Blockbet Casino - Player's account has been closed.

I withdrew money but didn't pay, then closed my account and couldn't access it

Dear Song,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

i participate in both slots and sports, i don't get bonuses and i passed the kyc process

Thank you very much for your reply, Song. Do I understand correctly that you had USD₮296 (dispute value) in your casino account before it was closed?

Did the casino specify which rule was breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I did not violate anything, but my account was closed for no valid reason, the website did not give a valid reason

Thank you very much, Song, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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 Song,

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

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

Dear Blockbet Casino,

Can you please explain the reason for blocking the player's account?

Kind regards,

Adam

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 Song,

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. I will 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 Anjouan Gaming Authority and submit a complaint to them. You can access the complaint form by clicking on the license validator logo on the casino website:

Please let me know if you need help with this or how they responded if you do it by yourself (adam.m@casino.guru).

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

Best regards,

Adam