Blockbets Casino - A conta do jogador foi fechada inesperadamente.

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cheats and deceives at its worst I thought I had done my homework well enough regarding this online casino. was lucky enough to win a good win, I manage to get a single small payment, but still have over 37,000 Danish kroner in my account. but now they have blocked my account so I can't sign in on it anymore. they don't answer my emails, I have screenshots of the whole thing. E-mail send to hello team blockbets. as you can see in your system, my balance was up to over 3600 euros + 2x3600 Danish.

18-01-2025

dear blockbetscasino.

It's unbelievable not to answer emails sent to you. this applies to both the support email and the complaint email, none of which are answered.

Now I am not the first to write about this problem.

as you well know, my thread is honestly won.

I have bet big and been lucky

Dear Xcim,

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.

Has the casino specified the terms and conditions you breached?

What games did you play?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello dominika.

please tjeck your e-mail

kyc approved, they also made a payment of just under DKK 3600, went through.

have received a bonus.

Emails are not answered by the casino.

played star cluster, with moves from 3-15 euros per move, and bought bonus. played over is few days.

until suddenly on Friday morning, they closed my account

error has not received bonus

fejl har ikke modtaget bonus

Hey casino guru,

I reached out to some websites that do online casino reviews.

please see the response they got from blockbets.casino

I just wanted to update you on the matter.

After contacting the casino rep, the reply we got is that your account got suspended due to not complying with their Terms and Conditions. 100% of your lifetime deposits got refunded.

With that said, they did not mention what exact rule you broke, so we will continue to insist on getting this information. Once we know more, we will update you further.

i reply this to Them

everything went well with making payments,

played the game star cluster and won a little bit, therefore I increased the amount and the bonus game, with a good thread st.

bought a couple of bonus games for 150 euros each which I got lucky with.

since I wanted to raise my thread st, kyc verification took quite a long time, and no help from support staff.

when the kyc verification was approved, I set DKK 3600 for payment, which took almost 3 days before the money was in my account.

then I set an additional DKK 3600 for payment, but after 24 hours, the money was still not approved yet. contacted a support employee who said they were behind.

started playing a little when I had a lot of money in the account and 2 payouts of DKK 3600.

lost a bit when i played but was lucky to get bonus with 10 or 15euro bet, landed at 3650+euro.

but all of a sudden I had 2 amounts credited to my account corresponding to my payout.

so I stopped the game and went to the front page where I had to log in again.

but I can't, as I have broken their rules, they say.

they say I should write to their complaint mail, but it is not answered.

can see I'm not the first to have problems with them.

They haven't responded to my emails,

Have you heard anything from them (BlockBets casino)?

De har ikke besvaret mine e-mails,

har i hørt noget fra dem ( BlockBets casino )

Dear Xcim, could you clarify whether the 3-15€ bets mentioned in your email were placed while you had an active bonus? If so, please specify which bonus.

I checked the bonus T&Cs and I found this: 

"Bet Limits: The maximum bet amount allowed when wagering a bonus is $2. (Welcome Bonus Package: $5) 

Accelerated Wagering: In sports and esports betting, the wagering progress is tripled (x3) if the odds are at least 1.55.

Contribution Rates: The percentage of bets that count towards wagering may vary. Contact support for details if needed.

Bonus Misuse: Betting more than $2 at once while having an active bonus may lead to the confiscation of winnings. Any form of bonus abuse, such as breaching terms, opening multiple accounts, or exploiting the system, may result in account closure or confiscation of the bonus balance and winnings."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

have not received a welcome bonus or other bonuses.

My bet was between 3-15 euros per spin.

Isn't it all a bit strange that they approve a payout that has gone through their security check to see if the winnings are honestly won?

then you initiate the next payout, but after 24 hours it is still not approved, I asked support at the time, they said don't worry it will be approved soon, hocus pocus and an hour later I was banned.

I'm not the only one who has experienced this.

har ikke modtaget velkomst bonus eller andre bonusser.

min indsats var mellem 3-15euro pr, spin.

er det hele ikke lidt mærkeligt, at de godkender en udbetaling, som har været igennem deres sikkerheds tjek, om gevinsten er vunder på ærligvis.

så sætter man den næste udbetaling i gang, men efter 24timer er den stadigvæk ikke godkendt, spurgte supporten dengang, de sagde bare rolig den bliver snart godkendt, hokus pokus og en time efter var jeg udelukket.

jeg er jo ikke den eneste der har oplevet dette

Thank you very much, Xcim, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Ok

Hello, Xcim,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Blockbets Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

How is it possible the casino cannot even provide the user with specific rules he breached? That sounds a bit like nonsense.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Please note if the casino refuses to cooperate and provide sufficient details/evidence supporting its claims and decision, we will be forced to close the complaint as 'unresolved'.

Thank you.

Greetings all,

In the meantime, I got in contact with the casino representative. I requested more details and supporting evidence regarding the matter.

Currently, I am waiting for the requested, so I am resetting the timer for the casino.

Thank you for your patience and understanding.

Dear Branislav,

Thank you for reaching out regarding this matter.

After a thorough review, we have determined that the account in question was found to be in breach of our Terms and Conditions, specifically related to the use of VPNs and multi-tabbing, both of which are strictly prohibited under our policies.

As per our internal security protocols and privacy policies, we are not able and not obliged to provide further details beyond confirming the violation.

Our Terms and Conditions, which all players agree to upon registration, clearly outline these restrictions and the potential consequences for non-compliance.

Best regards,

Stefan

BlockBets Casino Team

Hi Stephen,

would you please elaborate on what you mean by VPNs and multi-tabbing,

You are the only online casino I have been banned from.

If I had broken your rules, why did you make a payment that you approved?

That payment was through your so-called security check, where everything was in order.

It was only after the second payment that you blocked the account.

Hej Stefan,

vil du være så venlig at uddybe, hvad du mener med VPN'er og multi-tabbing,

I er det eneste online casino, jeg er blevet udelukket fra.

hvis jeg havde brudt, jeres regler hvorfor lavede i så en udbetaling som i godkendte?

den udbetaling var jo igennem jeres såkaldte sikkerheds tjek, hvor alting var i orden.

det var først ved anden udbetaling, at i blokeret kontoen.

Hi Xcim,

To clarify, multi-tabbing refers to opening multiple game tabs simultaneously, which is against our Terms and Conditions. VPN usage is also strictly prohibited as it can be used to bypass regional restrictions or security measures.

Unfortunately, I am unable to provide any further details on this case, as our Risk Management team has conducted a review and made a final decision based on a breach of our Terms.

If you have any further concerns, I recommend reviewing our Terms and Conditions, where these restrictions are clearly outlined.

Best regards,

Stefan

Greetings all,

Thank you for your replies.

Dear Xcim,

Since we have not received any further relevant details/evidence from the casino regarding the issue, justifying its actions, unfortunately, it makes no sense to continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. However, the rating/"safety index" decrease accumulated by such cases could convince the casino to reopen unresolved cases in the future and fix its reputation. If the casino decides to change its approach and provide the requested, they can request reopening anytime, and you will be notified via email.

VPN use does not automatically mean a breach, and if you played only slots, it is not completely (or rather not at all) clear how it is possible to gain an unfair advantage by playing slots in more than 1 tab at the same time. In addition, if something is in a casino's Terms and Conditions, it does not mean it is correct/fair or correctly applied. However, without the casino's cooperation, further details and supporting evidence, we cannot review the matter sufficiently.

In the meantime, there is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, as well as the general information regarding complaint processes with regulators generally in our article HERE. Alternatively, you can try an ADR if the casino states any on its official website.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru