The player from Peru had been frustrated because, despite various attempts and methods, his withdrawal requests continually returned to his account. He had not received helpful assistance from live support, who merely encouraged patience. After reviewing the case, we had attempted to engage Blaze Casino to resolve the player's issue. Unfortunately, despite extending the response time, the casino did not respond to the complaint, leading to its closure as 'unresolved.' However, the complaint was later reopened upon the casino's request. The casino clarified that it did not prevent withdrawals but may have temporarily suspended them for security checks, and the player's withdrawal was eventually processed successfully on January 31, 2024. The complaint was then closed as rejected since the player didn't confirm that they received the winnings.
Blaze Casino - Player's struggling to withdraw his winnings.
Amount: 700 S/.
Blaze Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Good evening, I have been trying to withdraw money from my account since December 8th to two different bank accounts, I have tried everything that the support has told me and so far I have not found a solution. The live support just tells me to wait and does not help with the case. Each time I try to withdraw the money, it returns to my account after 2 days. I have tried different browsers, in incognito mode, resetting browsers, two different bank accounts, different small amounts, half and the whole amount, and nothing works. I hope you can help me with this case. I am attaching evidence of the last withdrawal attempt on 01/24/17, I also have other evidence in screenshots. Thank you very much in advance.
712/5000
Dear jefersony,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
Very good afternoon Cristina. I answer your questions.
I never made any withdrawals, since I tried it it failed.
I already did the KYC verification.
The profit was with a top-up of money that I made.
Thanks for your attention.
Thank you very much for your reply, jefersony. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hello Kristian, sorry for the delay, I attach the screenshots of the reports that I made through the live chat and by email, it should be noted that there were many more from the live chat, but these are the ones that I was able to capture.
I hope you can help me. I sent everything together by email and by this means I am sending it in 3 messages, since it only allows me to send 5 images per message.
From already thank you very much
Greetings
1st part.
3rd part
Thank you very much, jefersony, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
Hello jefersony,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Blaze Casino to join the conversation and participate in the resolution of this complaint.
Dear Blaze Casino,
Can you please explain why the player's withdrawals are getting returned to the balance?
Thank you.
Kind regards,
Tomas
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.
We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.
We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Email from the Casino:
At Blaze.com, the trust our customers place in us is of utmost importance. We are committed to providing a secure and seamless experience for all our users. It is crucial to clarify that Blaze.com never prevents customers from withdrawing their balances. Our users have the right to access and withdraw their money whenever they wish, in accordance with the terms and conditions agreed upon at registration.
As a responsible and regulated company, Blaze.com adheres to strict security measures to prevent financial crimes such as money laundering and fraud. This means that, in some cases, it may be necessary to review and analyze withdrawals to ensure compliance with relevant laws and regulations. For example, if suspicious activities are detected, such as sudden large withdrawals or irregular betting patterns, our security team may temporarily suspend a withdrawal to carry out the necessary checks. This process is essential to protect both our platform and our users from potential fraudulent activities, and in some cases, it may take longer than expected.
User contacted us on December 9 about an issue regarding unjustified withdrawals. We want to inform you that the money was returned to the user's Blaze account, and our intermediary did not provide a reason for the return. Since then, we have requested further information from the payment provider, but we have not yet received a concrete response. However, on January 31, 2024, the withdrawal was successfully processed following our efforts to validate the transaction. We sincerely apologize for the inconvenience and assure you that we are working diligently to prevent similar situations in the future.
We appreciate the understanding and patience of everyone involved as we continue to improve our processes to provide the best possible service. If you have any questions or need assistance, our support team is always available to help.
Thank you very much, Blaze Casino Team, for getting back to us.
Dear jefersony,
Could you please advise if you have received your winnings already?
Thank you.
Dear jefersony,
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.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
