Blockbets Casino - Os ganhos dos jogadores foram limitados.

Hello, i looked up blockbets from casino guru and i got interested in the bonus offer that was promoted on casino guru, So the problem is i read that there is no max withdraw when using bonus funds. So i went to the casino to look up the bonus terms but it was not located in the bonus terms that max cashout from deposit bonus is actually 10x the deposit amount from bonuses above 200%. Well i obviously thought that there is no max cashout and i did a deposit of 28€ in XRP crypto currency and started to wager my bonus. Everything went well and i completed the wager with 2000€ in my balance and the money was not taken away automatically so i was very happy. Then i proceeded with KYC verification well that went smoothly took around 12h time. Then i requested the withdraw of 2000€ XRP method and again it took around 12-15h for the withdraw to be canceled and my balance dropped from 2000€ to 280€. i will provide with a screenshot of the message that was so people know there is a max withdraw indeed. Well at this point i truly hope that something can be done cause it was a little bit misleading info about the max withdraw both from blockbets and casino guru. Blockbets had it quite hidden about the max withdraw i will provide with another screenshot showing the terms now there was everything else clear than the maximum withdraw. I hope this explains my situation clear.

Kind Regards Jonas

Dear jonkki,

Thank you very much for submitting your complaint. I'm sorry to hear about your difficulties caused by the wrong information on our website. We currently have over 7800 casinos in our database. We put a lot of effort into keeping the reviews up to date, but it is a difficult task. We would like to apologize for the inconvenience and inform you that we will update the information about this casino as soon as possible. Thank you for your help in making Casino Guru better.

I have checked the Terms and Conditions, and this is what I found: 

11.17. There may be limits for the withdrawal amounts from no deposit bonuses ($100 or 2x) and deposit bonuses (10x of the deposit amount for bonuses above 150%, 20x of the deposit amount for bonuses below 150%).

I would like to emphasize that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

Hi there.

So it looks like nothing can be done here am i right ?

I understand it is a difficult task to keep the information correct but in this case i dissagree cause casino guru offers an exlusive bonus of 250% and should defenetly know the terms for an exclusive bonus especially.

And i also read in the discussions that there was a player mentioning about the maximum withdraw 10x the deposit 2 months ago. Guru should have had time to correct the information in that time right ?

If im not even worth some compensation i will do everything to go forward with this.

Regards Jonas

Thank you very much, jonkki, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello jonkki,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Blockbets Casino representative to join this conversation and participate in resolving this complaint.

Dear Blockbets Casino,

Could you comment on the situation?

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.

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 AOFA Gaming Authority (There is a complaints form directly below the license on the validator page at the bottom of the casino 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru