken at this stage and/or the required conditions for continuing the review have not been met, we regret to inform you that this complaint is now considered closed. Should you obtain new, relevant evidence or should circumstances materially change, you may contact us again quoting your complaint reference number. Thank you for your understanding. Best regards, The SiGMA ADR Team