BetBlast Casino - Player’s winnings have been capped.

Complaint against BetBlast

I am submitting this complaint regarding the confiscation of winnings from my BetBlast account.

I built my balance through successful gameplay and had a substantial real-money balance in my account before any bonus was credited. At the time the relevant bonus was applied, I had a balance in excess of €6000 from previous winnings.

The casino later relied upon a €50 Silver II Level Up Bonus and a €17.42 Cashback Bonus to justify reducing my winnings. I believe this outcome is unfair and inconsistent with both the circumstances and the wording of the bonus rules.

My concerns are as follows:

I did not knowingly understand that these small promotional credits would have such a significant impact on my existing balance and future withdrawals.

The balance in my account prior to the bonus activation consisted largely of real-money winnings that had already been accumulated before the bonus was credited.

After the bonus was activated, I continued to play and my balance fluctuated significantly, dropping before later increasing to approximately €30,000.

The casino subsequently removed the majority of these winnings and informed me that bonus restrictions applied.

I believe the application of these restrictions was disproportionate given the size of the pre-existing balance compared with the value of the bonus.

I am particularly concerned by clause 21 of the casino's bonus terms, which states that when a bonus is activated while there is an active balance, the maximum withdrawable amount should correspond to the active balance prior to bonus activation plus the withdrawal limit associated with the bonus. I do not understand how the final calculation applied to my account is consistent with this wording.

I have attempted to resolve this matter directly with the casino but have been unable to reach a satisfactory outcome.

I respectfully request that Casino Guru review:

the balance on my account immediately prior to bonus activation;

the exact calculation used by the casino;

the application of clause 21 to my account;

whether the casino's actions were fair, transparent and consistent with its published terms.

I am seeking a fair review of the decision and would welcome a negotiated settlement if the full balance cannot be reinstated.

Thank you for your time and assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history?
• Were your winnings capped immediately after you completed the wagering requirements for the two bonuses you received, or were they capped only after you submitted a withdrawal request?
• Please ask the casino to provide your complete gaming history in Excel format and then forward the file to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

screen shot of the bonuses that was applied to my account without me knowing. They let me withdraw some winnings then emailed me a week later and removed the 30k from my account

i have sent numerous emails asking for the gaming history but they have not replied.

many thanks appreciate your support x

Thank you for your reply. Please forward the emails you sent to the casino regarding your request for your gaming history in Excel format to veronika.f@casino.guru.

I have forwarded the emails to you. X

Dear Tilly90x

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Tilly90x,

I'm Michal, and I have taken over this complaint. I have reviewed your case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that BetBlast Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

I would like to invite BetBlast Casino to join the conversation.

Dear BetBlast Casino,

The explanation provided to the player via email remains too general and does not sufficiently clarify how the bonus terms were specifically applied in this player’s case.

For us, as an independent dispute mediator, to assess whether the actions taken against the player were fair, transparent, and consistent with your published bonus terms, we kindly ask you to provide more detailed information regarding the following points:

• Whether these bonuses (Monthly Cashback and Silver II Level Up Bonus) were automatically credited to the player’s account or whether the player actively opted in and accepted these promotions.
• If the bonuses required active acceptance, please clarify how and where this acceptance took place.
• Please explain exactly how and where the 10x maximum withdrawal restriction was presented to the player at the time the bonuses were credited or activated.
• Please clarify whether the wagering requirements for these bonuses were fulfilled exclusively using the bonus-related funds, or whether the player’s pre-existing real-money balance also contributed to fulfilling the wagering requirements and generating the subsequent winnings.
• Most importantly, please provide a complete calculation breakdown clearly showing how the remaining amount of €2,676 was determined, together with the player’s complete game log so that the full sequence of events can be independently reviewed.

At present, simply referencing the general bonus terms is not sufficient for us to independently verify whether the adjustment applied to the player’s balance was fully justified. A detailed case-specific explanation is necessary to properly assess this matter.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear Tilly90x,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 could 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, you may wish to contact the relevant licensing authority and submit a complaint if you still wish to pursue your case. Although BetBlast Casino appears to be licensed by the Anjouan Gaming Authority and the Curaçao Gaming Authority (CGA), neither of these authorities typically handles player complaints directly. However, any licensed operator is generally required to appoint an ADR body to which players can turn in the event of a dispute. This information should be clearly stated in the casino’s Terms and Conditions.

I have not been able to locate this information in the casino T&Cs; thus, it might be worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw and the Anjouan Gaming Authority here: Contact | Anjouan Gaming, as this could be considered a breach of the licensing obligations.

The Authorities may be able to review the matter further and take any necessary action, which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru