BonusBlitz Casino - Player's withdrawal is delayed due to bonus syndicate claim.

I played the welcome bonus at the Casino and ended up winning 1000 Euro. I completed the verification and was going to get the withdrawl. I think got a email saying that I am part of some bonus syndicate that is trying to take the Casino for money. I am not part of any Bonus Abuse Team and I won fair and squire. I would like to get my Money back and given to me. I am very unhappy about this.

Dear sparkles7,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please forward the email you received from the casino containing the allegations against you? Send it to my email at tomas@casino.guru

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

Hello,

I have forwarded you the email from the Casino.

I was a player only for less than 7 days. I just signed up for the Welcome Bonus.

1. I was playing "PayDirt" Slot Games (these are games allowed with the "NO RULES" Bonus
2. My Account was blocked after I won fair and square and then they sent me an email accusing me of Bonus Abuse and/or working with someone else to "scam" the Casino for bonuses. Which is unheard of.
3. 
   

Thank you very much, sparkles7, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, sparkles7,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BonusBlitz Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated? Has his last deposit been already refunded?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi sparkles7,

Hi Branislav,

Hope you are all well and safe,

Thank you for reaching out to us! Upon reviewing the player’s account using the provided login information, we found that the player made a deposit of $544.15 and applied a 150% deposit bonus to that deposit on 10/16/2024 at 21:16:15 Casino time. After completing the wagering requirements for this bonus, the player contacted live chat and requested the link to upload documents for account verification.

During the verification process, however, the player submitted documents containing personal details that matched with other existing players at our Casino. Since the player failed to pass the account verification process and was found to be involved in "syndicate" activity, the Casino removed all winnings from the account, refunded the original deposit, and permanently closed the account in accordance with Casino rules. Syndicate activity is strictly prohibited at our Casino, and if false documents are provided during verification, the Casino reserves the right to close the account, void winnings, and ban the player from the Casino.

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

5.1. Establishing a User Account

d. A Player is required by these Terms and Conditions to give the Casino accurate and true information. If a Player gives the Casino incorrect information, they are responsible for any expenses and losses the Casino may sustain as a result.

e. In order to ensure prompt settlement, prevent fraudulent activities, and ensure the security of all financial transactions, The Casino may require proof of a Player's identity, address, copies of credit cards, an approval signed purchase history, and/or other necessary documents when a Player requests to withdraw credits. If the Player provides false documentation or fails to provide any within 28 days after said documents have been requested, the Casino retains the right to lock the Player's User Account and/or cancel any payouts.

5.3. General Rules for User Accounts

d. The Casino reserves the right to close a Player's User Account at any time for any reason, without giving the Player prior written notice, and to return any funds in the Player's User Account or deposits, whichever is lower at the time of termination, or within a reasonable amount of time.

6.2. The General Guidelines for Deposits and Withdrawals

b. Additionally, the Player should also be aware that any actual or attempted fraud, whether committed by the Player or on their behalf, completely nullifies any actual or attempted transaction and renders any claimed winnings invalid.

Please let us know if there's anything else we can assist you with.

Kind Regards

Daniel M****

Casino Bonusblitz Management 

Thank you, Bonusblitz Team, for your response and explanation.

Dear sparkles7,

Can you please confirm you failed to pass the KYC for the reasons stated in the casino representative's post? If so, are these reasons clear to you and are you aware of the violation you committed, and I can consider the matter closed? Or, should I proceed with the investigation and ask the casino for supporting evidence, so the casino's claims and decision are completely substantiated by the relevant details/data?

Thank you. Looking forward to hearing from you.

Dear sparkles7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, full cooperation and answers will be necessary.

Thank you very much, Daniel and Bonusblitz, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru