Blind Luck Casino - Player’s winnings have been confiscated.

I am submitting a new and separate complaint regarding Blindluck and the confiscation of €960.19 from my account.

This is not the same dispute as my previous Blindluck complaint.

In August 2026, I deposited €40. Before that deposit, I already had approximately €7.57 in my account, which was real money and not bonus funds. I specifically checked my bonus status: I had no active bonus and a €0.00 bonus balance.

I then played Pragmatic Play's Sweet Bonanza 1000 and won approximately €2,131.46. I have screenshots showing the win, my account balance, €0.00 bonus balance, no active bonus, and my KYC-verified status.

After the win, Blindluck displayed approximately €2,181.68 as real-money balance. I then requested a withdrawal of €1,000.

Blindluck later cancelled my withdrawal, removed €960.19 from my balance, and refunded only my last €40 deposit.

As justification, Blindluck referred generally to clause 5.9.5 of its Terms & Conditions.

However, this clause contains several completely different allegations:

VPN/IP manipulation;

forged verification documents;

suspected bonus abuse;

fraud, collusion, unlawful activity or software-assisted play.

Blindluck has never told me which of these allegations actually applies to me.

I have repeatedly asked them to identify the exact subsection, the specific conduct I allegedly committed, and the evidence supporting their decision. They have not provided this information.

For clarity:

I did not use a VPN. I played normally on my own mobile phone using normal home and workplace internet connections.

I did not provide forged documents. My account was KYC verified. When Blindluck later requested a selfie of me holding my driving licence, I provided it normally.

I had no active bonus during the relevant win. My screenshots clearly show €0.00 bonus balance and no active bonus.

I did not use software, automation, collusion or any prohibited method. I simply played Sweet Bonanza normally.

Blindluck has now stated in writing that its decision is "final".

They also stated that they would provide the relevant details and supporting evidence to the licensing authority and "the Alternative Dispute Resolution (ADR) service."

Despite this, Blindluck still refuses to provide me with the alleged evidence.

I have also repeatedly asked Blindluck to identify the ADR provider they refer to. Despite several requests, they have not provided the name or contact details of their appointed ADR provider.

I am therefore left with a final confiscation decision while still not knowing:

what specific violation I allegedly committed;

which subsection of clause 5.9.5 was applied;

what evidence supposedly proves the allegation;

or which ADR organisation I can contact to challenge their decision.

I have extensive evidence, including screenshots of the Sweet Bonanza win, €0.00 bonus balance, no active bonus, account balances, transaction history, my €1,000 withdrawal, KYC status, casino emails, the confiscation email and Blindluck's final response.

I have also submitted a formal Data Subject Access Request requesting relevant account, game, IP/device, KYC, risk/fraud and investigation records. Blindluck confirmed that this request is being processed.

I previously had another dispute with Blindluck which Casino Guru handled. That case was closed as "Unresolved – No Reaction Policy" after Blindluck failed to cooperate:

https://casino.guru/complaints/blind-luck-casino-player-s-withdrawal-has-been-confiscated

This new complaint concerns a separate €960.19 confiscation.

I respectfully ask Casino Guru to require Blindluck to provide:

the exact subsection of 5.9.5 allegedly violated;

the specific conduct they accuse me of;

the evidence supporting that allegation;

the account/game/IP/KYC/bonus records relied upon;

and the identity of their appointed ADR provider.

If Blindluck cannot substantiate its allegation with concrete evidence, I request that the €960.19 be returned and paid to me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Could you please send me a screenshot of your deposit history from your casino profile, along with a screenshot of your bonus history?
• When exactly did you submit your identity documents for the KYC verification at this casino? Were you asked to provide any identity documents for verification after you requested the withdrawal of your €1,000 winnings?
• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?

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

Best regards,

Veronika

When exactly did you submit your identity documents for the KYC verification at this casino? Were you asked to provide any identity documents for verification after you requested the withdrawal of your €1,000 winnings?

My account was already fully verified in march, after the last withdraw they ask for a extra document of a selfie with my ID. I did that.

Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?

Just to clarify my answer regarding the IP address: to the best of my knowledge, nobody in my household has a Blindluck account. I have also never shared my Blindluck account with anyone.

I did sometimes play while connected to my workplace internet and on my own mobile phone. Because a workplace network can be shared by many people, I cannot know whether another person has ever accessed Blindluck through the same public IP address. I have never used a VPN, proxy or IP-masking service.

The first question i will send you a mail + screenshots i have from the win, my account + fully history of my deposits and withdraw.

Please let me know if you received both of my e-mails with the screenshots + history of my plays in the casino (excel)

I can not send the excel because it's getting blokked but it shows everything.

How can i send this?

Update regarding Blindluck

Hi Veronika,

I would like to provide a short update.

Blindluck has now replied and stated that they are willing to escalate my complaint internally for further review by the appropriate department.

For that reason, I think it is reasonable to give them a short opportunity to complete this additional internal review before taking further steps here. So for the moment, I am happy for us to wait and see what Blindluck actually does and whether they provide a substantive response.

However, there is an important new development regarding ADR which I would like to place on the record.

Blindluck previously informed me in writing that, in the event of a complaint, they would provide the relevant details and supporting evidence to:

"the licensing authority and the Alternative Dispute Resolution (ADR) service."

I therefore repeatedly asked Blindluck for the name and contact details of the ADR provider appointed for Blindluck / Green Champions Leader SRL.

Despite several explicit requests, they never identified any ADR provider.

Their latest response now states:

"This brand does not operate under a licensing authority that provides mandatory ADR services."

They still did not identify which ADR service they were referring to in their earlier correspondence, nor did they confirm whether Blindluck has actually appointed any ADR provider.

So at this stage there is an unresolved contradiction:

previously, Blindluck specifically referred to providing evidence to "the ADR service";

after repeated requests to identify that service, they now state that their licensing authority does not provide mandatory ADR services;

they still have not named any appointed ADR provider or explained which ADR service their earlier message referred to.

In addition, I still have not received the substantive evidence requested regarding the €960.19 confiscation. Blindluck has not clearly identified which specific ground within clause 5.9.5 applies to me, nor provided the corresponding IP/session, document, bonus, gameplay, fraud/risk or technical evidence supporting the confiscation.

Their response to my data request has also so far only provided part of the information requested and does not resolve these outstanding questions.

I have accepted Blindluck’s offer to escalate the matter internally, so I suggest we give them a short opportunity to respond properly before doing anything further here.

I will immediately update this complaint if Blindluck provides a substantive management/compliance response, evidence supporting the confiscation, or clear ADR information.

Thank you again for keeping the complaint open while this further review takes place.

Kind regards,

Gino

Dear GinoS,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Blind Luck Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Blind Luck Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Blind Luck Casino has not engaged or responded within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

or by submitting a complaint through a website validator you can find on this LINK or in the website's footer. They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Veronika

Casino Guru