The player from Brazil had his balance confiscated due to accusations of breaching the max bet rule. After investigating the case further, we concluded that the request for a refund of the player's deposit was unjustified.
Blaze Casino - Player's winnings were confiscated.
Amount: 600 R$
Blaze Casino
Safety Index:Above averageSafety Index
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7.9
Blaze Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I know that casino.guru is a serious company, and it shouldn't even let a bookmaker with the worst rating in the advertisement here in the betting business, have a link to its name.
I made a deposit of 600 reais, I won 99, totaling 699.
I went to make the withdrawal, the money disappeared from my account and they claimed bonus fraud. Analyzing the complaint here, you can see that 40% of the complaints are about the same subject.
They send a copy and pasted email.
"The maximum bet with bonus money is €5 or the equivalent in your local currency. Any attempt to circumvent the maximum bet of €5 is strictly prohibited. (...) If, after analyzing the game, Blaze discovers that a player has violated this condition, his bonuses and winnings will be forfeited."
Clearly the terms and conditions state that your BONUS and WINNINGS will be forfeited, nothing about the stake was included. That is, if there was such a fraud, having made a bet of 600 reais, profiting 99 reais, Blaze by LEI, I would have to remove my BONUS and the 99 REAIS that was the amount won in the bet.
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1 year ago
Dear Ozapux,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
"7.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.
10.€ 5 é a aposta máxima permitida ao jogar com dinheiro de bônus. Se, após a análise do jogo, Blaze descobrir que um jogador violou esta condição, seus bônus e ganhos serão perdidos."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Good morning Tomas, please read the terms and conditions carefully, and read what I typed.
"7.The maximum bet with bonus money is €5 or the equivalent in your local currency. Any attempt to avoid the maximum bet of €5 is prevented.
10.€5 is the maximum bet allowed when playing with bonus money. If, after analyzing the game, Blaze discovers that a player has violated this condition, his winnings and winnings will be forfeited."
The terms and conditions say that "Any attempt to avoid the €5 maximum bet is precluded."
If any attempt were prevented, I wouldn't be here complaining, the platform doesn't have any locks so that the player doesn't exceed this limit, it simply lets it happen to steal people's money.
Clearly the terms and conditions say that the maximum bet with bonus money is 5EUROS, and if this limit is exceeded (it should not be exceeded if the house theoretically prevents it), my WINS AND BONUS will be lost.
Mind you, BONUS and WINNINGS, nothing about the bet amount. I made a deposit of 600 reais, had a GAIN of 99 reais, made the withdrawal and blaze removed ALL my balance, according to the terms and conditions of the company itself, what had to be done? remove my WINNINGS and BONUS.
But anyway, I'll send you screenshots of my account, and if you want to reinforce it, take a look at the first page of the advertisement here, this is happening to a lot of people.
It is good to emphasize that I am not asking for my winnings, I am asking for my DEPOSIT, no betting platform has the legal right to take possession of its customers' money, they do this because there is no regulation in Brazil.
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1 year ago
Translation
You are explaining that the bonus rules were broken for more than 8000 people, isn't it Carlos?
Those of you who are breaking the terms and conditions rules, I'll try to draw Carlos for you, if you can't understand, I suggest you go back to studying.
"7.The maximum bet with bonus money is €5 or the equivalent in your local currency. Any attempt to avoid the maximum bet of €5 is prevented.
"...ANY ATTEMPT TO AVOID THE MAXIMUM BET OF €5 IS PREVENTED"
According to term 7.A, the platform has an obligation to ensure that I do not bet more than €5, if by chance I and thousands of people who have the same problem managed to bet more than €5, this is a technical error platform, and apparently that bug hasn't been fixed to date, has it? Of course not, the terms and conditions give false security to the bettor that there is a limit, and let him do it, inducing people to the error to take possession of the deposit amount. If any attempt to go over the betting limit is prevented, how the hell did I and 8000+ people manage to go over that limit?
10.€5 is the maximum bet allowed when playing with bonus money. If, after reviewing the game, Blaze discovers that a player has violated this condition, his bonuses and winnings will be forfeited."
"...your bonuses and winnings will be forfeited."
Fundamental teaching interpretation, the difference in BONUS and GAINS between BALANCE and DEPOSIT is stark.
In NO part of their terms and conditions does it say that the platform can take ownership of the value of my Deposit. I'll tell you ahead of time Carlos, even if your terms and conditions change, I have them printed on the date of 03/06/23, if blaze changes these terms, I feel obliged to provide them to anyone who has been harmed by she.
How do you put people who don't have the MINIMUM of text interpretation to solve serious problems like this?
It clearly says that you can cancel my BONUS and WINS. You are taking possession of my deposit amount.
Now you say I have TWO accounts that belong to me? I may have logged into my account at work at some point, if someone there has a blaze account it doesn't mean the accounts are mine.
For you to say that I have more accounts, do you know that you are saying that I took cpf, bank accounts and documents from third parties? You know you're accusing me of a crime Carlos?
My coming here at casino guru is so that a serious company has no connection to a group that is STEALING its customers. What is mine, I will receive judicially from your payment facilitators.
If you want to continue this discussion, at least include a qualified person who has read the terms and conditions of the company you work for.
I also hope that people like you Carlos, who are aware of what your company is doing, and are colluding with this situation, pay together when everything falls apart.
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1 year ago
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Another addendum, Tomas from casino.guru, kindly ask you to modify the "case summary", it does not do justice to what happened.
"The Brazil player had his bonus winnings forfeited due to allegations of breaching the maximum bet rule."
I am not here to retrieve my forfeited bonus winnings, I am here for the amount of my deposit, I want this to be clear, blaze has taken ownership of MY DEPOSIT AMOUNT.
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1 year ago
Thanks to both parties for your replies.
Dear Ozapux,
Please note that we are not against casinos confiscating the associated deposit if players breach bonus rules because otherwise, it would lead to the abuse of such policies.
Please understand that if the rule about the max bet was breached by you accidentally or otherwise, we will need more details about your gameplay while the bonus was in play, in order to argue in your favor. If you don't have access to your game history in your account, kindly request it from the casino and then forward it to my email at tomas@casino.guru
Enforcing the max bet rule via software is not a common practice yet. Due to it being a rule found in the majority of casinos, we accept the situation when casinos confiscate the balance when this particular rule is breached.
Do I understand correctly you claim you have opened only a single account in the casino?
I'll await your reply.
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1 year ago
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Tomas, the law is against any person or company appropriating other people's property, this is called ROBBING. What Blaze is doing to the Brazilian public is CRIME, Blaze just doesn't answer directly for what it's doing, because it doesn't have regulations within the country, otherwise it would have thousands of processes and would probably already be closed.
About the historical ones, I sent them on the 07/04th in the email: tomas@casino.guru
About the accounts, how can I open an account in the name of other people? this makes no sense, when you withdraw money from any bookmaker, including blaze, the withdrawal is only made to the account holder's bank account. Why would I put MY money into anyone else's account? As I said, if they had legal representation within that country, just the fact of accusing me of creating an account in someone else's name, this company would be sued for defamation and slander.
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1 year ago
Thank you for your message.
Please understand the game history is a record of all the bets and bet details you made in the casino in the form of a list or a table. In your email, this wasn't provided for us to review. If you are not able to obtain your game history from the casino, we'll attempt to obtain this information on your behalf.
If you broke casino rules the casino can in some cases confiscate your balance. Our opinion is that if the 'max bet' rule is breached repeatedly while the bonus is in play that is a clear violation of casino rules and we won't be able to help you in confronting the casino. In order to determine this we'll need to review your game history.
I understand this is frustrating to you, but kindly request the game history from the casino from the period when you played with the bonus if you wish us to help you with this issue. Please let me know about the result.
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1 year ago
Translation
Good morning Tomas, forgive me, I previously sent you the transaction history, I just sent the game history to your email.
As for the part where the casino "may" confiscate my balance, blaze.com's own terms and conditions disagree with this statement, as I already explained if the maximum bonus bet is exceeded, which should not happen, as the term 7.A, gives me the security that if by chance I do, this theoretically should be prevented by the platform, and that if by any chance this happens, my BONUS and WINS from this bonus, would be canceled as described in the terms and conditions:
10.€5 is the maximum bet allowed when playing with bonus money. If, after reviewing the game, Blaze discovers that a player has violated this condition, his bonuses and winnings will be forfeited."
Another thing that should be discussed, which apparently no one is seeing, this bet was made with BONUS, her EARNINGS should be BONUS, blaze confiscated my REAL BALANCE, not the bonuses.
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1 year ago
Dear Ozapux,
If you redeemed a bonus in the casino, the maximum bet rule needs to be followed usually up to the point the bonus wagering is complete or the balance is lost completely.
The bets on the screenshot seem to surpass 18 to 100 €. We would consider it a clear breach of the terms and conditions.
Please let me know if I overlooked any information, otherwise, I will be forced to reject your complaint as unjustified.
I'll await your reply.
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1 year ago
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Good morning Tomas, how are you?
let's go by parts, one more time.
The bonus rule must be followed until the bonus ends, otherwise the casino could remove the BONUS and WINS obtained through any violation, never the customer's deposit amount.
In addition to my being aware of the terms and conditions, you yourself answered me clearly about this in your first response to this complaint, sending the terms and conditions.
"10.€5 is the maximum bet allowed when playing with bonus money. If, after reviewing the game, Blaze discovers that a player has violated this condition, his bonus and winnings will be forfeited."
In addition, the casino promises a betting limit according to 7.A terms, which does not happen, making this a technical error on the platform itself. Only here we see two violations of the terms and conditions by blaze.com, which did not comply with the terms 7.A, not preventing customers from betting more than the limit, even giving them the security that it was not possible, and also confiscating the balance/deposit, which the terms and conditions do not allow them to do, could at most remove the BONUS and WINS from that bet.
What I want to be clear Tomas, is that my bet was made with BONUS, and the platform removed my REAL MONEY, I don't want my bonus or my winnings back, I'm simply claiming what's mine, and what is within the blaze.com rules.
Blaze.com is acting in bad faith with a large part of its customers, breaking the terms and removing balances improperly as I have already explained and proved, I hope that is enough.
Maybe the translation isn't doing justice to what I want to say, if you prefer, I can type it in English without any problem.
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1 year ago
I understand your point of view, Ozapux but unfortunately I won't be able to help.
I would like to point out that in case you breached the aforementioned term, the casino is not obliged to refund your deposit and it is their free decision to do so. Unfortunately, we are not in a position to argue in your favor to refund deposits unless we believe the player is fully entitled to it.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
