Blaze Spins Casino - Player's winnings have been capped twice.

I deposited with a 200% bonus and received 200 free games in return.

Regarding the free games, I was told I could win 43€, which is fine since I read the terms beforehand.

I was on 400€ and it got deducted to 43€ - no problem at all.

After that, I played with the 43€ and won 200€.

Then I made a withdrawal and the casino contacted me and said that the 200€ would again be deducted to 43€.

I've already waived everything before, and it's already been deducted.

So the 200€ I've won are not from the free games winnings.

Also, it's not written in their terms that I'm not allowed to play further with the winnings (43€) from the free games.

Attached is a screenshot of their terms.

Thanks and best,

Mat

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to clarify a few points to better understand your situation:

• Am I correct in understanding that you initially won €400 from the free spins, and this amount was reduced to €43 in line with the free spins winnings cap?
• Was this €43 balance then transferred into your real money balance?
• You mentioned that you later won €200 with this €43. Could you please confirm whether the casino explained why they applied the €43 cap a second time? If you have a screenshot of their explanation, could you share it with us?
• Have you used similar free spin bonuses at this casino before, and if so, did they apply the same rule in the past?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika.

1.) correct, the winnings of 400€ got deducted to 43€ - All good and that’s correct

2.) Yes, the 43€ were transferred to my real money balance - also the 200€ are now in the real money balance as you can see in the screenshot.

3.) Attached is a screenshot with their reply.

4.) No, it was my first deposit with the casino.

thanks and best,

Mat

Please request the casino to send you your gaming history in Excel format from the moment you activated the bonus up to the moment you requested a withdrawal, and your winnings were capped for the second time, and then forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Still waiting for the reply from the casino.

Please forward me the email you sent to the casino at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your complaint as well. Thank you for your patience and cooperation.

Hi Veronika.

Since the casino is not sending over the history, I sent you the screenshots from the transaction overview via email.

Thanks and best,

Mat

Thank you very much, Matex0, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Matex0,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Blaze Casino to join the conversation.

Dear Blaze Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after successfully wagering the previous bonus? Was the player informed in any way (such as through a rule quotation, pop-up notification, in-account message, etc.) that winnings from these €43, which at that stage should be considered real money, would be confiscated or capped again, despite the fact that the maximum win cap for the bonus play had already been applied and these funds were already reflected in their real money balance, which naturally should be considered real money funds without any previous bonus rules or limitations attached?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

it was only written like that and there was no additional pop up or information.

When I tried to withdraw the 200€ they told me it's not possible - doesn't make sense, because the 43€ can go to zero but It can't go over them?

Also there was no information while playing with the 43€.

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.

Hello,

Thank you for bringing this to our attention.

After carefully reviewing the information provided, we confirm that the page and promotional material referenced in the complaint are related to "Blaze Spins", which is not affiliated with our company, Blaze. As shown in the attached screenshot, the offer clearly refers to the domain blazespins.com, which is a separate entity.

Additionally, we conducted an internal review of our database and were unable to locate any active account or recent activity matching the details of the individual who submitted the complaint. This further confirms that the user in question is not a customer of Blaze.

Please find the relevant screenshot attached for reference.

If you require any additional clarification, we remain at your disposal.

Kind regards,

Blaze Support Team

Dear Blaze Support Team,

Thank you for your response. It is the player who selects the casino they have issues with when submitting the complaint form. I will now transfer this case to the correct casino – Blaze Spins Casino.

Dear Blaze Spins Casino,

Could you kindly participate in the discussion and offer some clarity regarding the situation? We are eager to understand how we might assist in resolving this matter.

Thank you!

Hello Mat and Casino Guru Team,

Thank you for transferring the case correctly — it appears that the complaint was initially submitted under the wrong casino, which is why we were unable to see it earlier.

After reviewing the full case, we would like to clarify the situation.

The player did make a deposit with a 200% bonus, which was played and lost. After that, the player claimed free spins, and the subsequent winnings were generated entirely from those free spins.

As outlined in our Bonus Terms - the rules relevant to this case are as follows:

4.1 Maximum Withdrawal Cap

Unless otherwise stated, the maximum withdrawal from free spin winnings is €/$50.

4.3 Removal of Surplus Funds

Any remaining winnings after the allowed withdrawal amount is paid will be automatically removed from the player’s account.

These terms are available in our Bonus Terms: https://blazespins.com/page/bonusterms/

The player’s initial deduction from €400 to €43 was correct - this represented the allowed amount from the free spins. Any further winnings generated from that amount remain tied to the same free spin balance cap, which is why the system again adjusted the balance according to the stated limit.

At the moment, the player still has an active balance of €200.04, and we are fully ready to proceed with the payout in accordance with our terms and the applicable bonus cap. Before we can finalize any withdrawal, the player will simply need to complete full KYC verification (valid ID and proof of address) so our compliance team can authorize the transaction.

Once KYC is completed, the balance will be paid out promptly in line with the stated conditions.

Kind regards,

Matthew

Blaze Spins Team

Dear Matex0,

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, 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,
Michal
Casino.Guru