The player from the United Kingdom faced an issue with a withdrawal of £80 from his account after a 150% deposit bonus. Despite having met the wagering requirements, the casino claimed he had a "sticky bonus" and confiscated £57 of the withdrawal. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, which resulted in the closure of the complaint. The player retained the option to reopen the complaint in the future should he choose to communicate again.
Blaze Spins Casino - Player's winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: £57
Blaze Spins Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Hi there
I took a 150%deposit bonus deposited £38 which got me a balance of £97? The bonus was restricted to playing 3x providers.
After a few hours wagering was meet and i went ahead and with drew £80 after a few hours got an email saying they had taken £57 of the £80 balance as i had sticky bonus.
This is untrue as id meet the requirements of the said bonus.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
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 link or a screenshot of the bonus you activated and played with?
What types of games did you play while your bonus was active?
Have you made any successful withdrawals from this casino before?
Please note that a "sticky" bonus means that the bonus amount you received after depositing is not withdrawable. After you finish the wagering requirements and request a withdrawal, the bonus amount is deducted, and only the remaining real-money winnings are paid out.
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
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3 months ago
Dear Piper89,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
