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Hello,

According to the live-support my account has been blocked due to the decision of their security department and my remaining funds were voided.

The remaining funds totaled 5475.79€

I had a lot of luck with the last few bets, but I don't think this should warrant a voidance of my remaining funds.

I would ideally like to receive the remaining balance in full.

Best Regards,

S***

Dear ententro,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blazzio Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Could you please share the correspondence from the casino regarding the justification of account closure?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hello,

Thank you very much for taking on my complaint! 🙂

I just noticed that these answers will be pubic, would it be possible to remove my first name from the signature on my first post?

Here to answer your questions:

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?

According to my email inbox, my account was created on October 11th 2023. It was blocked on December 27th 2023. I found out that it was blocked after contacting live-support when I was no longer able to login, the error message just saying that my login credentials are incorrect.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I think I only played Live-Casino (Mainly Baccarat & Craps) since my latest deposit to achieve the balance, but I may also have played the casino games Plinko, Plinko XY and Easter Plinko by BGaming, I'm not entirely certain though.

• Did you achieve your current balance with or without an active bonus?

I did receive a few bonuses a while ago, but I think I withdrew them before my latest deposit, so I would say I achieved the balance without an active bonus.

• Could you please share the correspondence from the casino regarding the justification of account closure?

Here is the chat with redacted personal details as this seems like a public forum:

Chat transcript

    Hanna Wed, 12/27/23 07:45:04 pm Europe/Vienna 

Hello! My name is Hanna. Please specify your request and I'll be happy to help you.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 07:45:27 pm 

Hello, when trying to log in I get the notification that the email or password is incorrect, but I am certain that I didn't change it

     Hanna 07:45:35 pm

It's nice to meet you at Blazzio! Would it be convenient for you to stay in chat? I need a few minutes to check the details.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 07:45:47 pm

Sure :)

     Hanna 07:51:42 pm

Thank you for your patience!

I am sorry for the inconvinience. I kindly inform you that your account has been blocked due to the decision of our security department.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 07:52:21 pm 

Ohh, ok ...

Would it be possible to withdraw the funds that remained on the account?

     Hanna 07:53:21 pm

Unfortunately, your funds were voided.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 07:53:26 pm 

What?

     Hanna 07:57:12 pm 

Please be informed that your funds were voided due to the decision of the relevant department. Unfortunately, our team we cannot influence the decision of the security department.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 07:57:31 pm

Would it be possible to get a GDPR Report of my player account?

     Hanna 07:58:37 pm 

Give me please a couple of minutes. I need to check the details. Thank you for your patience!

In order to gain access to this information, please confirm the full security of your account as follows:

1) Your full name;

2) Your date of birth;

3) Email address used upon registration;

4) Your phone number;

5)Date of the last deposit

6)Amount of the last deposit



     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 08:06:09 pm

[MY FULL LEGAL NAME REDACTED FOR PRIVACY]

[MY DATE OF BIRTH REDACTED FOR PRIVACY]

[MY EMAIL ADDRESS REDACTED FOR PRIVACY]

[MY PHONE NUMBER REDACTED FOR PRIVACY]

[DATE OF THE LAST DEPOSIT REDACTED FOR PRIVACY]

[AMOUNT OF THE LAST DEPOSIT REDACTED FOR PRIVACY]

     Hanna 08:07:11 pm

Thank you for your answers! We will forward your request to the revelant department and we will contact you via email as soon as we receive their response.

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 08:07:31 pm 

Thank you, have a nice day! :)

You rated our customer service as good 08:07:34 pm

     Hanna 08:07:42 pm

 Can I be of any further assistance to you?

     [MY FULL LEGAL NAME REDACTED FOR PRIVACY] 08:07:53 pm 

I don't think so, thank you for your time

     Hanna 08:08:04 pm

It was a pleasure for me to assist you. If you have any questions or further assistance needed, don't hesitate to contact us!

Hanna archived the chat

Thank you for your time and for providing a forum for such complaints! 🙂

Best Regards

Thank you very much, ententro, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, ententro!

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.

Thank you!

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.

Dear Pavel,

Kindly be informed that we have provided the explanations regarding this case in the email sent to you.

We appreciate your cooperation in this matter.

Best regards,

Emma,

Blazzio Casino Manager

Hello, ententro!

After extensive communication with the casino, we have made our decision. I cannot share all the details, but, given specifics of your case, I can recommend you to lodge a complaint with the casino's regulator - Curaçao Antillephone. You can do so by sending a complaint to one of these e-mails: info@gaminglicences.com, certria@gaminglicences.com (alternatively complaints@gaminglicences.com). Please, let me know if you will need any help with lodging the complaint. Also, please, if you decide to do it, let me know here or to my e-mail: pavel.k@casino.guru and send me the message that you have sent to the regulator, or, even better, their response that your complaint has been accepted.

Hello Pavel!

Thank you very much for your support! I wasn't aware that so much was going on behind the scenes. 🙂

I think I will need your support with lodging the complaint, thank you so much! I wrote an email to the regulator last week, but I haven't received a response yet..

I forwarded you the email I sent to the regulator to your address as specified in your post. 🙂

Best Regards

Thank you, ententro and Emma! Unfortunately, we could not learn enough about the reason for the blocking of the player's account, so we are not able to have a steady point of view on this issue. Therefore, we have suggested the player to lodge a complaint with the regulator, which they have done. At the moment, I am able to close this complaint only with an "unresolved" status and the sub-category "Waiting for the regulator's response". I hope, that the issue will be judged fairly.

Respectfully,

Pavel K

Casino Guru Team

Dear ententro,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello,

Unfortunately there has been no response from the regulatory authority. I also tried to contact blazzio.com again last month to ask for further clarification on why the money has been voided, but I received no response from them either.

Best regards

Dear ententro,

speaking from experience, I can tell that sometimes the Antillephone Authority takes more time to reply to complaints, but, nevertheless, I will closed this complaint as unresolved. The casino is closed already for some time, so there is no big sense in continuing to push them further. I am sorry that it took this turn and I hope that the authority will respond after all.

Respectfully,

Pavel K

Casino Guru Team