BonusBlitz Casino - Player’s withdrawal is delayed due to account verification.

Not sure where to begin. This evening I made a deposit of $100 in litecoin, and then attempted to withdraw the remains after I was not pleased with how the session was going. I found I was unable to do so, because I needed to verify. This came as a shock to me as I had verified my account with this casino two months earlier. I can prove this as my first withdrawal attempt was denied through email due to not being verified. The second email confirming my withdrawal is proof that my verification was accepted. When I was told I had to re-verify, I asked why, and was told it was a security issue. Are you when I asked what the security issue was, the customer service agent disappeared. I began a new conversation with "Dominic", who literally lied to me, and said "after rechecking, my account was never originally verified", even though I have proof to the contrary. I also saved the entire conversation with Dominic, which brings me to my second point.

On July 20 of this year after attempting a second withdrawal of winnings made with a credit card deposit, I was asked to submit a photo of the credit card, with me, holding the credit card, photos I still have copies of, along with copies of my original verification documents. Two hours after I sent the credit card information to the casino for verification I had two fraudulent charges on that card. I have proof of this on a credit card statement, as well as the alerts from my bank. I know there’s no way to link the charges to the casino, but the timeframe is pretty condemning evidence. Even so, I knew there was little I could do, but I did message customer service about the charges, I’m sure the casino has a record of that conversation. I’m also sure the casino has a record of my original verification, which will coincide with the dates of my first withdrawal. I’m not certain how "Dominic" was able to recheck and see that I was never verified, but I would be very interested to hear.

More to the point, I am willing to bet that I’m not the only customer who has sent credit card details to bonus blitz casino for verification, and found that they had fraudulent charges on that card, probably also within a similar timeframe. Perhaps you could help me figure out a way to ask around, maybe on your message boards?

I am not even attempting to withdraw winnings, I am trying to reclaim a portion of my deposit made with cryptocurrency and being told that I need to re-verify after verifying two months ago for a withdrawal that I can prove I made.

Dear cpaulking,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern.

First of all, let's address the issue with the withdrawal of your balance.

Could you please clarify how much money you were trying to withdraw? Was it $90?

Additionally, do I understand correctly that you have not yet completed the wagering of your deposit and that you were playing without any bonuses?

When you made your initial withdrawal request, which documents did you submit for verification?

Were your identity documents approved by the casino after you requested your second withdrawal?

As for the suspicious transactions on your credit card after submitting your documents, I truly understand your concerns. However, unfortunately, we do not have the ability to intervene in cases related to potential cybercrimes. If your personal information has been misused, I strongly recommend contacting your bank and local authorities, as they are equipped to handle such matters. It’s important to note that we do not have the legal authority or resources to investigate or hold individuals accountable for these actions.

I’ve also noticed that you've started a forum thread on this topic. Perhaps insights from other players might provide additional helpful advice in dealing with this issue.

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

Best regards

Veronika

At the time, it was 90. As it still sits in the account, I am currently playing with it, it sits at 167. You are correct, I used no bonus. I can find the exact date but in between July 18 and July 20 I had to submit both sides of my identification, along with a photo of me, holding my identification and a proof of address. Later I was asked to submit a credit card, which I also did.

of course, I am not asking you to intervene in the alleged cybercrime. I would leave that to authorities, and yes, it’s difficult to link the transactions to any casino employee although there are ways to trace IP addresses if the purchases are made on the computer. Especially because it’s overseas, there are certain branches who have authority to look deeply. I hope it wasn’t the casino, but it does look very bad when you look at the time of the transactions after I submitted my credit card information. Either way they’re asking me to submit a second credit card for verification, and I don’t feel comfortable doing so.

Whats strange is they claim I was never verified when I know I was. Suddenly they have none of my documents that I submitted prior except for the one credit card (that was fraudulently charged) that the finance team "found during my conversation" with customer service, even though it was submitted July 20. His words. I wonder other previously submitted documents from my prior verification can be found.

Thank you for your response and the additional explanation. Could you please forward me all communication between you and the casino's customer support regarding the request for repeated verification? Additionally, kindly include any other evidence that may be relevant to the investigation of your case. You can send the information to veronika.l@casino.guru.

They verified me again 2 days ago. I’m going to stick to the credit card questions on message boards and you can consider this case closed. Thank you for your assistance in the matter

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.