The player from Germany had had an issue with Blazzio Casino, which had suspended his account due to suspected fraudulent activities, a violation of section 13.4.1 of the Terms and Conditions. He had not been provided any evidence to support this claim. We had reached out to the casino for clarification. The casino had responded that their system had identified the player's account as part of a syndicate, leading to the account suspension and voiding of winnings. However, upon further investigation, the casino had discovered the real source of the alleged fraudulent activity and reinstated the player's account. The player had confirmed that his account was restored and he had been able to withdraw his funds, thus resolving the issue.
Blazzio Casino - Player’s account was blocked for alleged fraudulent activity.
Amount: €30
Blazzio Casino
Safety Index:Very lowSafety Index
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3.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen
I registered with you at Blazzio Casino on September 15th, 2023 using a third-party offer ($60 for a min. €50 deposit + Wager x3) (username: SebaTV) and after confirming the registration by email I received €50.51 via Litecoin paid in .
I then started 1,000 autoplay spins in the "Sweet Bonanza" slot with a stake of €0.20 and ended the autoplay after 927 spins and a remaining balance of €30.15 . A payout of €30.00 was then requested via Litecoin.
The payout was made on the grounds that my account was blocked due to a violation of point 13.4.1. the general terms and conditions are blocked, rejected.
13.4.1 "we have reasonable grounds to believe that you have engaged in or are connected with any form of Prohibited Act (and the basis for our belief includes our use of fraud, deception and collusion detection practices). Gaming Partners and our other service providers) used in the gaming industry at the relevant time); or"
I immediately contacted the live chat and clarified that this was not true and simply wrong. I am definitely not involved in any fraudulent activity and have offered that we are welcome to do a KYC to clarify this matter and verify my identity.
The employee Eugene didn't go into it at all and just said that it was impossible to remove the block and that I had evidence of fraudulent activity.
However, he couldn't give me an exact reason, only that there was probably fraudulent activity in the game session.
After the further conversation led to nothing and I insisted on paying out the loss, he said that I would receive another email about this.
This email looked like this:
Dear Paul,
Your account was suspended in accordance with section 13.4.1 of our Terms and Conditions, which states that we reserve the right to suspend an account if we have reasonable grounds to believe that the account holder has participated in or has been connected with any form of Prohibited practice. These practices may include, but are not limited to, fraud, cheating, and collusion.
Please note that our decision to suspend your account is based on a thorough investigation, which may include the use of industry-standard fraud detection methods and practices employed by us, our gaming partners, and our suppliers.
These methods are in line with the standards and protocols used in the gambling and gaming industry.
While we cannot provide specific details or evidence of the alleged Prohibited Practice at this time, rest assured that our decision was made following a comprehensive review of the available information and in accordance with our commitment to maintaining a fair and secure gaming environment for all players.
In case you need further assistance or have additional questions, please contact our Customer Support by Live Chat or e-mail us at support@blazzio.com . Our team works for you 24/7.
Best regards,
Eugene
Blazzio Support Team
It is officially stated in this email that they cannot provide any evidence but there is a suspicion/indication that I acted fraudulently.
This is still simply false and an assumption that also justifies the retention of my money.
It is unacceptable to accuse a player of something like this and not be able to provide any evidence , let alone explain the exact reason .
I therefore request that you refund me the remaining balance of €30.15 to the following Litecoin address :
LTC : MKaUfSgvQc66E4HAJJ4HoqWvvVCKky8amc
If you agree to the refund, this case would be over for me and we would go our separate ways.
Best regards
Paul S********
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear sebatv,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand that you played one slot machine only with the same stake at all times? Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed any bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
First of all, thank you very much for your quick response!
You understand that correctly. I only played the Sweet Bonanza slot with the same stake. Autoplay was used and the stake was not changed.
I don't know that there is anyone nearby who has ever redeemed a bonus from this casino. I don't know anyone who has played at this casino.
I hope I was able to answer your questions.
If you have any further questions, just let us know.
Thank you in advance for your effort!
Best regards
Paul S********
Edited by a Casino Guru admin
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1 year ago
Thank you very much, sebatv, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi sebatv,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Blazzio Casino to join the conversation and contribute to the resolution of this complaint.
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1 year ago
Dear Peter,
Our system identified this account as part of a syndicate. We maintain a zero-tolerance policy for any fraudulent activity, as outlined in our T&C 13.4.1, which states, "we have reasonable grounds to believe that You have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us (and by our gaming partners and our other suppliers) of any fraud, cheating, and collusion detection practices which are used in the gambling and gaming industry at the relevant time)."
Consequently, the user's account and associated accounts were blocked, and any winnings were voided.
In the current week, we conducted a further investigation into this case and have now discovered the underlying reason why these accounts exhibited similar patterns, found the real source of fraudulent activity, and resolved the issue. If you require specific details or evidence, we are more than willing to provide them via email.
The account access has been recently reinstated, and the user is now able to request their remaining balance. We deeply regret any inconvenience this may have caused.
Best regards,
Casino Manager
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1 year ago
Dear Blazzio Casino team,
Thank you for your reply. Please forward the evidence to my email address (peter.m@casino.guru).
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1 year ago
Dear Peter,
Kindly be informed that a letter with the evidence has been sent to your email.
Please don't hesitate to contact us should you require any further information or assistance.
Best regards,
Blazzio Casino Manager
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1 year ago
Thank you Blazzio Casino team for clarifying the situation.
Dear sebatv,
Can you confirm that your account and balance were reinstated?
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1 year ago
Translation
Dear Peter,
I can confirm that my account was restored on the day of Blazzio's response and the withdrawal of my funds was successful.
The casino also apologized to me via email.
For me this complaint is now closed.
Thank you for all your hard work on this case!
Automatic translation:
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1 year ago
Thank you sebatv for confirmation. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
