Blizz Casino - The player's self exclusion failed.

Hi

i opened an account with this casino recently. I was played for a while then I sent a mail to close my account permanently and said in the mail it was the reason of addiction. But my account wasn’t closed for long time I lost another 500$. I sent the closure mail to the same email I got it for deposits confirmation. But the operator replied that mail is not monitored but in their terms and conditions never says anywhere about support mail addresses for account closure request. I need your help to solve this.

Hello Anto1318,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Blizz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? How long after you requested for the exclusion did you deposit and lost your balance? Did the casino respond to you since?

Looking forward to your answer.

Regards,

Nick

Hello Anto1318,

Please note that self exclusion has a processing time and it may take up to 1-2 days to process it. Unfortunately if you have lost your balance within that time frame, there isn't anything we can do. Also please be aware that in order to exclude yourself from some casinos, you need to firstly verify yourself.

Is there anything else we can assist you with?

Hi

does it says in terms and conditions for 1-2 days to close the account? I sent first request few weeks ago without informed my addiction then I sent second mail with reason on it. Both times my mail have been ignored.

Hello Anto1318,

It is not mentioned in the terms but every request has a processing time. Nobody can expect the casino to sit in front of a PC all the time and answer the players instantly. When did they close your account exactly?

Hi

they closed my account after lost my deposits of 500$, after I asked them again in live chat

Hallo @everyone

As we have already explained to you, you did not contact us via our official support email or via live chat. As written all over our website, our support email is: "support@blizzcasino.io" and not support@blizz.io or support@blizzcasino.com.

And why did you contact us in live chat on the second try and via a wrong email at the beginning? You were then immediately blocked from live chat, as soon you messaged us.

In addition, you are not legally allowed to register on any website run by the director company XCM, you have even signed this by contract with them. And then you demanded money from us and told our company directors that you "accidentally" signed up.

We hereby prohibit you again from registering with any email on our website.

Hi

i asked your directors for permanently ban from their license operators, I wasn’t asking for demand my refund. I asked casinoguru and your casino for refunds. Because when I sent the closure mail there wasn’t any mail on your site to sent. You updated your site after I told my addiction. Casinoguru please check this cheating first.

I am banned player for playing XCM corporate why did you guys let me register first? Why my mail address wasn’t blacklist? They didn’t want to do it on purpose because they are making money from even addiction people.

That's again, a false accusation. Our support email was always in our terms and conditions and was never changed there. We just added them to our footer before something like this happens again.

Hi

support mail wasn’t there in terms and conditions, I checked everywhere then I sent mail to the I got it for deposits confirmation. It’s not a false accusation it is true.

Dear casinoguru

they have a same strategy for always lying because I had a another complaint with same corporate which was luckyluke, my account wasn’t closed there for 45 days I lost another 1000$. After I made a complaint here I have got my refunds in few months time. They have a same tactics for always saying something.

you are saying support mail address is there in terms and conditions, why did you added again in footer of the website? Because it wasn’t there you wanted to save your reputation to discard my complaint that’s why you did.

I now checking your whole Live Chat History. According to your screenshots you emailed us on our noreply email. On this email we dont receive any emails and just send out emails.

According to the screenshot you posted here, you send us an email to our noreply email address on 01.07.2022, the same day you registered with us.

And than you first contacted our Live Chat on following days and times:

1. 08.07.2022: you canceled bonus and deleted all balance and we readded and never mentioned anything about account closure. 08.07.2022 is also the day of your first deposit
2. 12.07.2022: asking for cashback or any free bonus, at that time you made only 60USD in deposit and never mentioned anything about account closure.
3. 13.07.2022 10:48: asking to cancel your withdraw nothing about account closure.
4. 13.07.2022 11:37: asking for Account closure because gambling addiction and asking for refund of your 500USD because you just send us an email for account closure and thats the first time ever we heard about your account closure and it was closed immediately

And according to your screenshot you send us this email was made on 08:00am 13.07.2022 again and from 08:20 - 10:48 4x deposit came in. That clearly looks like intent to me. Especially after all that communication before was via our Live Chat, you choose to send the account closure via Email a second time to a wrong Email Address and not via Live Chat you have used before.

Hi

the reason I sent the closure mail because I was waiting in live chat long time nobody answered. Doesn’t matter where I sent the mail, first you lied about support mail address in terms and conditions now you are accusing me for I wasn’t asked you guys for live chat? First accept your mistake not added support address in terms and conditions and it was your fault you have to admit it. Live chat support was very slow sometimes 2 hours nobody answered.

Why did you add the mail address in footer of the site after I made a complaint? I am asking for the refunds after I told my addiction to your casino only. I made deposits after told my addiction because it was a responsible gaming rules you shouldn’t break it.

Again, our support email was always in terms and conditions and was never changed. We add it to the footer to avoid cases like yours. I have checked every Live Support Chat and we can proof it, all is recorded. There is no message of you, claiming to self exclude before the one time mentioned higher and we closed your account the same time.

But again, I believe we have cleared everything and also can proof to casino.guru by all chat logs.

Hi

if the support mail address in terms and conditions why would I sent to wrong address? I was waiting in live support long time couldn’t able to catch it then I left it. Casinoguru these casinos always excuse for closing accounts of addiction players. Please make this casinos in blacklist to avoid other players got same trouble.

Hello Anto1318,

Unfortunately if you sent the request on a non existing e-mail address the casino is not responsible for any loss. If you claim that the e-mail address was no in the casino terms and conditions, where did you get it from then? If it was not provided by the live chat then it would mean you just made it up. Can you please advise where did you find the incorrect e-mail address?

Please note that if you can't prove that it was a mistake of the casino we will be rejecting the complaint.

Regards,

Nick

Hi

i sent the evidences to your mail.

Hello Anto1318,

Thank you for the evidence. Based on the screenshot you provided the e-mail address seems to be just as an automatic reply not a real person processing any request. If there was a concrete e-mail which is used as a casino support, you was supposed to send your request there. Unfortunately we will have to reject the complaint as your account got closed right after your request give on the correct e-mail address.

Please be sure to inform yourself about the self exclusion in advance to avoid such situations in online casinos.

Regards,

Nick