Blaze Casino - Средствата на играча липсват и KYC (познаване на клиента) се забавя.

The alleged "mixing of funds" is not possible in my case.

Only games from the provider Mascot were permitted during the fulfillment of the bonus wagering requirements; other games or types of funds could not be used during this phase. Furthermore, no new deposit was made – the last deposit was on November 28, 2026.

At the time of the incident, the bonus conditions were fully met, and the displayed amount was in the pure real money balance. During an ongoing game, winnings of approximately €400 were displayed, which disappeared again after a few seconds, with the balance reverting to its previous level.

Independent verification is not possible for me, as the entire game and booking process is server-side. Only the operator has access to game logs, round data, booking histories, and backups that would allow for clarification. Such a technical review was neither conducted transparently nor documented; instead, a blanket classification as a violation of the terms and conditions was made, without specifically identifying the affected game round or providing any logs.

Furthermore, it should be noted that BlazeSpins states in its own terms and conditions that KYC verification takes a maximum of 3 days. In my case, the KYC check has been open for weeks without approval, rejection, request for further information, or any other feedback.

Additionally, the same pattern is evident at StarzSpins, another brand belonging to the same license holder, where KYC verification has been pending for over a month. This suggests a systemic problem with KYC and payout processes.

Die mir vorgeworfene „Vermischung von Geldern" ist in meinem Fall nicht möglich.

Während der Erfüllung der Bonus-Umsatzbedingungen waren ausschließlich Spiele des Anbieters Mascot zulässig; andere Spiele oder Guthabenarten konnten in dieser Phase nicht verwendet werden. Zudem erfolgte keine neue Einzahlung – die letzte Einzahlung datiert vom 28.11.2026.

Zum Zeitpunkt des Vorfalls waren die Bonusbedingungen vollständig erfüllt, der angezeigte Betrag befand sich im reinen Echtgeldguthaben. Während eines laufenden Spiels wurden mir Gewinne von ca. 400> € angezeigt, die nach wenigen Sekunden wieder verschwanden, wobei das Guthaben auf den vorherigen Stand zurücksprang.

Eine eigenständige Überprüfung ist mir nicht möglich, da der gesamte Spiel- und Buchungsablauf serverseitig erfolgt. Ausschließlich der Betreiber hat Zugriff auf Spielprotokolle, Rundendaten, Buchungshistorien und Backups, die eine Klärung ermöglichen würden. Eine solche technische Prüfung wurde nicht transparent durchgeführt oder dokumentiert; stattdessen erfolgte eine pauschale Einstufung als AGB-Verstoß, ohne konkrete Benennung der betroffenen Spielrunde oder Vorlage von Protokollen.

Darüber hinaus ist festzuhalten, dass BlazeSpins in den eigenen AGB angibt, dass die KYC-Verifizierung höchstens 3 Tage dauert. In meinem Fall ist die KYC-Prüfung seit Wochen offen, ohne Freigabe, Ablehnung, Nachforderung oder Rückmeldung.

Zusätzlich zeigt sich dasselbe Muster bei StarzSpins, einer weiteren Marke desselben Lizenzinhabers, wo die KYC-Verifizierung bereits seit über einem Monat aussteht. Dies deutet auf ein systematisches Problem im Umgang mit KYC- und Auszahlungsprozessen hin.

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 Casino.

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

• Could you please provide a more detailed description of the events? If there is a record of your deposits, withdrawal attempts, and bonuses accepted, share it with me.
• Do I understand correctly that when you achieved your winnings using a no deposit bonus, you made an additional deposit and continued to play?
• Share screenshots here or privately send them to my email at [email protected] for review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Thank you for your feedback.

1. Deposits / Bonus / Free Spins

I did not make a deposit at BlazeSpins after the bonus.

The winnings were achieved exclusively through free spins, which were offered to me regularly or almost daily by the casino itself (e.g., approximately 60 free spins for the game "Blaze Coin").

These free spins were credited without a deposit and actively advertised.

2. No further deposit after bonus winnings

After receiving the bonus or free spins, I did not make any additional deposit and therefore did not mix real money with bonus money.

The last deposit was made before these bonus promotions (I can provide details based on the transaction history if needed).

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

1. Einzahlungen / Bonus / Freispiele

Ich habe bei BlazeSpins keine Einzahlung nach dem Bonus vorgenommen.

Die Gewinne wurden ausschließlich durch Freispiele (Free Spins) erzielt, die mir regelmäßig bzw. nahezu täglich vom Casino selbst angeboten wurden (z. B. ca. 60 Freispiele für das Spiel „Blaze Coin").

Diese Freispiele wurden ohne Einzahlung gutgeschrieben und aktiv beworben.

2. Keine weitere Einzahlung nach Bonusgewinnen

Ich habe nach Erhalt der Bonus- bzw. Freispiele keine zusätzliche Einzahlung getätigt und somit kein Echtgeld mit Bonusgeld vermischt.

Die letzte Einzahlung liegt zeitlich vor diesen Bonusaktionen (Details kann ich bei Bedarf anhand der Transaktionshistorie belegen).

Thanks for your reply.

You indicated in your first post that the relevant deposit was made on November 28th. Please let me know when the bonus spins were credited to your account and how much your balance was at the time the bonus spins were credited to your account. If there are any records about these details, please share them with me at my email so I may review them.

[email protected]

Thanks in advance for your reply and cooperation.

Hello Tomas, The winnings were achieved exclusively through free spins, which were offered to me regularly or almost daily by the casino itself (e.g. approx. 60 free spins for the game "Blaze Coin").

Hallo Tomas, Die Gewinne wurden ausschließlich durch Freispiele (Free Spins) erzielt, die mir regelmäßig bzw. nahezu täglich vom Casino selbst angeboten wurden (z. B. ca. 60 Freispiele für das Spiel „Blaze Coin").

Thanks for your response.

You wrote:

During an ongoing game, winnings of approximately €400 were displayed, which disappeared again after a few seconds, with the balance reverting to its previous level.

• Could you please provide any records showing your winnings?
• Could you please clarify when the incident happened?
• Do you have records of your game history available to you in order for us to conclude that the winnings were confiscated?

Share any available evidence with me at [email protected]

I apologize for the inconvenience.

Hello, Tomas,

Thank you for your feedback.

During the game, I was shown a win of approximately €400. This amount was visible for a few seconds. Shortly afterward, the win disappeared, and my account balance was reset to its previous level, as if the win had never existed.

I am attaching all available evidence to this email, including:

Screenshots of the game situation / win display

Available excerpts from the game or transaction history

Communication with the casino

Unfortunately, the winnings in question were not recorded in the game history, which, in my view, is part of the problem. I have no access to internal logs or backups – these are held exclusively by the casino.

I am convinced that the winnings were earned fairly and are rightfully mine.

Thank you in advance for your support and review of the case.

Hallo, Tomas,

vielen Dank für Ihre Rückmeldung.

Während des Spiels wurde mir ein Gewinn von etwa 400 € angezeigt. Dieser Betrag war für einige Sekunden sichtbar. Kurz darauf verschwand der Gewinn, und mein Kontostand wurde auf den vorherigen Stand zurückgesetzt, als hätte der Gewinn nie existiert.

Ich füge dieser E-Mail alle mir verfügbaren Belege bei, darunter:

Screenshots der Spielsituation / Gewinnanzeige

Verfügbare Auszüge aus der Spiel- bzw. Transaktionshistorie

Kommunikation mit dem Casino

Leider wurde der betreffende Gewinn nicht in der Spielhistorie verbucht, was aus meiner Sicht genau Teil des Problems ist. Ich habe keinen Zugriff auf interne Logs oder Backups – diese liegen ausschließlich beim Casino.

Ich bin überzeugt, dass der Gewinn regulär erspielt wurde und mir zusteht.

Für Ihre Unterstützung und Prüfung des Falls danke ich Ihnen im Voraus.

Hello, I need to correct myself, on November 28, 2025 I deposited €45 myself (transaction approved, receipt available).

On November 29, 2025, I received a message in the game stating that all wagering requirements had been met and my bonus winnings had been converted into real money (screenshot available). The date and time are also visible in the image.

Hallo, muss mich korrigieren, am 28.11.2025 habe ich 45 € selbst eingezahlt (Transaktion genehmigt, Beleg vorhanden).

Am 29.11.2025 erhielt ich im Spiel die Meldung, dass alle Umsatzbedingungen erfüllt wurden und mein Bonusgewinn in reales Guthaben umgewandelt wurde (Screenshot liegt vor). Das Datum und Uhrzeit ist auch im Bild zu sehen.

Dear Ici77,

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, Peter ([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,

Tomas

Hello there,

Thank you Ici77 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!

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 Ici77,

I have tried to contact the Blaze 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: ([email protected]) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter