Blockbet Casino - Player's account has been closed and funds confiscated.

I created an account on Blockbet.gg on the same day.

I made a single cryptocurrency deposit.

Shortly after, my account was closed and my funds were confiscated.

The operator claims a "commercial decision" under Section 6.3 but has never provided any specific violation or evidence.

No bonus abuse, no multi-accounting, no explanation.

The operator stopped responding after my dispute.

I request clarification and release of funds unless a proven violation exists.

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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.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you receive any notifications or warnings before your account was closed?
• Did you activate any bonuses on top of your deposit?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your message. I would like to clarify the situation in full.

Yes, I did place bets.

I deposited $100 and received a promotion of 500 free spins, with any bonus winnings subject to a 35x wagering requirement. I did not complete this wagering requirement and I fully understood that any bonus winnings were therefore not withdrawable.

After that, I attempted to withdraw my original deposited amount only. The platform required a 1x wagering on the deposited funds, which I completed. I placed roulette bets, increased my balance to approximately $250, and then requested a withdrawal.

Shortly after requesting the withdrawal, Blockbet informed me that my account was allegedly linked to a duplicate account. In response, I fully cooperated and completed full verification, including submission of my ID and proof of address.

After completing the verification process, instead of receiving clarification or resolution, my account was completely closed and my funds were confiscated. No prior warning was issued, and no specific evidence was ever provided regarding:

- any bonus abuse,

- any prohibited betting activity,

- or any confirmed duplicate account.

At no point was I informed that my actions violated any specific rule before my account was closed.

Kind regards, 

Mike

Is there any update?

Thank you for your reply, mikevarouf. Is there any chance that you created more than one account at this casino? If not, could it be someone from the same household or using the same IP address?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Kristina,

I can confirm that I have never created more than one account at this casino, and to my knowledge, no one from the same household has ever used or accessed Blockbet.

I would like to clarify that I do use a VPN for privacy and security reasons. I do not use it to access the platform from a restricted jurisdiction or to misrepresent my identity or location. My real identity and residence were fully verified through KYC (ID and proof of address).

Because VPNs can assign shared or rotating IP addresses, it is possible that another user, in a different country or location, may have used the same IP address at a different time. This, however, is outside of my knowledge and control.

I am happy to forward all correspondence with the casino, including the messages where they mention a "duplicate account,".

Please let me know if you would like me to send the correspondence by email or upload it directly to the complaint thread.

Kind regards, 

Mike

Hello Kristina,

I have just sent you a private email with all the relevant correspondence, including a screen recording of the full communication with the casino and screenshot of my verification.

Please let me know if anything else is needed.

Dear mikevarouf,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Thank you

Hello mikevarouf,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Blockbet Casino to participate in this discussion.

Dear Blockbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Did they answer?

Dear mikevarouf,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

I don't have any answer

We’ve reopened this complaint at the request of Blockbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear mikevarouf,

I have received the following email from the casino:

Dear Michal,

Thank you for reaching out and for sharing the details of the complaint.

After reviewing the case internally, our compliance team identified that the user was operating duplicate accounts in breach of our Terms & Conditions. In addition, there were clear indicators of wagering policy (WP) abuse linked to the accounts in question.

When these irregularities were detected, the player was contacted and formally requested to complete KYC verification as part of our standard compliance procedure. The user did not provide the requested documentation and did not offer any explanation regarding the duplicate accounts or the suspicious activity.

As a result, and in line with our Terms and regulatory obligations, the account was closed.

Please let us know if you require any further clarification or supporting information from our side.

Best regards,

BlockBet Team

Can you please clarify why you have not cooperated with the casino team in regard to the KYC verification?

Here is the proof

Dear mikevarouf,

Thank you for your response. Can you please confirm if this confirmation was a "basic" KYC verification, where you provided only the "basic" documents, or a more advanced one?

Which documents have you provided the casino team for the KYC verification, please?

Hello michal,

I would like to clarify the situation regarding the KYC process.

The verification process included:

• Government-issued ID (identity verification), which was successfully approved, as shown in the confirmation email.
• Proof of address (document showing my residential address), which I submitted afterward as requested by the casino.

After submitting the proof of address, my account was closed.

To clarify: I did not refuse to provide any documentation, nor did I fail to cooperate. I completed the requested identity verification and submitted the additional proof of address when asked.

Kind regards,

Mike

Dear mikevarouf,

Thank you for the clarification.

Dear Blockbet Casino,

I look forward to hearing back from you soon and hope we can find a mutually agreeable resolution to this situation.

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 mikevarouf,

Unfortunately, despite the casino team initially expressing a willingness to address the matter and even requesting that we reopen the case, they have since stopped responding to our messages. As much as we would like to assist further, we are unable to resolve a complaint without the active cooperation of the casino.

Because the casino has not fully addressed the issue, I'm left with no choice but to close the complaint as unresolved once again. Please know that this is not a conclusion I wish to see, and I genuinely regret that it has come to this.

On a more hopeful note, the negative impact that unresolved complaints have on a casino's rating can encourage them to reconsider their approach. Should the casino decide to re-engage with us and address your case appropriately in the future, we would be more than happy to reopen the complaint and will notify you immediately by email.

I'm sorry I couldn't be of more help on this occasion.

Best regards,

Michal

Casino Guru