BlazeBet Casino - O pedido de encerramento da conta do jogador foi ignorado.

Hello, I asked the casino to permanently close my account because I have gambling problems that I reported. My request was not taken seriously. I could not afford to play. Responsible gaming is within their terms and conditions, but they did not respect my request. I would like to be reimbursed for my deposit and would like to receive help. Thank you.

bonjour j'ai demander au casino une fermeture de compte définitivement car j'ai des problèmes de jeux que j'ai signalé ma demande n as pas été pris au sérieux je ne pouvais pas me permettre de jouer , le jeux responsable et dans leurs termes est conditions mais n ont pas respecté ma demande, je voudrais être remboursé mes dépôt et aimerais recevoir de l'aide. Je vous remercie

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BlazeBet Casino. I have checked the responsible gambling policy of the casino and have found the following information:

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.

You will not be able to access your account during your period of self-exclusion. While self excluded, you are not eligible for any form of benefits, bonuses or reloads.

Once a self-exclusion is applied to your account, it will stay in place until the period has lapsed. During your self-exclusion period, the self-exclusion may not be revoked. In the event of an indefinite self-exclusion, your account will remain self-excluded for a minimum time period of 6 months. The account will not be reactivated automatically and will be subject to an internal review upon your request.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is natalia.b@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,

Natalia

Hello, today my account is closed. I requested a permanent closure because I have gambling problems. I respected their terms and conditions. When a casino is serious, they take this request seriously. This is already the second time this has happened. They take advantage of a player's addiction. I couldn't afford to play. When a player declares gambling problems and requests a permanent closure, this must be taken seriously. It is a violation of their terms and conditions. I would like the casino to refund my deposits dated October 6th. Thank you.

kbonjour aujourd'hui mon compte est fermé, j'ai demander une fermeture définitivement car j'ai des problèmes de jeux, j'ai respecté leurs termes est conditions, quand un casino est sérieux il prend cette demande au sérieux, cela est déjà la deuxième fois que cela ce produit il profite de l addiction d un joueur, je ne pouvais pas me permettre de jouer. Quand un joueur déclare des problèmes de jeux est demande une fermeture définitive cela dois être pris au sérieux, c est une violation de leur termes est conditions, j'aimerai que le casino me rembourse les dépôt en date du 6 octobre. Merci à vous

The 6-month period of permanent closure was not respected, the account was reopened quickly, they made me sign a document 1 week after my request for permanent closure of the account due to my gambling problems, their terms and conditions are not respected, for my part I followed the terms and conditions of responsible gaming. My period was definitively meaning indefinitely, I have the screenshots to support it because banning could be done in the chat.

la période de 6mois de la fermeture définitivement n à pas été respecté, le compte à été reouvert rapidement il mon fait signer un document 1 semaine après ma demande définitivement de fermeture de compte à mes problèmes de jeux, leurs termes est conditions ne sont pas respecté, de mon côté j'ai suivi les termes est conditions du jeux responsable. Ma période était définitivement qui veux dire indéfiniment, j'ai les capture d écran à l'appui car interdiction pouvait ce faire au chat.

My request for permanent closure was made on September 12 and I reported my gaming problems, despite this 15 days I have not reopened it, no delay of 6 months or other and moreover this was not taken into account, today it no longer responds, I respected their terms and conditions of responsible gaming, however they did not take my request seriously, a casino that respects the acquisition of a player does not proceed like that

ma demande de fermeture définitivement à été effectué le 12 septembre et j'ai bien signalé mes problèmes de jeux, malgré cela 15 jours j'ai plus le reouvrir aucun délai de 6 mois ou autre et d'ailleurs cela n'a pas été pris en compte, aujourd'hui il ne reponde plus , j'ai respecté leurs termes est conditions de jeux responsable parcontre eux n ont pas pris ma demande au sérieux, un casino qui respecte l'acddition d un joueur ne procédé pas comme ça

Hello, the casino yesterday changed the terms and conditions of responsible gaming to defend itself. There should have been a 6-month deadline when a request is made definitively. Now they have changed it. It is too easy to take back problem players without worrying. This is a lack of seriousness on the part of the casino. You have also read the terms and conditions carefully. I have the evidence to support this. Kind regards, Rebecca.

bonjour le casino hier a changé les termes est conditions de jeux responsable pour ce deffendre, il devais avoir un délais de 6mois quand une demande est faite définitivement, maintenant il ont modifié, alors c est trop facile de reprendre des joueurs à problèmes de jeux sans ce soucier, cela est un manque de sérieux du casino, vous avez bien lu aussi les termes est conditions, j'ai les preuves à l'appui. Cordialement rebecca

Dear player, do I understand correctly that you contacted support via live chat on 12 September? Was it your only attempt to contact the casino and inform them about your gambling problems?

Could you please forward me the full chat transcript to natalia.b@casino.guru in the original format as it was downloaded (not as a screenshot)?

Was your account closed on 6 October?

Hello madam, yes the request was made on September 12th in the chat they take responsible gaming in the chat, now the account is closed and I no longer have access to the conversations.

bonjour madame oui la demande à été effectué le 12 septembre au chat ils prennent le jeux responsable au chat, maintenant le compte est fermé et je n'ai plus accès au conversations.

Hello Madam, I downloaded the conversations sent to you, the casino no longer responds to me, I no longer have access to my conversations, the casino is not honest, it changed the terms and conditions of responsible gaming the day after my complaint, when I definitively requested for my gambling problems on September 12, I was no longer able to reopen my account on September 29 by signing the document in their terms and conditions of responsible gaming, this was written 6 months before being able to carry out a review of my situation, so this is not correct if every time the casino has a problem it will change these terms and conditions in the event of a complaint, when a player requests a definitive closure for gambling problems, this request must be taken seriously, then this casino will maintain the addiction of players by making them sign documents. Thank you for your help

bonjour madame j'ai téléchargé les conversations envoyées pour vous le casino ne me répond plus, j'ai plus avoir accès à mes conversations, le casino n est pas honnête il a changé les termes est conditions du jeux responsable le lendemain après ma plainte, lors de ma demande définitivement pour mes problèmes de jeux en date du 12septembre ,j'ai plus reouvrir mon compte le 29 septembre en signature du document dans leur termes est conditions de jeux responsable cela été écrit 6mois avant de pouvoir effectuer un examen de ma situation, alors cela n est pas correct si à chaque fois que le casino à un problème il changera ces termes est conditions en cas de plainte, au moments que un joueur demande une fermeture définitivement pour des problèmes de jeux, cette demande dois être pris au sérieux, alors ce casino va entretenir l addiction des joueurs en leurs fessant signé des documents. Merci pour votre aide

The casino blocked me in the chat right now and no longer communicates with me since my complaint. This is another time I no longer have access to the conversations, but I no longer sent you the download yesterday, and by email no communication because they never answered me.

Le casino m'a bloqué au chat à l instant ne communique plus avec moi depuis ma plainte est encore 1fois je n ai plus accès au conversations mais j'ai plus vous envoyer le téléchargement hier, et par mail aucune communique car il m ont jamais répondu

The account was reopened on September 29th by signing documents without a 6-month delay. For a request of September 12th, indefinitely and permanently due to gambling problems. And the account was permanently closed on September 6th after my filing and my complaint. Sincerely, Rebecca

Le compte a été reouvert en date du 29 septembre en signature de documents aucun délais de 6mois .pour une demande du 12 septembre indéfiniment définitivement pour problème de jeux. Et le compte a été fermé définitivement le 6 septembre après mes dépôt est ma plainte. Cordialement rebecca

typo, the account has now been closed as of October 6th after my deposit and my complaint

erreur de frappe, le compte a été maintenant fermé en date du 6 octobre après mes dépôt est ma plainte

Hello Madam, I no longer have access to the conversation of September 29th in the chat, the day my account was reopened when the document was signed. In my opinion, the casino made an update so that I no longer have access, because I reopened my account twice. Sincerely, Rebecca Lacour

t Bonjour madame je n'ai plus accès à la conversation du 29 septembre au chat , le jour où à été la réouverture de mon compte lorsque le document a été signé. A mon avis le casino a fait une mise à jour pour que je n ai plus accès, car j'ai réouverture mon compte 2 fois. Cordialement lacour Rebecca

Hello Madam, I would like the casino to discuss this with us. The casino changed its terms and conditions of responsible gaming the day after my complaint. This clearly demonstrates a lack of seriousness and good faith on the part of the casino. I have taken the necessary steps to no longer be able to play with them, but they are abusing responsible gaming. I know I have a problem with the games and I reported this before the last deposits. The account was reopened on September 29 and October 6.

Bonjour madame j'aimerai que le casino échange avec nous pour cette conversation, le casino à changer ses termes est conditions de jeux responsable le lendemain de ma plainte, cela prouve bien un manque de sérieux et de bonne fois du casino, j'ai effectué les démarches nécessaires pour ne plus pouvoir jouer chez eux mais ont abuser du jeux responsable. Je sais que j'ai un problème avec le jeux est j'ai signalé cela avant les derniers dépôt, le compte a été reouvert le 29septembre est le 6octobre

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Thank you, Madam, for your help. I am waiting for your colleague's response and I hope to share it with Blazebet as well. Kind regards.

merci à vous madame pour votre aides, j attends le retour de votre collègue est j espère partager aussi avec blazebet. Cordialement

The casino continues to maintain and does not assume that the conditions of responsible gaming have been modified, I wish to recover my deposit dated October 6th in the amount of 350 euros because the account should never have been reopened the same day for a player with gambling problems

le casino continue à maintenir et n assume pas que les conditions de jeux responsable à été modifié, je souhaite récupérer mes dépôt en date du 6 octobre d un montant de 350euro car le compte n aurait jamais dû être reouvert le jour même pour un joueur à problèmes de jeux

