Complaint #10
Blaze Spins Casino
Bonus removed when wagering was almost complete
6 months ago
I am submitting this complaint because Blaze Spins removed my active $100 VIP Chip bonus while I was still wagering it, which caused the loss of my entire bonus balance of €118.75. I had spent around two hours completing the wagering requirements, and I only had about €150 left to wager out of €2580 when the bonus suddenly disappeared in the middle of a blackjack round. There was no warning and no indication that the bonus was about to expire or end.
When I checked the bonus window before this happened, it clearly showed that the bonus still had 1 day and 18 hours remaining. The countdown was running normally, and I had no message or alert that the promotion was near expiry. This makes the sudden removal of the bonus extremely questionable.
Right after the balance disappeared, I immediately contacted Live Chat. The agent checked my account and told me that “everything seems in order from what I can tell” and that “all looks good from our side.” In other words, their system showed no expiration, no violation, and no reason why the bonus would suddenly vanish. The agent could not explain what happened and told me to email their accounts team.
However, when I contacted support by email, the explanation changed completely. They claimed the bonus had “expired” because the promotion was available for two days. This is both incorrect and inconsistent. The email offering the VIP Chip was sent on November 11 at 13:56, which means a two-day validity would end on November 13 at 13:56. My bonus was removed around 02:00 on November 13, almost 12 hours earlier than even their own “2-day” argument would allow. In addition, the bonus timer displayed on the casino’s interface still showed more than 1 day 18 hours left at the time of removal, which contradicts their explanation entirely.
To summarize, their system showed the bonus was active and not expiring soon, I was nearly finished wagering, Live Chat confirmed there were no issues or indications of expiry, and yet the bonus was removed early and without justification. The conflicting explanations between Live Chat and the accounts team raise further concern.
I am asking for the bonus to be reinstated with the correct remaining wagering, and for my €118.75 balance to be restored. I also request a clear technical explanation for why an active bonus with more than a full day remaining was removed automatically, especially while wagering was almost completed.
When I checked the bonus window before this happened, it clearly showed that the bonus still had 1 day and 18 hours remaining. The countdown was running normally, and I had no message or alert that the promotion was near expiry. This makes the sudden removal of the bonus extremely questionable.
Right after the balance disappeared, I immediately contacted Live Chat. The agent checked my account and told me that “everything seems in order from what I can tell” and that “all looks good from our side.” In other words, their system showed no expiration, no violation, and no reason why the bonus would suddenly vanish. The agent could not explain what happened and told me to email their accounts team.
However, when I contacted support by email, the explanation changed completely. They claimed the bonus had “expired” because the promotion was available for two days. This is both incorrect and inconsistent. The email offering the VIP Chip was sent on November 11 at 13:56, which means a two-day validity would end on November 13 at 13:56. My bonus was removed around 02:00 on November 13, almost 12 hours earlier than even their own “2-day” argument would allow. In addition, the bonus timer displayed on the casino’s interface still showed more than 1 day 18 hours left at the time of removal, which contradicts their explanation entirely.
To summarize, their system showed the bonus was active and not expiring soon, I was nearly finished wagering, Live Chat confirmed there were no issues or indications of expiry, and yet the bonus was removed early and without justification. The conflicting explanations between Live Chat and the accounts team raise further concern.
I am asking for the bonus to be reinstated with the correct remaining wagering, and for my €118.75 balance to be restored. I also request a clear technical explanation for why an active bonus with more than a full day remaining was removed automatically, especially while wagering was almost completed.
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