Blazzio Casino - Igrač prijavljuje neodgovorno podsticanje kockanja.

I contacted the Casinos several times and wrote them about addiction. The only thing they did was triggering me to make more deposits and add bonus.

Screenshots are attatched. I can upload more screenshots and proves if you unlock them for me.

Best regards and thanks

Dear Jonasgamble,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify when the live chat communication that you forwarded when submitting this complaint took place?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Blazzio Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@blazzio.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hello,

I contacted the casino several times on September 3rd, 2023 and September 10th, 2023. More screenshots and contacts are available. I can provide these if necessary. I have now contacted the casino again via live chat with their template. -I was credited with a bonus again. I have now contacted you again via email.

Hallo,

ich habe das Casino am 03.09.2023 und am 10.09.2023 mehrmals kontaktiert. Weitere Screenshots und Kontakte sind vorhanden. Diese kann ich falls nötig gerne bereitstellen. Ich habe das Casino nun erneut per Livechat mit ihrer Vorlage kontaktiert. -mir wurde erneut wieder ein Bonus gutgeschrieben. Per Email habe ich nun auch erneut kontaktiert.

The account has now been closed. However, I would like a refund as I was not banned and was encouraged to make further deposits several times. As already described, additional screenshots can be submitted.

Der Account wurde nun geschlossen. Jedoch möchte ich eine Rückerstattung, da ich nicht gesperrt wurde und zu weiteren Einzahlungen mehrmals ermutigt wurde. Wie bereits beschrieben können weitere Screenshots eingereicht werden.

Dear Petronela,

We have diligently reviewed the case and are really sorry for the situation that happened.

The user was provided with the answer that has been forwarded to your email address as proof.

To improve our service, we will conduct training with the customer support team to avoid further miscommunication.

In addition, our development team is working on implementing responsible gambling tools for the customers.

Please don't hesitate to contact us should you require any further information or assistance.

Best regards,

Emma

Casino Manager

@Emma and Blazzio Casino Team

Thank you very much for looking into this situation, your help is greatly appreciated.

@Jonasgamble

I've received information that a refund for your last two deposits (€96 + €190) has been processed and should be deposited into your account in the coming days. Please inform me once the funds are received and confirm if this resolves the matter, so we can mark it as resolved. Your prompt response is greatly appreciated. Thank you in advance.

Good day,

So far I have not received any funds/payment confirmation.

This is a step in the right direction. But shouldn't all funds be withdrawn after contact due to gambling addiction?

Guten Tag,

Bisher habe ich noch keine Gelder/Auszahlungsbestätigung erhalten.

Dies ist ein Schritt in die richtige Richtung. Aber sollten nicht alle Gelder nach dem kontaktieren aufgrund von Spielsucht ausgezahlt werden?

Ideally, yes. Could you please forward any relevant communication to petronela.k@casino.guru? I haven't been able to see the exact date when you informed the casino about your gambling addiction from the forwarded screenshot. Thank you in advance.

Hello,

I forwarded one of the latest transcripts to you.

I can see that you mentioned "addiction" as the reason to block your account on the 3rd of September. Have you saved any screenshots of your cashier history to claim all the deposits since that date?

Yes, I have them on another device. I can look them up and send them on friday/saturday. However I have requested them before over one week, but didnt recieve them from the casino untill now.

Best regards

Money recieved. All handled. You can close this case. THx for the Help.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jonasgamble, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru