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Blitz-Fun Casino blocked my account after I won and refuses to withdraw the funds.

I made a deposit from my own funds, used the welcome bonus and played as usual. After meeting the conditions, I requested a withdrawal of approximately CZK 30,000.

The withdrawal was not processed for over two weeks and my account was subsequently blocked. The casino claims that I broke the rules but refuses to state which specific rule was broken.

At the same time, they refuse to return my own deposited funds.

I request a specific explanation of the alleged violation of the rules and ideally a refund of my winnings or at least the real money deposited.

Kasino Blitz-Fun mi po výhře zablokovalo účet a odmítá vyplatit prostředky.

Provedla jsem vklad ze svých vlastních finančních prostředků, využila uvítací bonus a hrála běžným způsobem. Po splnění podmínek jsem požádala o výběr přibližně 30 000 Kč.

Výběr nebyl více než dva týdny zpracován a následně byl můj účet zablokován. Kasino tvrdí, že jsem porušila pravidla, ale odmítá uvést, jaké konkrétní pravidlo bylo porušeno.

Zároveň odmítají vrátit i mé vlastní vložené prostředky.

Žádám o konkrétní vysvětlení údajného porušení pravidel a o vyplacení ideálně mých výher nebo aspoň vložených reálných peněz.

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 AnnAnn,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

These were machines. Yes, I successfully passed KYC. Then I deposited my own funds, verified the payment method. Then I transferred my own funds according to the requirements, and then the withdrawals took place. They were in a pending state for several days, so I contacted support several times to ask why it was taking so long. After that, my account was blocked.

Jednalo se o automaty. Ano KYC jsem úspěšně prošla. Poté došlo ke vkladu mých vlastních finančních prostředků, ověřila jsem platební metodu. Poté jsem protočila dle požadavků i své vlastní finanční prostředky až pak proběhly výběry. Několik dnu byly ve stavu čekající, to jsem několikrát kontaktovala podporu s dotazem proč to tak dlouho trvá. Načež došlo k blokaci mého účtu.

Dear AnnAnn,

Thank you for your response. Could you please confirm whether you have contacted the casino regarding any terms that may have been violated? If you have, I would greatly appreciate it if you could share your correspondence with me. You can reach me via email at attila.g@casino.guru, or feel free to share any screenshots here.

Thank you in advance for your reply.

Good day, yes I have contacted the casino several times... I am attaching screenshots.

There was no violation of the rules on my part. I accepted the entry bonus, as required by the protocol, deposited my own funds, also as required by the protocol, I have no duplicate accounts, KYC was completed in order.

Dobry den, ano casino jsem kontaktovala nekolikrat… přikládám snímky obrazovky.

Z me strany k žádnému porušení pravidel nedošlo. Přijala jsem vstupní bonus, dle požadavku protocila, vložila své vlastní finance, taktéž dle požadavku protocila, žádné duplicitní účty nemam, KYC proběhlo v poradku.

According to information from the forum, I'm not the only one whose casino refuses to pay out winnings and even my own deposited funds.

Dle informací z fóra, nejsem jediná komu casino odmítá vyplatit výhru a i vlastní vložené prostředky.

Dear AnnAnn,

Thank you very much for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Is there a possibility that you have opened multiple accounts at Blitzgo.Bet Casino?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear AnnAnn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru