Blaze Spins Casino - Player’s withdrawal is delayed and account is closed.

i do not have exactdates because they already erased information on my accountbut some time last week i deposit 80 something euros with a 120% bonus no wagring. once i had done 2x wagering i had around 140 euros which i tried to withdraw, i was then let know that even though it was stated nowhere, it was a stcky bonus and that after bonus be taken back there wouldnt be much left. i continued to bet it and brought it up to 400 euros. i then tried to withdraw it and was faced with a longer than avergae kyc wait time, only to be accused of breaching 3.1 which is multiple accounts. now i have not cheated in noi such way but have a situation similar happen to me at same time about past week, where wgen i tried to open an account in the 777 family casinoes (canada777,america777,europa777,brasil777) i was being flagged at moment of account opening that i had other accounts already all under weird emails with weird male names in the email handle (sebastian, saed etc) i wasnt told which of my info was used but we were able to determine it clearly wasnt me. blaze spins on the other hand gave no clarifications of their accusations when support wrote me email saying i was banned and let me know if i wanted to review to reply which i did, and i have just received email from fraud and risk department, which just as absent of any clarifications just let me know what i already knew, breached 3,1 and thats it case closed which is wrong. i would need help to clarify this situation because the casino made me jump through multiple hoops and never spoke of any breach till last step before they had to payout, answer in the most delayed times and bring no clarification of the situation just as vague and dishonest as possible.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have finished the KYC verification? 
• Have you described to casino support the situation you found yourself in with the 777 casinos?

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

Best regards, 

Katarina

Hello Katarina,

Chelsey here from the blaze spins complaint. I would like to start by thanking you for your support and your clear professionalism you have shown up to now, which is already so much more than what I received from the casino. For the question of having someone from same ip creating an account that is impossible, not to my knowledge anyway. It is a friend who showed me this casino when i expressed need of discovering a casino with low or no wagering bonuses, but his account was not created here, i do not remember him even logging into an account when he shared Blazespins with me. I have sent in docs but ended up not passing the kyc verification, reason being, after being led through multiple hoops, i was immediately accused in the email answering about the kyc verification. Now for the situation at the 777-casino family, yes i did try. i wil include both emails from support and fraud review team, which you will see by yourself, are just as short, vague, and void of any clarification the one as much as the other ( and extremely similar given fact that the first from support with original accusations is exactly the same and same info than what I received from the review team, which kind of brings me to conclusion that no review was done since they are both empty of any clarifications and say exact same thing. My reply to the second destined to the fraud review team did mention the situation, from which I received absolutely no response as if they needed to clarify nothing and not even acknowledge fact they could be mistaken, it seems they think they are over any sense of explanation or aknowledgement whatsoever.

Thanks again and let me know if ever you need anything else,

Chelsey

hello Katarina? Was wondering if there was something else i could do to help?

Dear chelse,

thank you for your reply, email and patience.

• How long have you been a player at this casino, please?
• Regarding your KYC verification, have you submitted all requested documents as soon as possible, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi katarina,

Around mid october i had started playing at blazespins. Yes i immediately sent in documents as soon as i was asked, same day. i will forward you communications immediately.

Update :

Just sent everything i had by email.

Were you able to get a hold of the casino Katarina?

Dear chelse,

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 ([email protected]). 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,

Katarina

ok thank you Katarina

Hello chelse,

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 Spins Casino to join the conversation.

Dear Blaze Spins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at [email protected] for an independent assessment.

Thank you in advance.

Hello Michal,

Hello Chelsey,

Thank you for the opportunity to provide clarification regarding this case.

After a detailed internal investigation conducted by our Fraud & Risk Department, we have identified clear and consistent links between the reported account and several other accounts previously created on our platform. 

As per Section 3.1 of our Terms & Conditions, each player is permitted to hold only one account. The creation or use of multiple accounts, regardless of the intention or outcome, constitutes a direct violation of this rule.

For this reason, and in line with our licensing obligations and internal anti-fraud policies, the account in question was closed and the withdrawal request could not be approved.

We understand that Casino Guru is conducting an independent review, and we are fully cooperating. We have already prepared all relevant evidence and if needed, will provide it directly and privately to the Resolver ([email protected]) to ensure confidentiality and to avoid exposing sensitive information in a public forum.

We appreciate the work of Casino Guru in mediating this case and remain available to assist further.

