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Casino: Blaze Spins Casino

Amount: €200 (approximately)

Country: Greece

Username: player1612025

Player name: Dejvid I.

Complaint summary:

Blaze Spins confiscated my entire €200 balance after 2.5 months of KYC delay, citing "mixing of funds" for activating a bonus while awaiting withdrawal approval. Decision confirmed as final despite my appeals.

Full story:

Sep 21, 2025: Started playing and made initial deposits.

Late Sep 2025: Requested first withdrawal from legitimate winnings. Request cancelled pending KYC.

Oct-Nov 2025: Submitted all KYC documents multiple times but received no updates for over 2 months. Unable to access funds during this period.

Dec 8, 2025: KYC suddenly approved AND balance voided in same email, claiming I violated Clause 17.3 by activating 150% deposit bonus + 11 free promotions while original withdrawal was pending.

Dec 8-21: Multiple appeals to Sarah/Joseph (Finance Team). Offered $50 chip (x30 WR, $200 max cashout) as "goodwill" but refused reinstatement. Confirmed "final decision, no appeals".

Key issues:

Unreasonable KYC delay: 2.5 months without communication forced bonus activation to continue playing.

No prior warning: Clause 17.3 not clearly highlighted; bonus/promotions auto-available in account.

Punitive response: Total confiscation disproportionate to alleged violation.

Requested resolution: Full reinstatement of €200 balance or equivalent compensation for unfair treatment and excessive processing delay.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your deposit history and bonus history?
• How many bonuses did you activate while your initial withdrawal request was pending?
• Have you received any warnings or pop-ups regarding the activation of subsequent bonuses while your withdrawal request has not been processed yet?

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

Best regards

Veronika

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.

Hi Veronika,

Thank you for your reply.

I will attach screenshots of:

My deposit history for the period around 21 September onwards.

My bonus / promotion history, including the 150% no-wagering bonus and the free promotions that were used.

As far as I remember, I activated one 150% no-wagering deposit bonus and in total around 11 free promotions while my initial withdrawal request was still pending. Some of these did not meet the wagering requirements and some converted into real balance, as the casino also stated in their email.

I did not receive any warnings or pop-up messages telling me that I was not allowed to activate new bonuses or free promotions while:

my withdrawal request was pending, or

my balance was above €1.

The system allowed me to claim and use these offers normally. If I had received a clear warning that activating another bonus would lead to confiscation of my balance, I would not have done it.

Additionally, my KYC and withdrawal were delayed for more than two months, and the casino only decided to void my balance at the same time they finally approved my KYC. During this long delay, I continued playing and using promotions because my money was locked and I had no clear indication that this would be considered "mixing of funds" leading to total confiscation.

I will send you the screenshots on your email because it won't let me here.

Please let me know if you need any further details or specific screenshots.

Hello daveibr,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please request the casino to send you your entire gaming history in Excel format and then forward the file to me at veronika.f@casino.guru. Thank you for your cooperation.

Im waiting for them to respond, I'll forward the file to you when they do.

Hi Veronika,

As you asked, I emailed Blaze Spins requesting my full gaming history in Excel. They have not responded after several days, and I have now sent a reminder as well. If they continue to ignore the request, please consider this in the assessment of my case, as I am fully cooperating and they are not providing the data.

Best regards,

Dejvid

Dear daveibr

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 (peter.c@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,

Veronika

Hello there,

Thank you daveibr 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 Spins Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello Peter,

Hello Daveibr,

Thank you for reaching out.

We can confirm the player’s balance was voided due to a verified breach of Clause 17.3 (Mixing of Funds) in our Terms and Conditions.

Clause 17.3 prohibits claiming a bonus while another promotion remains active and also requires the active balance to be reduced to below €1 before starting a new offer. The clause also states that violations may result in forfeiture of bonuses and winnings.

In this case, after the player’s initial withdrawal request was cancelled due to the pending KYC verification, the player then proceeded to activate additional promotional activity, specifically:

• 1x 150% deposit bonus
• 11x free promotions
• 8 that did not meet wagering requirements
• 3 that did meet wagering requirements

As a result, the account activity created a situation where promotional funds and subsequent gameplay outcomes could not be reliably separated from prior funds under our rules, and the funds were therefore treated as mixed under Clause 17.3. Based on this breach, the balance and associated winnings were voided in line with the Terms accepted upon registration.

As a goodwill gesture we already credited the player with a $50 chip with:

• x30 wagering
• $200 max cashout

The player has already used this goodwill bonus.

We remain fully cooperative in this matter and are available to provide any additional information required. Please let us know Casino Guru’s guidance on any further steps we can take to assist with resolving this case.

Kind regards,

Maria

Blaze Spins Casino

Thank you for the clarification Blaze Spins Casino representative. According to our Fair Gambling Codex, we would like to see that rules like the one that the player has violated unknowingly would be protected through software means, and in situations where this is not feasable a warning in the form of pop up would be given to the player before a new bonus is activated. I would like to ask if you could clarify if any such safeguards are implemented in your establishment. Thank you in advance for your clarification!

Hello Peter,

Hello Daveibr,

Actually, yes - we already have a software safeguard in place that provides a clear on-screen warning to players about the restriction you referenced (i.e., that bonus terms remain in effect and that funds must not be mixed).

Specifically, when a player fulfills the wagering requirements, the system displays the following pop-up message:

Congratulations! Your wagering requirements are complete and bonus winnings are now in your real balance. Please note that bonus terms remain in full effect until the entire bonus-generated balance is fully withdrawn or lost.

This warning is designed to inform players that, even though the wagering requirements are met, the bonus conditions are still active and the player must fully withdraw or lose the bonus-generated balance before starting any new promotional offer, to avoid mixing promotional and non-promotional funds.

Kind regards,

Maria

Blaze Spins Casino

Hi Peter,

To clarify Blaze Spins' response:

- I never saw ANY warning (popup or otherwise) telling me I could not activate new promotions while my withdrawal request was pending KYC for 2.5 months.

- No software prevented me from claiming the 150% bonus + 11 free promotions, which the system offered normally.

Their safeguard doesn't address preventing "mixing" at the activation stage, which is what they penalized me for.

Best regards,

Dejvid

Thank you to both parties for the update.

Dear Blaze Spins Casino representative, could you please clarify whether players are required to click or acknowledge anything in response to the warning in order to confirm that they have seen it?

Additionally, could you provide an example of the type of warning a player would receive after completing the wagering requirements?

Thank you in advance for your cooperation.

Hello Peter,

Hello daveibr,

Thank you for your follow-up questions.

The pop-up is displayed automatically by the platform once wagering is completed. At this time, it does not require a mandatory click-through or checkbox acknowledgement in order to proceed. The message appears on-screen and can be closed by the player, but we cannot technically enforce a mandatory action due to limitations of the third-party casino platform we operate on.

In practice, the intent of this warning is to inform the player that even after wagering is completed, the promotion is still considered active until the related balance is fully withdrawn or lost, and starting additional offers before that point can result in "mixing of funds" under Clause 17.3.

If helpful, we can provide a screenshot of the pop-up to support this explanation.

Kind regards,

Maria

Blaze Spins Casino

Thank you for the update Blaze Spins Casino representative. Please provide a screenshot of the pop-up to support this explanation.