Blizz Casino - Player's account banned for using VPN.

I honestly feel I was wronged. I don’t know if I should give them more time, but my account was banned today (1/16/24) because I’m playing from the U.S. I specifically asked live chat before I started playing if VPN from the U.S. was ok. They responded with "we don’t check for VPN. Which now I feel to be very misleading. I have a screen shot of the conversation. Also why can I log in and play certain games from the U.S. while not even having my VPN on? I shouldn’t even be able to make an account AND DEPOSIT if I live in the U.S. they will gladly take the money, but not pay out. Please help!

Dear TonyB1234,

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.

• Can you confirm whether you filled out the profile information upon registering your casino account?
• Additionally, have you made any withdrawals from this casino before?

When attempting to register an account using a US VPN, I did not encounter any IP blocks, and the United States was available as an option to update my personal information within the newly created account.

I have checked the general terms and conditions and this is what I found (here):

2.4.4. You are not resident in Curacao, France, Iran, Iraq, Netherlands, North Korea, Singapore, St. Maarten, U.S.A or the U.S.A dependencies, Ukraine, United Kingdom.

However, it's crucial to note that when I attempted to access the website using a US VPN, I did not encounter any IP blocks, and the USA was an available option when completing my profile information.

• 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

Hello, 

When I made the account I put in all my information, name, adress, country, zip code, email. I had later noticed that it said my country as New Zealand (which is where I had my vpn set to after registering)then a day later it had United States as my country in my profile for a day, then it switched back to New Zealand. 

I attempted one withdrawal for 2,000 which was denied and put back in my account. I sent photos of my California drivers license, then about 36 hours later my account was closed/banned. 

I don’t understand how it’s legal to say no American players, but I could log in and play certain slots on the site without using a vpn. 

I emailed support@blizzcasino.io about 12 hours ago and have not received a response. 

TonyB1234

Any update?

Just checking in. Is there any update on my complaint. Please help.

Thank you very much, TonyB1234, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello TonyB1234

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Blizz Casino to join the conversation and participate in the resolution of this complaint.

Dear Blizz Casino,

Can you please explain how the player has found themselves in this situation? If the player has been allowed to register so easily from a restricted country, deposit, and play, shouldn't they be entitled to their winnings also?

Kind regards,

Adam

I would also like to add:

Why was my profile location switched to United States for 2 days and then switched back to New Zealand. This means at some point someone at Blizz knew I was in the U.S.  and I was still allowed to play. 

Live chat agent saying "we don’t check for vpn" is predatory. So that lets people think they can play from their location with a vpn on.

Any update?

Hello TonyB1234,

There has been no response from the casino so far, when the timer expires I will try to contact them again.

In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Just this screenshot where Steve "head of support"actually agrees with me that I think they are misleading people. This is a nightmare. There’s gotta be somebody higher up the chain to talk to….

Dear TonyB1234,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Blizz Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear TonyB1234,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

Consequently, I will now mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you contact the Antillephone Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam