Blockbets Casino - O levantamento dos prémios dos jogadores está atrasado.

for real? i won only 0.17083693 bnb from the bonus reward given daily from the lifetime rewards but yet they refused to proceed with the payment and making up with so many excuses just to make me wait for so long.

Dear nrubdica,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

look how they responded..

account currently being blocked without being explained.

Dear nrubdica,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

never received anything instead. they insist paying me instead they blocked my account accusing me of violating their ToS. i asked them to explained but they're unable to answer it.

Dear nrubdica,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear nrubdica,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I didn't recorded the last conversation because there were no response at all when I asked for explanation from their side.

Thank you nrubdica for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, nrubdica!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello everyone,

The player in question submitted a request for a VIP level match/transfer, which was granted under specific conditions. Unfortunately, these conditions have not been fulfilled.

As part of our Lifetime Rewards Program, we maintain a strict policy framework to ensure a balanced and sustainable risk profile. In this case, there has been no deposit activity for a period exceeding 90 days, while the Lifetime rewards were fully harvested during that time.

As a result - and in accordance with our Terms & Conditions - we have reversed the VIP level match and proceeded with the deactivation of the account.

Should you require any further clarification, please do not hesitate to contact us.

Kind regards,

Stefan Ruhnke

BlockBets Casino

Thank you for your response!

Could you, please, provide us the link where terms and conditions for lifetime rewards are available?

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.

We extend the timer for 7 more weeks as we reach out to the casino via e-mail.

nrubdica, unfortunately, the casino has not provided any further response. Therefore, I must close this complaint as unresolved. There is an option for you to lodge a complaint to the regulator via the Anjouan Authority badge on the casino page: https://verification.anjouangaming.org/validate?domain=blockbets.casino&seal_id=70e2135f4bd874818f28a24330f53c4367359d4dc44979b87596e1fbe7629d1cbee90685e8c37ad08186a6b139776b44&stamp=faa688ec87b9b9bc1f29b5af7715721a

Please, let me know if the authority responds to you or if you funds will be paid out to my e-mail: pavel.k@casino.guru.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru