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Subject: Unjustified confiscation of winnings (€2,628.64) - BlockBets

Description:

I hereby revoke the decision to void my winnings (€2,628.64) by BlockBets Casino. After meeting all wagering requirements, the system automatically converted my bonus funds to real money. This technical process typically occurs only after the system has verified that no rules (including betting limits) have been violated.

Despite this, my withdrawal request was canceled. The support team claims I violated the "maximum bet" rule but refuses to provide specific evidence, such as:

Specific site identifiers or timestamps of alleged violations.

The exact amounts of bets that allegedly exceeded the limit.

They only provided the game's name, which doesn't constitute proof. I strongly dispute this claim. If any violations were to occur, Bonus Engine should have flagged them or blocked the conversion to real money.

The casino is withholding my funds without providing transparency or evidence. I'm contacting CasinoGuru for assistance in restoring my balance and authorizing my withdrawal. I have screenshots of my balance and unclear responses from customer support as proof.

Temat: Nieuzasadniona konfiskata wygranych (2628,64 €) - BlockBets

Opis:

Odwołuję decyzję o anulowaniu mojej wygranej (2628,64 €) przez kasyno BlockBets. Po spełnieniu wszystkich warunków obrotu, system automatycznie zamienił moje środki bonusowe na saldo prawdziwych pieniędzy. Ten proces techniczny zazwyczaj następuje dopiero po zweryfikowaniu przez system, że nie doszło do naruszenia żadnych zasad (w tym limitów zakładów).

Mimo to mój wniosek o wypłatę został anulowany. Obsługa twierdzi, że naruszyłem zasadę „maksymalnego zakładu", ale odmawia przedstawienia konkretnych dowodów, takich jak:

Konkretne identyfikatory zakładów lub znaczniki czasu domniemanych naruszeń.

Dokładne kwoty zakładów, które rzekomo przekroczyły limit.

Podali jedynie nazwę gry, co nie stanowi dowodu. Zdecydowanie kwestionuję to twierdzenie. Gdyby doszło do jakiegokolwiek naruszenia, „Bonus Engine" powinien je oznaczyć lub zablokować konwersję na prawdziwe pieniądze.

Kasyno wstrzymuje moje środki bez zapewnienia przejrzystości i dowodów. Zwracam się do CasinoGuru o pomoc w przywróceniu salda i zatwierdzeniu wypłaty. Jako dowód posiadam zrzuty ekranu mojego salda i niejasne odpowiedzi działu obsługi klienta.

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 Nowaczek833,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Terms and Conditions of Blockbets Casino and I found this:

Bet Limits: The maximum bet amount allowed when wagering a bonus is $2. (Welcome Bonus Package: $5) 

Our position is closely explained in the Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Hello, I replied to Ms. Veronica's email address. Thank you. Best regards.

witam odpowiedziałem Pani Veronice na adres e-mail. Dziękuję pozdrawiam.

Thank you for your email.

Could you please also forward the email you received from the casino regarding the confiscation of your winnings?

I understand that you do not have access to your gaming history yet. Therefore, I kindly ask you to contact the casino’s customer support through email and request your complete gaming history in Excel format, covering the period from the moment you made the deposit and activated the bonus up to the moment you requested the withdrawal that was later confiscated.

Once you receive the file, please forward it to me. We will need to review your game log to determine whether the maximum bet rule may have been breached while the bonus was active.

Thank you in advance for your cooperation.

Hello, could you please give me the email address for Blockbets Casino that you use to contact them? Thank you.

witam to proszę podać mi adres email do tego kasyna blockbets przez ktory panstwo sie z nimi kontaktujà? Dziękuję

Hello, I requested a gaming history for a specific period and didn't receive it. My screenshot is the only sufficient proof. I can't contact Blockbets because when I log in, I'm taken to the Mojobetz casino, which has no history from previous Blockbets. Your response time is long, and you haven't received any responses from the casino. Have you contacted Blockbets at all? If so, how?

witam przecież prosilem o historie gry z danego okresu I nie otrzymalem moje screenshot to jedyny I wystarczajacy dowod. I nie mam mozliwosc kontaktu z blockbets bo logując sie tam znajduje sie w kasynie Mojobetz w ktory nie ma zadnej histori z poprzedniego blockbets. Czas odpowiedzi jest dlugi u panstwa I bez zadnych odpowiedzi od kasyna kontaktowali sie panstwo wogole z blockbets? Jak tak to w jaki sposoʻb?

please log in with the same details as blockbets, it is automatically located in this casino as in the picture.

prosze logujac sie na te same dane co blockbets automatycznie znajduje sie w tym kasynie jak na zdjeciu.

