BetBlast Casino - A conta do jogador foi encerrada sem justificativa.

I still had about $2,500 left on this casino site when I received a notice from the site informing me that it was closing.

However, the reason for the closure was as follows:

I contacted support several times to inquire about whether I had violated the terms of service, but the answer I got was that I did not violate the terms of service.

Is it acceptable to take such measures as closing the site and freezing funds based solely on an internal decision, without even being pointed out as a violation?

They don't specifically address the problem.

Could you please lend me your help?

BetBlast's answer

Due to internal administrative reasons, your account has been closed.

Please understand that this is an internal business decision.

こちらのカジノサイトで2500ドルくらいのお金がサイト内に残っている状態で、サイトから閉鎖の旨の連絡が届きました。

ですが、閉鎖理由が以下の連絡でした

サポートの方と連絡を取り利用規約違反をしてしまったのか問い合わせを何度もしたのですが、回答は利用規約違反ではないとの認識です。

このように、違反行為を指摘もされずにただ社内判断でサイト閉鎖、お金の凍結という措置が許されるのでしょうか。

彼らは具体的に問題の解決を進めてくれません。

お力をお貸しいただけないでしょうか。

BetBlastさんの回答

社内管理上の判断により、お客様のアカウントは閉鎖されました。

これは社内の商取引上の決定であることをご理解ください。

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.

Dear muraiiiko,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

>Can you tell us which games you focused on - slots, live casino, sports betting etc?

I don't remember as it was over a month ago.

>Did you pass verification before losing access to your account?

The verification has been passed. It's not that no withdrawals were made at all.

I think I had about 2,500 euros left.

>Have you accumulated winnings with or without an active bonus?

Is it about hiding the winnings?

I have never done anything like that.

I am still able to contact them by email, but their responses are not sincere.

They have continued to give us extremely dishonest responses, claiming that the confiscation was not due to a violation of their terms of use, but was a business decision.

>スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いたか教えていただけますか?

1か月以上前で覚えておりません。

>アカウントへのアクセスを失う前に検証に合格しましたか?

検証には合格しております。全く引き出しがされなかったわけではなく

残りのお金が2,500ユーロくらいだったと思います。

>有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

賞金を隠すということでしょうか？

そのようなことは一度もしたことがございません。

今も彼らとメールでの連絡はできていますが、回答に誠実さがなく

利用規約違反ではなく、彼らの経営上の判断で没収という不誠実極まりない回答が続いております。

Dear muraiiiko, could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

I have now submitted all the conversations via email.

今メールにて全ての会話を納めて提出しました。

Dear muraiiiko,

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,

Attila G.

Dear muraiiiko,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a BetBlast Casino representative to join this conversation and participate in resolving this complaint.

Dear BetBlast Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. 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 Curacao Gaming Authority (complaints@cga.cw) 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