Blaze Spins Casino - Igrač se suočava sa problemom sa isteklom aktivacijom bonusa.

ou stated that the bonus had already expired, but your system still allowed me to claim and activate it on the 12th.

If a promotion is truly expired, the system should block activation completely.

By allowing activation and then removing the bonus while I was still wagering, the platform created a misleading situation where the user believes the promotion is valid and active.

This is a system error, not a user mistake.

I activated it only because YOUR system said it was valid.

If the bonus was no longer valid, why was activation still allowed?

I request a clear and fair resolution — either restore the bonus with the remaining wagering progress OR refund the affected balance.

This situation was caused by your system, not by the user

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• To clarify, I see that you attached a screenshot with the first deposit bonus promo. Was this the bonus you activated and played with?
• How did you activate the bonus? Did you use a promo code, or did you find it somewhere in your casino account?
• Also, do I understand correctly that the casino canceled the bonus while you were actively playing with it?

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

Best regards,

Kristina

Hello Kristina,

Thank you very much for your reply.

To clarify your questions:

1. Yes, the first deposit bonus shown in the screenshot is exactly the bonus that I activated and played with. The casino system presented it as available and valid on the 12th, so I claimed and activated it normally.

2. I activated the bonus directly inside my casino account. I did not use any promo code. The bonus appeared automatically in the promotions section, and the system allowed me to click "Claim" and start playing. If the promotion was expired, the system should not have allowed activation.

3. Yes, the casino cancelled the bonus while I was actively playing and completing the wagering requirement. They removed the entire bonus balance and all wagering progress without any warning.

Important additional detail:

Before depositing money for this bonus, I contacted the casino’s live support to ask for clarification. The support agent did not give me any warning that the promotion was close to expiring or that activation after the valid period could cause issues. This misled me into believing everything was valid.

If the bonus was really expired, both the system and the support agent failed to inform me, which makes this a casino error, not a player mistake.

Thank you for assisting with this case, and please let me know if you need any additional information or screenshots.

Here are some additional screenshots.



I would also like to add one more important detail:

Before activating the bonus, I contacted the casino’s live support to ask for clarification. However, the support agent did not warn me that the promotion was close to expiring or that activating it on the 12th could cause problems.

If the bonus was truly expired or close to expiration, the support team should have informed me when I asked for assistance. This lack of warning misled me and made me believe everything was valid.

When the casino removed my bonus, the system still showed that the promotion had more than 1 day remaining before expiration. This means the internal countdown timer was still active, and according to the system itself, the bonus was not expired yet.

If the bonus was truly expired, the system should not display that there was still more than 1 day left. This inconsistency proves that the casino’s system was not synchronized and misled me by showing incorrect information about the bonus validity.

Because of this system error, I believed the bonus was still valid while I was playing and completing the wagering.

I have not heard back in a few days. Please update me on the progress."

Thank you very much for your reply. Could you please clarify the dispute value ($975)? Is this the balance you had at the time the bonus was cancelled?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post screenshots here. Thank you in advance.

"Yes, the dispute value is $975 because that was the balance shown on my screen at the moment the bonus was cancelled.

I did NOT withdraw any money. The casino system automatically removed my funds and recorded it as a ‘Bonus Withdrawal $972.57’.

This was not a real withdrawal by me — it was the system taking my balance when the bonus ended early.

I had not completed the wagering yet because I only played for about 8 hours before the system suddenly cancelled the bonus."

"Yes, the dispute value of $975 is correct.

These are the last screenshots I managed to capture before and after the balance was taken.

As you can see, my balance was around $975 before the casino cancelled the bonus. Immediately afterwards, the system set my USD balance to 0 without allowing me to finish wagering or withdraw anything."

And here is the latest photo I took of the screen on my phone showing Nux coin , On the official page in my main account.

Here is the full chat conversation with BlazeSpins support.

As you can see, they refuse to explain why my bonus was cancelled early, why my balance was removed, and why they show a ‘Bonus Withdrawal’ that I did not request.

They told me they don't see anything out of order, even though my money disappeared during wagering.

They also asked me to email many times, but nobody ever replied.

