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Account closed, funds confiscated after KYC

Hello,

I am submitting a complaint regarding BlockBet.

I deposited $150. My account balance later reached $307.

I mainly played slots and did not use any bonuses or promotional offers.

I fully completed their KYC process as requested. My passport was successfully verified.

For Proof of Address, I provided multiple documents:

– Bank statement (official PDF)

– Government-issued document

– Utility bill issued within the last month

In total, I submitted three different address verification documents and fully cooperated with their requests.

Despite this, my account was suddenly closed.

BlockBet stated that this was due to "Fraud" under their Terms and Conditions, but they did not provide any explanation, details, or evidence of what rule I allegedly violated.

All funds on my account were confiscated, including my original deposit of $150 and the remaining balance.

I was not using VPN, had only one account, and complied with all verification requirements.

I am requesting at least the return of my original deposit.

Thank you for your assistance.

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 your complaint. I’m sorry to hear about your negative experience with Blockbet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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 was a player at this casino for about a week. My account was blocked and my funds, along with my personal deposits, were confiscated on February 28th.

I'm attaching screenshots. A screenshot of my most recent winnings, a screenshot of the verification, a screenshot of the support request for documents for verification, and also a screenshot of the support message about the confiscation of my personal funds.

Я был игроком в этом казино примерно неделю. Мой аккаунт был заблокирован и средства конфискованы вместе с моими личными депозитами 28 февраля.

Скриншоты прикрепляю. Скриншот моего последнего выигрыша, скриншот с проверкой, скриншот с требованием документов для верификации от саппорта и также скриншот сообщения саппорта о конфискации моих личных денежных средств.

Dear yatsik13,

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, Jana (jana.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,

Tomas

Dear yatsik13,

I sincerely regret to learn about the blocking of your account. Please rest assured that I will reach out to the casino promptly to address and resolve this matter. In the meantime, I would like to invite a representative from Blockbet Casino to join this conversation and assist in resolving your complaint.

Dear Blockbet Casino,

Could you kindly clarify the reasons behind the player's account being blocked? Additionally, we would appreciate any evidence regarding this situation. You may provide your statement and any relevant documentation directly in this conversation or send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana