Blaze Casino - La cuenta del jugador está bloqueada y las ganancias están retrasadas.

I finished my game and won €155 in my account, but the site is locked on me. I can't verify my user even though I should.

I tried to email about it many times, but no one responded.

Pelasin pelini loppuun ja voitin 155€ tililleni, mutta sivusto on lukittuna minulla. En voi verifikoida käyttäjääni, vaikka minun pitäisi.

Yritin lähettää sähköpostia asiasta monta kertaa, mutta kukaan ei vastannut.

Dear Agentti47,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share a screenshot of the error you are experiencing?

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

Hello Thomas,

• I joined the casino on 1.2 and finished playing the game the same day. Since then I haven't been able to verify my profile.
• I was informed that my account was blocked the same day. So I can't press the confirmation button so that the system would send me a link so that I could verify my identity. All the buttons are grayed out or if I can press something that sends something to my email, it never comes to me.
• I played "88 Dragons", a game on Blaze. (Casino Games)
• Yes, I reached my current balance with the help of a bonus.
• , here is an example screenshot. It still shows the same, that they sent a confirmation link, but nothing ever arrives and sending an email to customer service doesn't help either. I have tried to contact them several times, but no response.

Thank you for your time, Tomas. Feel free to ask additional questions if anything is unclear or you would like more information.

Kind regards,

Top

Moikka Tomas,

• Liityin kasinoon 1.2 ja sain pelattua samanapäivänä pelini loppuun. Siitä lähtien en ole voinut verifikoida profiiliani.
• Sain tietooni, että tilini on estossa samanapäivänä. En voi siis painaa vahvistus painiketta, että järjestelmä lähettäisi minulle linkin, jotta voisin vahvistaa henkilöllisyyteni. Kaikki painikkeet ovat harmaita tai jos voin painaa jotain joka lähettää sähköpostiini jotain, niin sitä ei koskaan tule minulle.
• Pelasin "88 Dragons", peliä Blazella. (Kasinopelit)
• Kyllä saavutin nykyisen saldoni bonuksen avulla.
• , tässä esimerkki kuvakaappaus. Näyttää edelleen samaa, että lähettänyt vahvistus linkin, mutta mitää ei koskaan tule paikalle ja sähköpostin lähettäminen asiakaspalveluunkaan ei auta. Olen koittanut useita kertoja ottaa heihin yhteyttä, mutta ei mitään vastausta.

Kiitos ajastasi Tomas. Kysy ihmeessä lisäkysymyksiä, jos jäi jotain epäselvyyksiä tai haluat uutta tietoa.

Ystävällisin terveisin,

Topi

Dear Agentti47,

• Did the casino provide any explanation or justification for its actions to you?
• Could you please share with me the communication you exchanged with the casino either via chat or email? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello Tomas,

• No, I got no response from them. Like I mentioned in my last message.
• Here is a Screenshot from a email I sent to them.

Thank you very much, Agentti47, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Agentti47,

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

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

Dear Blaze Casino,

I would appreciate your assistance in clarifying the reasons behind the player's inability to submit their documents to you for the verification process. Additionally, could you explain how the player's winnings will be disbursed? If there are any confidential factors affecting this situation, please feel free to reach out to me directly at michal.k@casino.guru.

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 Agentti47,

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 their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Blaze Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Agentti47,

We have received the following message from the casino team:

Dear Agentti47,

First and foremost, we sincerely apologize for the delay in responding. Unfortunately, there was an issue with the notification of your complaint, which prevented us from addressing it as quickly as you deserve.

We have checked your account and were not able to find any kind of restriction at this time.

Could you please send us a screenshot of what you’re seeing when you try to access your account? This will help us better understand the issue and assist you more effectively.

Thank you for your patience, and we look forward to resolving this with you soon.

Best regards,

Ariane

Blaze Support Team

Can you please comment on that?

Dear Agentti47,

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