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

I used to play normally at blaze, sometimes I cashed out in less than a minute per pix, until I won this larger amount, I finished the rollover or wagger without even using the bonus amount, because real money is used first, it was a deposit of 300 brl with 100% bonus, I've read all the rules and there's nothing irregular, I made a regular bet as usual, so I made a withdrawal of 5200 reais after 24 hours they returned the amount to my account and asked for the documents for verification, I sent them, they accepted the other day, then I went to the chat, they said everything was fine with my account and I could withdraw, so I requested a withdrawal of 290 brl to see if a smaller amount falls, they didn't pay, so I left the withdrawal in the queue and made another one of 5500 brl and I had 2 pending withdrawals, and I continued to bet what was left, when I went to sleep I had 700 reais left plus the 2 pending withdrawals, but when I woke up I had 0 in my account and I had more withdrawals pending, then in the email I saw that said they withdrew the funds won c om bonus, I think they acted in bad faith and waited for me to lose, as I didn't lose, they tried to stop me in 2 different ways, I would like your help please, I've been playing casino for almost 10 years and I've never felt so let down, until 300 My deposit was taken. and the worst part is that the chat guy said he can't tell me why.

Dear endergamer0330,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your bonus history to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Good afternoon, thank you for your response and attention to my case. To answer the questions, I'll paste the email they sent me.

We regret to inform you that one or more of your bonuses were found to be invalid, real money winnings derived from this bonus have been removed from your Blaze account.

You can continue to play on your Blaze account without any restrictions, this is just a warning.

However, in the event that the Blaze Bonus Fraud department removes another of your bonuses for breaching the Bonus Terms and Conditions, your account will be permanently closed.

We suggest that you familiarize yourself with the Bonus Terms and Conditions so that we can provide a fair and equal gaming experience for all our players.

If you need it, contact us via chat so that we can help you more quickly.

they sent this and after I answered their email, they blocked my account right there saying they wouldn't do it, now I don't have access to my history anymore,

while the bonus was a 100% deposit bonus, it was not a welcome bonus, it was a bonus they give sometimes.

oh now they answered something else after I replied to their email, they said they mistakenly credited money to my account and I didn't warn them, but that's a lie, I won the money betting, they're going to a third different excuse for not paying me if check the email they sent last.

Money was wrongly credited and used/attempted to withdraw instead of letting us know.

4.2. If Blaze mistakenly credits your account with winnings that do not belong to you, whether due to technical or human error or otherwise, the amount will remain the property of Blaze and the amount will be deducted from your account. If before Blaze becomes aware of the error you withdraw funds that do not belong to you, without prejudice to other remedies and actions that may be available at law, the amount erroneously paid will constitute a debt owed to you by Blaze. In the event of an incorrect credit, you are required to notify Blaze immediately.

In cases of irregular bonus bets: As described in our bonus terms ( https://blaze.com/en/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. (...) If, after reviewing the game, Blaze finds that a player has violated this condition, his bonuses and winnings will be forfeited."

Sandro

notice that they say something about me betting the highest amount allowed with the bonus balance, but I bet bigger amounts only with my real balance, and not with the bonus, I knew exactly what I was doing because I knew about this rule.

thanks in advance, please help me

Thank you very much, endergamer0330, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello endergamer0330.

I am sorry to hear about your troubles.

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

Please explain to us what happened and why was endergamer0330's balance voided.

I used to withdraw normally in less than 1 minute on blaze, but this time I won more, so they tried to cancel the withdrawal, asking for verification, I checked, the documents were accepted, then I received an email, saying that I had defrauded the bonus amount by betting a greater amount than allowed, . however I didn't bet a bigger amount with the bonus balance, but with my real money, you can check it in the history, I know the rules, I read and reread everything, everything was correct, I explained by email, they had no alternative not to pay me, they sent an email with the third excuse saying that they deposited the balance wrongly in my account, but they didn't deposit the balance, I won the money betting a lot, I do this every day, and I clearly see that they acted in bad faith, it's already the third excuse then, I have channels about online casino on several platforms and where I discussed with the members, everyone was amazed by blaze's posture, until after they sent me this email they closed my account, I believe that blaze's damage did not pay me the my money, is immensely greater than the amount I won, being quite honest, if I were blaze I would pay me, in addition to not paying me, they still blocked my account and they didn't even talk about returning my deposit, I thought it was big shit , I family ia and friends for now we migrated to other sites and I'm making a point of telling all channels what happened, so please blaze, pay what's my right only 6490 brl, it's nothing for you, had you paid by now you would have recovered much more than that. thankful

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,

Hello endergamer0330.

Could you please confirm that you submitted your complaint to the regulator?

Dear endergamer0330,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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.

(we just need confirmation that the regulator received the complaint)