Maria

Blaze Spins Team

Yes, which is what the 777 casino families had told me. When they took a moment to speak with me, not directly close me down like nazis and actually give me the benefit of the doubt, I came to realise that some of my info was being used, and after having that conversation, they came to realise I had nothing to do with it. I'm so glad you are willing to work with the good people of Casino Guru, because the way I was shut down was irresponsible, unethical, and showed no willingness even to have a conversation about what you seemed to have as information, even though the opposite had been expressed. I wonder why? Could it be an attempt to save face more than really make the situation right? One thing I have come to see in my life, though, is that when dishonest people want a situation to go their way, but not necessarily the honest way, they like to control the narrative. One tactic used by people like that is to isolate parties to control what information is out there in order to control perception. Why is it that, almost a month later, if not a month, do you seem so willing to cooperate? I was told in emails that I would be given the right to have that conversation. Never did it happen. I was then confronted on Trustpilot. Promised the same thing. Never did it happen. Not that I did not want to have that conversation, though. Now that it is being held, why am I not included?! Please, Blaze spins, Maria, enter the conversation, let's have it, but have it in a way that is in the open because I am the accused and I wish to be part of it, which only makes sense when you think about it. Having it be done in such a way will include every party and also not be done behind closed doors, a tactic that one could use to control the narrative, if it pleases them. I have nothing to hide, and if every party is the same, then here in the open is where this conversation should happen. I am willing to take down my review on Trustpilot if this is done the right way and in the open. Lets have this conversation. If not, well, I guess it just proves this is another attempt for you to save face, just like on Trustpilot.

Chelsey

The Chelsey Team

Dear Maria / Blaze Spins Team,

Thank you for your response. I look forward to receiving the evidence supporting the alleged violations of your terms and conditions attributed to the player, as this should enable me to carry out an independent assessment.

Dear Michal, 

We would like to inform you that we have now sent the full detailed explanation and supporting evidence directly to Michal via email, as requested.

If any further clarification or documentation is needed during your review, please let us know, we’ll be happy to provide it.

Maria

Blaze Spins Team

Gee Maria, i really wonder why, if your accusations are legit, not share them with the person you are accusing?! especially given fact that i was told both by email and when confronted on my trustpilot review i did, that i would have opportunity to be made aware of accusations and defend my self. Just happens both times it never happened and now you would like to share prrof of what you say with everybody but the accused....seems like a way to control narrative . In what world does the accused not be made aware of accusations against their person?! Nonsense, communist china goes about their accused the same way.../

Plus absolutely every step of the way from beginning at KYC to now, waiting the absolute longest, hoping i would drop it or forget, to now, this investigation, waiting the absolute final moments always to respond. Every thing in your course of action since day 1 to how you trying to control information of what you accuse me of screams dishonest.

Dear chelse,

I understand your wish to receive detailed information or evidence regarding the rule violation you were accused of. However, it is standard practice in the industry not to disclose such material directly to the player, as doing so could enable misuse in the future or allow individuals to circumvent established security procedures.

This type of information is, however, shared with independent mediation services (when requested by the player, as in your case on our forum) or with the appropriate regulatory authorities.

Please be assured that I will review the situation independently and thoroughly to the best of my ability.

I hope to be able to provide you with further information soon.

ok thank you Michal, but i must admit what a world the online casino is huh? Only place i have ever seen where the accused can not be made aware of what it is the person is accused of. A lot of shady practices and so on. Glad there are ressources like this forum for us the players who look out for us. Seems a lot like the far west the online casino scene.

Dear Maria / Blaze Spins Team,

Thank you for your email. I have responded with a few additional inquiries, and I look forward to your reply.

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 Michal,

Thank you for your message and for the opportunity to clarify.

From our side, we would like to confirm that we have already provided a complete and detailed evidence package related to this case directly to your email address, as previously requested. This submission included the relevant findings from our Fraud & Risk Department that substantiate the breach of Section 3.1 of our Terms & Conditions (multiple account restriction).

At this stage, we are not entirely certain which specific point remains outstanding or requires further clarification, as no additional questions were received following our last email. If any part of the documentation was not delivered successfully or if further detail is required for your independent assessment, please let us know and we will promptly resend or expand on the information.

We remain fully cooperative with the Casino Guru mediation process and are happy to assist further to ensure your review can be completed accurately and fairly.

Kind regards,

Maria

Blaze Spins Team

Thanks Blaze spins for waiting the exact last minute to aknowledge what was the second attempt of getting answers done by casino.guru to finally what not respond to it at all?! Yes i must admit i now recognize a certain pattern from your course of action. Can we even call this cooperation at this point?!

Dear Maria / Blaze Spins Team,

I apologise for unintentionally overlooking your email containing the additional information and evidence I requested. I confirm that I received it a few days ago.

Dear Chelse,

I apologise to you as well for the slight delay in my response. Unfortunately, after gathering and carefully reviewing all relevant information and evidence, I must conclude that this complaint is Unjustified due to a breach of the casino’s terms and conditions. Specifically, the findings show multiple accounts linked to the same IP address and device, with gameplay activity occurring in closely timed sessions. This cannot simply be regarded as a coincidence. On the contrary, precisely such patterns are associated with multiple account usage.

As mentioned in the Blaze Casino terms and conditions:

3. Your Blaze Spins Account

3.1. Creating an Account

To place bets on Blaze Spins, you must first open an official account.

Only one account is permitted per user, household, device, or IP address.

Creating multiple accounts is a violation and may result in:

Closure of all related accounts

Nullification of bets

Forfeiture of funds, winnings, or bonuses

If you wish to reset or open a new account, contact our support team at [email protected].

Notify us immediately if you have accidentally opened more than one account.

Every online casino maintains a very strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at [email protected].

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru