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I deposited 400€ to BetBlast Casino via bank transfer on 28th of January 2026. I used the 60% non-sticky bonus available on their site. I got lucky and won a large sum of money without ever having to touch the bonus money. The next thing I did was request a withdrawal of 4000€, which was the maximum amount their system was allowing me to make. I also went through their verification process succesfully.

On the following day I received an e-mail from BetBlast Casino saying "Hello, Greetings from Betblast! We would like to inform you that your winnings have been voided and your account has been closed due to a commercial decision. We understand this may not be the outcome you were expecting, but this decision is final and cannot be discussed further. You are able to withdraw your remaining balance, equivalent to your deposits. Please proceed with withdrawing these funds at your convenience."

Obviously I asked for a reason but they didn't give me any explanation. Just the same answer as before.

Dear Casino Guru, please help me resolve this issue and help me get my winnings. They can't just take 20 891€ from me for no reason. I have not broken the casino's terms and conditions and I know it for a fact.

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Dear Bilberuusi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetBlast Casino regarding the withdrawal of your winnings.

To better understand your situation and assist you effectively, I would like to ask you a few questions:

• What specific methods did you use to verify your identity with the casino?
• Were there any messages or notifications from the casino before your account was closed?
• Did you receive any terms and conditions that you agreed to upon making your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hi!

Thank you for your response. I will answer your questions.

1. Verification: proof of identity (I sent a picture of my passport), proof of address (electricity bill pdf) and liveness check (I had to turn my head in front of my webcam)

2. Messages: The only message I got was the one I mentioned in my previous post (your winnings have been voided and your account has been closed due to a commercial decision).

3. Terms & conditions: I read the general bonus terms and the specific bonus terms for the non-sticky bonus I activated. I also read the general terms and conditions before I made the deposit. I am absolutely sure I have not violated those terms in any way.

I find it hard to believe that a casino can void my winnings for no reason. I won a large amount of money fair and square and they just don't feel like paying. Their working methods seem highly unethical to me.

Dear Casino Guru team, help me resolve the situation, please!

Thank you for your reply and for providing the previous details, Bilberuusi.

• Could you please provide us with a link to the bonus you used or a screenshot showing the bonus details?
• Have you tried contacting the casino’s customer support to get further clarification regarding their decision?
• Additionally, could you share any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Hi!

I contacted the casino right away when I received their first e-mail, like I said in my first message in this thread. I sent several more e-mails asking them to give me a reason why they did what they did and also tried to make them reconsider their outrageous decision. All I got was generic messages in which they offered their compassion and understanding but no clarification for their "commercial decision", let alone any proof of me violating the rules. I have sent you screenshots of these discussions via e-mail. There was no communication with the casino other than these e-mails.

I don't have a screenshot of the exact bonus I used and I can not log in my account anymore, but the bonus I used was a non-sticky 60% weekly reload bonus. I deposited 400€ and got 240€ bonus money. As I can see, they have changed their weekly reload bonus to 40% since then. The bonus had a 35xb wager and a 5€ max bet. Feature buys were not allowed. I never had to do the bonus wagering because I got my big win while playing with real money, I didn't buy any features and I only played one slot with 5€ bet. There was also a list of excluded games. The one I chose was not on this list.

Dear Bilberuusi

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetBlast Casino representative to join this conversation.

Dear BetBlast Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Mirka