Blaze Spins Casino - Player’s winnings have been confiscated.

After fulfilling the wagering requirements of the sticky bonus, I played a live game and tried to withdraw the money, but even though I had fulfilled the wagering requirements, my balance was confiscated on the grounds that "playing games other than slots is against the bonus terms and conditions."

I would like to emphasize that I have previously contacted support and confirmed that there are no special conditions once the wagering requirements have been met.

Therefore, I request a refund of my balance from Blaze Spin.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blaze Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account blocked as a result of the accusations of broken rules? Is your account accessible?

Could you please specify when the incident happened?

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus have you activated and played? If possible, share a screenshot or a link to the specific bonus rules.
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I will answer your questions.

• Your account is not blocked and you can still log in.
• The balance was confiscated on 10/24.
• I deposited $700 and received an additional $1,050 as a sticky bonus (meaning I started with a balance of $1,750). There were some wagering requirements, which required me to play designated slots during that time, so I did. Knowing I was free to play after the wagering requirements, I then played live baccarat and increased my balance to $6,007. ($1,050 of this was a sticky bonus, so at this point I had a balance of $4,957 available for withdrawal.)
• The bonus was a sticky 150% bonus on the deposit amount. There is no link to it, and screenshots of the bonus have already been deleted.

This casino had a 20% sticky bonus on "any deposit" (although it doesn't seem to exist anymore).

I was worried about the terms and conditions, so I used chat support and asked, "Regarding sticky bonuses, is it correct that while the wagering requirements are valid, you can only play designated slots, but after that you can play all games, including live games?" I received the answer, "Yes, after you meet the wagering requirements you can play all games," and I was actually able to withdraw money several times using this method.

This time, the 150% sticky bonus was not a permanent one, but was only received by email on 10/23. However, when I won a large amount and tried to withdraw it, I received an email informing me that "Unlike previous bonuses, playing live games is prohibited even after fulfilling the wagering requirements," and my remaining balance was confiscated (to be precise, only the $700 I initially deposited was returned).

I have a habit of carefully checking the bonus terms and conditions, so I don't think I would have overlooked anything like that, but this time Blaze Spins has added a rule after the fact that "in fact, there was this rule."

I believe this is an unjust confiscation and would like to demand that Blaze Spins return my rightful winnings.

Thanks for the detailed explanation.

• Could you please share the evidence of the incident, ideally the email you received from the casino informing you about the breach of its rules. Alternatively, share any communication between you and support discussing the issue.

Send the information to my email at tomas@casino.guru or post screenshots here.

Thanks in advance for your cooperation. I apologize for the inconvenience.

The email exchange has now been forwarded to the specified email address.

The subject is

Withdrawal Rejected - Winnings Voided

It will be.

Dear Puyops,

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, Igor (igor.p@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,

Tomas

Dear Puyops,

I am so sorry to hear about your problem with the Blaze Spins Casino.

Could you please forward me the original promotional email you received regarding this bonus?

You can either send me an email or post it in this conversation as an attachment.

Thank you.

Promotions were only available via the "Promotions" tab on the site, not via email.

Now I can't check that anymore.

I would like to invite a Blaze Spins Casino representative to join this conversation and participate in resolving this complaint.

Dear Blaze Spins Casino,

Could you comment on the situation?

Dear Casino Guru Team,

Dear Player,

Thank you for the opportunity to clarify this case. I would like to explain the situation in full, as there seems to be a misunderstanding regarding the type of bonus activated and its specific terms.

The player repeatedly compared the standard 20% sticky bonus with the 150% AdHoc sticky bonus used in this case. It’s important to emphasize that these are not comparable promotions. The 20% bonus is our regular long-term No Strings offer, available permanently on the site with consistent rules. The 150% bonus, however, was a short-term, high-value AdHoc campaign, sent to selected players only and created with entirely different mechanics and restrictions. Each AdHoc bonus always carries its own unique conditions, which are displayed clearly before activation.

To avoid any doubt, here is the exact description of the 150% bonus as it appeared to the player at the moment of activation:

"Claim a 150% Match Bonus up to $2,000 and boost your bankroll right from the start!

✅ Wagering Requirement: Just 1x (deposit + bonus)

💰 Max Bonus: $2,000

💵 Max Cashout: $2,000

🎮 Allowed Games:

Mascot Slots while the bonus is active.

Once wagering requirements are met, all slots become available for play.

⏰ Availability: This offer is active until 24 October, 23:59 (GMT 0).

🔔 Important: Make sure to activate the bonus before your deposit hits your balance – otherwise, it won’t apply!"

As clearly written in the bonus conditions:

Live games are not permitted at any stage - not during wagering, and not after wagering. Only slots become eligible after the wagering is completed.

The player mentioned in the email that he confirmed with support "a month earlier" that live games were allowed after wagering. However, even in his own message, he clarified that this conversation referred to a different bonus at a different time. While some standard promotions may allow more flexibility, this specific AdHoc 150% campaign came with a unique, clearly stated rule set - and it must be followed independently from rules of older bonuses.

Unfortunately, by playing Live Baccarat immediately after finishing wagering, the player breached the conditions of this specific promotion. Because of this, the winnings had to be voided according to the published terms.

That said, we appreciate this player and value his loyalty. For that reason, we ensured that no financial loss occurred:

the full deposited amount of $700 was returned to his balance, so he can continue playing with a clean deposit.

We remain available to provide any further information, logs, or confirmation you may require.

Matthew

Blaze Spins Team

I did read the wording, but I interpreted it to mean that in terms of slots , only Mascot can be played while the bonus is active, and no other providers can be played.

Since I understood from my question a month ago that all games would be playable after the wagering requirements were met, I believe the problem is that the Available games section at that time only contained a description of slots, and there was no clear statement prohibiting live games .

In fact, in my opinion, I was dissatisfied with the fact that there were restrictions on play even after the wagering requirements were met. However, I had already accepted that point and had even exchanged questions. At this point, I wondered if it was appropriate to confiscate my balance using such ambiguous language.

And one more thing, this is not a reliable piece of information, but I wanted to mention it just in case.

I think I may have had a similar exclusive bonus where I lost all my balance after completing the wagering requirements and playing something other than slots.

Is it fair to say that they are acting honestly by not giving me any advice when I lose, but only confiscating my balance when I win?

In addition, let me raise another point that raises questions about the ambiguous use of the word casino.

Does the term "Max cashout" apply after the wagering requirements have been met?

Normally, you would interpret this as the upper limit for completing the bonus wagering requirements and cashing out the bonus.

No way, right?

Dear Blaze Spins Casino,

Thank you for your reply.

Do I understand correctly that after completing the wagering, the player had two options: either withdraw the money or continue to play, but only on slots?

And if yes, was this balance somehow separated from the normal balance that is not tied to any bonus?

Additionally, does this Max Cashout: $2,000 rule apply at the moment when the wagering is completed, or does it apply the whole time until the withdrawal is made?

Dear Casino Guru Team,

Dear Player,

Thank you for your additional comments - I fully understand the confusion, especially since not all bonuses have identical rules, and some standard bonuses are more flexible than AdHoc ones. However, the conditions of this specific 150% bonus were clear: live games were not permitted at any stage, regardless of wagering status. The key rule stated that Mascot slots are allowed during wagering, and after wagering all slots become available, meaning that live games were never part of the eligible game list.

I also understand why the player connected this bonus to a support answer from "a month earlier", but that answer referred to another bonus entirely, not this AdHoc high-value promotion. We run many different types of bonuses and not all of them share the same rules. This is fully normal in the industry, and I believe we are far from being the only casino where different bonus types have different post-wagering restrictions.

The player also mentioned the possibility that he "lost a balance before after wagering when playing something other than slots". If such a situation occurred, it would only be because the bonus expired and the system automatically cleared the remaining balance. This case is the only time where winnings were removed due to an actual game-restriction breach.

To clarify Igor’s questions:

Yes - after completing wagering, the player had two options with this bonus:

1. Withdraw the balance immediately, or
2. Continue playing, but on Slots Only (not only Mascot slots anymore, but all slot providers), provided that the max cashout amount had not yet been reached.

Even after wagering requirements are met, the bonus terms remain in full effect until a withdrawal is made or the balance is lost. This includes both the game-type restriction and the Max Cashout limit.

Matthew

Blaze Spins Team

The problem is that the casinos think this is clear, and I find this misleading. In addition, the fact that there are some restrictions even after the bonus wagering requirements have been met makes me feel that the casinos are trying to exploit players who make mistakes.

Additionally, the casino does not clearly state that the bonuses are sticky, which has led to confusion for many players (I even asked the support chat about this: is their bonus even sticky?).

