Blaze Casino - El reembolso del jugador se retrasa.

I previously complained about the cashback for the days 30th and 31st of December.

I attached screenshots showing that the previous platform did not account for the amount. On the new platform, in addition to being calculated at 3%, they only considered 1 real as the bet, even though over 100,000 was moved on those dates.

I am complaining again and reattaching the screenshots for you to evaluate the problem and resolve it.

I did not receive the cashback and I want to receive it.

In the response, the representative said that the amount remained on the previous platform, importantly mentioning that the platform was offline and the amount there only accounted up to 12/29 (as shown in the screenshot). I couldn't use it because Blaze disabled the platform by redirecting directly to the .bet site.

I am also attaching a screenshot confirming that I played on the 30th and 31st of December.

Reclamei anteriormente sobre o cashback dos dias 30 e 31/12. 

Anexei as telas mostrando que na plataforma anterior o valor não foi contabilizado. E na plataforma nova, além de ter sido calculado a 3%, só consideraram 1 real de aposta, sendo que nessas datas foi movimentado mais de 100000.

Estou reclamando de novo e anexando de novo os prints para que avaliem correr o problema e resolvam.

Eu não recebi o cashback e quero recebê-lo. 

Na resposta o atendente diz que o valor ficou na plataforma anterior, importante citar que a plataforma ficou fora do ar e o valor que está lá além de contabilizar somente até 29/12 (conforme print), não pude usar, pois a blaze inutilizou a plataforma redirecionando diretamente para o site .bet

estou anexando também print de que joguei nos dias 30 e 31/12

Dear camilabmb1407,

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.

Could you elaborate on the platform issue?

Could you provide the cashback bonus terms and conditions?

Could you share your deposit history?

Could you please share your communication with the casino regarding the cashback? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello, good morning. How are you?

I'll explain in detail what happened.

My name is Camil B. M. B.

My cpf is 3**********

I played on December 30 and 31, 2024 normally at the Blaze casino, but on January 1, 25 when I accessed the platform, a block appeared for players from Brazil.

I searched for information and found that the Blaze.com site had been blocked in Brazil, but as the casino was licensed to operate in Brazil, it had to change its site to Blaze.bet.

I didn't know about this change, but as soon as I did, I registered on the Blaze.bet platform and realized that my game history had been reset to zero and my player level had also been lost.

The next day my level returned to what it was before:

Level 82 with the right to 10% cashback.

Since 01/01/2025 the Blaze.com platform has been inaccessible and only the Blaze.bet platform, which did not have my history, can be accessed.

Live support does not work live. When you access this option, a form opens and even if you answer this form, you almost never receive a reply. It's rare that this form changes the way it is on the website and you get through to an operator.

When you speak to the operator, three times, which is the only time I managed to do so, the page refreshes and you lose the history of the conversation and can no longer speak to the operator, only access the form.

On January 7, the attendant told me to go to blazesacar.com and my values would be there, as announced on Blaze's Telegram on January 7. He also told me to send an email to support, as attached I sent the email and didn't get a reply with a solution.

By accessing blazesacar.com my cashback was accounted for until 29/12 with a return of R$ 57.24, but this credit was not available to me on 07/01, only the calculation was made available.

On the new platform, the calculation was made on R$1.00 and with 3% cashback and not 10%, but the platform disregarded everything I played on 30 and 31/12.

I'm attaching the screenshots of the plays and also that I didn't make any withdrawals that would justify the loss of cashback. The losses exceeded R$10,000.00.

Olá, bom dia. Como vai? 

Vou explicar detalhadamente o que ocorreu. 

Meu nome é Camil B. M. B. 

Meu cpf é 3**********

Joguei nos dias 30 e 31 de dezembro de 2024 normalmente no casino Blaze, já no dia 01/01/25 ao acessar a plataforma, apareceu bloqueio para os jogadores do Brasil. 

Busquei informações e verifiquei que o site Blaze.com havia sido bloqueado no Brasil, mas como o casino conseguiu licença para atuar no Brasil deveria trocar seu site para Blaze.bet.

Eu não sabia dessa alteração mas assim que soube, me cadastrei na plataforma Blaze.bet e percebi que meu histórico de jogos estava zerado e meu nível de jogadora também foi perdido.

No dia seguinte o meu nível retornou ao que era antes: 

Nível 82 com direito a Cashback de 10%.

Desde o dia 01/01/2025 a plataforma Blaze.com ficou inacessível e somente a plataforma Blaze.bet que não tinha o meu histórico, pode ser acessada.

O suporte ao vivo não funciona ao vivo. Ao acessar essa opção, um formulário é aberto e mesmo que você responda esse formulário, quase nunca você recebe um retorno. São rara as vezes que este formulário muda a maneira que está no site e você consegue falar com um operador.

Ao falar com o operador, por 3 vezes, que foram somente as vezes que eu consegui, a página atualiza e você perde o histórico da conversa e já não consegue falar com o operador, somente acessar o formulário. 

No dia 07/01 o atendente me orientou a entrar no site blazesacar.com que meus valores estariam lá, conforme anunciado no Telegram da Blaze no próprio dia 07/01. Me orientou também a enviar um e-mail para o suporte, conforme anexo eu enviei o e-mail e não obtive um retorno com solução. 

Ao acessar o blazesacar.com o meu Cashback foi contabilizado até o dia 29/12 com retorno de R$ 57,24, mas este crédito não estava disponível pra mim no dia 07/01, somente foi disponibilizado o cálculo. 

Ja na nova plataforma o cálculo foi realizado em cima de R$ 1,00 e com 3% de cashback e não 10%, mas a plataforma desconsiderou tudo que eu joguei nos dias 30 e 31/12. 

Vou anexar os prints das jogadas e também de que não realizei nenhum saque que justifique a perda do valor de cashback. Pois foram perdas que ultrapassaram R$ 10.000,00. 

Another attempt was made to resolve the matter with the casino, without success.

Nova tentativa de resolver com o cassino, sem êxito.

Dear camilabmb1407, do I understand correctly that you registered a new account on blaze.bet?

Did you use the same email to register the new account?

Were you unable to log in with the old account on blaze.bet?

Answer:

Dear camilabmb1407, did I understand correctly that you registered a new account with blaze.bet?

I registered as requested by the platform. It correctly migrated my level, 82-platinum and 10% cashback. However, the count of the 30th and 31st of December for the cashback didn't enter the new platform. It shows the dates as calculated, but not the amounts I actually played. It only calculated 1 real.

And on the old platform it only calculates up to the 29th. There are no calculations for the 31st and 30th. The company insists that it does... but it doesn't.

Did you use the same e-mail address to register the new account?

Yes.

Were you unable to log in with the old account on blaze.bet?

Yes.

Respondendo:

Caro camilabmb1407, entendi corretamente que você registrou uma nova conta no blaze.bet?

cadastrei conforme solicitado pela plataforma. Migrou corretamente meu nível, 82-platina e cashback de 10%. No entanto, a contagem dos dias 30 e 31/12 para o cashback não entraram na plataforma nova. Mostra as datas como calculadas, mas não os valores que de fato eu joguei. Calculou somente 1 real.

e na plataforma antiga só tem cálculo até o dia 29. Não existe cálculo lá do dia 31 e 30. A empresa insiste em responder que tem… mas não tem.

Você usou o mesmo e-mail para registrar a nova conta?

sim.

Você não conseguiu fazer login com a conta antiga no blaze.bet?

sim.

Dear camilabmb1407, have you ever been credited this cashback bonus correctly?

What do you estimate the correct bonus amount for the cashback you were supposed to receive?

I didn't receive the bonus I'm complaining about.

if you're referring to receiving 10% cashback, yes, I've already received it normally, as attached.

I can't be sure how much is outstanding, but I imagine it's around 20000.

Do you have a deadline for a reply? Because you are asking me so many questions, but I don't see the bookmaker commenting on the matter.

remembering that this complaint is now 15 days old.

Esse bônus que estou reclamando eu não recebi.

caso esteja se referindo a receber 10% de cashback, sim já recebi normalmente, conforme anexo.

nao da pra saber ao certo quanto tem em aberto, mas imagino que seja algo próximo a 20000

tem prazo para resposta? Pois vocês estão me fazendo tantas perguntas, mas não vejo a casa de aposta se pronunciar a respeito do assunto.

lembrando que já tem 15 dias essa reclamação.

Thank you very much, camilabmb1407, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you camilabmb1407 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Blaze Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi everyone,

Thank you for your contact.

We completely understand how important this is for you, and we truly appreciate your patience. 7

As we previously informed you, our team is actively reviewing your case.

However, due to the high demand, we’re unable to provide an exact timeframe for resolution at the moment.

If there are any updates or discrepancies found during the review, rest assured that any errors will be corrected, and you will be properly credited.

We genuinely thank you for your understanding and patience during this time. Please know that we’re working hard to resolve this, and we kindly ask that you wait for any further updates.

Your patience means a lot to us.

Best Regards,

Blaze Support Team.

Exactly between 30/12/2024 and 31/12/2024, on the old blaze platform, a total of R$29,502.00 was wagered.

In the Cashback shown on the blazesacar.com.br platform, it only shows what was accounted for up to 29/12/2024 and does not show a calculation for 30 and 31/12/2024.

On the other hand, on the blaze.bet platform, which started on 01/01/2025, the Cashback shows that the dates of the 30th and 31st were calculated there and not on the previous platform, so I understood that the Cashback for the 30th and 31st of December would appear there, but I was surprised by the calculation of only 3% and not 10% as I am entitled to, on the value of R$ 1.00 and not R$ 29,502.00 which was the actual amount bet.

They are not taking into account the more than 100 pages in blaze's history showing bets worth R$29,502.00.

I have already opened several calls, through PROCON, BLAZE'S HEARING, Reclame Aqui, Casino Guru and in addition to taking more than 20 days to get a return, the information is that the amount has already been deposited in my account as Cachback, however, there is no credit related to the CAshback of 10% of the amount wagered on 30 and 31/12/2024 of R $ 29,502.00, Blaze simply pretends that I did not bet this.

I've been in touch for more than 20 days and I haven't heard back from the Ombudsman, Complain Here, Guru CAsino or PROCON.

Exatamente entre os dias 30/12/2024 á 31/12/2024, na plataforma antiga da blaze, foi apostado o valor total de R$ 29.502,00. 

No Cashback apresentado na plataforma blazesacar.com.br, só mostra o que foi contabilizado até o dia 29/12/2024 e não apresenta cálculo relacionado aos dias 30 e 31/12/2024. 

Já na plataforma blaze.bet, onde se deu inicio em 01/01/2025, o Cashback mostra que as datas dos dias 30 e 31 foram calculadas lá e não na plataforma anterior, desse modo, entendi que o Cashback dos dias 30 e 31/12 apareceriam lá, mas fui surpreendida com o calculo de apenas 3% e não 10% como me é de direito, em cima do valor de R$ 1,00 e não de R$ 29.502,00 que foi o valor real apostado. 

 Não estão considerando as mais de 100 páginas existentes no histórico da blaze em que demonstra as apostas no valor de R$ 29.502,00. 

Já abri diversos chamados, pelo PROCON, OUVIDORIA DA BLAZE, Reclame Aqui, Casino Guru e além de demorar mais de 20 dias obter retorno, a informação é de que o valor já foi depositado em minha conta como Cachback, no entanto, não existe crédito relacionado ao CAshback de 10% do valor apostado nos dias 30 e 31/12/2024 de R$ 29.502.00, a Blaze simplesmente finge que eu não apostei isso. 

Já tem mais de 20 dias que estou em contato e não tenho retorno, nem pela Ouvidoria, reclame aqui, Guru CAsino ou PROCON.

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter