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

Tomas,

I have a gold account from 2022, the account was closed after the value of my account disappeared

I knew that my account was blocked because I was in support, suddenly the account logged out, when I tried to relogin they sent a message, this account was closed (I have the prints)

I accumulated this amount for sweet bonanza without any kind of bonus

After several conversations with support outside my account, I was able to redeem it with zero value, I am sending the prints to your email about what they passed me!

Attn;

Ruan

Thanks for your email.

One of the screenshots you provided was the conversation with support in which it seems you requested to close your account.

Have ou requested your account to be closed yourself?

I wasn't the one who requested the closure,

Support sent me the conversation afterwards and said it was done from another IP address, not the one I was logged into

So I've always asked the same questions, which they don't answer,

Since I opened my account my password has never been changed, and I play almost every day.

My accounts at betano, melbet, leovegas are normal, with money in the account

The very day I won the money, this happened?

Blaze has access to logged-in IPS, they know that the bets were not placed by me.

What's the point of someone logging in and playing random games just to zero out my bankroll?

Unfortunately, the house has security or credibility problems, so how am I going to place my bets in a place like this?

Thank you very much, romeritoxp32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi romeritoxp32,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Blaze Casino to the conversation to participate in the resolution of this complaint.

Hi romeritoxp32,

Thank you very much for submitting your complaint.

Unfortunately, we do not offer refunds for placed bets. You can review all bets, deposits, withdrawals, winnings, and losses by accessing your account at https://blaze-1.com/pt/account/transactions.

The system does not place bets automatically, and all bets were made until your balance reached its current amount.

If you were not responsible for the bets, this indicates that someone with access to your account made them.

In this case, we cannot process a refund, as the bets were placed and correctly processed according to our system.

We would also like to highlight the terms of service you agreed to when registering your account:

5.6: By making a deposit, you confirm that all deposits are authorized and you will not attempt to reverse them or take any action that would cause the payment to be refunded, in order to avoid any legitimate liability.

6.10: Our products are consumed instantly during gameplay. Therefore, we do not provide refunds, money returns, or service cancellations once the game has begun. Any real-money gameplay will immediately withdraw funds from your account.

Lastly, please note that you are responsible for the security of your account. It is your responsibility to ensure the protection of your login details.

We will be registering your case, and if any inconsistencies are found, the necessary actions will be taken. However, we cannot provide an estimated timeframe for resolution at this moment. We kindly ask that you wait as the process is underway.

Thank you for your understanding.

If you have any doubt or if there is anything else we can do for you, don't hesitate to answer this message.

We're here to help you!

Best Regards,

Alex

Blaze Support Team.

Dear Alex,

Thank you for your reply. Could you please forward the player's game logs (with times when they logged into their account) and game history to my email address (peter.m@casino.guru)?

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.

Hi everyone,

We would like to reassure you that no one from Blaze has accessed or stolen funds from your account.

The account was temporarily closed by one of our representatives after you mentioned that the funds were spent without your authorization.

To protect your account, we closed it to ensure that any unauthorized users would be logged out. We advised you to change both your password and email in order to reopen the account.

Additionally, we generally do not provide external files containing user information. Since the information here appears publicly, we kindly request your email address so we can send the relevant details securely and privately.

We appreciate your understanding and cooperation. Please don’t hesitate to reach out if you have any further questions or need additional assistance. We are here to help!

Best regards,

Alex

Blaze Support Team

Dear Alex,

Please send the requested data to the email address stated in my previous post (peter.m@casino.guru).

Hi there,

Sorry for the delay.

Information was already sent to the provided e-mail address.

Let me know if you have received it and in case you need anything else.

Best Regards,

Ariane.

Good morning dear,

Please note that as a client I ask you to cancel matches not played by me and return the embezzled amounts, the question of suspicion arises when after a win my bankroll was zeroed, the amount was not withdrawn, so it is not a question of a hacked account, let's wait for Peter's analysis!

Thank you!

Hi all,

Thank you for your replies.

Dear Ariane,

I've sent you additional questions by email.