We would like to ask Casino Guru, a third party, to make a judgment on whether the casino's actions are misleading in this complex context.

Thank you very much for your cooperation.

Dear Blaze Spins Casino,

According to our policy and point of view, bonus terms should not remain in effect after the wagering is completed—this includes genre restrictions and maximum cash-out limits.

We consider this practice unfair and contrary to fair gambling principles.

In situations like this, the player is essentially forced to make unnecessary transactions.

Therefore, if the player did not break any other rule, they should be eligible for the full amount.

Dear Casino Guru Team,

Dear Player,

Thank you for your comments and for taking the time to share your view on the situation.

I would like to clarify once again that our bonus system - including the AdHoc 150% bonus in this case, is not designed to mislead or disadvantage players in any way. This promotion was explicitly configured and displayed as a sticky deposit bonus, just like all our deposit-based offers. Its terms, including game restrictions and the fact that these restrictions remain active until a withdrawal is made, were part of the promotion from the very moment it became available in the player’s account.

We fully understand that different casinos structure bonuses differently, and that Casino Guru’s internal policy prefers bonus formats where no restrictions remain once wagering is completed.

It is important to stress that no term was changed retroactively, and nothing was added or modified after the player completed wagering. The rules were visible in the bonus description at activation, and also reflected in our general terms. They remained unchanged at all times.

That said, we respect Casino Guru’s perspective and share your commitment to transparency and fairness. Our business model includes offering very aggressive bonuses, which is possible only when the terms are structured in a way that keeps the system manageable and sustainable. Even so, we always ensure that players receive the full terms upfront, as was the case here, and that these rules are applied consistently.

Additionally, our General Bonus Terms, which every player agrees to before participating in any promotion, clearly state that all conditions of a bonus remain in full effect until the moment a withdrawal is made or the balance is lost, even if wagering requirements have already been met. This principle applies to all sticky bonuses on our platform and has been part of our terms since day one.

Matthew

Blaze Spins team

Dear Blaze Spins Casino,

By the way, I have checked the various terms and conditions, including the general bonus terms and conditions, but where does it say that the bonuses offered by your casino are "sticky", meaning that the bonus value received will be removed after the wagering requirements are met?

In my personal opinion, for example, the fact that there are any restrictions even after the wagering requirements are met is not stated when the bonus is activated, but is instead stated in a long section of the general terms and conditions. This is a design that is quite unfriendly to the average player, and in some cases it is not surprising that it could be perceived as deceptive.

We believe that designing a contract in which players fully understand the details of a bonus before deciding whether or not to use it is the minimum necessary measure to ensure the fairness of a casino.

In addition, we would like to emphasize that the issue in this case is not only that the restrictions continue even after the wagering requirements have been met (we understand that this is written in the General Terms and Conditions), but also that the term "Available games" is open to multiple interpretations.

I fully understand that your casino's argument is that "the bonus you used was different from your usual bonus," but the issue is whether it was deceptive to suddenly offer me a "trap-like bonus that is similar to previous ones, but upon closer inspection has slightly different terms and conditions (so that it could be misleading )" when I have used bonuses many times.

Through this series of events, I sensed a sense of aggression from your casino, or an intention to trap me into making a mistake.

Dear Blaze Spins Casino,

As I mentioned before, we consider this practice unfair and contrary to fair gambling principles.

Therefore, the player should be eligible for the full amount.

Dear Casino Guru Team,

Dear Player,

Thank you for sharing your views.

We appreciate Casino Guru’s internal perspective that restrictions should end once wagering is completed. At the same time, our business model and bonus system operate differently, and we must apply our terms consistently to all players and all promotions. Changing the outcome after the fact would compromise the integrity of our procedures.

For these reasons, while we fully respect your recommendation, we must follow the terms as written and accepted at activation. No conditions were modified or added retroactively.

We are, of course, open to discussing potential suggestions or improvements for the future, but we are not able to alter our established business model.

Matthew

Blaze Spins Team

Dear Blaze Spins Casino,

According to your bonus terms, the game-type restriction should be enforced by the system.

Additionally, based on your email, the bonus remains active until the amount is withdrawn. This means the game-type restriction should also be enforced by your system until the withdrawal is made.

Furthermore, the support team assured the player that he was eligible to play all games after completing the wagering.

Could you please comment on this? Thank you.

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.

I don't understand why the account will be closed after 14 days, can I extend it?

Dear Casino Guru Team,

Dear Puyops,

I would like to inform you that we are ready to revise and further improve our bonus terms to ensure they are even clearer and more understandable for all players. This process is already underway.

In addition, I am willing to find a fair compromise in this specific case.

As already communicated, the player’s original deposit was credited back to the balance following our internal review. This amount was returned for playing without any restrictions.

After reviewing the entire case once again, and purely as a goodwill gesture, we are ready to honor the amount the player had at the moment of completing the wagering requirements, before playing Baccarat games.

Please let me know if this proposal is acceptable, and I will proceed accordingly.

Matthew

Blaze Spins Team

My request is that I can receive the money if it has been withdrawn correctly.

You request a payout of $4,257, subtracting the $1,050 sticky bonus and the $700 refunded from your baccarat winnings of $6,007.

I don't understand why the calculation is based on the balance before playing baccarat.

Dear Blaze Spins Casino,

Could you please elaborate and explain to the player why you have decided on this solution, and also specify the exact amount of the suggested refund?

Thank you.

Dear Igor, Dear Puyops,

Thank you for your message.

As already discussed with the Casino Guru team, we are willing to update and further clarify our bonus terms so they are even more transparent and easier to understand for all players. This process is already underway.

We always strive to treat our loyal and VIP players in the best possible way, and following our discussions with Casino Guru, we aim to find solutions that are fair and reasonable for all parties involved.

Regarding this specific case, the amount I am proposing is based on the balance the player had at the exact moment the wagering requirements were fully completed and before any Baccarat gameplay took place.

At that point, the player’s balance was $1,580.27. As previously communicated, the original deposit of $700 has already been credited back to the player without any restrictions. Therefore, this amount must be deducted from the settlement.

Based on this, we are willing to honor the remaining balance of $880.27 as a goodwill compromise.



Please let me know if this resolution is acceptable, and I will proceed accordingly.

Matthew

Blaze Spins Team

My opinion remains the same.

You request a payout of $4,257, subtracting the $1,050 sticky bonus and the $700 refunded from your baccarat winnings of $6,007.

Dear Blaze Spins Casino,

According to the player’s latest reply, their opinion remains the same.

Please let us know if this is your final proposition or if you would like to adjust your offer.

Thank you.

I don't see any rationality in ignoring the process by which I turned $1,580 into $6,007 through paper-thin odds.

Dear all,

I would like to inform you that we are currently discussing this case with the casino representative outside of this thread.

I will provide an update once there is any news.

Dear Puyops,

According to the casino's representative, after you had wagered the bonus, you placed two large bets on Baccarat in the amounts of $1,580 and $3,081.

The original balance you used at the time was a combination of both real money and the sticky part. Is this correct?

Yes, that's correct.

Since the sticky portion of $700 would be deducted later anyway, I decided it would be better to gamble and took the bet.

Dear all,

I would like to inform you that we discussed this case with the casino representative outside of this thread.

They should post their final decision in this complaint soon.

thank you.

Would it be possible for you to share the discussion outside of the thread with me via email?

Hello,

Thank you for your patience. We’ve performed another full review of this case, and we are ready to provide our final position.

1) What bonus terms you accepted

At the moment you activated the 150% Match Bonus, the rules shown to you included the following game eligibility:

• While the bonus is active: Mascot Slots only

• Once wagering is met: all slots become available for play

This wording expands slot availability after wagering is completed, but it does not make table games or live casino eligible under the promotion.

2) What happened (timeline)

The gameplay record shows:

• You deposited $700 and received a $1,050 bonus (150%).

• You completed the 1x wagering requirement using Mascot slots.

• At the point wagering was met, your balance was $1,515.27, of which the majority ($1,050 exactly) was still bonus-derived funds.

Shortly after wagering completion, you used the full balance to place two all-in Live Baccarat bets:

• Bet 1: $1,580.27 → $3,081.27

• Bet 2: $3,081.27 → $6,008.22

Those wins were generated from live/table gameplay, which is categorically excluded under the promotion’s slots-only rules.

3) Why these restrictions exist (and why "wagering done" doesn’t mean everything becomes eligible)

This is a deliberately aggressive promotion with a 1x wagering requirement — effectively a no-wager offer. Promotions of this nature can only be offered responsibly if bonus funds remain restricted to eligible game categories.

In this case, the bonus funds were still materially present after wagering was met. That matters because they directly increased the stake size available for play. If the bonus portion had not been present, the bankroll available would have been substantially lower, and the subsequent Baccarat staking would not have been possible at the same size.

Put simply: even after the wagering requirement was met, the promotional funds were still in play, and the game-category restrictions still applied. Otherwise, a no-wager bonus would function as a stake multiplier for non-eligible games, which would be unsustainable and unfair to other players.

4) On the "game was clickable" point

We understand the argument that restricted games should ideally be blocked within the interface. However, a game being accessible in the lobby is not the same as it being eligible for bonus play. Eligibility is governed by the promotion rules shown before, and at the time of, bonus activation.

5) Our final resolution (and final decision)

We have already refunded your original deposit of $700.00.

Under the sticky-bonus mechanics of this promotion, the bonus portion ($1,050.00) is not withdrawable, and only real-money funds are eligible for withdrawal once the bonus is removed.

Following further review and consideration of complaint-handling feedback, we reassessed the scenario on the assumption that the two Baccarat bets had been placed exclusively with real-money funds, without the bonus portion being involved. Under that hypothetical calculation, your balance would have increased from $530.00 to $2,015.00.

As a goodwill settlement to close this complaint, and without conceding that the Baccarat gameplay was eligible under the promotion, we are prepared to honor this adjusted amount. Since your $700.00 deposit has already been refunded, this results in an additional payment of $1,315.00.

You requested full payment of the Baccarat-derived winnings. After review, we cannot honor the full balance because those bets were placed on non-eligible games under the promotion terms. However, the above goodwill offer reflects the maximum amount we are prepared to pay in resolution of this complaint.

This goodwill offer represents our final resolution. If you confirm acceptance, we will proceed with the additional payment of $1,315.00.

Regards,

Blaze Spins Team

First, accept the final solution.

With that in mind, I would like to offer two comments.

First, in point 4 of Blaze Spins Casino's final decision, it says, "We understand the argument that restricted games should ideally be blocked within the interface." However, this is not an argument that they should be restricted, but rather that they must be restricted due to the wording in the bonus terms and conditions. The casino is breaking the terms and conditions without any hesitation.

Secondly, are you really making any changes to your wording to avoid any misunderstandings? As far as I can see, there have been almost no effective changes, and in fact, recently they limited bet amounts to a maximum of 20 USD without any notice, notification, or display. I've seen many complaints from other people, but do you recognize that your methods are deceptive? Unless you improve this, your impression of your customers will only worsen.

End

Dear Puyops,

I would like to inform you that we consider the offer of €1,315 to be fair and acceptable.

Unfortunately, the casino does not have the technical ability to manually restrict specific games while a bonus is active, due to the nature of the platform.

Yes, the wording in the bonus description regarding allowed and restricted games could certainly be clearer.

However, the sticky part of this bonus was intended to be used only for slot games.

Therefore, if you had cancelled the bonus and then proceeded to play Baccarat without the sticky part, your balance would have ended up at €2,015.

Please let me know if you understand this explanation and whether you would like to proceed with the refund of €1,315.

Again, I settle for the final decision, the payment of 1,315.

Thank you, Igor.

Can we also discuss the payment process here?

Dear Blaze Spins Casino,

I’m happy to inform you that the player agrees with the suggested amount.

As a follow-up, the player would like to know how you would like to proceed with the payment.

I would like you to share your cryptocurrency address and send the money there, but is it okay to post the address on this forum?

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.

To Blaze Spins,

It has been about 10 days since the final decision was made, so why is there no response at this point and why are they ignoring my emails?

Hello,

We confirm that we are ready to proceed with the payment of $1,315 as agreed. The player may post the cryptocurrency withdrawal address here in the complaint thread if they wish, however, for security and record-keeping purposes, we kindly ask that the address is also sent to our official support email, so we have it as official confirmation before proceeding with the payment.

Once the address is received via email, we will proceed with the payment without delay.

Regards,

Blaze Spins

Dear Blaze Spins Casino,

The player has provided their cryptocurrency address both via email and directly within this complaint.

We kindly ask that you inform us once the payment has been processed on your end.

Dear Guru Team,

We would like to confirm that the customer’s withdrawal was processed yesterday, immediately after receiving their cryptocurrency address.

Please let us know if you need any further details.

Best regards,

Blaze Spins

Indeed, I received $1,315.

Thanks to everyone at Casino Guru for their help.

Dear Puyops,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P