Blockspins Casino - Player’s account has been closed after a big win.

Hello darling casino guru team. One more casino scammed me with balance. Account closed, no explanation and I hope you will help me 🙂

I played here about 5 months. Had VIP manager and VIP status, loosing here 5-10-20k per month. Played every week, sometimes few time per week. After amazing win of about 60k euro, casino closed my account with reason about some security check, and then they via VIP manager said that my slots game expirience was fraud (do now know how possible to play slots games using some fraud methods 🙂 )

I know your questions, and already want to answer it.

Casino do not asked to verify something (no name, surname, no address, not to verify payments, nothing)

I made a lot of withdraws before.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with Blockspins Casino.

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

• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports, game provider)
• Did you achieve your current balance with the help of a bonus? Were you accepting bonuses from the casino overall?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I already sent with screenshots what I have. If you need I can ask one more time in live chat about my situation. But seems the casino ignore me, Vip manager do not answer on my messages.

Last time I played slot Black Hawk deluxe, do not used any bonus to play, just made deposit about 12000 euro and played with maxbet 100 euro. the provider is Voltent.

Also about bonuses, casino do not offer some bonuses, just cashback, and also Vip manager gave me few times 500 usd and 1000 usd bonuses after big losses from my side.

After waiting two days in live chat, all infromation which are sent to me is on screenshot. Also want to say, that before they said that they need some Gaming Provider verification. I asked what answered gaming Provider, but they ignore this question, I made screenshot of this.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal, 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.

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 aleks86,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Blockspins Casino to join the conversation.

Dear Blockspins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. Please send the information and evidence to me directly at michal.k@casino.guru

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 aleks86,

Just to give you a quick update. I'm in touch with the casino team via emails, and I have been informed, among other things, of this: "Our security systems detected abnormal gameplay patterns and account activity associated with this player. A behaviour inconsistent with fair-play and our terms and conditions. We are aware that this player has submitted similar complaints against other operators, and our findings are consistent with those patterns".

I have already previously asked the casino to provide proof of these allegations, but up to now, they have not been able to furnish us with this for an independent assessment, citing their internal privacy policy.

While we know from experience that you often find yourself in dubious situations, we, as an independent entity committed to fairness and transparency, believe that any accusation of a rule violation must be supported by reasonable and verifiable evidence.

I have notified the casino team that if I do not receive pertinent evidence supporting the allegations against you before the timer expires, I will have no choice but to consider the case unresolved.

The response of the casino team is entirely in their hands. Unfortunately, there is little more we can do from our end at this point.

Of course, I get into questionable situations because I play at a lot of casinos, many of which don't want to pay out winnings.

Hope casino will show any evidence 🙂

Dear aleks86,

Regrettably, the casino team has ceased to respond to my emails. As I have mentioned before, I have received information that raises valid questions, and the actions taken by the casino team can be somewhat understandable; however, despite my request, the casino team has not provided the additional necessary information and evidence for us to independently assess the whole situation.

While we are aware from experience that you frequently find yourself in questionable situations, we, as an independent entity dedicated to fairness and transparency, hold the belief that any claim of a rule violation must be substantiated by reasonable evidence. Unfortunately, this was not the situation in this instance.

As such, we are currently unable to support the casino’s actions, and the confiscation of your winnings seems to be unfair at this point.

This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email. Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru