Blaze Casino - Gelder auf dem Konto des Spielers gingen verloren und das Konto wurde gesperrt.

Dear Sir/Madam,

I have an account on Blaze, and I am a gold member. I had R$12,000 in my account. I went to place a R$20 bet on a game, and suddenly, my R$12,000 turned into R$20. I contacted support, but they said they couldn't help me. Someone might have played on another account, but how? I checked my registration, and everything was fine. Suddenly, my account was closed. There may be people inside the house doing something, while my money was disappearing. I was playing logged into another game, and as far as I know, it's not possible to access the platform on two phones. Please help me, it’s unacceptable, what should I do? Should I file a police report against the house? Could you provide me with the CNPJ?

Note: The person who assisted me in support seemed to know something since they said they couldn’t help! Their name was Kei!

Thank you,

Regards,

Ruan

Prezado,

Tenho uma conta na blaze, sou um membro gold, tinha R$12.000 na conta, fui num jogo apostar R$20,00, derrepente meus R$12.000 virou R$20, entrei no suporte falaram que não podiam ajudar, alguem pode ter jogado em outra conta, mais como, olhei meu cadastro estava tudo ok, derrepente, minha conta foi fechada, tem pessoas dentro da casa fazendo algo, enquanto meu dinheiro foi sumindo, estava jogando logado em outro jogo, pelo que sei, não tem como acessar a plataforma em dois celulares, por favor, me ajudem, inadimissivel, o que eu faço ? Vou prestar B.O contra a casa, consegue me fornecer o CNPJ ?

OBS: A pessoa que me atendeu no suporte, parecia saber pois falou que não poderia ajudar! Seu nome era Kei!

Grato,

Att,

Ruan

Dear romeritoxp32,

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 advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your R$12000 balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your balance with the help of a bonus? 
• Could you please share with me your conversation with the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Tomas,

I have a gold account from 2022, the account was closed after the value of my account disappeared

I knew that my account was blocked because I was in support, suddenly the account logged out, when I tried to relogin they sent a message, this account was closed (I have the prints)

I accumulated this amount for sweet bonanza without any kind of bonus

After several conversations with support outside my account, I was able to redeem it with zero value, I am sending the prints to your email about what they passed me!

Attn;

Ruan

Tomas,

Tenho uma conta gold de 2022, a conta foi fechada após o sumiço do valor de minha conta

Soube que minha conta foi bloqueada pois estava no suporte, derrepente a conta deslogou, quando fui tentar relogar enviaram uma mensagem, esta conta foi fechada (Tenho os prints)

Acumulei esse valor pelo sweet bonanza sem nenhum tipo de bonus

Após varias conversas com o suporte por fora de minha conta, consegui resgatar ela com valor zerado, estou enviando os prints em seu email sobre o que me passaram!

Att;

Ruan

Thanks for your email.

One of the screenshots you provided was the conversation with support in which it seems you requested to close your account.

Have ou requested your account to be closed yourself?

I wasn't the one who requested the closure,

Support sent me the conversation afterwards and said it was done from another IP address, not the one I was logged into

So I've always asked the same questions, which they don't answer,

Since I opened my account my password has never been changed, and I play almost every day.

My accounts at betano, melbet, leovegas are normal, with money in the account

The very day I won the money, this happened?

Blaze has access to logged-in IPS, they know that the bets were not placed by me.

What's the point of someone logging in and playing random games just to zero out my bankroll?

Unfortunately, the house has security or credibility problems, so how am I going to place my bets in a place like this?

Não foi eu que solicitei o fechamento,

O suporte me enviou a conversa depois e disse que foi feito por outro Ip, não pelo que estava logado

Então sempre solicitei as mesmas perguntas na qual não respondem,

Desde que quando abri minha conta minha senha nunca foi trocada, na qual jogo quase todos os dias.

Minhas contas na betano, melbet, leovegas estão normais, com dinheiro na conta

Bem no dia que ganhei o valor, no mesmo instante acontece isso ?

A blaze tem acesso aos IPS logados, sabem que as apostas não foram feitas por mim

Qual o interesse de alguem entrar na conta e fazer jogos aleatorios apenas pra zerar minha banca ?

Infelizmente a casa passa por problemas de segurança ou de credibilidade, como vou fazer minhas apostas num lugar desse?

Thank you very much, romeritoxp32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi romeritoxp32,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Blaze Casino to the conversation to participate in the resolution of this complaint.

Hi romeritoxp32,

Thank you very much for submitting your complaint.

Unfortunately, we do not offer refunds for placed bets. You can review all bets, deposits, withdrawals, winnings, and losses by accessing your account at https://blaze-1.com/pt/account/transactions.

The system does not place bets automatically, and all bets were made until your balance reached its current amount.

If you were not responsible for the bets, this indicates that someone with access to your account made them.

In this case, we cannot process a refund, as the bets were placed and correctly processed according to our system.

We would also like to highlight the terms of service you agreed to when registering your account:

5.6: By making a deposit, you confirm that all deposits are authorized and you will not attempt to reverse them or take any action that would cause the payment to be refunded, in order to avoid any legitimate liability.

6.10: Our products are consumed instantly during gameplay. Therefore, we do not provide refunds, money returns, or service cancellations once the game has begun. Any real-money gameplay will immediately withdraw funds from your account.

Lastly, please note that you are responsible for the security of your account. It is your responsibility to ensure the protection of your login details.

We will be registering your case, and if any inconsistencies are found, the necessary actions will be taken. However, we cannot provide an estimated timeframe for resolution at this moment. We kindly ask that you wait as the process is underway.

Thank you for your understanding.

If you have any doubt or if there is anything else we can do for you, don't hesitate to answer this message.

We're here to help you!

Best Regards,

Alex

Blaze Support Team.

Dear Alex,

Thank you for your reply. Could you please forward the player's game logs (with times when they logged into their account) and game history to my email address (peter.m@casino.guru)?

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.

Hi everyone,

We would like to reassure you that no one from Blaze has accessed or stolen funds from your account.

The account was temporarily closed by one of our representatives after you mentioned that the funds were spent without your authorization.

To protect your account, we closed it to ensure that any unauthorized users would be logged out. We advised you to change both your password and email in order to reopen the account.

Additionally, we generally do not provide external files containing user information. Since the information here appears publicly, we kindly request your email address so we can send the relevant details securely and privately.

We appreciate your understanding and cooperation. Please don’t hesitate to reach out if you have any further questions or need additional assistance. We are here to help!

Best regards,

Alex

Blaze Support Team

Dear Alex,

Please send the requested data to the email address stated in my previous post (peter.m@casino.guru).

Hi there,

Sorry for the delay.

Information was already sent to the provided e-mail address.

Let me know if you have received it and in case you need anything else.

Best Regards,

Ariane.

Good morning dear,

Please note that as a client I ask you to cancel matches not played by me and return the embezzled amounts, the question of suspicion arises when after a win my bankroll was zeroed, the amount was not withdrawn, so it is not a question of a hacked account, let's wait for Peter's analysis!

Thank you!

Bom dia prezados,

Se atentem que como cliente peço para que anulem partidas não jogadas por mim e devolvam os valores desviados, a questão de desconfiança surge quando após um ganho minha banca foi zerada, o valor não foi sacado, então não é uma questão de conta hackeada, vamos aguardar a analise do Peter!

Grato!

Hi all,

Thank you for your replies.

Dear Ariane,

I've sent you additional questions by email.

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 Ariane,

Thank you for your email, however, the player's game history seems to be empty. Could you please resend it with the correct data?

Hi Ariane,

Thank you for your email. Could you please send me the player's game history for 18.11.2024?

Thank you, Ariane, for your email and additional information.

Dear romeritoxp32,

We've analyzed your game history and player's log but we can't prove that the games were played by someone else. Between 21:23 and 21:24 there was a play session from an IP address different from your usual one. However, according to the game history, the same game was played as before (Himalayan Wild) with the same bet size (20 BRL) as well as the game Tower with several bets over 1600 BRL. At 21:24 there was a new bet of over 1430 BRL on the Tower game but this time it seems to be from your usual IP address. Considering all this data, I'm afraid, we don't have enough evidence that would support your claims.

Peter, I ask you to analyze it again more calmly, I'll send you my history again, I didn't make any of those bets you mentioned, only in the Himalayan Wild game, in the amount of R $ 20 reais, all bets of that amount were mine, but while I was in that game, they used all my balance in default to reset my bankroll, the times are exactly when I was in Himalayan Wild!

This makes me question several points:

• How does blaze accept having two logins at the same time?
• Why would someone log in just to reset the bankroll?
• How did they wait until they had a big win, and that's the only way it happened?
• The ip are different apart from the R$20 bets
• These bets were placed while I was logged in to the Himalayan Wild game.

I believe that the house has to take responsibility for its customers, imagine if I put R$50,000 and this happens, for me the house has lost all credibility, how to trust to involve money in a place that it can be used by a third party at any time!

Peter, peço pra que analise novamente com mais calma, vou enviar meu historico novamente pra você, não fiz nenhuma aposta dessas que mencionou, apenas no jogo Himalayan Wild, no valor de R$20 reais, todas apostas desse valor foram minhas, porém enquanto estava nesse jogo, usaram todo meu saldo de forma inadimplente para zerar minha banca, os horarios são exatamente quando estava no Himalayan Wild!

Isso me faz questionar diversos pontos:

• Como a blaze aceita ter dois login no mesmo momento
• Porque alguem entraria na conta apenas zerar a banca
• Como aguardaram ter um ganho alto, só assim isso aconteceu
• Os ip são diferentes tirando das apostas de R$20
• Essas apostas foram feitas enquanto estava logado no jogo Himalayan Wild

Creio que a casa tem de se responsabilizar pelos clientes, imagine se coloco R$50.000 e acontece isso, para mim a casa perdeu toda credibilidade, como confiar em envolver dinheiro num lugar que ele pode ser usado por terceiro a qualquer momento!

Hi romeritoxp32,

Thank you for your reply. The thing is, we cannot determine which IP was used for each bet from the player's log.

Dear Ariane,

Let me ask you two questions: 1. Is it possible to be simultaneously logged in from two devices/IPs at once? 2. Is there a two-factor verification in the casino account?

Hello romeritoxp32,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi everyone,

This case refers to 2024, when the platform was still not operating in accordance with the betting regulations in Brazil, and we didn’t have two-factor verification. It was possible to access the account from two devices at the same time.

Best regards,

Ariane

Thank you Ariane for your reply and information.

Dear romeritoxp32,

Considering all the available information, I'm afraid we won't be able to help you. Based on your player's log, we can confirm that there were some suspicious logins and gameplay. However, we can't confirm that the casino did this. The logins were made from a Brazilian IP. If your account login data was compromised, there's nothing the casino could have done at that time to prevent that from happening. Unfortunately, we have no other option but to reject your complaint. If you disagree with our conclusion, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Best regards,

Peter