BlazeBet Casino - A conta do jogador não foi encerrada a pedido.

Hello, as you can see from the screenshots, I have repeatedly requested that my account be closed because I have a gambling addiction. This was also confirmed by the chat. In total, it happened four times.

Today it was possible again to lock the account and play.

I demand that my account be permanently blocked and that my deposits be refunded.

Now the account has been blocked, but they refuse to refund the money. They're citing a document I signed some time ago stating that I take full responsibility for my addiction. Even after filling out the document, I subsequently requested that the account be blocked, and even then, it was possible to open the account again.

All 4 chats are available as transcripts.

Hallo, wie man auf den Screenshots entnehmen kann, habe ich mehrfach eine Schließung meines Kontos verlangt da ich eine Spielsuchr habe. Ebenso wurde das vom Chat bestätigt. Insgesamt war es vier mal. 

Heute war es wieder möglich den Account zu sperren und zu spielen. 

Ich verlange eine dauerhafte Sperrung meines Konto und die Rückerstattung meiner Einzahlungen. 

Jetzt wurde der Account gesperrt aber die wollen das Geld nicht erstatten. Die berufen sich auf ein Dokument was vor einiger Zeit unterschrieben habe, dass ich sämtliche Verantwortung für meine Sucht übernehme. Selbst nach dem ausfüllen des Dokuments habe ich anschließend um eine Sperrung des Accounts gebeten und selbst danach war es wieder möglich den Account zu eröffnen. 

Alle 4 Chats liegen als Transkripte vor. 

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Dear Kronos1995,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

To self-exclude means to stop betting or gambling for a period of time which can either bet defined, or indefinite.

By implementing a self-exclusion on your account, you agree to the associated terms and conditions detailed on this page.

In the event you are unable to initiate a self-exclusion, assistance is available via our chat or email service.

Could you please clarify when exactly you informed the casino about your gambling problem for the first time? Do I understand correctly that you currently don't have access to your casino account? When was it closed?

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina,

Thank you so much for your reply. I first informed the casino about my gambling addiction three months ago, and my account was blocked. A short time later, I was able to reopen the account and play again.

See the attached images above.

I've also transcribed the chats as a .txt file if you'd like to see it.

Yesterday, after another complaint, the account was finally blocked, but I had it unblocked beforehand so I could play. In the meantime, I was able to reopen the account and play several times.

The casino refuses to refund my two deposits from yesterday.

Hallo Kristina,

voelen Dank für deine Antwort. Das erste Mal habe ich das Casino vor 3 Monaten informiert bzgl meiner Spielsucht und das Konto wurde gesperrt. Wenige Zeit später konnte ich das Konto wieder eröffnen und erneut spielen.

siehe dazu die angehängten Bilder oben.

Ich habe die Chats auch als .txt-Datei transkribiert falls du die sehe möchtest.

Gestern wurde das Konto nach erneuter Beschwerde final gesperrt, vorher habe ich es aber entsperren lassen zum spielen. Zwischenzeitlich konnte ich das Konto aber mehrfach wieder öffnen lassen und spielen.

das Casino weigert sich meine beiden gestrigen Einzahlungen zu erstatten.

Additionally: I repeatedly informed the casino about my gambling addiction via chat. See the images for details. Each time, my account was blocked.

However, I was able to have the account unlocked each time via chat support. I even asked that I not be able to reopen my account, but it still worked.

My account was finally blocked on November 17, 2025, after I pointed out to the casino that I had been able to reopen it multiple times despite knowing I was a gambling addict, as can be seen in the numerous screenshots.

The final suspension also resulted from the fact that I insisted in the chat that I wanted my deposits back.

The casino refers to the signed waiver I signed after my account was initially unlocked. However, in my opinion, this waiver is invalid because I repeatedly requested that my account be permanently closed without the option to reopen it.

I am referring here to the case of the player from Canada at this casino. The facts are almost identical, and Casino Guru also criticized the casino's procedures in that case.

Ergänzend: ich habe das Casino mehrfach auf meine Spielsucht hingewiesen im Chat. Siehe dazu in den Bildern. Jedes Mal wurde das Konto gesperrt.

Ich konnte aber auch jedes Mal das Konto wieder entsperren lassen über den Chat Support. Ich habe sogar darum gebeten das ich mein Konto nicht wider eröffnen kann, trotzdem ging es.

Erst am 17.11.2025 wurde mein Konto final gesperrt, als ich das Casino darauf hingewiesen habe, dass ich mehrfach mein Konto wiedereröffnen konnte, trotz der Kenntnis das ich Spielsüchtig bin. Wie auf den unzähligen Screenshots zu erkennen.

Die finale Sperrung resultiert auch daraus, dass ich im Chat darauf bestanden habe dass ich meine Einzahlungen wieder haben möchte.

Das Casino verweist auf die unterschriebene Verzichtserklärung die ich unterzeichnet habe, nach der ersten Entsperrung meines Kontos. Die meines Erachtens aber keine Gültigkeit hat, da ich mehrfach darum gebeten habe mein Konto final zu schließen ohne die Möglichkeit es wieder zu eröffnen.

Hierbei berufe ich mich auf den Fall der Spielerin aus Kanada zu diesem Casino. Der Sachverhalt ist fast derselbe und auch hier wurde von Casino Guru das Vorgehen des Casinos bemängelt.

Thank you very much for your reply. Feel free to forward me the .txt document and any other evidence that could help us support you in this case to [email protected]. Thank you again for your cooperation.

Hello Kristina,

I just sent you the items by email.

Many thanks and best regards for your support

Hallo Kristina,

ich habe dir die Sachen so eben per Mail geschickt.

Viele Grüße und vielen Dank für deine Unterstützung

Dear Kronos1995

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, Matej ([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,

Kristina

Hello Kristina, thank you very much. I hope for a solution soon.

The casino group that includes BlazeBet has adjusted its policy. Now, blocked accounts will not be reopened.

I assume that they have learned from this and now consider their own procedure with the waiver to be wrong.

Hallo Kristina, vielen Dank. Ich hoffe auf eine baldige Lösung.

die Casino Gruppe um BlazeBet hat ihre policy angepasst. Mittlerweile werden gesperrte Accounts nicht wieder geöffnet.

Ich gehe davon aus, dass die daraus gelernt haben und ihr Verfahren mit der Verzichtserklärung selber als falsch erachten.

Hello Kronos1995, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BlazeBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello, I have tried to contact the casino several times and pointed out this issue.

My email was ignored and I am regularly blocked in the chat.

This behavior is very childish, and I hope the casino receives a negative review.

Hallo, ich habe das Casino mehrfach probiert zu erreichen und auf diesen Fall hingewiesen.

Meine Mail wurde dazu ignoriert und im Chat werde ich regelmäßig gesperrt.

Das Verhalten ist sehr kindisch und hoffe das Casino erhält eine negative Bewertung.

Dear Casino Guru Team,

We have thoroughly reviewed the complaint submitted by [name redacted by CG] regarding their account at Blazebet and provide the following detailed response for clarity and record purposes.

1. Account Closure and Responsible Gaming Measures

Upon receiving the player’s initial communication regarding their gambling addiction, the account was immediately blocked, fully in accordance with their request. This action was taken in line with our responsible gaming policies and regulatory obligations.

2. Waiver Signing and Player Acknowledgment

Following the initial closure, the player voluntarily signed a waiver, explicitly confirming that they:

• Understood the full responsibility associated with their gambling activity.
• Acknowledged that they were in a sound state of mind when making decisions about their account.
• Accepted that any subsequent actions on the account would be their responsibility.

The waiver clearly states that reopening the account, once signed, is permissible under the terms agreed by the player. Any access to the account after signing the waiver was therefore fully compliant with this agreement.

3. Player Betting Activity

Analysis of the account shows that the player engaged in significant betting activity, including high-value wagers and repeated deposits. All betting behavior was logged and monitored according to our responsible gaming protocols. The record demonstrates that the account activity was consistent with the player’s acknowledgment in the signed waiver that they were making informed decisions regarding their gambling.

4. Multiple Requests for Account Closure

The player has claimed that their account was repeatedly reopened despite requests for permanent closure. While it is true that the player requested closures multiple times, the waiver that governs subsequent account access was signed and all access occurred in strict accordance with the terms of that agreement. Each request and subsequent action is documented with timestamps and chat transcripts, showing that the casino responded promptly to every communication.

5. Manipulation Attempt

The player explicitly referenced a previous case on Casino Guru, suggesting that they expected to receive the same outcome. This statement is misleading and constitutes a clear attempt to manipulate the situation. It is important to emphasize that:

Each account is treated individually.

Outcomes are determined based on the specific circumstances, agreements, and policies relevant to each player.

References to other cases do not alter or override the agreements and procedures that were in place for this account.

6. Updated Responsible Gaming Policy

We also wish to highlight that our policies have been updated since this case. Accounts belonging to players with confirmed gambling addiction can no longer be reopened under any circumstances. This policy change further strengthens our commitment to responsible gaming and ensures that situations like this cannot recur.

7. Summary and Conclusion

In conclusion:

The player’s account was blocked immediately upon notification of gambling addiction.

A waiver was signed, confirming that all subsequent actions were the player’s responsibility.

All account access and activity were fully compliant with the waiver and internal policies.

The player’s reference to a previous case on Casino Guru constitutes an attempt to manipulate the situation and is irrelevant to this account.

Current policies now prevent reopening accounts of players with gambling addiction, and all responsible gaming measures were strictly observed.

Based on the evidence and the agreement in place, all actions concerning this account were handled promptly, professionally, and fully aligned with our policies and regulatory obligations. Any claims suggesting otherwise are entirely unfounded.

Dear BlazeBet Casino, thank you very much for the detailed explanation of the issue.

While I understand your wish to provide an excellent customer service and give the players an opportunity for a comeback, this case is a great example why we advocate for keeping gambling addict's account closed forever. No matter how hard you try: addiction can be quieted - but never truly eliminated.

From my experience, every reopening of a gambling addict's account results in complaints and a lot of unnecessary issues for the casino and the player alike. Therefore, I am happy to see you have decided never to reopen self-excluded accounts again. I believe it is a great decision that saves you and the players lots of headaches and complaints in the future.

As for the case at hand, I believe my colleague Kubo has been dealing with similar issue recently. It was mutually agreed with Krystyna, that the responsibility waivers will not be seen as evidence going forward, since the gambler would say anything to get the account re-opened and to receive bonuses.

While I agree that the player's approach is far from professional, I will leave the moral aspect out of this conversation, as it is not going to help us to move forward.

Since the disputed amount is not large, and this issue has been fixed on your end, I would like to ask if you would be willing to consider refunding the disputed amount. That way we can close the complaint as resolved, and I believe this issue will not repeat itself anymore.