Haz Casino - User's account and winnings blocked after victory in tournament.

Hello. Sir I have problem with haz casino they closed my account permanently which can not be reopened again i have asked self they told me in the chat and also in the email many time that we are not able to close your account and you can close your account bij self but when I won some prize in the weekly tournaments after that they close my account and now I am asking to reopen my account back and they say that my account would not reopen again it is closed forever and you wil not get your rewards section prize and weekly tournaments prize this is really scam and fraud

Dear Wali19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Haz 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)
• Did you achieve your current balance with or without an active bonus? 

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 sir thank you for reopening my case I send answers for your questions

Could you please advise how long were you a player of the casino and when exactly was your account blocked? Since November 23 year 2022 I am remember of this casino and on 21/10/23 is my account closed

How did you learn about your account being blocked? I didn't blocked my account self I asked in live chat to block my account and they told me that we are not able to close your account after a few minutes I was in the chat they told me that my account has been blocked forever which can not be reopen

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) I play live games and slots

Did you achieve your current balance with or without an active bonus? Without an active bonus

I have many times before this asked to close my account via email and the answer of management team was that we are sorry we can not close your account and you can self close your account but at this time they saw that I have some rakenback rewards which can be released in this week and I have also won a prize from weekly tournaments prize and they just close my account without I have many times asked about my balance which is releasing in this week they don't answer me about that

Thank you for the explanation.

Please send me your correspondence with the casino. Include your requests to close your account and the responses from the casino as well.

You can post screenshots here, or send the information to my email at tomas@casino.guru

I'll await your response.

Hello. Sir thank you for helping me about this case I have send some emails which is about closing my account with haz casino and let me say something if there is possibility to reopen my account it wil be good if they Don't reopen my account no problem but I would like to withdraw my winning which is released today from rakenback rewards section and I have also win a prize from promotion which is weekly tournaments

I have many times asked about to withdraw my balance which is blocked with my account and they didn't told me that my balance wil be blocked when I ask about my mony they don't answer for that

It's is really sad for me that they stole my winning money

Thank you very much, Wali19, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear Wali19,

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

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

Dear Haz Casino,

Could you kindly furnish additional details as to why the player's account was blocked after they had won, rather than when the player had requested to close their account via email? If this information cannot be disclosed publicly, kindly transmit it to me at michal.k@casino.guru

Hello. Michal

Thank you for reviewing my case I hoop that casino give my winning

They have closed my account with winning of rakenback rewards and winning from drop&win promotion

I have many times asked about reopen my account back but unfortunately they don't reopen my account

Dear Wali19,

I have received information and evidence from Haz Casino team, that contradicts your statements.

You have contacted the support team in regards to receiving additional bonuses and only after the team informed you that you were not due for any more bonuses at that time you start to request to close your account. The support team has correctly advised you with this:

"If you really want to go ahead and close your account permanently you can do so by going to "My Profile" and under the section "Restrictions" you can deactivate your account."

Why have you not done that right away?

You have indeed contacted livechat support multiple times to close your account, and although I can agree with you that they could close your account sooner, because of your previous interactions with the support team and your knowledge that you can do it yourself whenever you want, I can't really blame the support team for leaving it on you, so your statement that they didn't want you to close your account is not in accordance with the facts. Your account was initially closed. Another thing is that for the Live Games Pragmatic Drops and Wins tournament, players can see their screen name or player ID on the leaderboard, but your name or ID was not listed there, which makes me believe that you were not lucky in that promotion.

I'm still awaiting information about your potential winnings from rake-back rewards. The rakeback gets released gradually and can be claimed directly in the player profile, and you have not been restricted him from that; it's just a gradual process that doesn't happen at once.

Hello. Sir

Thanks you for helping me about this case, I want to say that iam agree with closing my account its not important, the important for me is my rakenback rewards which is weakly monthly en daily I have right to get my bonus that bonus I have received on my rakenback rewards from wagering a big amount mony before closing my account my rewards are just waiting for releasing and when my all rewards are released I want to withdrawal my rewards because this rewards are without wagering so I can withdrawal my money

Dear Wali19,

I'm still awaiting information about your potential rake-back rewards.

Dear Haz Casino,

Can you please inform me about the player's potential rake-back rewards?

Dear Wali19,

I was informed by the casino team that your account was temporarily reopened so that you could withdraw the rake-back rewards. Although it was not intended that you would continue to play with the rake-back rewards, you did. The casino team has allowed you to withdraw the whole amount of your balance, including winnings, which you should theoretically not be allowed to, but this was a one-off goodwill gesture to resolve this complaint. Your account will remain closed.

Considering all this information, we believe your complaint was resolved successfully. Can I help you with anything else or can I close the complaint?

Hello.Michal

Thanks for your help about this matter, my case is resolved I have withdrawal my rakenback rewards but not all rewards I did just a halft rakenback rewards which was released already and monthly rewards which I played twee weeks before that rewards are not released it in pending can you please informed the casino that for releasing this rewards which wil be releasing on 18 November that they reopen my account for collecting my rewards if they reopen at that moment my account that wil be close this case

Dear Wali19,

Thank you for the confirmation.

Although you are right that you only partially received the rake-back rewards last week, as you have started to play with them even if you should NOT, you accumulated winnings exceeding the actual full rake-back amount for all your past play. In a generous move, the casino opted not to subtract these winnings and instead allowed you to withdraw your entire balance, including the winnings to which you were technically NOT entitled. This gesture was made in goodwill to completely settle the case, resulting in a more favorable outcome for you. The casino deems no additional funds are owed to you, and your account will remain closed. I believe the casino approach was more than fair. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system.

I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru