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Formal Complaint Regarding Responsible Gambling Failures and Account Mismanagement

Hello casino Guru

I am writing to file a formal complaint against Blaze Spin Casino regarding serious concerns about their responsible gambling practices, account verification procedures, and financial handling.

I have held multiple accounts on there platform. Despite repeatedly informing there support team—across several accounts—that I suffer from a gambling addiction and explicitly requesting intervention, no meaningful action was taken. There platform continued to allow me to open and operate multiple accounts without restriction.

Additionally, there appears to be a complete lack of proper identity verification controls prior to allowing gameplay and withdrawals. This failure enabled the creation and use of multiple accounts under different names, which should have been detected and prevented under standard regulatory and compliance procedures.

Furthermore, I raised concerns multiple times regarding financial transactions, including deposits made from a business account and withdrawals directed to third-party accounts. These activities should have triggered compliance checks under anti-money laundering (AML) and know-your-customer (KYC) regulations. However, no adequate safeguards or interventions were implemented by there platform.

Due to these failures, I have incurred significant financial losses totaling approximately $80,000. I strongly believe that Blaze Spin Casino neglected its duty of care and failed to uphold basic responsible gambling and regulatory standards.

I request the following:

A full investigation into my accounts and transaction history

An explanation of why responsible gambling safeguards were not enforced despite repeated notifications

Clarification on your identity verification and compliance procedures

Consideration of compensation or reimbursement due to negligence

Please treat this matter with urgency. I am prepared to escalate this complaint to relevant regulatory authorities and to my lawyer if a satisfactory resolution is not provided.

I Need your help to resolve this matter with blaze spins

Thanks

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blaze Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide more details regarding open accounts in the casino and their status? Could you please provide more details regarding when these accounts were registered, closed, and whether each was involved in 3rd party deposits?
• Could you please share the communication in which you informed the casino of your gambling issues? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Sam7676,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Tomas i send u all the emails .. related to the transactions.. plz look into it. Let me know if u need anything else

Thanks

Thanks for your patience and for sharing the information with me via email.

Please note that each complaint thread can be attributed to only a single casino. If you have issues with another online casino, and you wish us to mediate, you'll need to file a new complaint for each one.

Could you please provide an overview of your accounts in the casino? Which of your accounts are active, which have been verified, for which there is an active block, or a self-exclusion?

Provide the most recent responses addressed to you by the casino support regarding any self-exclusion or account closure requests.

Send the information to my email at tomas@casino.guru or post it here.

Thanks in advance for your cooperation.

Hello Tomas I sent you the email please check .

Thanks for your patience.

Please note that there is missing context in the information you have provided so far.

In the email where your account was closed due to "responsible gambling" reasons, the date and the recipient's email are missing. Could you please explain which email this was addressed to and when?

In the email with the 300 VIP chip, the date and the recipient's emails are missing. Could you please explain which email this was addressed to and when?

Only screenshots of one verified account were shared. Could you please explain whether that account is

Did you notify the casino about which accounts you currently have open in the casino and ask the casino to close them, since you are suffering from gambling issues? Have you received any response?

Have you provided the casino with a list of accounts when seeking help?

Looking forward to your reply.

Hello Tomas,

The main issue here is that I am still able to open new casino accounts, and through those accounts I am still able to deposit money using my business account and transfer funds into my personal account or even other accounts.

I recently opened new accounts just 2–3 days ago and I am still able to continue playing without any restrictions. They are not stopping this activity.

Another major concern is that they do not properly check identification or verify users before allowing withdrawals. Funds are being released without proper verification procedures.

The real issue is that they continue allowing me to create new accounts despite the situation.

I will also forward you the other email where you will be able to see all the details and 300 vip chip offering and information regarding this matter.

Thank you.

Dear Sam7676,

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, Kubo (jakub.m@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,

Tomas

Dear Sam7676,

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 Blaze Spins Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Blaze Spins Casino,

Based on the information provided by the player, it appears that he has opened multiple accounts using different personal details. Could you please share all relevant information regarding these accounts by sending it to me at jakub.m@casino.guru?

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

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 Kubo,

Dear Sam7676,

Thank you for the opportunity to respond.

After reviewing the player's statements and the information available to us, Blaze Spins respectfully disputes the allegations that the casino failed in its obligations.

The central issue in this complaint is that the player admits to creating and operating multiple accounts using different personal details.

This conduct is expressly prohibited under our Terms and Conditions, which every player accepts during registration.

• Section 3.1 of our Terms clearly states that only one account is permitted per user, household, device, or IP address. The creation of multiple accounts constitutes a direct breach of the Terms and may result in account closure and other sanctions.

• Furthermore, the player states that they continued opening new accounts after previous accounts had already been closed for responsible gambling reasons. Section 3.7 of our Terms specifically provides that players who request self-exclusion must not open new accounts during such periods. The same section further states that Blaze Spins cannot be held liable for activity conducted through accounts that were not disclosed by the player.

• Additionally, Sections 19.1 and 19.4 further classify duplicate accounts, false registration information, and related conduct as prohibited behavior under our Anti-Fraud Policy.

The player's complaint effectively acknowledges repeated violations of these provisions, particularly where the player knowingly uses different details and continues to circumvent account restrictions. While Blaze Spins takes responsible gambling matters seriously and offers self-exclusion and account control measures, those measures depend upon the player complying with their obligations and refraining from creating new undisclosed accounts after restrictions have been applied.

We remain willing to cooperate fully with Casino Guru and provide any additional account information required for review.

Kind regards,

Maria

Blaze Spins Team

Hello kudos

I acknowledge that multiple accounts were created. However, the casino's response still does not address the main issue of my complaint.

While this investigation has been ongoing, I was still able to open additional accounts and continue gambling. During this period Again they let me play and loose money , I was able to make deposits, place bets, receive payments, and withdraw funds without being required to complete KYC verification.

For approximately 15–20 days while this complaint was under review, the casino continued allowing me to access its services. They had access to technical information such as my IP address and account activity were they can still see my business account is being used to deposit the money , yet no effective action was taken to prevent further gambling activity.

The fact that I was able to continue opening accounts and playing during an active dispute demonstrates that the measures in place were not effective.

My concern is that despite having information available to identify linked activity, the casino continued accepting deposits and allowing gambling activity to continue for an extended period before taking action.

I respectfully ask that the focus remain on whether the casino fulfilled its responsible gambling obligations and whether sufficient measures were in place to prevent continued access and gambling activity after the relevant information became available.

I have already lost approximately $10,000 more during this period. If appropriate restrictions had been applied earlier, these additional losses could have been prevented. This is why I believe the matter requires urgent attention rather than allowing the situation to continue while the investigation remains unresolved.

I would also like to emphasize that throughout this period I was still able to deposit, gamble, and withdraw funds without meaningful restrictions. The fact that withdrawals and account access remained available encouraged me to continue playing, which resulted in further losses.

This concern has been raised by me from the very beginning. I informed the casino that I have a gambling problem and that I continued creating new accounts after previous accounts became restricted. Despite this, I was repeatedly allowed to open new accounts, deposit funds, and gamble. In some cases, KYC verification was only requested after several days and after significant losses had already occurred. Once that happened, I would create another account and the cycle would continue.

From the beginning, the casino had access to information that could have linked these accounts, including IP address data, account activity, and payment information. Despite this, I was continuously allowed to access the platform and continue gambling.

For this reason, I believe the casino failed to take adequate action to prevent continued gambling activity despite being aware of the circumstances I had repeatedly brought to their attention. As a result, I am requesting a full review of all losses incurred during this period and a fair resolution to this complaint.

Thanks

I hope this investigation results in a fair and impartial outcome based on all the facts and evidence available.

As can be seen from my previous communications, I repeatedly informed the casino of my situation. The casino had access to my IP address, account activity, and payment information. They were also able to see that deposits were being made from the same business account across multiple accounts. Despite having this information, I was still able to continue opening accounts, depositing funds, gambling, and incurring further losses.

My concern from the very beginning has been that sufficient action was not taken to prevent continued gambling activity, even after the casino had information that could have identified the connection between these accounts.

I respectfully ask that all of these circumstances be carefully considered and that this investigation reaches a fair resolution based on the casino's responsibilities and the evidence presented by me.

Thank you for your time and consideration.

I would also like to point out that my total losses have now reached approximately $90,000, which represents a significant amount of my hard-earned money.

Throughout this period, I repeatedly raised concerns regarding my gambling problem and the fact that I continued to open and use new accounts. Despite having access to information such as my IP address, account activity, and payment details, including deposits originating from the same business account, the casino continued allowing me to deposit, gamble, and incur further losses.

Given the circumstances, I believe these losses could and should have been prevented if appropriate responsible gambling and account monitoring measures had been applied. For this reason, I am requesting that all of my losses be reviewed and refunded as part of a fair resolution of this complaint.

Thanks

I am also confused by the casino's position in this matter. The casino states that only one account is permitted per household and that multiple accounts are not allowed. However, despite this rule, I was repeatedly able to create new accounts from the same household and the same IP address.

If the casino's systems were truly enforcing this rule, these accounts should have been detected and restricted much earlier. Instead, I was allowed to continue opening new accounts, making deposits, gambling, and losing money.

This is the main concern I have been raising from the beginning. The casino now relies on its rule against multiple accounts, but at the same time it continued accepting my deposits and allowing me to play through newly created accounts. If they were able to identify these accounts now, why were they not identified and restricted when they were first opened?

The fact that I was repeatedly able to register new accounts and continue gambling from the same household and IP address raises serious questions about how these controls were being applied in practice. Rather than preventing access, I was allowed to continue gambling and incur substantial losses.

This is why I believe all of the circumstances should be reviewed carefully and fairly as part of this investigation.

I would also like to raise concerns regarding the payment activity on these accounts.

The casino was able to see the source of my deposits from my business account and the payment methods being used. Despite this, I was repeatedly allowed to deposit funds and continue gambling across multiple accounts. This raises questions about the effectiveness of the casino's anti-fraud, account monitoring, and responsible gambling controls.

In particular, I believe it is important to examine how deposits and withdrawals were processed, what checks were performed, and whether the casino followed its own compliance procedures. If the casino was able to identify issues with my accounts now, I do not understand why these concerns were not identified and addressed much earlier.

Taken together with the repeated creation of accounts from the same household and IP address, this gives the impression that deposits were accepted without adequate intervention while I continued to incur significant losses.

I respectfully ask that these issues also be considered as part of the investigation and that the casino explain what controls were in place, what checks were performed, and why I was allowed to continue gambling for such an extended period.

Dear Blaze Spins Casino,

As suggested, could you please confirm how many linked accounts have been identified in this case?

Additionally, please provide further information regarding these accounts, specifically whether different personal details were used during registration for each of them.

Could you also explain why these accounts were not flagged earlier, given that the same bank account or other payment method was allegedly used across all of them?

Should you consider any of this information sensitive, please feel free to provide it directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.