Hello, it's been two weeks and nothing has happened. If the complaint is too complicated, just say so and maybe they'll help somewhere else, or at least contact someone. I see you don't even know that Blockbets changed its name to Mojobetz, resetting all gaming and deposit history. Everything should have been done automatically, so this is illegal and I simply can't prove anything more.

Witam mija dwa tygodnie I nic sie nie ruszylo nawet. Jak zbyt trudna skarga to wystarczy powiedziec I gdzie indziej moze pomoga a przynajmniej sie skontaktuja z kims bo widze ze wy nawet nie wiecie ze Blockbets zmienilo nazwe na Mojobetz zerujac cala historie gier I depozytow a powinno wszystko przejść automatycznie wiec ten fakt juz jest nie zgodny z prawem I nie mam mozliwosci nic wiecej udowodnic poprostu.

I sincerely apologize for the delay in my response. We are currently managing over 1,200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. Please note that we operate with a 7-day response window for each complaint and will always get back to you as soon as possible. Thank you for your patience and understanding.

• Am I correct in understanding that you were able to log into Mojobetz Casino using the same credentials as for Blockbets Casino, even though you never created an account there?
• Have you contacted customer support to ask whether the casino has rebranded or changed its name?
• When was the last time you were able to successfully log into your original Blockbets Casino account?

Hello, I'll find the email from Blockbets in a moment and record how the login process works.

witam za chwile znajde email od blockbets I nagram jak. Wyglada logowanie

Hello, exactly. When I log in to Blockbets, I'm in Mojobetz. Blockbets simply changed its name to Mojobetz, but they haven't transferred any of my account history.

witam dokladnie tak logujac sie na blockbets znajduje sie w mojobetz. Poprostu blockbets zmienilo nazwe na mojobetz ale zadnej histori nie przeniesli z mojego konta

Hello Nowaczek833,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, could you please provide me with a way to contact Blockbets Casino? I urgently need to contact them, but I don't know how. Thank you, and I'd appreciate your quick help and contact information for Blockbets Casino. Best regards.

witam bardzo prosze o udostepnienie mi formy tego stalego kontaktu Pani z kasynem Blockbets? Pilnie potrzebuje tez z nimi kontakt a nie wiem jak. Dziękuję I prosze o szybką pomoc I namiary do kontaktu z kasynem Blockbets. Pozdrawiam.

Hello, it's been two weeks, and it was supposed to be 7 days. Things are going a bit poorly for you. Time flies, and there's no information. Thank you. Best regards.

witam to juz dwa tygodnie minęło a miało być 7 dni. Troszkę słabo to wszystko wam idzie czas leci a żadnej informacji. Dziękuję pozdrawiam

Dear Nowaczek833,

Thank you for your patience, and I sincerely apologize for the delayed reply.

I would like to inform you that I will be taking over your complaint from my colleague Veronika, who is currently unable to continue handling cases due to illness. I will do my best to assist you and move your case forward as efficiently as possible.

Regarding your request for contact details for the casino, I would like to let you know that we previously had one email address for this operator. However, when I attempted to reach out using that contact, the message was unfortunately returned as undelivered. This makes the situation more complicated, but I will continue trying to find an alternative way to contact them.

I also sincerely apologize for the delay in communication on our side. We are currently managing over 1,400 active complaints (already). While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. Please note that we operate with a 7-day response window for each complaint, and we always aim to get back to you as soon as possible. Your patience and understanding are greatly appreciated.

In the meantime, I would like to kindly ask you to forward any additional information, communication with the casino, or relevant evidence you may have to my email address at [email protected]. This will help me investigate your case more thoroughly.

Thank you in advance for your cooperation.

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

Hello, I have already sent all the evidence I had and Blockbets changed its name to Mojobetz and my account was transferred there, but without any history.

witam to wszystko co miałem jako dowody to wysłałem juz wcześniej i Blockbets zmieniło nazwę na Mojobetz i przeniesione mam tam konto tylko ze bez żadnej histori.

Hi Nowaczek833,

I would like to kindly ask you to clarify one important point. Could you please let me know how you were informed about the transfer of your account from Blockbets to Mojobetz? For example, did you receive any official email notification or communication from the casino regarding this change?

If possible, please also share any supporting evidence (such as emails or screenshots) confirming that your account was transferred ([email protected])

If this information is confirmed, we will proceed with switching your complaint to Mojobetz Casino so we can continue the investigation accordingly.