This conversation shows that the casino is not providing any valid explanation.

I have tried to mail blazerspin admin before as you advised, but there is absolutely no reply and no answer whatsoever....

Dear Micam123

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, Michal (michal.k@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,

Kristina

Hi CasinoGuru Team,

Thank you very much for reviewing my case and for moving it to the next stage.

I truly appreciate your support and the time you’ve taken to go through all the information I provided.

Hello Michal,

It’s a pleasure to have you as the Resolver for my case.

Thank you in advance for taking over communication with the casino.

If you need any additional details, evidence, or clarifications, I will be ready to provide them immediately.

Thanks again to the whole CasinoGuru team for your assistance and professionalism.

I look forward to a fair and smooth resolution.

Kind regards,

M* N*****

mi**********5@gmai.com

Hello Micam123,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I can understand your dissatisfaction with the occurred situation, but just to confirm that I understand correctly, the funds you are depositing were still bonus funds because you have not been able to finish the wagering of the bonus, correct?

Can you please clarify why you have opted specifically for this bonus? Have you read the bonus T&Cs before you claimed it?

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

Dear Blaze Spins Casino,

I recognise that bonuses may come with an expiration date. Could you kindly clarify why the player was not presented with an alternative bonus that would correspond to the previous bonus wagering stage after the "old" bonus expired? This approach would likely have contributed to resolving the situation in a more user-friendly and effective manner.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Hello Michal,

Thank you for your message.

To clarify your questions:

1. Yes, the funds I was using were bonus funds, because I had not finished the wagering requirements yet. However, the reason I could not complete wagering was not due to my mistake, but because the casino allowed me to activate a promotion that had already expired.

2. Why I opted for this bonus:

I activated this bonus because the casino still displayed it as active and available, even though it had actually expired 1 day earlier. The system did not block it, did not remove it, and did not warn me in any way.

Therefore, from a player’s perspective, the promotion appeared valid. Any player would naturally assume that a bonus shown as available by the casino is still within the valid period.

3. Regarding the T&Cs:

Yes, I read the T&Cs. However, the casino failed in managing and updating the promotion status.

If a bonus is already expired, the casino should not allow players to activate it, or at the very least it should display a clear expiration message.

- After I read the terms carefully... I consulted with customer service to ask about that promotion. But I did not receive any warning and time information of the product. Expired 1 day ago.

- As for the time issue, I completely rely on the casino system's reverse time. After I activate the time displayed on my account system from the time of activation Until the absurdity of the money being withdrawn there is still plenty of time as the image I provided...

In my case, the expired bonus was still being offered and the system allowed me to deposit and enter wagering normally.

This issue happened due to the casino’s improper handling of the promotion’s expiration, not due to any misunderstanding on my side.

Please let me know if you need any more details or screenshots. I have full evidence that the casino continued offering an expired promotion and allowed me to use it without warning.

Thank you.

Hi Guru,

Hi Micam123,

Thank you for the opportunity to clarify the situation from the casino’s perspective.

After reviewing the full case details, including the screenshots provided by the player, it is important to highlight a key point regarding the promotion’s validity period.

The bonus terms clearly stated that the availability of the promotion ended on October 11th at 23:59 GMT (0). This information was visible both before the promotion was claimed and throughout the time it remained active in the player’s account. The player also confirmed in this discussion that the bonus terms were read prior to activation, and the screenshot submitted by the player shows the same expiration date displayed directly within the bonus details.

For that reason, it would be inaccurate to suggest that the casino failed to warn about the expiry or that the expiry information was unavailable. The terms explicitly displayed the valid timeframe, and these terms were accessible to the player at all relevant stages.

Regarding the technical aspect:

Although the official expiration occurred on October 11th, the system applied a short grace period for all players who had claimed the promotion within the valid window. This temporary extension allowed continued wagering for a limited time after the official expiry. Once this universal grace period concluded, the system automatically closed the promotion for all affected users in accordance with the predefined bonus rules.

It is also important to note that at the time the bonus concluded, the player had completed $2,438.42 of the required $7,960.50 wagering amount. The bonus was therefore still far from reaching the wagering completion threshold when the system-applied grace period ended.

The casino designs promotions to be competitive and time-sensitive, which is why clear visibility of terms is essential. In this case, the terms were indeed displayed correctly before the bonus was claimed and remained accessible afterward.

Nonetheless, the casino takes all player concerns seriously. Maintaining transparency and a positive user experience is a priority, and feedback such as this helps improve communication and promotional clarity moving forward.

The casino will continue to fully cooperate with Casino Guru throughout the resolution process.

Maria,

Blaze Spins Team

Hello Casino Guru team,

Hello Blaze Spins Casino,

I would like to submit a very important update based on the actual data from Blaze Spins' own system, which directly contradicts the statements provided by the casino representative.

+ About the wagering progress – the casino’s claim is factually wrong

The representative claimed that I wagered "only $2,438".

However, Blaze Spins’ own system shows:

Total Winnings: 3,611.14 USD

Total Bets: more than 7,000 USD (clearly displayed in my account statistics)

These numbers cannot exist if I only wagered $2,438.

A player cannot have $3,611 in winnings and over 7,000 USD total bets if they only wagered 2,438 USD.

This proves that the wagering value mentioned by the writer is not based on real account data.

The correct wagering requirement according to the bonus terms is:

Deposit: 265 USD

Bonus 300% = 795 USD

Wagering = Bonus × 10 = 7,950 USD

My account clearly shows I wagered almost 7,000 USD, meaning I completed about 89% of the wagering requirement, not 30%.

This is a critical discrepancy that must be addressed.

This point is extremely serious and must be addressed clearly, because what happened in my case violates the fundamental standards of the online gambling industry.

In every reputable casino — whether licensed in Curaçao, MGA, UKGC,...., or any recognized regulatory body — the rule is universal:

+ When a bonus expires, only the bonus amount is removed.

A casino must never confiscate the player’s real-money balance.**

However, Blaze Spins did something completely opposite and highly alarming:

My real deposit was taken

My real-money winnings were taken

The system labeled this as a "Bonus Withdrawal – Success", even though I never requested a withdrawal

No notice, no explanation, no authorization from me

This is not a minor technical mistake.

This is not normal.

This is a direct removal of real player funds, disguised as a system action.

>>>This raises a critical question:

Is this behavior considered fraudulent or a form of misappropriation of player funds?

Because in any regulated environment, the forced removal of a player’s real balance due to a bonus expiring would be classified as a serious breach, potentially even unlawful.

>>>No legitimate casino system behaves this way.

If a bonus expires:

The bonus is removed

The real-money balance remains untouched

The player continues playing with their own funds

Blaze Spins instead took everything, including my deposit, and recorded it as if I withdrew the money myself.

This is an extremely serious inconsistency that goes far beyond normal promotional or technical errors.

I respectfully request Casino Guru and Blaze Spins to explain:

Under what rule, policy, or legal basis can a casino confiscate a player’s real money and present it as an authorized withdrawal?

Because such an action aligns with no known industry standard, and raises legitimate concerns about system integrity and fair player treatment.

I respectfully ask Casino Guru to step in, because this issue is no longer about a bonus simply expiring.

Blaze Spins removed both my real deposit and my real-money winnings, and marked it as a "Bonus Withdrawal" that I never requested.

No legitimate casino removes a player’s real balance when a bonus expires — only the bonus should be voided.

What happened here goes far beyond normal policy and raises a serious concern about the handling of player funds.

For this reason, I urgently request Casino Guru’s support to review and resolve this matter fairly.

Best regards

Micam123

mi******5@gmail.com

Thank you all for your responses.

Dear Micam123,

The response above was provided by a Blaze Casino team member. You’ve raised several valid points, and I would also appreciate it if the casino team could address or clarify them further.

However, I do need to highlight one important detail: the funds in your balance prior to the confiscation consisted of a combination of your previous real-money deposit and the bonus funds. Until the wagering requirements (along with all other conditions tied to that specific bonus) are fully met, the entire balance is treated as bonus funds. At that stage, they are not considered real-money funds and cannot be withdrawn. This is how the system works in the majority of online casinos, except when it is explicitly mentioned that the deposited funds are completely separate from the bonus funds. I want to ensure this is understood.

That said, I remain hopeful that we can reach a reasonable and fair resolution that satisfies both sides.

Dear Maria / Blaze Spins Team,

We look forward to receiving your clarification regarding the concerns raised above.

Dear Michal,

Dear Micam123,

Thank you for the opportunity to clarify the remaining points and to ensure the timeline and mechanics are fully transparent.

Balance status at the time of bonus closure

At the moment the promotion was closed, there were no funds available on the real-money balance. The entire playable balance consisted exclusively of bonus funds, as the wagering requirements for the promotion had not yet been fulfilled.

As is standard across the industry, until all wagering conditions and bonus-related requirements are fully completed, the combined balance (deposit + bonus) is treated as bonus-bound funds and does not convert into withdrawable real-money balance.

Wagering timeline and amounts

The total wagering requirement for the promotion was $7,960.50. At the time the bonus was closed, the player had completed $2,438.42 toward this requirement.

The last wager placed using bonus funds originated from the deposit funds occurred on November 12, 2025, at 17:12. From that point onward, all subsequent wagering activity was carried out solely using bonus funds credited on top of the deposit. Because the wagering requirement had not been met at the time the bonus expired, the bonus (and any associated bonus-derived balance) was removed in accordance with the bonus terms.

Clarification regarding "Total Bets" and "Total Winnings"

The figures referenced by the player (such as Total Bets and Total Winnings displayed in the account statistics) represent lifetime account statistics calculated from the moment of account creation. These values aggregate all historical bets and wins across all gameplay, regardless of promotion.

They are not limited to, nor do they reflect, wagering progress for a specific bonus or promotion, and therefore cannot be used to determine completion percentage for this particular bonus.

The relevant and authoritative figure for this case remains the promotion-specific wagering tracker, which confirms that only $2,438.42 of the required $7,960.50 had been wagered when the bonus expired.

Summary

• No real-money balance existed at the time of bonus closure
• The wagering requirement was not met
• All remaining balance was bonus-bound and expired together with the bonus
• Lifetime account statistics are not applicable to promotion-specific wagering

We understand that bonus expirations can be frustrating, particularly when a player has invested significant time playing. Nevertheless, the outcome in this case followed the defined bonus rules and standard bonus-handling mechanics applied uniformly across all players. We remain fully available should Casino Guru require any additional information to finalize this review.

Maria

Blaze Spins Team

Dear Casino Guru Team,

I would like to clarify a critical technical point.

In order to activate a new bonus, the system explicitly required me to cancel the previous bonus first. This means each bonus has its own independent lifecycle and wagering tracking. Once a bonus is canceled or expired, its wagering progress is closed and cannot be carried over.

Therefore, the claim that my wagering or points were "accumulated from other bonuses" is technically impossible, as no other active bonus existed. I only received one bonus of $77, and all subsequent wagering activity occurred after that bonus ended and new deposits were made.

If wagering data can still be merged across canceled or expired bonuses, this would indicate a serious flaw or lack of control in the casino’s bonus tracking system, which raises significant fairness and transparency concerns.

I respectfully request Casino Guru to review this point carefully, as it goes beyond a simple bonus expiration issue and directly concerns system integrity and player protection.

From an industry-standard perspective, the current explanation provided by Blaze Spins is deeply concerning.

Blaze Spins presents itself as a professional operator, yet repeatedly makes unverified claims without providing any concrete evidence to support them. Statements such as "these figures come from accumulated historical play" are asserted as facts, but no bonus IDs, no timestamps, no session-level wagering logs, and no calculation breakdowns have been provided.

In reputable casino operations, claims affecting player funds must be supported by verifiable data, not assumptions. It is not acceptable to simply attribute discrepancies to "lifetime statistics" without demonstrating:

when the wagering occurred,

under which specific bonus,

and how the wagering calculation was derived.

According to Blaze Spins’ own displayed statistics:

Total Bets: 7,067

Total Bets Won: 4,681

Total Winnings: $3,611.14

These figures already represent winning outcomes only. The system does not display total losses, which means the actual wagering turnover must be significantly higher, since wagering volume equals wins plus losses, not wins alone.

Under standard industry practice, such a level of turnover cannot be dismissed casually, nor can it reasonably be attributed to a small $77 bonus or undefined "historical activity" without documentation.

Moreover, the system requires a previous bonus to be canceled before a new bonus can be activated, meaning each bonus has a separate lifecycle and independent wagering tracking. Mixing wagering data across canceled or expired bonuses would indicate a serious failure in internal controls, not a player misunderstanding.

With respect, a casino operating at scale cannot rely on unsupported assertions when dealing with player funds. If Blaze Spins maintains its position, then the burden of proof lies with the casino to provide clear, auditable, and bonus-specific evidence. Without such evidence, the conclusions being imposed on the player remain unsubstantiated and inconsistent with industry standards.

I respectfully ask Casino Guru to evaluate this matter based on verifiable data and established casino practices, rather than unsupported statements.

This is now the second time Blaze Spins has put forward claims that are not supported by any verifiable evidence. Assertions are repeatedly made, yet no documents, logs, timestamps, or calculation records are provided to substantiate them.

In any international and regulated business environment, statements without evidence carry no weight. Decisions affecting player funds cannot be based on assumptions or imposed interpretations — they must be supported by clear, auditable proof.

At this point, continuing to make unsupported claims raises serious concerns about professionalism and accountability.

Best regards

Micam123

micam1985@gmail.com

Dear Micam123,

Although you have once again brought up several valid points, I certainly welcome any further clarification from the casino team regarding them. At the same time, however, I am starting to feel that further exchanges may not be particularly fruitful, as both parties have their own legitimate arguments.

Dear Blaze Spins Casino,

Based on my understanding of the situation (and please feel free to correct me if I am mistaken or have missed something), it appears that the most suitable way to bring this matter to a resolution that would reflect customer friendliness would be either to return the player’s deposit, given that the service could not be fully utilised, or (as I know from experience that expired bonuses cannot be technically restored), please provide the player with a bonus that reflects, as closely as possible, the position prior to the bonus being automatically removed by the system.

I would appreciate it if you could consider accommodating the player through one of these options.

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 Michal,

Dear Micam123,

Thank you for your continued efforts to help bring this matter to a fair and reasonable conclusion.

After carefully reviewing the circumstances and taking into account the mediator’s recommendation to pursue a customer-friendly resolution, Blaze Spins Casino has decided to extend a goodwill offer to the player, without admission of fault and strictly as a gesture of resolution.

Given that the player’s original deposit amount was $265 USD, we are prepared to offer the following:

Goodwill Resolution Offer

Bonus: $300 Free Chip

Wagering Requirement: 30x

Maximum Cashout: $500

This offer is intended to provide extended gameplay and a renewed opportunity to play under clearly defined and fully transparent terms, thereby resolving the dispute amicably and in line with the spirit of fairness suggested by Casino Guru.

Should the player choose to accept this resolution, the $300 Free Chip can be credited promptly upon confirmation.

We appreciate Casino Guru’s assistance throughout this process and remain open to closing this case in a constructive and cooperative manner.

Kind regards,

Maria

Blaze Spins Team

Dear Casino Guru Team,

Dear Blaze Spins Casino,

Thank you for the proposed goodwill offer and for the time taken to respond.

However, I would like to clarify my position respectfully but clearly.

This complaint was never raised as a request for a courtesy bonus, nor as an appeal for goodwill. I did not come here seeking favors or free play.

The core issue concerns a material loss arising from system handling, bonus lifecycle management, and the automatic removal of funds under circumstances that were neither transparent nor properly controlled. Framing the resolution as a "goodwill gesture" unintentionally shifts the narrative away from accountability and toward charity, which is not an accurate reflection of this case.

A $300 free chip with a 30x wagering requirement and a $500 maximum cashout does not reasonably correspond to:

the original real-money deposit,

the verified wagering volume already completed,

nor the technical inconsistencies that formed the basis of this dispute.

I appreciate the intention to resolve the matter amicably, but a resolution should aim to restore fairness, not merely extend gameplay. I am not requesting preferential treatment — only a solution proportionate to the circumstances and aligned with standard industry practices.

I remain open to a constructive resolution and trust that Casino Guru will continue to assess this case based on facts, transparency, and player protection principles rather than symbolic gestures.

I would also like to state this explicitly:

please do not interpret this complaint as a request for charity, nor position the player as someone seeking benevolence.

We do not accept our situation being framed in a way that diminishes personal dignity or implies dependence on goodwill. This case was brought forward to seek fairness, clarity, and accountability — not sympathy.

Respect for the player’s position and self-respect is fundamental in any professional and international dispute resolution process. Any resolution should reflect mutual respect, not a hierarchy where one party is expected to be grateful for concessions unrelated to the underlying issue.

Best regards

Micam123

mi********5@gmail.com

Dear Michal,

Dear Micam123,

Thank you for the opportunity to respond further and to clarify the intent and basis of the proposed resolution.

First, we would like to acknowledge that the players’ concerns have been clearly articulated and taken seriously throughout this process. This response is not intended to diminish the player’s position, nor to frame the matter as a request for benevolence or charity. Our objective has been to reach a practical, proportionate, and final resolution in a situation where both parties hold defensible interpretations of the events.

After repeated internal reviews, we maintain the following points, which remain unchanged:

Bonus validity and expiry

·  The promotion had a clearly defined expiration date (October 11th, 23:59 GMT), which was visible in the bonus terms.

·  A temporary grace period was applied system-wide for users who had already activated the bonus.

·  Once that grace period concluded, the bonus was automatically closed by the system for all affected players.

Balance classification

·  At no point prior to completion of wagering did the player’s balance convert into withdrawable real-money funds.

·  As per standard industry mechanics, the combined balance (deposit + bonus + bonus-derived winnings) remained bonus-bound until wagering completion.

·  Upon bonus expiration, all bonus-bound funds expired together in accordance with the bonus rules.

Wagering figures

· The authoritative wagering progress for the promotion is determined exclusively by the bonus-specific wagering tracker.

· Lifetime account statistics (total bets, total winnings) are cumulative and not indicative of progress for a specific promotion.

These points have been communicated transparently and consistently, and we understand that the player disagrees with these mechanics. However, disagreement alone does not invalidate their application.

The proposal made by Blaze Spins was not intended to reframe the matter as goodwill or to diminish the player’s dignity. Rather, it was offered because Casino Guru indicated that a customer-friendly resolution would be appropriate given the circumstances.

Technically, expired bonuses cannot be reinstated or resumed mid-wager. A full refund of the balance claimed by the player would not be consistent with the applicable bonus terms or internal audit data. The offered free-chip solution was designed as a settlement to allow the player renewed play under fully transparent conditions, while closing a dispute that has reached a point of diminishing returns for all parties.

We respectfully note the player’s refusal of the proposed resolution and their position regarding proportionality.

At this stage Blaze Spins has acted in good faith, the bonus rules were applied consistently. A mediated settlement option was extended in line with Casino Guru’s recommendation. Should Casino Guru propose an alternative structured resolution that aligns with both regulatory fairness and the technical constraints of bonus systems, we remain open to reviewing it.

Otherwise, we believe the matter has been addressed to the fullest reasonable extent, and we are prepared to accept Casino Guru’s final determination on this case.

Kind regards,

Maria

Blaze Spins Team

Hello Micam123,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Michal,

Thank you for the update and for letting me know. I understand the situation and have no problem with the extended timeline. I appreciate your transparency and your efforts in handling my case.

Thank you for your assistance wish you a pleasant vacation!

Best regards,

Micam123

Thank you all for your responses.

As noted earlier, this case involves valid arguments on both sides, with certain points holding strong merit for each party. Given this, concluding the case in favour of one side or closing it as unresolved may not be the most productive or expected outcome.

Since our primary goal is to achieve clarification and, where possible, reach a reasonable resolution, I would like to ask Micam123 to share their thoughts on what they believe would be a realistically achievable and acceptable outcome given the current circumstances.

Just to remind you of my previous response, the funds in your balance prior to the confiscation consisted of a combination of your previous real-money deposit and the bonus funds. Until the wagering requirements (along with all other conditions tied to that specific bonus) are fully met, the entire balance is treated as bonus funds. At that stage, they are not considered real-money funds and cannot be withdrawn, so please bear this in mind.

Hello Michal,

Thank you for your efforts in facilitating a constructive resolution.

I confirm that I am open to resolving this matter in line with the options you have outlined. A refund of my real-money deposit would be an acceptable and fair outcome for me under the circumstances. Alternatively, I am also open to a reasonable bonus-based solution if the casino prefers that option.

I appreciate your support and look forward to the casino’s response.

Kind regards,

Micam123

Thank you for your response, Micam123.

Dear Maria / Blaze Spins Team,

Thank you for your continued cooperation and willingness to explore a fair resolution. While I appreciate your previous offer, I understand why it may not have represented a reasonable compromise, given that the wagering requirement remained relatively high in comparison to the original bonus, which made it difficult to view it as a balanced outcome.

As noted by the player, a refund of the deposit would be considered an acceptable and satisfactory resolution. Alternatively, if feasible, we would welcome the possibility of a more user-friendly bonus with a substantially reduced wagering requirement, which could also help bring this case to an equitable conclusion.

Thank you again for your time and consideration. I look forward to your thoughts.

Dear Michal,

Dear Micam123,

Thank you for your continued efforts in guiding this case toward a balanced and constructive resolution.

Following further internal review and taking into account the mediator’s latest recommendation, Blaze Spins Casino is prepared to improve the previously proposed settlement in order to bring this matter to a fair and practical conclusion. This revised offer reflects a materially reduced wagering requirement compared to the earlier proposal and is intended to address the proportionality concerns raised.

Revised Resolution Offer

• Bonus: $300 Free Chip
• Wagering Requirement: 20x
• Maximum Cashout: $500

We would like to emphasize that this proposal is made solely as a mediated settlement in the spirit of customer fairness and dispute resolution, and not as a gesture of charity or goodwill. Our aim is to close this case in a manner that is respectful to the player and aligned with Casino Guru’s mediation principles.

Should Micam123 choose to accept this revised offer, we will arrange for the bonus to be credited promptly under clear and transparent terms.

We remain open to finalizing this matter constructively and appreciate Casino Guru’s continued involvement.

Kind regards,

Maria

Blaze Spins Team

Dear Casino Guru Team.

Thank you for the update and for the efforts made so far.

At this stage, I believe my position and the underlying issues have already been fully articulated in previous submissions. I do not have any additional arguments or demands to add.

I respectfully leave the matter to Casino Guru’s assessment and final determination, based on the facts, proportionality, and mediation principles applied throughout this case.

I will accept Casino Guru’s conclusion, whatever it may be.

Kind regards,

Micam123

Dear Micam123,

While the improved offer from Maria and the Blaze Spins team may still not fully meet your expectations, it does seem to represent the most appropriate and balanced resolution in light of the circumstances. Based on our experience, further extending this matter is unlikely to lead to a different outcome and essentially will only "consume" extra time for everyone involved.

With this in mind, we kindly ask you to let us know if you are comfortable accepting this offer so we may proceed with bringing the case to a close.

Dear Michal.

Thank you for your message and for the time you have invested in this case.

I would like to confirm that I am, in principle, willing to accept the proposed resolution in order to bring this matter to a close.

That said, I would like to ask whether it would be possible for the bonus to be credited without additional restrictions such as a maximum bet limitation and exclusion of live casino games, while keeping all other terms unchanged (bonus amount, wagering requirement, and maximum cashout).

My intention is not to renegotiate the value of the offer, but rather to ensure that the wagering can be completed under reasonable and standard gameplay conditions, avoiding further technical or practical complications.

If this adjustment is feasible, I am comfortable proceeding and closing the case accordingly.

If not, I kindly ask you to let me know so I can make an informed final decision.

Thank you again for your assistance.

Kind regards,

Micam123

Dear Maria / Blaze Spins Team,

Would it be possible to accommodate the player’s final request so that we may hopefully bring this matter to a resolved conclusion?

Dear Michal,

Dear Micam123,

Thank you for your continued mediation and for giving us the opportunity to provide our final position in this case. Blaze Spins remains committed to a fair, transparent, and player-friendly approach, and we want to do our best to resolve this matter constructively.

Regarding the player’s final request:

• Maximum bet limit: There will be no maximum bet restriction set by the promotion terms.
• Eligible games: The Free Chip will be available on Mascot Gaming slots only.

This reflects what we can reasonably accommodate while keeping the settlement terms clear and operationally consistent.

If Micam123 confirms acceptance of the revised offer ($300 Free Chip, 20x wagering, $500 max cashout) under the conditions above, we will proceed with crediting the Free Chip immediately.

Kind regards,

Maria

Blaze Spins Team

Dear Michal,

Thank you sincerely for your time, effort, and continued mediation in this case. I genuinely appreciate Casino Guru’s role in ensuring that this process followed clear principles and remained constructive.

I hereby confirm my acceptance of the revised resolution offer proposed by Blaze Spins Casino, strictly under the conditions explicitly stated:

This acceptance is provided for the purpose of concluding the mediation under Casino Guru’s supervision and should not be interpreted as agreement with the disputed interpretations previously discussed.

To avoid any recurrence of the issues that gave rise to this dispute, I would like to clearly state that my acceptance is conditional upon the Free Chip being granted with a minimum validity period of 48 hours from the time of crediting, during which the wagering requirements can reasonably be completed.

I confirm my acceptance of the revised resolution offer as stated, and I would prefer not to extend this matter any further.

To avoid any further delay, I kindly request that the bonus be credited and made available as soon as possible after this message is sent, so the wagering requirements can be completed without unnecessary prolongation.

Once again, thank you to Casino Guru for the time and professionalism invested in mediating this matter.

Kind regards,

Micam123

Dear Michal,

Dear Micam123,

Thank you for your continued mediation and support in helping both parties reach a practical resolution.

We confirm that the $300 Free Chip has now been credited and is active on Micam123 Blaze Spins account, in line with the agreed resolution terms:

• Bonus: $300 Free Chip
• Wagering: 20x
• Maximum cashout: $500
• Maximum bet restriction: None
• Eligible games: Mascot Gaming slots only

The bonus is available for use immediately under these conditions. If the player experiences any technical issue accessing eligible games or using the Free Chip, our support team will assist promptly.

From our side, the settlement has been implemented as agreed, and we would be comfortable with the complaint being closed as resolved once the player confirms everything is in order.

Kind regards,

Maria

Blaze Spins Team

Dear Michal,

Dear Blaze Spins Team,

This message is to confirm that I have received the $300 Free Chip as outlined in the mediated resolution.

I acknowledge receipt and will proceed accordingly.

Thank you,

Micam123

Dear Maria / Blaze Spins Team,

Thank you for your cooperation and your dedication to finding a suitable resolution.

Dear Micam123,

Thank you for confirming that you have received the agreed-upon bonus. Is it all right if I go ahead and close this case, considering it has been sufficiently addressed?

Dear Michal,

Thank you for your assistance and for the time and effort you and your team have invested in mediating this case.

I confirm that I have received the agreed-upon bonus, and you may proceed with closing the case.

I would also like to express my appreciation for the work Casino Guru does. Your mediation and transparency efforts provide meaningful support to players who might otherwise have no voice in disputes with operators. I truly hope this approach continues to grow and positively influence the industry as a whole.

Wishing you and the Casino Guru team continued development and success.

Kind regards,

Micam123

Dear Micam123,

Thank you for your prompt response and for your confirmation. I'me pleased to hear that the situation has been resolved and that our involvement was helpful in bringing this to a positive conclusion.

I will now mark the complaint as resolved in our system, and I’d like to sincerely thank both parties for their cooperation throughout the process.

Should you ever need support again—whether with this casino or any other—please don’t hesitate to reach out to our Complaint Resolution Centre. We’re here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru