Blizz Casino - Player's winnings are withheld due to opposing betting.

I'm writing to explain that I used a different option because I wasn't able to reach this complaint submission form at first.

Prior to reaching this complaint submission form, I was presented with the option

"Can you log in to the casino?"

The correct answer was "Yes".

However, for some reason, I could not reach this complaint submission form when I selected "Yes", so I chose "No" and submitted this complaint submission form.

I'm not sure if this is a browser error,

But, as I can log into blizz.io,

I would like to explain it here beforehand.

Now, I'll move on to the main issue.

On January 26th, I deposited $5000 worth of LTC, collected a bonus, and began to play.

On January 31 (Japan time), I requested a withdrawal of around $10,000 worth of LTC, but my withdrawal was denied due to betting on opposite.

Because of a mistake in bet placement, I bet on opposite around 23:48~23:49 on January 26th. I paused the game and inquired about it, and the support email responded with

"Everyone makes mistakes. Please be careful in the future."

I continued to play after receiving this message and have not bet on the opposite since then. Of course, I have kept a history of these email correspondences.

When I withdrew all of my funds on January 31, an email stated that all of my plays had been declared as betting on the opposite, and my withdrawal request, including winnings, was declined.

After repeatedly verifying whether other betting methods were or were not in violation of the terms, I felt the withdrawal denial was unjust,

Despite several emails and chat inquiries,

"Please wait a while"

"We will contact you shortly"

continue to be the replies I receive,

And only after sending 3 to 4 emails do I receive a single indirect response, always along the lines of "wait a bit".

Considering I was following the rules, I find this to be very disappointing, hence why I am submitting this complaint.

If necessary, I can provide emails in Japanese,

As well as screenshots,

And text attachments,

So I am waiting for your contact.

Dear easygoinglife0125,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blizz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the emails you received from the casino? My email is tomas@casino.guru
• Was your account verified successfully?
• Do I understand correctly you completed wagering of your bonus while playing live casino games exclusively?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the reply Thomas.

I will send you an email now, so please check it.

I will send both text and photos, so please check them.

By the way, the bonus I received this time was not a live casino bonus but a table game bonus, but I will also attach this exchange to the email.

The email will be very long, so please check it.

I went through your correspondence with the casino, and I can see that according to the casino representative, the check of your gameplay wasn't yet concluded.

Without the check being concluded the casino didn't process your withdrawal.

Could you please clarify if you received further updates this week regarding the casino's decision?

If the conclusion of the casino was to not pay you your winnings, could you please forward the email you received to me as well?

I'll wait for your response.

Thank you for contacting Thomas.

Email communication with the casino tomas@casino.guru Transfer to.

Is it okay to just say that there is a suspicion of an opposite bet?

The replies from the casino are very slow, and even if you contact us every day, you will only receive a reply once every 2 to 3 days.

I received an email showing me the betting history of the opposite bets I made, but wasn't it after the wagering requirements for the bonus had been exhausted?

So far, there has been no response to this question for 2 days.

Of course, we understand that it takes time for the casino to verify the history, but

If you do not contact us at all, it will only look like you are trying to delay the response too much.

I would like to receive an email response.

Also, I heard that the email response time is from 10am to 5pm (CET), and even if I send an email during that time, I don't get a response, but instead I get a response at a time other than the response time, which is very unfortunate. There is a sense of disbelief in what actually happened.

Thank you so much Thomas.

I just sent you an email.

Please let me know if there is any missing information.

I apologize for the additional entry.

It's a little different from the main content of this topic, but I'll add it here because it's such a terrible response.

I received an email reminding me that I had placed an opposite bet for several days, and 4 days later I received a reply. And since I replied on February 8th, I have not received a single reply to my inquiry.

The casino's response is so bad and slow that I am asking for a reply to my email.

I wasn't sure if what I was writing here was appropriate for my complaint about the support response, but I was angry at the harsh response.

Thank you very much, easygoinglife0125, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello easygoinglife0125,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Blizz Casino representative to join this conversation and participate in resolving this complaint.

Dear Blizz Casino,

Could you comment on this and state why the player's withdrawal has not yet been paid and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear easygoinglife0125,

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 (stefan.m@casino.guru).

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

Best regards,

Stefan, Casino.Guru