Blockbets Casino - Povlačenje igrača je odloženo.

Since July 15th I have not been able to withdraw a single euro from BlockBets Casino. They used to give me rakeback, now they ignore me completely, even after depositing more money. Recently, my winnings were not even credited to my balance. Support and the so-called VIP manager refuse to respond. Totally unfair and dishonest treatment.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Do you have any evidence that your winnings were not credited to your casino account? These can be videos, screenshots, or records from your gaming history.

Could you please describe in more detail which game you played to accumulate the uncredited winnings?

Regarding the bonuses the casino stopped offering you, please keep in mind that bonuses are essentially gifts from the casino, and it's up to the casino to determine if you qualify for them and what rules apply. If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further, and we cannot compel casinos to provide specific bonuses to you.

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Hello Veronika,

Thank you for your reply.

The issue with rakeback and bonuses is not my main concern — what really matters here is that my winnings were not credited to my account.

The game was Jetx by SmartSoft. When I contacted the casino’s customer support, they told me that they are "investigating with the provider" and that it was not under their direct control. However, the winning amount appeared in green on the provider’s side but never showed up in my casino balance.

This is the key problem I need help with: the winnings existed on the game screen but were never transferred to my account balance.

20,25€ 15,68€ 45,70€ 67,40€

Best regards,

Thank you for your responses. Can you see the winnings directly in your account profile, or are they visible only in the game history? Have your bets been deducted from your account as usual, even though the winnings were not credited?

Please also forward me all the communication you’ve had with the casino regarding this matter at veronika.f@casino.guru. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear eleprv202,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika