Blaze Casino - Player’s bonus winnings have been voided.

Com 80 reais de bônus consegui acertar jogadas no double e subi para 300, estava sem vontade de jogar e iria excluir o bônus mas decidi testar se era possível jogar nos slots, foi ai que testei jogadas de 1 real no gates of olympus, como funcionou normalmente sem nenhum aviso, decidi comprar rodadas gratis de 100 reais, comprei 3 e na terceira vez recebi os ganhos de 5000 reais, mas para tornar esse dinheiro real era preciso apostar 4000 reais.. passei a jogar no double com apostas de 25 e cheguei a 7000 e transformei em dinheiro real, coloquei pra saque e depois de 1 dia inteiro o dinheiro não havia caido, recebi em meu email que eu havia "fraudado" o bonus por conta das 3 apostas de 100 reais no gates of olympus, que ultrapassam o limite de 25 reais , porém isso só aconteceu por conta da plataforma da blaze que NÃO LIMITA as apostas dentro dos slots, após receber esse email tive meu bonus cancelado e retirado da conta, também tive a conta banida. Não recomendo essa casa de apostas por conta disso, tenho um grupo com mais de 20 pessoas que passaram pela mesma situação, muito dinheiro perdido com esse bônus que é dado e não é pago.

Dear rafhagunz,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„The maximum bet with bonus money is €5 or the equivalent in your local currency. Any attempt to circumvent the €5 maximum bet is strictly prohibited.

...

€5 is the maximum bet allowed when playing with bonus money. If, after gameplay is reviewed, Blaze finds that a player is in breach of this condition, their bonus and winnings will be forfeit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Obrigado pela resposta Petronela, o que me deixa extremamente desapontado é a conduta da blaze sobre os jogadores que caem no erro induzidos pela própria plataforma, pois a mesma não coloca um limite máximo de aposta, e deixa a culpa totalmente para o jogador nos deixando sem respaldo algum, sendo que o erro é da plataforma em não limitar as apostas, creio que esses casos deveriam ser analisados de outra forma, pois varios jogadores estão passando por essa mesma situação e estão sendo tratados como ladrões.

I understand your frustration, rafhagunz. Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Dear rafhagunz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Infelizmente não é possível te encaminhar pois fui banido, não tenho acesso a conta.

Também já desisti dessa casa de apostas, simplesmente não se importam com o apostador, por causa de um problema no site deles eles baniram milhares de jogadores e vai ficar por isso mesmo.

Thank you, rafhagunz, for the update. Could you please advise if the original bonus was a free one or if you deposited real money to activate it?

Depositei 80 reais e recebi 80 de bônus, no final de tudo isso sai no prejuízo.

I understand. We believe that each case should be judged individually and casinos should consider that a regular player can make a genuine mistake and place a few bets that are greater than the allowed ones. On the other hand, we also understand that casinos try to protect themselves from bonus abusers and the maximum bet rule is a tool to do so. However, there is a difference between players who knowingly breach this rule and players who've done it by mistake.

Could you please advise, rafhagunz, if you still wish to continue in this case?

Eu sinceramente gostaria que a empresa no mínimo, reativasse minha conta com o saldo de R$300,00 em b´ônus, pois se eu não podia apostar mais de 100 reais, essas apostas deviam ter sido canceladas, em momento algum eu fiz de propósito essas jogadas acima do limite, pois eu acreditava que caso tentasse passar do limite o jogo deveria impedir o usuário, o que não acontece, levando vários usuários a serem banidos e na maioria das vezes sem nem saber o motivo pois também não fica claro que deve ser jogado apenas abaixo do limite de 5 euros por apostas, essa empresa acabou com minha vida pois estava em um momento muito difícil e fui completamente iludido com esse dinheiro de 7000 de bonus, passei 2 dias focado jogando aposta por aposta de 25 em 25 reais para conseguir converter o dinheiro de bonûs em real, e quando finalmente consegui sacar descobri que 3 apostas inicias que eu fiz no SLOT, de 100 reais cada, anulariam todo o bonus.

Hello rafhagunz,

I am sorry to hear about your troubles.

Could you please describe which bonus feature you bought for 100 BRL?

I believe that the casino identified this as a single bet which was above €5.

Dear rafhagunz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear rafhagunz,

I really would like to help you, but it is impossible without cooperation from your side.

Unfortunately, I must reject your complaint.

Please know that you can reopen the case anytime.

We’ve reopened this complaint at the request of rafhagunz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear rafhagunz,

You wrote that for 100 BRL, you got 15 spins on the game: Gate of Olympus.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the rafhagunz's game log and confirm that that was a reason for voiding his winnings?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

We’ve reopened this complaint at the request of Blaze Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Rafhagunz,

Thank you for contacting the Blaze Support Team.

At Blaze.com, we value the trust our customers place in us and strive to provide a hassle-free and secure user experience. It is critical to clarify that Blaze.com does not prevent customers from withdrawing their balances. Our customers have the right to access their money and withdraw it whenever they need it, as per the terms and conditions agreed upon when they register. However, as a responsible and regulated company, Blaze.com is committed to maintaining strict standards to prevent financial crimes such as money laundering and fraud. Consequently, there are instances where withdrawals may be reviewed to ensure compliance with anti-money laundering regulations and other relevant rules.

For example, in cases where suspicious activity is detected, such as sudden withdrawals of large sums or irregular betting patterns, our

security may temporarily suspend a withdrawal to carry out necessary checks. This process is essential to protecting both our platform and our users from potential fraudulent activity. Also, if there is evidence of third-party deposits (when someone other than the account holder attempts to deposit funds), or if, upon verification, we discover a fraudulent identity and/or incorrect account information (which is strictly illegal and against our terms of service), we are required by law to block these withdrawals.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Respectfully,

Blaze Support Team

Gostaria que cumprissem com o que dizem apenas, pois a 9 meses atrás vocês me enganaram, após realizar minhas apostas com saldo bônus no jogo "Gate of Olympus" não fui informado que havia um limite de aposta, sendo assim o dinheiro ganhado na aposta deveria ter sido pago pois não foi um erro meu, vocês decidiram simplesmente banir minha conta, zerar meu saldo e simplesmente fingir que eu não existia mais, não da pra confiar numa empresa assim.

Hello,

Thank you for contacting the Blaze Support Team.

Your registration and stay on the site means that you have read and agreed to our terms. Unfortunately, withdrawal cancellation is irreversible.

Blaze Support Team

Espero que a justiça acabe com vocês um dia.

Dear Blaze casino representative,

so far you didn't provide any evidence regarding this case. Could you please be more specific?

Just explaining part of the rules and how they work isn't enough. Very handy will be the player game log and explanation where he did something what is against the terms.

Hello,

Thank you for contacting the Blaze Support Team.

Irregular bets above the allowed amount were found.

When this occurs, the withdrawal from these bets is canceled.

We regret what happened, but we reiterate that there were no errors in the verification of the withdrawal.

Due to private information, we send the record of these irregular rounds via email linked to the customer's account.

Once again, we apologize for what happened, but the withdrawal cancellation and the account closure are irreversible.

If you have any further questions about this, or any other matter, just reply to this message.

Blaze Support Team

Deveriam era devolver o dinheiro que foi ganhado nessa aposta, nunca vi uma coisa dessa, somente por que foi acima do valor de aposta permitido vocês simplesmente excluem todo saldo da minha conta e realizam o banimento permanente, sem nem ao menos se importar em verificar que NÃO EXISTE DENTRO DA PLATAFORMA UM LIMITE QUE IMPEÇA O USUÁRIO DE APOSTAR MAIS QUE 25 REAIS. Então se alguém simplesmente faz uma aposta errada mesmo que sem querer, é banido e tem seu saldo zerado sem poder recorrer a nada e nem ninguém.

Ariano (Blaze)

14 de jul. de 2023, 17:54 GMT+2

Olá Rafhael,

Obrigado por contatar a Equipe de Suporte da Blaze.

Seu saque foi cancelado, pois você recebeu uma transferência de saldo bônus convertido em saldo real na data mostrada abaixo, veja:

2022-10-13 14:1955123077947bonus_transfer BRLreal7068.3079R$7068.3079 

O valor do saque bloqueado em sua conta foi identificado no sistema como proveniente de apostas irregulares com saldo bônus, anteriormente usado em apostas abusivas, ou seja, acima do limite permitido pela plataforma. A aposta com saldo bônus deve ser no máximo de 25 reais, como estipulado nos nossos termos de uso. Veja exemplos de apostas irregulares em sua conta:

2022-10-12 22:18   54955741436  game_provider_bet  BRL  bonus  -100.0000  R$42.0537  R$0.0000  R$42.0537

2022-10-12 22:16   54955092505  game_provider_bet  BRL  bonus  -100.0000  R$109.9037  R$0.0000  R$109.9037

2022-10-12 22:15   54954776180  game_provider_bet  BRL  bonus  -100.0000  R$200.0037  R$0.0000  R$200.0037

(Transações com horário GMT -3 horas para o horário de Brasília).

Nos casos de apostas bônus irregulares: Conforme descrito em nossos termos de bônus (https://blaze.com/pt/bonus-terms), "A aposta máxima com dinheiro de bônus é de € 5 ou o equivalente na sua moeda local. Qualquer tentativa de contornar a aposta máxima de € 5 é estritamente proibida. (...) Se, após a análise do jogo, Blaze descobrir que um jogador violou esta condição, seus bônus e ganhos serão perdidos."

Caso tenha mais alguma dúvida sobre esse, ou outro assunto, basta responder a essa mensagem.

Não hesite em nos contatar. Estamos aqui para ajudá-lo!

Alex

Equipe de Suporte da Blaze

Sem contar que foram compradas 10 rodadas com 100 reais, sendo assim cada aposta não ultrapassa o valor limite de 25 reais, dessa forma não foi infringido nenhuma regra, o valor deveria ter sido pago.

Hello,

Thank you for contacting the Blaze Support Team.

Bets were placed with bonus money as shown above. Bets made with paid rounds, are registered as bets with real money, once that are rounds that you bought. The bonus bets are made with extra money that the platform provides in order to have you more chances to play on our website.

In order to provide a fair game for all players, these bets cannot be over 25 BRL, according to our terms.

We are very sorry for the situation, however regardless of your intention, unfortunately, the terms of the site were violated. The money will not be returned because before using your bonus balance, the real balance needs to be wagered. And stakes are non-refundable as they are consumed immediately at the time of the bet.

It is extremely serious when the rules of our terms are not respected and any profit from this will be owed to Blaze. At the time of registration, the terms must be read and agreed so that situations like this do not happen. The bet with bonus balance must be a maximum of 25 reais, as stipulated in our terms of use https://blaze.com/pt/bonus-terms .

Your deposit has already been wagered in full. The bonus balance is a way for the customer to continue their bets when they have no balance on their deposit. We do not take ownership of your deposit, in fact, you staked it in full. In that case, there is no refund.

If you have any further questions about this, or any other matter, just reply to this message.

Blaze Support Team

Obrigado por assumirem que o montante de 7000 reais está em posse da blaze.com, mesmo que proveniente de uma aposta irregular, isso só mostra como nós estamos sendo roubados, pois se vocês recebem esse valor, estão automaticamente roubando os clientes.

Dear Blaze casino representative,

I have checked the terms and conditions, and I didn't find the information prohibiting using game features while playing with the bonus. Also, if the player used 100BRL to buy ten spins, technically, the bet size is 10BRL/round, which not breaches the terms. If the player knew that he was buying ten free spins for 100BRL, he had no knowledge that this would be considered a single bet in the game log.

If this is the only reason his winnings were voided, it was done on the wrong assumption, and the winnings should be paid.

Hello,

Thank you for contacting the Blaze Support Team.

According to Term number 7 in our Terms of Service found at https://blaze.com/bonus-terms

"The maximum bet with bonus money is €5 or the equivalent in your local currency. Any attempt to circumvent the €5 maximum bet is strictly prohibited."

The spins that the user bought are not related to bonus bets.

Blaze.com will never, under any circumstances, remove customers' balances or cancel their bonuses unless the funds were obtained through fraudulent behavior on our platform. For full bonus terms and conditions, see https://blaze.com/en/bonus-terms. These measures are not designed to inconvenience our customers, but rather to protect them and maintain the integrity of our platform. We understand that these security checks can cause some delay, but they are a crucial part of our commitment to maintaining a safe, fair, and transparent gaming environment. Our aim is always to process withdrawals as quickly as possible, and any user experiencing issues or delays is encouraged to contact our customer support team for assistance.

Our team is available to ensure that all issues are resolved quickly and to your satisfaction. In conclusion, while Blaze.com does not prevent customers from withdrawing their balances, we have the necessary protocols in place to ensure that all transactions are carried out in a safe, legal, and responsible environment.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Alex

Blaze Support Team

Agradeço a atenção do casino guru mas isso aqui infelizmente não vai ser resolvido pela Blaze.com, além do mais eles só responderam agora depois de 6 meses sem respostas pra tentarem reerguer a reputação da empresa após milhares de acusações de golpes, contas banidas e dinheiro sumindo da conta dos clientes.

Dear Blaze casino representative,

To clarify, it seems that you are suggesting that the 100BRL bets were not made for purchasing the game feature, but rather as regular bets in a specific game. In order to verify this, could you kindly provide us with the game log of the player? This will allow us to investigate further.

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.

Your withdrawal was cancelled, as you received a bonus balance transfer converted into a real balance on the date shown below, see:

2022-10-13 14:19 55123077947 bonus_transfer BRLreal7068.3079R$7068.3079

The withdrawal amount blocked in your account was identified in the system as coming from irregular bets with a bonus balance, previously used in abusive bets, that is, above the limit allowed by the platform. The bet with bonus balance must be a maximum of 25 reais, as stipulated in our terms of use. See examples of irregular bets on your account:

2022-10-12 22:18 54955741436 game_provider_bet BRL bonus -100.0000 R$42.0537 R$0.0000 R$42.0537

2022-10-12 22:16 54955092505 game_provider_bet BRL bonus -100.0000 R$109.9037 R$0.0000 R$109.9037

2022-10-12 22:15 54954776180 game_provider_bet BRL bonus -100.0000 R$200.0037 R$0.0000 R$200.0037

(Transactions with GMT time -3 hours for Brasilia time).

Dear Blaze casino representative,

I emailed you a follow-up question regarding the last statement and our point of view on the situation.

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.

Apologies for the delay.

I have been informed by the casino that the mentioned rounds are not part of the bonus feature. Instead, they are regular rounds that violated the maximum bet rule.

Dear rafhagunz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.