Hello Mr. Kubo, I tried to talk to the casino, but they told me that they haven't changed their terms and conditions of responsible gaming. You see, your colleague read it like me. Signing a document without thinking is also quick, which clearly shows that they want to support problem gamblers. To be honest, I don't even know what I signed because it's so easy and quick for them, but in reality, they don't care about our real problem. A serious casino doesn't take this lightly. Kind regards, Rebecca

bonjour monsieur kubo j'ai essayé de discuter avec le casino mais il me dises qu il n ont pas changé leurs termes est conditions de jeux responsable vous voyez que votre collègue a bien lue comme moi, faire signé un document sans réflexion est aussi rapidement cela montre bien qu il veulent entretenir les joueurs à problèmes de jeux. D ailleurs pour être honnête je ne sais même ce que j'ai signé tellement cela est facile est rapide pour eux, mais en vrai il ne ce soucie pas de notre réel problème, un casino sérieux ne prend pas cela à la légère. Cordialement rebecca

Hello Blazebet, I wanted to write to you properly because you blocked me on the chat and by email. On September 12, I requested a permanent closure because I have gambling problems. 15 days later, I requested the reopening of my account on September 29. You made me sign a document and the same day my account was reopened. Then again, I requested a permanent closure on October 1 and on October 6, I requested the reopening and the account was still reopened. In addition, the day after my complaint, you changed your terms and conditions of responsible gaming. You know, if you do this with your addicted players, it really means that you do not respect your customers who are addicted. Gambling is a very serious illness that must really be taken seriously. A real responsible casino does not act like this. On the contrary, I would really like you to accept that I have respected your terms and conditions of responsible gaming. You made a mistake in making me sign a document without thinking and delay. You know that any player who is being treated will accept it. So that means that responsible gaming does not exist in your casino, please understand me and grant me that I reacted with protection for me and not you. Sincerely, Rebecca

bonjour blazebet je voulais vous écrire proprement car vous m avez bloqué sur le chat est par mail, en date du 12 septembre je demande une fermeture définitivement car j'ai des problèmes de jeux, 15 jours je demande la réouverture de mon compte en date du 29 septembre, vous m avez fait signer un document est le jour même mon compte était réouvert ensuite encore une fois je demande une fermeture définitive le 1 octobre et le 6 octobre je demande la réouverture et le compte est encore reouvert, en plus le lendemain de ma plainte vous changer vos termes est conditions de jeux responsable, vous savez si vous faites comme cela avec vos joueurs addicte, cela veux vraiment dire que vous ne respecté pas votre client qui sont addicte, je jeux est une maladie très grave qu il faut vraiment prendre au sérieux, un vrai casino responsable ne procédé pas comme au contraire, j'aimerai vraiment que vous accepter que j'ai bien respecté vos termes est conditions de jeux responsable est que vous avez fait une erreur de me faire signer un document sans réflexion est délai, vous le savez que n importe quel joueur qui ce soigne vas accepter, est donc cela veux dire que le jeux responsable existe pas dans votre casino, svp comprennez moi est accordée moi que j'ai réagi avec protection pour moi est pas vous .cordialement rebecca

Dear Rebecca85,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BlazeBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BlazeBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru Team,

We would like to clarify the situation and provide a verified timeline of events to demonstrate that all actions were taken strictly in line with our Responsible Gaming Policy and Terms & Conditions.

📅 Timeline of Events

September 12:

The player requested permanent self-exclusion due to gambling-related concerns. In accordance with our Responsible Gaming procedures, the account was immediately closed.

September 29:

The player contacted us requesting to reopen the account.

As per policy, reopening was possible only after signing a formal declaration confirming that the player was:

• fully aware of their actions,

• in a healthy and conscious state, and

• no longer experiencing gambling problems.

Once the signed declaration was received, the account was reopened.

October 1:

The player requested account closure again, which was immediately executed.

October 6:

The player reached out once more to reopen the account.

Since the previously signed declaration remained valid, the reopening was processed based on her earlier written consent and explicit request.

At no point was the account reopened on our own initiative.

🔒 Compliance Notes

Our Terms & Conditions have remained unchanged for the past 7 months.

Each acceptance of the Terms & Conditions is timestamped and logged.

All deposits and gameplay after the reopening were processed correctly under standard game rules.

If the player had won, the withdrawal would have been honored; however, as the bets were lost, no refund applies.

All actions were taken in full compliance with our Responsible Gaming Policy, Terms & Conditions, and applicable regulations.

All relevant screenshots and the signed declaration are attached for reference.

— The Blazebet Team

Please also find an example of the declaration sent to players attached separately, as the file size exceeded the platform’s upload limit.

Hello Blazebet, you didn't specify that I requested a permanent closure due to my gambling problems. You don't protect players because if all casinos acted like you, they would keep their addicted customers simply by signing a document. This really shows that you are not serious. Kind regards, Rebecca.

bonjour blazebet vous ne précisé pas que j'ai demander une fermeture définitivement pour causse de mes problèmes de jeux, vous ne protéger pas les joueurs car si tous les casino procéderai comme vous il entretiendrais leurs clients addicte tout simplement en signant un document, cela mon vraiment que vous n êtes pas sérieux. Cordialement rebecca

So that means in your casino, problem gamblers sign a document and can play, so you train yourself instead of really protecting yourself. For you, it's simple: you sign and you play. Addicted gamblers will sign. But where is the protection to help us? Could you explain to me?

you know a serious casino is also proven for responsible gaming

donc cela veux dire chez vous dans votre casino les joueurs à problèmes de jeux, signes un document peuvent jouer, donc vous entraîner au lieu de protéger vraiment, pour vous c est simple tu signes et tu joue, les joueurs addicte vont signer, mais où est la protection pour nous aider, pourriez-vous m expliqué?

vous savez un casino sérieux ce prouve aussi pour le jeux responsable

I have reported my gambling problems twice in a row, dated September 29 and October 1, but the document is still valid. Honestly, your approach is not in line with your responsibility for responsible gambling. I would like the casino to provide details of the conversations.

je signale de 2 fois de suite mes problèmes de jeux, en date du 29 septembre est du 1er octobre, mais le document est toujours valable, honnêtement votre manière de faire n est pas conforme à votre responsabilité de jeux responsable, j'aimerai que le casino details les conversations.

