BlazeBet Casino - Player’s account has not been closed upon request.

Hallo, wie man auf den Screenshots entnehmen kann, habe ich mehrfach eine Schließung meines Kontos verlangt da ich eine Spielsuchr habe. Ebenso wurde das vom Chat bestätigt. Insgesamt war es vier mal. 

Heute war es wieder möglich den Account zu sperren und zu spielen. 

Ich verlange eine dauerhafte Sperrung meines Konto und die Rückerstattung meiner Einzahlungen. 

Jetzt wurde der Account gesperrt aber die wollen das Geld nicht erstatten. Die berufen sich auf ein Dokument was vor einiger Zeit unterschrieben habe, dass ich sämtliche Verantwortung für meine Sucht übernehme. Selbst nach dem ausfüllen des Dokuments habe ich anschließend um eine Sperrung des Accounts gebeten und selbst danach war es wieder möglich den Account zu eröffnen. 

Alle 4 Chats liegen als Transkripte vor. 

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Kronos1995,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

To self-exclude means to stop betting or gambling for a period of time which can either bet defined, or indefinite.

By implementing a self-exclusion on your account, you agree to the associated terms and conditions detailed on this page.

In the event you are unable to initiate a self-exclusion, assistance is available via our chat or email service.

Could you please clarify when exactly you informed the casino about your gambling problem for the first time? Do I understand correctly that you currently don't have access to your casino account? When was it closed?

Thank you very much in advance.

Best regards,

Kristina

Hallo Kristina,

voelen Dank für deine Antwort. Das erste Mal habe ich das Casino vor 3 Monaten informiert bzgl meiner Spielsucht und das Konto wurde gesperrt. Wenige Zeit später konnte ich das Konto wieder eröffnen und erneut spielen.

siehe dazu die angehängten Bilder oben.

Ich habe die Chats auch als .txt-Datei transkribiert falls du die sehe möchtest.

Gestern wurde das Konto nach erneuter Beschwerde final gesperrt, vorher habe ich es aber entsperren lassen zum spielen. Zwischenzeitlich konnte ich das Konto aber mehrfach wieder öffnen lassen und spielen.

das Casino weigert sich meine beiden gestrigen Einzahlungen zu erstatten.

Ergänzend: ich habe das Casino mehrfach auf meine Spielsucht hingewiesen im Chat. Siehe dazu in den Bildern. Jedes Mal wurde das Konto gesperrt.

Ich konnte aber auch jedes Mal das Konto wieder entsperren lassen über den Chat Support. Ich habe sogar darum gebeten das ich mein Konto nicht wider eröffnen kann, trotzdem ging es.

Erst am 17.11.2025 wurde mein Konto final gesperrt, als ich das Casino darauf hingewiesen habe, dass ich mehrfach mein Konto wiedereröffnen konnte, trotz der Kenntnis das ich Spielsüchtig bin. Wie auf den unzähligen Screenshots zu erkennen.

Die finale Sperrung resultiert auch daraus, dass ich im Chat darauf bestanden habe dass ich meine Einzahlungen wieder haben möchte.

Das Casino verweist auf die unterschriebene Verzichtserklärung die ich unterzeichnet habe, nach der ersten Entsperrung meines Kontos. Die meines Erachtens aber keine Gültigkeit hat, da ich mehrfach darum gebeten habe mein Konto final zu schließen ohne die Möglichkeit es wieder zu eröffnen.

Hierbei berufe ich mich auf den Fall der Spielerin aus Kanada zu diesem Casino. Der Sachverhalt ist fast derselbe und auch hier wurde von Casino Guru das Vorgehen des Casinos bemängelt.

Thank you very much for your reply. Feel free to forward me the .txt document and any other evidence that could help us support you in this case to kristina.s@casino.guru. Thank you again for your cooperation.

Hallo Kristina,

ich habe dir die Sachen so eben per Mail geschickt.

Viele Grüße und vielen Dank für deine Unterstützung

Dear Kronos1995

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, Matej (matej.l@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,

Kristina

Hallo Kristina, vielen Dank. Ich hoffe auf eine baldige Lösung.

die Casino Gruppe um BlazeBet hat ihre policy angepasst. Mittlerweile werden gesperrte Accounts nicht wieder geöffnet.

Ich gehe davon aus, dass die daraus gelernt haben und ihr Verfahren mit der Verzichtserklärung selber als falsch erachten.

Hello Kronos1995, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BlazeBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hallo, ich habe das Casino mehrfach probiert zu erreichen und auf diesen Fall hingewiesen.

Meine Mail wurde dazu ignoriert und im Chat werde ich regelmäßig gesperrt.

Das Verhalten ist sehr kindisch und hoffe das Casino erhält eine negative Bewertung.

Dear Casino Guru Team,

We have thoroughly reviewed the complaint submitted by [name redacted by CG] regarding their account at Blazebet and provide the following detailed response for clarity and record purposes.

1. Account Closure and Responsible Gaming Measures

Upon receiving the player’s initial communication regarding their gambling addiction, the account was immediately blocked, fully in accordance with their request. This action was taken in line with our responsible gaming policies and regulatory obligations.

2. Waiver Signing and Player Acknowledgment

Following the initial closure, the player voluntarily signed a waiver, explicitly confirming that they:

• Understood the full responsibility associated with their gambling activity.
• Acknowledged that they were in a sound state of mind when making decisions about their account.
• Accepted that any subsequent actions on the account would be their responsibility.

The waiver clearly states that reopening the account, once signed, is permissible under the terms agreed by the player. Any access to the account after signing the waiver was therefore fully compliant with this agreement.

3. Player Betting Activity

Analysis of the account shows that the player engaged in significant betting activity, including high-value wagers and repeated deposits. All betting behavior was logged and monitored according to our responsible gaming protocols. The record demonstrates that the account activity was consistent with the player’s acknowledgment in the signed waiver that they were making informed decisions regarding their gambling.

4. Multiple Requests for Account Closure

The player has claimed that their account was repeatedly reopened despite requests for permanent closure. While it is true that the player requested closures multiple times, the waiver that governs subsequent account access was signed and all access occurred in strict accordance with the terms of that agreement. Each request and subsequent action is documented with timestamps and chat transcripts, showing that the casino responded promptly to every communication.

5. Manipulation Attempt

The player explicitly referenced a previous case on Casino Guru, suggesting that they expected to receive the same outcome. This statement is misleading and constitutes a clear attempt to manipulate the situation. It is important to emphasize that:

Each account is treated individually.

Outcomes are determined based on the specific circumstances, agreements, and policies relevant to each player.

References to other cases do not alter or override the agreements and procedures that were in place for this account.

6. Updated Responsible Gaming Policy

We also wish to highlight that our policies have been updated since this case. Accounts belonging to players with confirmed gambling addiction can no longer be reopened under any circumstances. This policy change further strengthens our commitment to responsible gaming and ensures that situations like this cannot recur.

7. Summary and Conclusion

In conclusion:

The player’s account was blocked immediately upon notification of gambling addiction.

A waiver was signed, confirming that all subsequent actions were the player’s responsibility.

All account access and activity were fully compliant with the waiver and internal policies.

The player’s reference to a previous case on Casino Guru constitutes an attempt to manipulate the situation and is irrelevant to this account.

Current policies now prevent reopening accounts of players with gambling addiction, and all responsible gaming measures were strictly observed.

Based on the evidence and the agreement in place, all actions concerning this account were handled promptly, professionally, and fully aligned with our policies and regulatory obligations. Any claims suggesting otherwise are entirely unfounded.

Dear BlazeBet Casino, thank you very much for the detailed explanation of the issue.

While I understand your wish to provide an excellent customer service and give the players an opportunity for a comeback, this case is a great example why we advocate for keeping gambling addict's account closed forever. No matter how hard you try: addiction can be quieted - but never truly eliminated.

From my experience, every reopening of a gambling addict's account results in complaints and a lot of unnecessary issues for the casino and the player alike. Therefore, I am happy to see you have decided never to reopen self-excluded accounts again. I believe it is a great decision that saves you and the players lots of headaches and complaints in the future.

As for the case at hand, I believe my colleague Kubo has been dealing with similar issue recently. It was mutually agreed with Krystyna, that the responsibility waivers will not be seen as evidence going forward, since the gambler would say anything to get the account re-opened and to receive bonuses.

While I agree that the player's approach is far from professional, I will leave the moral aspect out of this conversation, as it is not going to help us to move forward.

Since the disputed amount is not large, and this issue has been fixed on your end, I would like to ask if you would be willing to consider refunding the disputed amount. That way we can close the complaint as resolved, and I believe this issue will not repeat itself anymore.

Dear Casino Guru Team,

Thank you for your thoughtful input and for recognizing the steps we have taken to strengthen our responsible gambling procedures. We fully understand and respect your position regarding the reopening of accounts belonging to individuals who have previously disclosed addiction, and this is precisely why our internal policies have now been updated to prevent such situations entirely going forward.

After carefully re-examining all internal logs, communication records, and procedural steps taken in this case, we would like to clarify several important points:

• The player’s account was immediately blocked upon their disclosure of addiction, in strict adherence to our responsible gambling obligations and internal protocols.

• The subsequent waiver was introduced solely at the player’s explicit and repeated insistence, accompanied by a written confirmation that they were in a sound mental state and fully aware of the implications of requesting access. While we acknowledge that waivers should not be relied upon in future cases, at that time it was the established and formally documented procedure.

• Following the reopening, the player engaged in extensive and deliberate gameplay, reflected in their betting history, session patterns, and communication. There were no signs of impaired control during the gameplay session itself.

• The refund request was submitted only after the player fully exhausted their balance, which clearly indicates dissatisfaction with the outcome rather than a genuine procedural or responsible gambling failure.

• The player's references to previous cases at Guru, and their suggestion of entitlement to the same resolution, strongly indicate an attempt to strategically exploit a known precedent rather than a legitimate grievance.

• The disputed amount relates exclusively to gameplay undertaken after voluntary reactivation and after documented acceptance of responsibility by the player. Under both our internal policies and our licensing obligations, such circumstances do not qualify for compensation.

For these reasons, we do not believe that issuing a refund would be appropriate or consistent with the player’s own documented decisions and actions. It would also set a precedent that could inadvertently encourage similar manipulations in the future.

That said, we genuinely value your guidance and fully share your perspective moving forward:

accounts self-excluded due to addiction will not be reopened again under any circumstances.

This policy is now absolute, ensuring full protection for players while avoiding the risk of similar cases arising ever again.

We remain committed to transparent cooperation, regulatory integrity, and the highest responsible gambling standards. Should you require any additional documentation or clarification, we will gladly provide it.

-The Blazebet Team

Hallo zusammen,

Ich bin mit der Entscheidung vom Casino nicht einverstanden und bestehe weiterhin auf eine Rückerstattung.

Das Casino hat keine sofortige Maßnahme in Form eine dauerhaften Sperrung ergriffen. Ebenso nutzt das Casino jedes Mal die volle Zeit von 7 Tagen aus um eine Rückantwort zu liefern um diesen Fall solange wie möglich zu ziehen.

Ich hoffe das Casino Guru Team rückt von seiner Position nicht ab und besteht weiterhin drauf dass das Geld erstattet wird.

Dear BlazeBet Casino Team, the refund request is Casino Guru's standard procedure regarding player safety and Fair Gambling Codex.

Same way we would like you to reconsider refunding the player his deposits, I would ask you for voiding any winnings. As we believe the player should not have been able to reopen his account and deposit money, he should also not be able to play and win/lose.

Also, if any withdrawals have been made during the time this account has been reopened, I would request them to be deducted from the sum of all deposits eligible for refund.

Since the deposit amount requested for a refund seems to be quite low, I would like to ask if the management would be willing to reconsider their decision. If not, I will respect this decision, and close the case accordingly. Thank you for your understanding.

Um das nochmal klar zustellen ich habe nie eine Auszahlung gehabt in diesem Casino.

Das Casino hat einen vierstelligen Betrag an mir verdient. Das Casino hat den Spielerschutz nicht ernst genommen.

und jetzt will man den Fall einstellen? Wird hier mit zweierlei Maß gemessen? Beim anderen Fall kam es zu einer Erstattung, hier gibt mit man sich mit der Aussage des Casinos zu Frieden.

sehr traurig!

Dear Casino Guru Team,

We would like to add an important clarification based on evidence already submitted in this case.

As previously attached, the player explicitly stated in writing that they were aware of a prior case in which a refund was granted and expressed an expectation of receiving the same outcome. This statement was made before the complaint escalation and before the refund demand was formally raised.

Based on the full review of chat transcripts, timing of actions, and account behavior, we do not believe the refund request was made in good faith. On the contrary, there are multiple indicators suggesting a pre-planned and outcome-driven approach, rather than a genuine request for player protection:

The player demonstrated a clear and sober understanding of procedures, precedents, and complaint escalation mechanisms.

The player requested reopening, deposited, wagered actively, and only raised refund demands after losses occurred.

The complaint narrative was structured around an anticipated Casino Guru precedent rather than around immediate distress or loss of control.

Communication tone and behavior do not reflect impaired judgment but instead show calculated escalation aligned with a desired "risk-free" outcome.

In this context, the sequence of actions resembles an attempt to externalize gambling losses by leveraging a previously known precedent, rather than a spontaneous or genuine manifestation of gambling addiction. Such behavior is explicitly prohibited under our Terms & Conditions, which do not allow players to seek reimbursement for losses incurred during voluntarily reactivated gameplay.

Given these circumstances, we respectfully request that stronger evidentiary weight be applied when assessing claims of gambling addiction in this case. At present, the available evidence supports the conclusion that the player acted with awareness, intent, and planning, rather than under diminished capacity.

We fully agree with Casino Guru’s mission of protecting vulnerable players. At the same time, we believe that applying retroactive remediation in cases where the available evidence indicates a structured and outcome-oriented approach to loss recovery could unintentionally establish a precedent that may be misused. Responsible gambling frameworks are intended to safeguard players, not to enable risk-free gambling or post-loss reimbursement mechanisms.

We remain fully open to cooperation and are prepared to provide any additional logs, timestamps, or communication records should further clarification be required.

-The Blazebet Team

Dear BlazeBet Casino, thank you for the elaboration. While I understand that the player's knowledge of our public image and our standards may have prompted him to open this complaint, I believe it is not a reason for changing the outcome of the complaint itself.

Despite his questionable behaviour, the error - I believe - has happened on the casino side when an account of a known gambling addict has ben reopened - which should not happen in the first place. All that player's behaviour is proving is, that he knows in cases like these we try to negotiate the refund for the players, as we believe such accounts should not be reopened ever, under any circumstances.

But to easy your mind a little, we are also aware of players trying to misuse self-exclusion rules for "no risk betting", and we are very careful when establishing the refund amount. To ensure the procedure is correct towards the casino as well, I would like to ask for the complete cashier history showing both deposits and withdrawals could be sent to me at matej.l@casino.guru, ranging from the time the account has been re-opened, until it has been closed again. I can then calculate whether the disputed amount requested by the player is true, and proceed with the next steps. Hope this helps to clear the situation a little, and I will wait for your e-mail. Thank you.

Dear Casino Guru Team,

We will collect all needed information and provide it soon.

Dear Casino Guru Team,

We would like to inform you that the requested detailed deposit and withdrawal history for this player has been provided. The submission includes all relevant records, including deposits, withdrawals, gameplay activity, and communication timelines following the most recent account reopening.

Please let us know if any further clarification or documentation is required.

-The BlazeBet Team

Dear Kronos1995, according to the provided details, you have deposited 2x 470 EUR after the account reopening. Can you please confirm this is the amount you would like to get refunded, for you to consider this complaint successfully resolved? Thank you.

Hallo,

ja das ist richtig. Es sind zweimal 470€ eingezahlt worden.

Dear Casino Guru Team,

Following a comprehensive internal and cross-brand compliance review, we would like to provide additional factual context relevant to this complaint.

Our investigation confirmed that the player created multiple accounts across several of our brands. These accounts were not opened simultaneously and were identified progressively. As each account was detected, it was reviewed and closed in accordance with our Terms and Conditions. The identification process required time due to the player’s use of different devices, IP addresses, and registration patterns, which delayed automatic correlation across systems.

During this review, we identified one account on which the player deposited and withdrew funds within the same week, including a confirmed withdrawal of 5,000 EUR processed on 23/12. The withdrawal was completed successfully and without any dispute.

It is important to note that:

The player did not raise any gambling addiction concerns, refund requests, or complaints before, during, or after receiving this withdrawal.

No objections were raised while funds were being withdrawn.

The account activity, including gameplay and withdrawals, proceeded normally.

Across all identified accounts:

• The player deposited approximately 4,000 EUR across multiple brands.
• The player successfully withdrew 5,000 EUR from one account.
• The net result for the operator is negative, not positive.

Only after losses occurred on a different account did the player raise gambling addiction claims and request refunds. Additionally, no gambling addiction or self-exclusion requests were submitted on the other brands, despite active gameplay, deposits, bonuses (including a 5 EUR free bet), and successful withdrawals.

Once the multi-account pattern was fully confirmed, the player was blacklisted across all brands, in line with our Terms and Conditions.

We would like to clarify that:

• Cross-brand and PSP-level blacklisting is not instantaneous.
• Synchronization depends on multiple identifiers such as email, phone, payment data, and internal risk signals.
• The player’s deliberate use of multiple access methods materially contributed to delayed detection.

Taken as a whole, this case demonstrates:

• Repeated multi-account creation,
• Use of promotional incentives,
• Successful withdrawals without complaint,
• And refund demands raised only after unfavorable outcomes.

These actions constitute a clear breach of our Terms and Conditions, including provisions related to multi-accounting and manipulation of casino operations. No balances are being withheld, and the player has already received withdrawals exceeding their total deposits across our brands.

All relevant timelines, transaction logs, and supporting documentation have been provided directly to the Casino Guru team via email for independent verification.

Based on the complete factual record and the evidence already shared, we believe this matter has been fully clarified. As the player has received withdrawals exceeding their total deposits and no funds are being withheld, we respectfully consider the complaint resolved and see no grounds for further action. We kindly leave the case in Casino Guru’s hands for closure.

-The Blazebet Team

Dieser Fall bezieht sich aber auf blazebet und nicht das andere Casino aus der Gruppe. Außerdem bin ich nicht global bei all euren Casinos gesperrt. Ihr eröffnet tagtäglich neue Casinos. Jedes Mal war ein Registrierung möglich.

As I have mentioned in the e-mail communication I have sent to the casino representative: the Responsible Gambling page does not stipulate that getting self-exluded in one of the brand's casinos will prevent from registering in others. And unless the player has been given a list of other casinos where his registration will be considered an attempt to avoid self-exclusion, then what happens in other casinos is irrelevant to this case.

Dear Kronos1995, I am now waiting for a response from the casino representative. I have explained our stance and suggested to process the refund as well as permanently close your account with no option for re-opening.

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 Casino Guru Team,

Without prejudice to our position and strictly for the purpose of resolving this complaint, we confirm that we will proceed with refunding the disputed deposits to the player.

This decision is made solely to close the matter amicably and should not be interpreted as an admission of wrongdoing.

-The Blazebet Team

Ich bedanke mich recht herzlich beim Casino Guru Team vor allem bei Matej für ihren Einsatz und die unterstützung die doch viel Zeit in Anspruch genommen und selbstverständlich bei BlazeBet für das überaus faire Verhalten. Ich weiß die Erstattung sehr zu schätzen.

sobald das Geld eingegangen ist gebe ich hier eine Rückmeldung und lasse den Fall schließen.

I would also like to thank the BlazeBet Casino for looking into the matter and provided cooperation.

Dear Kronos1995, I will swap the timer your way. Once you receive the refund, please either post a quick message in this thread, send me an e-mail or simply press the "resolved" button. Either way will work, and will allow for this complaint to be closed as resolved. If you have further questions or need more support, please let me know.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kronos1995,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej