Hello

I played with the welcome bonus at Blizz.io casino. I deposited 100 and received 100 bonus. I got my balance up to 500 and was in the middle of the wagering when my balance was suddenly reduced to 100. I received an email from the casino stating that since they think I abused their bonus - they have a right to confiscate all my winnings in the middle of the wagering process.

I tried to find any specific information defining "abuse" at the casino website - nothing was found.

Dear hakuho222,

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. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

If there’s any relevant communication between you and the casino, please forward it to [email protected].

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronela,

I played with first deposit bonus.

This is the only email I received from the casino (they still have not replied to my email where I asked for the explanation of their actions):

It has come to our attention that the way you are playing with your funds is aimed at abusing the bonus to gain an unfair advantage.

We have therefore confiscated the bonus and winnings from it and returned you initial deposit.

You will need to turn this over 3 times and will then be able to withdraw any funds.

Please note that if we find a repeat of bonus abuse in the future,we reserve the right to close your account and keep any funds in there at the time.

Kind Regards

Jamie

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I tried to find the definition of the "bonus abuse" at the Blizz.io website. Below is the only time the word abuse is mentioned on their website:

7.6. blizz.io will review all player Accounts and classify them at its discretion. Once a player is classified as a "bonus hunter" or "bonus abuser", all winnings and bonuses will be void and the Account will be suspended and the payment not processed.

So, I, as I player, have no any information about what constitute bonus abuse, but the casino, based on their own understanding of this word , have a right to confiscate any winnings from me.

Again, I played regular slots (allowed ones) and have not violated any rules as they are stated on the website.

I now received another reply from the casino:

Jamie Nov 6, 12:29

Hi

Please see the terms and conditions that you agreed to when you signed up for an acount, and specifically the following:

4. blizz.io reserves the right to terminate or cancel any current promotion without prior notification. Any user who infringes the Bonus Terms, or general Terms and Conditions, will be disqualified from any reward derived from said promotion.

11. If the bonuses are abused by a user, blizz.io has the right to use punitive measures towards him, namely: delete, decline all current bonuses and bonus winnings; to block the user's Account immediately. In that case, blizz.io disclaims any liability for the withdrawal or compensation of the funds that had been on the Account before it was blocked.

12. Using bonuses to play games with accumulated benefits in the course of gameplay (Ex: Free Spins meters or other game features unlocked following some gameplay) and coming back to the game following the zeroing-out of the wagering requirements to trigger or unlock the feature and collect the accumulated benefits or related winnings - in this case all winnings and bonuses will be voided.

The decision made is final and no further correspondence will be entered into.

Kind Regards

Jamie

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The problem is that paragraph 12 cannot be applied to my gameplay since I only played 2 slots at the casino and none of them has any "accumulated benefits" feature. The slots are Dolphin Reef and Golden Tour. I am really appaled by these false accusations from the casino which have nothing to do with my real gameplay.

Hello, is there any update about my complaint?

Thank you

Thank you, hakuho222, for your reply. Could you please forward your game history to [email protected].

Hi Petronella

The game history consists of several hundred pages of gameplay. And I don't see any option to download those pages. It cant be easily checked and confirmed with the casino that I only played 2 slots at their casino:

1) Dolphin Reef

2) Golden tour

Thank you very much, hakuho222, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello hakuho222,

I am sorry to hear about your troubles.

In this case, the game log is essential, so I would like to invite the casino representative into the case and hope he can explain what happened.

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.

Hello hakuho222,

I contacted the casino's representative via Skype and notified him about this complaint because the standard procedure didn't work this time. Hopefully, he will answer in the next seven days. Otherwise, I will need to close this complaint as unresolved, which will negatively impact the casino's rating.

Hello,

First of all I would like to apologize for the inconvenience. We currently have a large number of bonus scammers and as a result our support has probably made a mistake in this case. I sincerely apologize for that.

The money was already credited back to the player's account on 11/26/2022 and is ready to play.

I will also book a bonus as well, just please wager the bonus amount correctly first and then I will book 50USD extra as an compensation (no wagering requirements)

Hello hakuho222,

Could you please confirm that you have your bonus back?

Can we close the complaint?

Hi, Blizz casino representative... I have finished with the wagering requirements. Please, add 50 usd bonus. Thank you.

Dear Matej

Everything is ok, my balance was reinstated.

thank you for help

Dear hakuho222,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Matej

www.kpvfaw.com