Hello Mr. Kubo, I tried to communicate with the casino but nothing has changed to date. How can a casino receive such high odds? I am reporting my gambling problems! Deposits were made totaling 345 euros on October 6th. I notified the casino of my gambling problems, but you can come back by signing a document. But where is the responsible gaming? They have a permit and a license. They know very well that they could not proceed with a simple act of signing a document. The casino is showing you that they want to maintain this addicted player. I hope you will take my request seriously. Kind regards, Rebecca.

bonjour monsieur kubo j'ai essayé de communiquer avec le casino mais rien n à bouger à ce jours, comment un casino peux recevoir une côte aussi élevée? Je signale bien mes problèmes de jeux! Des dépôt ont été effectués d un montant au total de 345euro en date du 6 octobre, j'ai averti le casino de mes problèmes de jeux , mais tu peux revenir en signant un document, mais où est le jeux responsable, il ont un permis et une licence, il savent très bien qu il ne pouvais pas procéder avec un simple fait de signer un document, le casino vous montre bien qu il veut entretenir c est joueur addict, j espère que vous prendrais ma demande au sérieux. Cordialement rebecca

Hello Mr. Kubo, your colleague Nathalia also read the casino's responsible gaming policy dated October 6, but the day after my complaint it was changed to protect them! Because the casino knows that the mistakes come from them, so now they blame me! I recognize my problem, but the casino doesn't recognize anything, I promise you that the casino will protect us and will not operate as usual. Kind regards, Rebecca

Bonjour monsieur kubo, votre collège Nathalia à lu aussi la politique de jeu responsable du casino en date du 6 octobre, mais lendemain de ma plainte cela a été modifié pour eux ce protéger ! Car le casino sait, que les erreurs viennent d’eux, alors maintenant il remette la faute sur moi ! Je reconnais mon problème, mais le casino ne reconnaît rien, je vous promets que le casino nous protégera et ne fonctionnera pas comme d'habitude. Cordialement Rébecca

Dear BlazeBet Casino,

Thank you for your clarification and for providing the additional evidence.

From our perspective, reopening an account that was closed due to a gambling problem can only be considered appropriate after a significant period of time - typically several years - when it can reasonably be assumed that the player has received proper treatment and regained control over their behavior. It is not possible for such recovery to occur within just 17 days.

When a player reaches out for help with a gambling problem, a casino that is genuinely committed to responsible gambling should take proactive measures to protect that player from further harm. Providing a declaration or "waiver letter" for the player to sign in order to reopen their account falls entirely outside the principles of responsible gambling. In this case, the only party protected by such a document is the casino, not the player.

It is well known that a person struggling with gambling addiction may agree to anything in order to continue gambling, which is why the responsibility for protection lies with the operator. Furthermore, the subsequent reopening of the account, justified by the claim that the previously signed waiver remained valid, is deeply concerning. The player had already expressed a gambling problem, and her behavior clearly indicated a plea for help. Instead of providing support and safeguarding her wellbeing, the casino allowed further gambling activity, seemingly prioritizing profit over player protection.

For these reasons, we strongly believe that the player is entitled to a refund of all deposits made during the period when the account should have remained permanently closed.

Thank you for your understanding. We look forward to your response.

Hello Mr. Kubo, thank you for explaining my situation to Blazebet, I hope they will take my request seriously. Kind regards, Rebecca

bonjour Monsieur Kubo, merci d avoir expliqué ma situation à blazebet, j espère qu il prendrons ma demande au sérieux. Cordialement rebecca

Hello!

Thanks for the answer.

The player initially contacted us requesting account closure due to a claimed gambling problem. In full accordance with our responsible gambling procedures, the account was immediately closed.

Seventeen (17) days later, the player contacted us again, stating that she was in a stable and clear mental condition and wished to reopen her account.

Before reopening, the player voluntarily signed a formal waiver of liability confirming that:

- She does not suffer from a gambling problem

- She understands and accepts full responsibility for any future gaming activity.

It is important to note that this document was signed when the player had no active losses, no pending wagers, and no open deposits with the casino.

Therefore, the decision to reopen the account was made in a calm, rational, and emotionally stable state, free from any influence of loss aversion, frustration, or financial pressure.

After the account was reopened, the player proceeded to make new deposits and play entirely voluntarily. All wagers were accepted and settled fairly in accordance with our Terms and Conditions. The complaint was raised only after these voluntary wagers resulted in losses.

Had the outcomes been in the player’s favor, all winnings would have been paid in full — as has always been our practice. Therefore, a request to refund losses that resulted from fair and legitimate play cannot be justified or considered valid, as it would fundamentally distort the mathematical integrity of the games and the established house edge.

Refunding gameplay losses after outcomes are known would effectively remove the balance between risk and return — a core principle upon which all regulated gaming operates.

Furthermore, if Casino.Guru believes that a player who, in a calm and healthy state of mind, signs a legal document declaring the absence of any gambling problem should later be refunded for deposits made voluntarily — this would not fall under the definition of a gambling disorder.

Such behavior would instead suggest a psychiatric or cognitive issue that falls outside the scope of standard responsible gambling policies.

We are not medical or psychiatric professionals, nor are casino operators required or equipped to diagnose mental health conditions in individuals who present themselves as stable, logical, and self-aware — particularly when no losses were present at the time of signing.

-The Blazebet Team

Hello Blazebet, when I opened my account, I made a deposit, then I asked for the permanent closure of my gambling problems so as not to worsen my situation. On September 12, you have my deposit history, you prove once again your lack of seriousness. The casino guru will ask you for proof of what you say. Moreover, the request for permanent closure for my gambling problems is dated September 12, and the deposits I am claiming are dated October 6. So stop lying and looking for something else. You really do not respect responsible gaming.

bonjour blazebet à l'ouverture de mon compte j'ai réalisé un dépôt, ensuite j'ai demander la fermeture définitive de me problèmes de jeux pour ne pas agraver ma situation, en date du 12 septembre, vous avez mon historique de mes dépôt, vous prouver encore 1 fois votre manque de sérieux, le casino guru vas vous demander les preuves de ce que vous dites, d ailleurs la demande de fermeture définitivement pour mes problèmes de jeux en date du 12 septembre, et les dépôt que je réclame sont en date du 6 octobre, donc arrête de mentir , et de chercher autre chose, vous ne respecté vraiment pas le jeux responsable

For information, Blazebet Casino, the request for permanent closure for my gambling problems dated September 12 and September 29, I fully specify my problem, on October 6, I made a total amount of 345 euros, despite the firm response from the casino guru, you are once again ignoring your casino and your responsibility to protect us, a casino like yours does not deserve such a rating. Sincerely, Rebecca

pour information casino blazebet, la demande de fermeture définitivement pour mes problèmes de jeux en date du 12 septembre et du 29 septembre je précise totalement mon problème, en date du 6 octobre j'ai effectué un montant total de 345 euro, malgré la réponse ferme du casino guru vous ignorer encore une fois votre casino et votre responsabilité pour nous protéger, une casino comme le votre ne mérite pas une tel note. Cordialement rebecca

I reported my gaming problems on September 12 and September 29, on September 26 a deposit was made in the amount of 22 euros, however I reported my gaming problems before and after my deposit, ask the casino for my deposit history please

jai signalé mes problèmes de jeux en date du 12 septembre est du 29 septembre, le 26 septembre un dépôt à été effectué d un montant de 22 euros, pourtant j'ai signalé avant est après mon dépôt mes problèmes de jeux, demander au casino mon historique de mes dépôt svp

you ignore twice the closure of my account for my gaming problems, the casino guru has our conversations, you send yourself the screenshots that 2 times of affiliate I report my gaming problems.

vous ignorer à 2 reprises la fermeture de mon compte pour mes problèmes de jeux, le casino guru a nos conversations, vous envoyer vous même les capture d écran que 2 fois d affilié je signale mes problèmes de jeux.

On October 1st I reported my gaming problems again, sent you the screenshot, but on October 6th the document signed dated September 29th is still valid, see you blazebet I have proof of my deposit made with you, on September 22nd there was also a deposit the total amount is 365 euros the deposit was made despite the fact that I reported my gaming problems

le 1 er octobre j'ai encore signaler mes problèmes de jeux, vous envoyer la capture d écran, mais le 6 octobre le document signé en date du 29 septembre est toujours valable, voyer vous blazebet j'ai la preuve de mes dépôt effectué chez vous, le 22 septembre il ya eu aussi un dépôt le montant total et de 365 euro les dépôt ont est fait malgré que j'ai signalé mes problèmes de jeux

Hello Mr. Kubo, the casino has blocked me, where it is impossible to communicate with Blazebet, I looked at my account statements, the deposits that I am claiming for a total amount of 370 euros after the request for permanent closure due to my gambling problems. This casino does not deserve to receive such a rating, could you please ask the casino about my deposit history.

bonjour monsieur kubo le casino m'a bloqué, où il est impossible de communiquer avec blazebet, j'ai regardé mes relevés de compte les dépôt que je réclame pour un montant total de 370 euro après la demande de fermeture définitive de mes problèmes de jeux. Ce casino ne mérite pas de recevoir une telle note, pourriez-vous svp demander au casino mon histoire de dépôt.

Hello Mr. Kubo, the total amount after my gambling problems is 370 euros. I will send you by email the statements I made at the casino, and the screenshots. Kind regards, Rebecca, thank you.

bonjour monsieur kubo le montant total après mes problèmes de jeux , sont de 370 euro je vous envoie par mail les relevés que j'ai fait au casino, est les capture d écran. Cordialement rebecca, merci à vous

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bcasino makes updates so that the customer no longer has access to the chat, I reported my gaming problems dated September 12 and October 1, your document is not valid, and you say that it is still valid for the second time, we can see very well that you are not a serious casino because you want to maintain a customer who already reports his problems to you before the deposits accumulate, if you were really responsible in terms of responsible gaming my account would have been closed permanently as I had requested, but the worst you practiced a casino

bcasino fait des mises a jours pour que le client n as plus accès au conversation, jai signaler mes problèmes de jeux en date du 12 septembre est du 1 octobre, , votre document n est pas valable, est vous dite qu il est encore valable pour la deuxième fois, ont vois très bien que vous n êtes pas un casino sérieux car vous voulez entretenir un client que vous signale déjà sont problèmes avant que les dépôt s accumule, si vous étiez vraiment responsable en terme de jeux responsable mon compte aurait été fermé définitivement que je l avais demander, mais le pire vous exercé un casino

I reported my gambling problems before making my deposits because I knew I was going to lose control, but despite this you do not protect your players, if you were serious no complaints would be filed on guru casino, I wanted to protect myself and you knew very well the dangers of addicted players, I would have loved you to protect me, it would be so simple if you respected your players, but you see your funds and your interests, no protection your casino does not deserve such a good rating, because what you did to me you will do again to other players

j'ai signalé mes problèmes de jeux avant d effectué mes dépôt car je savais que j'allais perdre le contrôle, mais malgré cela vous ne protéger pas vos joueurs, si vous étiez sérieux aucune plainte ne serais déposée sur guru casino, je voulais me protéger et vous savais très bien les dangers des joueurs addicte, j'aurai tellement aimé que vous me protéger, ce serais si simple si vous respecté vos joueurs, mais vous voyez vos caisse et vos intérêts, aucune protection votre casino ne mérite pas une aussi belle note, car ce que vous m avez fait vous le ferez encore à des autres joueurs

Hello Blazebet, you continue to lie. Once again, you say that no deposit was made before September 29th when the document was signed. You see, on September 26th, I made a deposit. So, I report my gambling problems on September 12th and October 1st. My account is reopened twice in a row. On October 6th, I made a deposit of 350 euros. If you had taken responsible gaming seriously (which you don't), this wouldn't have happened! I would like you to take responsibility, because I reported my gambling problems. Kind regards.

bonjour blazebet vous continuez à mentir, encore 1 fois vous dite que aucun dépôt n'a été effectué avant le 29 septembre quand le document a été signé, vous voyez en date du 26 septembre j'ai fait un dépôt, alors je signale mes problèmes de jeux en date du 12 septembre et en date du 1 octobre, et encore mon compte est réouvert 2 fois de suite donc en date du 6 octobre j'ai effectué 350 euro de dépôt, si vous aviez pris le jeux responsable au sérieux, (ce que vous ne faite pas) cela ne serais pas arrivé !! J'aimerais que vous assumer vos responsabilités, car moi j'ai signalé mes problèmes de jeux. Cordialement

You say you are not a doctor!!!!???? You are a casino with a license and responsibilities, at the moment when the player requests a permanent closure is reported gambling problems, your duty is to protect them!! I told you about my gambling problem because I knew I would not control myself, I wanted to be protected first by the casino, the doctor's job is to help to treat us, but it is you who had the responsibilities of responsible gaming, a minimum of seriousness and responsibilities and to help us, you do not even realize your mistakes, I think it is serious! I think you do not protect us, you see only the money and not the person in distress. God is great

vous dites que vous n êtes pas médecin !!!!???? Vous êtes un casino avec une licence est des responsabilités, au moments où le joueur demande une fermeture définitivement est signale dès problèmes de jeux, votre devoir et de les protéger!! Moi je vous dit mon problème de jeux car je savait que je me contrôlerai pas, je voulais être protéger en premier par le casino, le métier du médecin est d aider pour nous soigner, mais c est vous qui avait les responsabilités du jeux responsable, un minimum de sérieux et de responsabilités et de nous aider, vous vous rendez même pas conte de vos erreurs, je pense que c est grave ! Je pense que vous nous protéger pas, vous voyez que l argent et pas la personne en détresse. Dieu est grand

you change your terms and conditions of responsible gaming then you say no deposit was made before September 29th at signing, you have no responsibility!! You believe that a serious casino is fair to pay players!! A serious casino takes its responsibilities and protects the players, in terms of responsible gaming

vous changer vos termes est conditions de jeux responsable ensuite vous dite aucun dépôt n as était effectué avant le 29 septembre à la signature , vous n avez aucune responsabilité!! Vous croyez que un casino sérieux et juste de payer les joueurs!! Un casino sérieux prend ces responsabilités est protégé le joueurs, en terme de jeux responsable

From the beginning I have all the proof that what you say is a lie.

Depuis le début j'ai toute les preuves de ce que vous dites est un mensonge

Blazebet casino says it's serious because it pays players, no you are not serious because responsible gaming is a sign of the casino's seriousness especially when the player reports gaming problems! In addition they delete chat messages or block you at their convenience

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le casino blazebet ce dit sérieux car il paie les joueurs, non vous n êtes pas sérieux car le jeux responsable est un signe de sérieux du casino surtout que le joueur signale des problèmes de jeux! En plus il supprime les messages du tchat ou il te bloque à leurs convenance

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Hello Mr. Kubo, the casino representative is insinuating a psychological problem for the Blazebet madmen, they really have some nerve, I really wonder if they shouldn't be the ones who consult a psychologist, they're lying! They're accusing the player, they're still ignoring responsible gaming! It's true that I see a psychologist but I'm not crazy and I have gambling problems that I can't cure! To say that they didn't have any deposit before the signing date is very dishonest, they don't know what card to play, they're so irresponsible, I'm asking again to get all my deposit back after September 12th for an amount of 367 euros.

bonjour monsieur kubo, le représentant du casino insinue un problème psycatrique pour les fous blazebet à vraiment un sacré culo, je me demande vraiment si ce n est pas eux qui devrait consulté un psycatre, il mente! Il accusé le joueur, il ignore encore le jeux responsable ! C est vrai que je vois un psychologue mais je ne suis pas folle et des problèmes de jeux que je n arrive pas a guerrir! A dire qu il n ont eu aucun dépôt avant la date de signature c est très malhonnête, il ne savent pas quelle carte jouer, tellement il sont irresponsable, je demande encore 1 fois de récupérer tout mes dépôt après le 12 septembre pour un montant de 367 eur0.

Sorry Mr. Kubo for the typo in my previous text, communication with Blazebet is impossible because they believe what they say but this is once again a lie, I am sending you by email the response to their lies, I thank you for the importance and the time that the casino guru devotes to the players and the casino. Sincerely, Rebecca

dsl monsieur kubo pour les erreur de frappe dans mon texte précédent, la communication avec blazebet est impossible car il crois ce qui dises mais cela est encore une fois un mensonge, je vous envoie par mail la réponse de leurs mensonges, je vous remercie de l importance et du temps que le casino guru consacre pour les joueurs et le casino. Cordialement rebecca

Hello everyone, frankly this casino is not serious, no communication by email, it blocks you then unblocks you in the chat, it invents excuses to not assume their responsibilities, in addition it deletes certain conversations in the chat of updates, it is not a trustworthy casino, despite the evidence provided it finds very dishonest excuses, I communicate here because there is no reliable response. Sincerely, Rebecca

bonjour à tous, franchement ce casino n est pas sérieux aucune communication par mail, il te bloque puis te débloque au tchat, il inventé des excuses pour ne pas assumer leurs responsabilités, en plus il efface au tchat certaine conversation des mises a jours, ce n est pas un casino de confiance, malgré les preuves apporté il trouve des excuses très malhonnête, je communique ici car aucune réponse fiable. Cordialement rebecca

Hello Blazebet, so if you say that no loss was present before the signing date on September 29, and I have proof from my account statement of a payment dated September 26 of the amount of 22 euros that I paid to you, could you justify what you say!!?? You are looking for excuses, it is not my fault if you do not respect the permanent closure of players with gambling problems, yet I was clear in my communication of September 12 and October 1, despite this account reopened twice. Today I would like to recover the total amount of 367 euros, because I justify my good faith and report my problem to you to prevent this from happening. Kind regards, Rebecca

bonjour blazebet alors si vous dites que aucune perte était présente avant la date de signature le 29 septembre, et moi j'ai la preuve de mon relevé de compte un paiement en date du 26 septembre du montant de 22 euros que j'ai payé chez vous, pourriez-vous justifier ce que vous dites !!?? Vous cherchez des excuses ce n ai pas de ma faute si vous ne respecté pas les fermeture définitivement des joueurs à problèmes de jeux, pourtant j'ai était clair dans ma communication du 12 septembre et au du 1er octobre, malgré cela compte reouvert 2fois. Aujourd'hui je voudrais récupérer les montants total de 367 euro, car je justifie ma bonne fois et vous signalant mon problème pour éviter que cela ne ce produise. Cordialement rebecca

You alone are responsible for this matter, I reported my gaming problem, so I think I have said everything, the lack of seriousness of your casino in terms of responsible gaming, moreover what I do not like, you continue to make a fuss instead of being correct!! I am communicating here because in terms of communicating in the chat this is not recommended

vous seul et le responsable de cette affaire, moi j'ai signalé mon problème de jeux, donc je pense avoir tout dit, le manque de sérieux de votre casino en terme de jeux responsable, d'ailleurs ce qui ne me plaît pas ,vous continuez à faire du pipo au lieu d être correct!! Je communique ici car niveau communique au tchat cela n est pas recommandé

Dear Rebecca85,

Firstly, I would like to kindly ask you to refrain from excessive posting. Sharing around 30 messages within a 7-day period does not help to speed up the process or clarify the situation.

Additionally, your recent posts do not contain any new information - they simply repeat the same points already discussed. As mentioned in my previous message, I fully understand your position and am on your side in this matter, so there is no need to further reiterate your statements.

Thank you for your understanding and cooperation.

Dear BlazeBet Casino,

Thank you for your detailed response.

I would like to reiterate our position and address several points raised in your message.

First, while we acknowledge that the player signed a waiver stating she did not suffer from a gambling problem, such a document cannot override the operator’s fundamental responsibility to protect vulnerable individuals. The existence of a signed declaration does not, in itself, demonstrate that the player was genuinely free from gambling-related harm - especially when only 17 days had passed since she had explicitly self-excluded due to a gambling problem. From our perspective, this time frame is far too short to assume meaningful recovery or behavioral change.

Second, responsible gambling policies are not designed merely to ensure procedural compliance but to safeguard players from harm, particularly those who have already self-identified as experiencing gambling issues. The reopening of a self-excluded account on the basis of a waiver directly contradicts the principles of player protection. Such an approach shifts responsibility entirely onto the player - the very opposite of what responsible gambling standards require.

Third, the argument that the player’s subsequent gameplay was "voluntary" fails to recognize the nature of gambling addiction. A person struggling with such an issue cannot be considered fully autonomous in decisions related to gambling, even if they appear rational or calm at a given moment. It is precisely for this reason that operators are expected to maintain permanent exclusion once a gambling problem has been declared.

Finally, the notion that refunding the player’s deposits would "distort the mathematical integrity of the games" is not applicable here. This case does not concern a dispute over game fairness or outcomes, but rather a failure of responsible gambling duty. The losses in question occurred during a period when the account should have remained closed, which is why we maintain that the player is entitled to a refund of all deposits made after the reopening.

In summary, we respectfully but firmly disagree with your assessment. Based on the evidence provided, the player’s self-exclusion should have been treated as permanent, and the subsequent reopening of the account represents a breach of responsible gambling principles.

We therefore continue to believe that the player is eligible for a full refund of deposits made during that period.

Thank you for your attention, and we look forward to your further response.

Dear Casino Guru ,

We respectfully disagree with the assessment provided.

The player voluntarily signed a legally binding waiver while in a stable state of mind, confirming the absence of any gambling-related issues at that time. Such a document holds full legal validity, as no losses or disputes were present at the moment of signing.

However, as an exceptional gesture of goodwill, and to avoid unnecessary back-and-forth, we have decided to process a refund of the deposits in accordance with Casino.Guru’s recommended practices.

That said, we must emphasize that this situation directly concerns gambling law and responsible gaming procedures. If a player is considered to have a gambling disorder, this must be supported by objective evidence — not solely by post-loss claims. In this case, the waiver was signed under normal, stable conditions, and the player had full control over their decisions.

We also wish to note that repeated misuse of responsible gaming claims after voluntary play distorts the operator’s mathematical edge and can be unfair to both the casino and other players. Such cases are more common than acknowledged, and we believe this aspect deserves greater consideration.

While we will honor this exception, we strongly recommend that Casino.Guru reviews its approach regarding legally signed documents, as they do carry enforceable value in any jurisdiction. Casino.Guru is not a judicial authority, and while we respect your platform, we maintain that the full context and legal weight of the agreement were not adequately considered in this case.

-The Blazebet Team

Hello Mr. Kubo, thank you for all your answers, and I will keep you informed when the casino contacts me regarding the refund. Sincerely, Rebecca

bonjour monsieur kubo je vous remercie de toute vos réponses, et je vous tiendrai informé quand le casino aura pris contact avec moi pour le remboursement. Cordialement rebecca

Hello Blazebet, would you please be so kind as to tell me the refund timeframe, as you didn't ask me for any payment method? Thank you.

bonjour blazebet auriez-vous svp l amabilité de me donner les délais du remboursement car vous ne m avais demander aucun mode pour me payer. Merci

Hello Rebecca,

We would like to inform you that all refunds have been duly initiated and are currently in the processing stage. Please note that, depending on the payment provider, it may take some time for the funds to be credited to your account.

We kindly ask for your patience during this period, as our team is closely monitoring the process to ensure that all refunds are completed successfully.

Thank you for your understanding and cooperation.

-The Blazebet Team

Hello Blazebet, thank you for your response and your exceptional gesture. I will confirm with Casino Guru as soon as I receive my transfer. Sincerely, Rebecca

bbonjour blazebet, je vous remercie de votre réponse et de votre geste exceptionnelle, des réception de mon virement je confirmerai au casino guru. Cordialement rebecca

Hello, I would like to report that Blazebet has not informed me of the refund amount, nor has it asked me for a payment method. They are not communicating clearly with me and are providing vague information. Sincerely, Rebecca

bonjour je voudrais signaler que blazebet ne m'a pas communiqué le montant du remboursement, et ne m'a pas demandé un moyen de paiement, car il ne communique pas avec moi clairement, et donne des informations vague. Cordialement rebecca

Hello Mr. Kubo, I wanted to thank you ❤️ and also your entire team for the great work you do and your dedication to player protection 🙂

And I also thank Blazebet for accepting my dispute in my favor.

bonjour monsieur kubo je voulais vous remercier ❤️ et aussi a toutes votre équipe pour le beau travail que vous faites et du sérieux de la protection des joueurs 🙂

et je remercie aussi blazebet d avoir accepté mon litige en ma faveur

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rebecca85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo