Blaze Spins Casino - La cuenta del jugador ha sido cerrada.

So where to begin, i recieved a bonus of 50$ or 43€ chip equivalent from a promo to start with, played it and lost the money. few days later i recieve 20 freespins bonus with 40x wager and 50€ max cashout. so i play with that money, i get up to 160€ after completing the wager but then play more and get down to 50€ which is withdrawal max from the spins and im fine with that. so i try to make a withdrawal which fails, then they tell me to do KYC before withdrawing which i do.

after which i wait for a day and still no kyc review (still pending) so i ask support about it and why i cant make a deposit while kyc is pending, they tell me to deposit from ANOTHER Account. i create new acc while waiting and before depositing i noticed they block me for having multiple accounts, when their SUPPORT Told me to do so, here's a screenshot of it happening: https://gyazo.com/117376a07b3187de62f9d334b0b8941b

So now they took the 50€ i won, got my personal information from the KYC and then blocked me, after doing something they told me to do.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Have you made sure the casino is not referring to depositing to your original player's account, but using a different bank account? Which bank account have you used to deposit in the casino into your second account?
• Have you played with the deposited amount?
• Could you please share your communication with support where they tell you a deposit is not possible during KYC verification? Send the information 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

Have you made sure the casino is not referring to depositing to your original player's account, but using a different bank account? Which bank account have you used to deposit in the casino into your second account?

I have not made the deposit , sorry if it was not clear enough in my original post. basically i had 50€ in my account from the bonus winnings. but while KYC and withdraw was "pending" or waiting to be reviewed, i wanted to make a deposit but on blaze spins casino the deposit and withdraw option are just not available while kyc is pending verification.

Have you played with the deposited amount?

did not deposit

Could you please share your communication with support where they tell you a deposit is not possible during KYC verification? Send the information to my email at tomas@casino.guru or post screenshots here.

Sadly they blocked me and i only took that one screenshot of them telling me to create another account to make a deposit, as soon as i created the new account, they blocked both original that had kyc pending and 50€ on the account. so i never even got a chance to deposit with the other account. the only reason i took that screenshot was because it seemed odd that support would suggest me to create another account, another message included that i have to verify both of my accounts with kyc to withdraw, so they wanted me to do kyc on the new acc i created aswell, but then just blocked both of my accounts. i can no longer log in to either account.

Thanks for your patience.

There might have been a misunderstanding in what the support meant based on what options were available to you. Thanks for the clarification.

I checked the rules of the website, and since you confirmed you haven't made any deposit, this rule from the casino's terms and conditions is also relevant: https://www.blazespins.com/page/bonusterms/

1.27 Free Promotion Limits Between Deposits

Only one free bonus may be claimed between real-money deposits. Consecutive withdrawals from free offers require qualifying deposits in between.

Even if we could convince the casino to disregard the multiple accounts issue, you wouldn't be eligible for winnings from the consecutive no-deposit bonuses. Please be aware that online casinos tend to have these rules regarding multiple no-deposit bonuses.

Please let me know if there are any circumstances I might have overlooked; otherwise, we'll close the case.

Dear bonnoa7,

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,
Tomas
Casino.Guru