The player from Germany had deposited 50€ and later attempted to withdraw the same amount. However, the online casino had closed the player's account, accusing them of cheating, and confiscated the remaining balance. The player had claimed that the casino did not provide specific reasons for the account closure and did not request any documents for verification. After our team's intervention, the player's account had been reopened and they were able to withdraw their funds. The issue had been successfully resolved and the complaint was closed.
Blazzio Casino - Player's account was closed due to cheating accusation.
Amount: €50
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
Yesterday, I deposited 50€ and played a bit of roulette, followed by slots (Ancient Egypt), and managed to win up to 150€. I continued playing and ended up losing 100€. I then attempted to withdraw 50€, but they banned me and kept my money. They accused me of being a cheat.
Automatic translation:
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1 year ago
Dear Lulzsec,
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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
@Petronela The account was registered yesterday and I deposited €50 without a bonus.
The account was confirmed by email.
If you mean the KYC procedure, I have not completed it.
They wrote to me by email:
Hi, ,
Blazzio.com informs you that your cashout request has been declined. Keep a cool head, your funds have been returned safely to your gaming account.
Transaction ID: 0
Transaction amount: 50.00 EUR
Reason: Account is blocked under 13.4.1.
Regards,
The Blazzio.com team
Edited
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1 year ago
I have checked the general terms and conditions for the abovementioned paragraph (here):
13.4 If:
13.4.1 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); or
It appears that your account is currently undergoing an investigation, as the requested withdrawal has been returned to your blocked account. Please allow the casino a few business days to conduct this investigation. Have you received any recent requests to provide personal documents?
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1 year ago
Translation
@Petronela No the casino says the decision is final and I can't do anything about it. They also didn't want to tell me what exactly I did wrong. The casino did not ask for any documents. I assume that my account will remain blocked and that they will keep my money.
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1 year ago
Dear Lulzsec,
Have you received any other emails from the casino after they informed you initially that your funds have been returned safely to your gaming account?
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1 year ago
Translation
@petronela no I haven't, they say my account is blocked and it's final
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1 year ago
- Could you please describe your last game session on the roulette?
- How many games have you played?
- Have you completed the mandatory wagering of your real funds?
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1 year ago
Translation
@petronela The casino reopened my account and I was able to withdraw my money
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lulzsec, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
