BonusBlitz Casino - Player’s access blocked after attempting withdrawal.

Wagered free welcome bonus, submitted docs for identification and a pic with ID and after a week they said it's a mismatch or smt like that. Emails ignored. They probably don't pay users from their reg bonuses and I think that they just stole my personal info. How can this casino have safety index of 8 if almost all player reviews are negative. The complaint is here to prove this casino does not pay you from registration bonus and blocks login after you attempt to withdraw!

Mismatch of profile..I only had a name in profile and they only asked ID which was 100% exact match.

Hello syrrreal,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the exact same documents to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Only thing they asked was ID both sides and selfie with ID. Last time I uploaded them (again) was 30th Oct. I think I waited like a week before that.

And sure, can send.

Thank you syrrreal for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi syrrreal,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BonusBlitz Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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.

Hello Tomas,

Hello syrrreal,

We trust that you are well.

Please note that we have reviewed your account and have also reached out to our Fraud & Risk Department.

We have been informed that you have provided Estonian documents for account verification, however, upon signup, you have selected Oslo, Norway as your living address.

Unfortunately, according to the Terms & Conditions of BonusBlitz Casino, to which you have agreed upon joining, players from Estonia are unfortunately, not allowed to register and play for real funds.

https://bonusblitz.com/terms-and-conditions

CONDITIONS OF ELIGIBILITY

4.1. To use the services offered by the Casino, a Player must adhere to the following rules:

c. "Here is the list of nations where making real money bets is prohibited is as follows.: Afghanistan, Albania, Armenia, Australia, Belarus, Bosnia and Herzegovina, Bulgaria, Costa Rica, Estonia, France, French Guiana, Guadeloupe, Iran , Iraq, Israel, Kosovo, Montenegro, Macedonia, Martinique, Mayotte, Reunion, Moldova, Myanmar, Pakistan, Romania, Serbia, United Kingdom, and Zimbabwe. If this has caused you any trouble, we sincerely apologize"

Due to the mismatch, the Casino was left with no option but to void the winnings and to proceed with account deactivation. The details of your account can be seen in the screenshot below.

Please let us know if any additional information is needed.

Kind Regards,

Lucas

BonusBlitz Management

Dear BonusBlitz Casino,

Can you please clarify if the player provided any documents to verify their address in Norway? What specific Estonian documents did the player send to verify their account?

Thank you.

Kind regards,

Tomas

I would like to clarify that at the time I was playing I was probably in Norway since I work there. Bonusblitz is also accessible in Estonia... No georestrictions.

First of all, bonusblitz casino did not ask me anything other than ID. I would have been able to send them all required documents if I was asked.

Second, they should really take a second look to their free bonus system & terms. Almost all complaints here are related to same thing.

"c. "Here is the list of nations where making real money bets is prohibited is as follows.:"

Since it was free welcome bonus, it was not technically "real money bets". Wagered with bonus money and never made any real money bets after "real money" was credited. So this does not even apply. Totally entitled to it even if I am at Zimbabwe.

Hello Tomas,

The player provided an Estonian ID to confirm his identity.

Given that players from Estonia are not allowed to play for real-money wagers, the account was restricted from further play. Bonus play counts as Real money wagering given that Real money withdrawals can be made from bonus winnings.

Nonetheless, we fully understand your point Tomas, and we would like to take this occasion to invite syrrreal to provide the following:

• A copy of a utility bill, or a bank statement, no older than 3 months, that confirms that his living address is Norway;

If provided, we will be able to restore the player's account.

Thank you for your understanding.

Kind Regards,

Lucas

BonusBlitz Management

Sure, address has changed a little but sent it via banking@bonusblitz.com.

Dear BonusBlitz Casino,

Thank you for taking our opinion into consideration. Can you please confirm if you have received the documents from the player and update us once the verification is completed?

Kind regards,

Tomas

Hello Tomas,

I trust that you are well.

Unfortunately, the player was not successfully verified due to the fact that the information on document provided did not match the information on the account and was of insufficient quality.

Our Fraud & Risk Team reviewed the document and was unfortunately unable to approve it given that the address listed, once they were actually able to confirm what is written, did not match the address on the player's account. The document also does not confirm in any way that the player resides in Norway as there is no official mark on the document provided. Additionally, the photo of the document is of insufficient quality therefore clear confirmation of any information is not possible.

Tomas, please let us know if you wish for us to send you a copy of the document we received to your personal e-mail address. And if so, please provide us with your e-mail address.

Thank you for your understanding.

Kind Regards,

Lucas

BonusBlitz Management

Dear BonusBlitz Casino,

Sure. Here's my email address: tomas.k@casino.guru

Kindly let me know once you have forwarded the document for review. Thank you.

Hello Tomas,

Please note that we have sent the information to your personal e-mail address.

Should any additional information be required, please let us know.

Kind Regards,

Lucas

BonusBlitz Management

Seems to me that even if I am allowed to place bets from Norway I am excluded from free welcome bonuses if I'm from Estonia so great to know after all that, you just could have told me....or sent me the terms, so far I read that: T&C 4.1 b Gambling and online casino gaming must be permitted in the country in which you currently reside for you to be eligible to participate.  You asked for utility bill and and I only occasionally work in Norway I do not live there and neither have I ever suggested that. But since there are so many misconceptions in terms:

7.1. Rules for General Bonuses and Promotions

ad. Players from Estonia, Latvia, Kyrgyzstan, Kazakhstan, Lithuania, Belarus, Ukraine, United Kingdom, Russia, Uzbekistan, Poland, Moldova, Tajikistan, Netherlands, and Netherlands Antilles are not permitted to claim or withdraw the same WELCOME BONUSES, FREE MONEY NO DEPOSIT BONUSES, or MATCH BONUSES.

Total waste of time, should have passed the promo email.

Support can close this case.

Despite the dissapointment I would still like to thank Casino Guru and support for help. Atleast I finally got an answer from casino.

Dear syrrreal,

I have been given evidence that supports the casino's decision. Regrettably, we have to reject this complaint as unjustified because the casino did not receive enough documentation to comply with its KYC requirements.

The casino acted in accordance with its terms and conditions.

We apologize for not being able to assist you with this matter. However, please feel free to reach out to us in the future if you encounter any issues with any other casino. We are here to help.

Thank you, BonusBlitz Casino, for providing the information and cooperating.

Best regards,

Tomas

Casino.Guru