Thank you in advance.

Hello, I don't remember if I received any information, I'm sending an e-mail with a recording of the screen that is visible when I enter the e-mail from blockbets, press log in and it's in mojobetz.

witam nie pamiętam juz czy dostałem jakaś informacjie wysylam na e-mail nagrywanie ekranu na który widoczne jest jak wchodzę w e-mail od blockbets wciskam zaloguj sie i znajduje sie w mojobetz.

Hi Nowaczek833,

Thank you for your message and for sharing the recording.

Based on the information provided, I have now switched your complaint to Mojobetz Casino so we can continue the investigation with the correct operator.

I understand that your game history is currently not visible in your account. However, this information is crucial for us to properly assess your case. Without the game history, we do not have solid evidence to confirm whether the maximum bet rule was or was not breached during your gameplay.

• Therefore, I would kindly ask you to contact Mojobetz Casino directly and request your full game history from them. If you receive it, please forward it to us so we can continue the review.

Thank you in advance.

in. I sent everything I had to the email, I have nothing more. I never received my game history, and now there is no history on mojobetz, not even of my deposit from that casino.

w. Wysłałem na e-mail wszystko co miałem nic więcej nie mam. A histori gry nigdy nie otrzymałem a teraz na mojobetz nie ma żadnej histori nawet mojej wpłaty z tamtego kasyna.

Hi Nowaczek833,

Thank you for your message and for sharing everything you had available — I truly appreciate your effort.

I would like to be fully transparent with you so we can set the right expectations moving forward.

At this stage, it may be very difficult to obtain any further evidence regarding your gameplay. The original casino (BlockBets) appears to no longer operate in its original form, and Mojobetz does not currently show any historical data from that period.

Because of this, we are not able to verify whether the maximum bet rule was actually breached or not, which is a key part of your case.

That said, the next crucial step will be understanding how exactly these two casinos are related. If we can confirm that Mojobetz is effectively a continuation, rebrand, or directly linked operator of BlockBets, then they may still be responsible for providing your game history or clarifying what happened with your account.

This point will be decisive for how we proceed further.

For now, we will keep the complaint open and continue investigating this connection. I just wanted to be honest with you about the current situation so you know what to expect.

If you manage to obtain any additional information (emails, confirmations, or anything showing the connection between BlockBets and Mojobetz), please let me know — it could significantly help your case.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck.

In HG. Hello, I don't understand why this whole charade has been going on for over a month. It's normal that I don't have a game history, people. That's why I wrote to you that I don't, and I can't get any logic. There's no need to waste a month on what's obvious. And it's probably also certain that Mojobetz is the former Blockbets, since I log in to Blockbets and automatically end up in Mojobetz with the same details where I never created an account. They simply transferred my account without any history, which is illegal, and that's the problem, and that's why I asked for help. And you're wondering if Blockbets and Mojobetz are connected. I don't believe it's normal, it's a joke. Anyone can get a game history and see the error. If that were the case, the funds wouldn't be transferred to your real balance and wouldn't be withdrawable. Maybe you should stop with this, which you have absolutely no idea about, because you're not helping, you're just wasting your time. Thank you very much, have a nice evening, good luck...

w hg. Witam nie rozumiem po co ta cala szopka ponad miesiąc z państwa strony przeciez normalne ze nie mam histori gry ludzie po to do was pisalem ze nie mam I nie mogę jej otrzymać troche logiki. Nie trzeba tracić miesiąca na to co jest oczywiste. A ze mojobetz to dawny blockbets chyba też jest pewne skoro loguje sie na blockbets i z automatu znajduje sie w mojobetz na te same dane gdzie nigdy nie zakładałem konta poprostu przenieśli moje konto bez żadnej histori co nie jest zgodne z prawem i w tym problem jest i po to prosiłem o pomoc. A wy zastanawiacie sie czy blockbets i mojobetz jest powiązane nie wieże normalnie to jakiś zart naprawde.. dostać historie gry i zobaczyć błąd to kazdy potrafi. Jak by tak było to by środki nie trafiły na saldo rzeczywiste I by nie byly możliwe do wypłaty.. Moze dajcie sobie spokój z tym o czym nie macie kompletnie pojęcia bo nie pomagacie tylko zabieracie czas bez sensu. Dziękuję bardzo miłego wieczoru życzę powodzenia...

Dear Nowaczek833,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Mojobetz Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo