Blockbets Casino - O pagamento do jogador foi atrasado.

I've been waiting for my withdrawal since November 26th. I've never had any problems with the casino before, except this time. I've already cancelled and resubmitted the withdrawal several times, as the casino has never taken longer than 3-4 days to process it. Total waiting time: November 11th until today.

Support has also not responded for about a week.

Ich warte seit dem 26.11 auf meine Auszahlung. Ich habe nie Probleme mit dem Casino gehabt ausser dieses mal. Schon einige male habe ich die Auszahlung abgebrochen und neu beantragt da das casino nie länger als 3-4 Tage gebraucht hat um auszuzahlen. Gesammte warte zeit 11.11 bis heute.

Der Support antwortet ebenfalls nicht seit ca einer Woche.

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 rizzmoe1,

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

Dear rizzmoe1,

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.

No, the payment still hasn't been transferred. Support has also been unreachable since then. What do I do now?

Nein die zahlung wurde immernoch nicht überwiesen. Der support ist seit dem auch nichtmehr erreichbar gewesen. Was mache ich jetzt ???

Dear rizzmoe1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Yes, I've withdrawn money there many times before, but this time I'm having problems. I can gladly send you the chat logs, but I haven't received a response from them in two weeks.

Ja ich habe schon oft dort ausgezahlt ir dieses mal habe ich probleme. Ich kann ihnen gerne die chats zukommen lassen aber seid 2 wochen keine antwort von denen

But how do I get my payout now???

nur wie komme ich jetzt an meine auszahlung ???

Dear rizzmoe1,

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.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear rizzmoe1,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Blockbets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Why does the casino get another 7 days? They haven't answered me for 3 weeks now.

warum bekommt das casino nochmal 7 Tage ? Sie haben mir mittlerweile seid 3 wochen nicht geantwortet.

Dear rizzmoe1,

I understand that you may feel frustrated about receiving your funds. According to our policy, the casino has a total of 7 + 7 days to respond in the complaint thread. I kindly ask for your patience while we wait to see whether the casino provides a reply.

What now? Blockbets still hasn't responded.

was nun ? Blockbets hat wieder nicht geantwortet

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