RESOLVED: Casino blitz-lock account, and stole 200 euros

Hello, dear. I want to tell you a very bad situation for me, and I also want to ask you to help me solve it, is that I signed up at the blitz casino? and they gave me a bonus of 10 euros, I started playing and was able to fully play the wager for this bonus, and still win 200 euros, after the win I sent all the documents that were required of me, and after a while I received a letter that I needed additional documents, sent them again
but the next day was not able to enter my game profile, because I was blocked, and a message was sent to the mail (that it was blocked), I tried to find out the reason for my blocking, and not paying € 200 won, but I only received, I quote your account is blocked forever, and this is our final decision, but the reason was not given, it simply cannot be, and from this I concluded that the casino is a scam, and appropriated my winning money. to sort out this issue for me, I will Thank you very much, thank you all!

my login is in liona19 casino

Thanks for sharing your experience with us, liona1212. The casino didn't state any relevant reason for closing your account? 

We're going to get in touch with them and investigate the issue further. We'll try to find out the reason they closed your account. Hope we'll get the answers. Keep you posted. 

Yes, the casino did not provide me with any information, just sent a message stating that my account was blocked, and this is the final decision, but I want to assure you that I honestly played and did not break the rule
Thank you very much for your help.

It's just rude when a casino closed your account and not giving the customer the reason for the account closure. It could be anything, restricted country, bonus terms broken etc but I think this is about restricted country but we'll see.

We emailed them and asked for the explanation. Hope they'll get back to us. Keep you posted. 

Hello Ilona,

As affiliate manager of MyCasinoShare, who manages Blitz' affiliates, I took it on myself to inform Blitz of your message and ask them more information.

Nothing personal, but Ukraine is flagged as a grey listed country in many casinos. This requires full authentification within 90 days. This doesn't mean that Ukranian people cannot play or withdraw money of course but, they will be monitored much closer.

When you requested your cashout, you hadn't made any prior deposits, and the bank account name didn't match your player account's name, hence they considered your player account used by a third party. This is in violation of their T&C's, to which they advised you as well via e-mail and proceeded with suspension of your player account, which is the normal procedure.

Hello, thank you very much for your reply, I am ready to provide you with any documents that confirm my identity, for verification of my account

I'm not sure if they'll come back on their decision but i'll try my best to sort something out.

As soon as I have news I will let you know.

Thank you very much, I will be very grateful to you.

Hello Liona, could you please let me know who the bank account holder is in relation to you?

Hello, the bank account holder is my husband, I can also provide any of his documents to you, for verification, so that you would not think that I am a fraud.

Hello Liona, it's not a case of whether I think you're a fraud or not, it's standard procedure they have to maintain for all :)

But if it is indeed your husband I'm sure I can convince them.

Could you please send the following to [email protected]:

- a copy of his passport/ID card (front and back if needed)
- a current proof of address. This is an official document showing his name (or better both of your names), address and a date not older than 3 months.
- a copy of his bank card

Try to get these copies in English if you can, they're not too fluent in Ukranian and wouldn't want them to refuse them because they cannot read it, it's also mandatory.

I sent all the documents of my husband to your email address.

Hello Liona, thanks for that.

I will need the following documents still:

- A proof of address of yourself, because what I think you sent as proof is 1. Completely in Russian and we don't speak Russian, this has to be in English and official, and 2. is older than 3 months (any type of official invoice stating your name, address, date not older than 3 months is ok)
- A copy of your husband's bank card.

Only with those remaining documents can I try get this sorted for you.

Hello, the fact is that we are not given such documents in English, we only have them in Russian.

Hey Liona, the one from your husband is partly in English, if you can provide me one like that ...

Do you mean give my passport to you?

If yes, then I have an old-style passport, and it is only in Ukrainian, and my husband has a new passport, and it is partly in Ukrainian, and partly in English.

No no, a proof of your address. An official document/invoice with your name, address and date (not older than 3 months), in English.

And a copy of your husband's bank card of the account you have requested the withdrawal to, seeing as it is his bank account you are using.

I just sent you the documents, can you check them? Did I send it right?

This is a good address document, but I already see that your address is different of that of your husband's, why is that? In fact you seem to live 300km apart?

Please explain. You can understand I won't be approaching Blitz to solve this issue for you if you aren't honest with me.

I also still need a copy of your husband's bank card.

We live together, but we have different registration addresses, and the distance between our settlements is 20 kilometers, not 300, He has a bank card as virtual, it can only be used on the Internet, I sent you a copy of the card.

Hello deaglebiggy, you forgot about me already?Is it possible to solve my problem, or not?

I sent you my driver's license, it is partially in English, I ask you to help me get my winnings, I am very grateful to you.

Hello Liona, I will try my best to convince them, but I must say, the fact that you are married but don't have the same last name, don't have the same address, don't have/use your own bank account ... these are all red flags for casinos, so I'm not too positive of the outcome.

I'll keep you posted

Are there any updates on this case? 

Hello, unfortunately there is nothing at all, no one has contacted me, and my account has remained blocked.

I have sent all pieces to Blitz, I am awaiting their response.

Speak of the devil.. I just heard back.

As I predicted, there's many red flags about your situation and they are hesitant to accept it.

Can you send proof that you are actually married to him? Because at the moment nothing you provided proves it.

Also, you show me proof of your bank account, why didn't you use that one?

See what I mean with red flags?

I can take a photo with him (selfie) where we’ll hold our passports in hand, there is no official confirmation.

Hello Liona,

I'm sorry but that doesn't help your case at all, if you cannot even prove that you are actually married.

I have received following information from them:
-----------------------------------

Well, to be honest, our point of view, based on T&C still be the same.

The decision, is easily defendable with the following points:

6.4.B. Responsibility of the Player
…  The Player shall refrain from using any means of payment or the user account of a third party or another Player, even with the latter's consent…

8. Penalties for non-compliance with the Contract or the laws in force

BLITZ shall reserve the right in the event of the Player's non-compliance with the Contract or the laws in force to suspend or close the Player's user account, without notice or compensation.

Factors regarded as a failure to fulfil an obligation and justifying the suspension or closure of the user account shall include:

- the non-observance of the registration terms and conditions; in particular, in the case that the registration terms and conditions are not /no longer being met, or the information provided by the Player is not or no longer accurate /truthful /complete /up-to-date.
- …
Those were not respected, so we have the total right to refuse the withdrawal.

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So I'm sorry, I tried, but their decision is final. If your story was credible you could have had a case, but looking at all the facts, I must agree with them.