Blaze Casino - Player’s account has been closed and funds are missing.

Dear Sir/Madam,

I have an account on Blaze, and I am a gold member. I had R$12,000 in my account. I went to place a R$20 bet on a game, and suddenly, my R$12,000 turned into R$20. I contacted support, but they said they couldn't help me. Someone might have played on another account, but how? I checked my registration, and everything was fine. Suddenly, my account was closed. There may be people inside the house doing something, while my money was disappearing. I was playing logged into another game, and as far as I know, it's not possible to access the platform on two phones. Please help me, it’s unacceptable, what should I do? Should I file a police report against the house? Could you provide me with the CNPJ?

Note: The person who assisted me in support seemed to know something since they said they couldn’t help! Their name was Kei!

Thank you,

Regards,

Ruan

Dear romeritoxp32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blaze Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your R$12000 balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your balance with the help of a bonus? 
• Could you please share with me your conversation with the casino regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas