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Complaint against BetBlast

I am submitting this complaint regarding the confiscation of winnings from my BetBlast account.

I built my balance through successful gameplay and had a substantial real-money balance in my account before any bonus was credited. At the time the relevant bonus was applied, I had a balance in excess of €6000 from previous winnings.

The casino later relied upon a €50 Silver II Level Up Bonus and a €17.42 Cashback Bonus to justify reducing my winnings. I believe this outcome is unfair and inconsistent with both the circumstances and the wording of the bonus rules.

My concerns are as follows:

I did not knowingly understand that these small promotional credits would have such a significant impact on my existing balance and future withdrawals.

The balance in my account prior to the bonus activation consisted largely of real-money winnings that had already been accumulated before the bonus was credited.

After the bonus was activated, I continued to play and my balance fluctuated significantly, dropping before later increasing to approximately €30,000.

The casino subsequently removed the majority of these winnings and informed me that bonus restrictions applied.

I believe the application of these restrictions was disproportionate given the size of the pre-existing balance compared with the value of the bonus.

I am particularly concerned by clause 21 of the casino's bonus terms, which states that when a bonus is activated while there is an active balance, the maximum withdrawable amount should correspond to the active balance prior to bonus activation plus the withdrawal limit associated with the bonus. I do not understand how the final calculation applied to my account is consistent with this wording.

I have attempted to resolve this matter directly with the casino but have been unable to reach a satisfactory outcome.

I respectfully request that Casino Guru review:

the balance on my account immediately prior to bonus activation;

the exact calculation used by the casino;

the application of clause 21 to my account;

whether the casino's actions were fair, transparent and consistent with its published terms.

I am seeking a fair review of the decision and would welcome a negotiated settlement if the full balance cannot be reinstated.

Thank you for your time and assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history?
• Were your winnings capped immediately after you completed the wagering requirements for the two bonuses you received, or were they capped only after you submitted a withdrawal request?
• Please ask the casino to provide your complete gaming history in Excel format and then forward the file to me at veronika.f@casino.guru.

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

Best regards

Veronika