The player from Australia faced difficulties with the KYC process, as the casino required a selfie with a physical debit card that he did not have. He mentioned that Australian banks did not provide letters confirming card ownership and that the debit card numbers were not on statements, despite having other forms of identification and evidence of his deposit. The Complaints Team clarified that since he had already spent his winnings, there was no balance left to dispute, and thus no further assistance could be provided. It was explained that the casino needed to verify all payment methods used, and without the required documentation, withdrawals could not be approved. Consequently, the complaint was closed due to the inability to proceed further.
Blaze Spins Casino - Player’s KYC process is delayed.
Other
Amount: A$760
Blaze Spins Casino
Safety Index 8.1 HighCase summary
Issue is with my KYC . I don't have my physical debit card and they require a selfie with the actual card. In all my years playing at online casinos have I ever been asked that. They have asked a letter from my bank to say the card is indeed mine but Australian banks do not write such a letter for a debit card. Also debit card numbers do not appear on statements. I have lots of identification and a picture of the card , a statement of the deposit. I'm not sure why they won't work with me on this
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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 specify why you are unable to provide a photo of your physical debit card?
- When exactly did you make the last deposit with this card into the casino?
- Have you submitted any other documents for verification? If so, have they been reviewed and approved by the relevant department at the casino?
- Which other payment methods have you used to deposit money into this casino? Have they been verified?
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
Hi, all other ID has been verified. Passport etc. I do not have a copy of the card as I lost it , just haven't got it replaced as it's a big hassle. They said provide bank statement with card number but as I explained to them it's a debit card , no numbers are ever displayed on a statement. They are happy for me to deposit other methods but the money that was won on the previous deposit can't be withdrawn. Makes no sense. I have a photo of the card and bank statement showing the deposit. I need to be honest though. I got frustrated and spent that money. I'm happy for you to intervene so this situation doesn't happen to anyone else. But no money is involved
Thank you for clarifying your situation. Since you have already spent the winnings in question, there is no balance left to dispute, which means we cannot assist further in recovering any funds.
For your awareness, casinos are legally required to verify all payment methods ever used on a player’s account, not just the ones currently active. This means that even if you choose to deposit or withdraw via a different method in the future, the casino still has the right to request either a photo of the lost card or an official document from your bank confirming that the card belonged to you. A standard bank statement is generally not sufficient unless it clearly contains the card number, as this is what proves the link between the payment method and your account.
Unfortunately, without this documentation, the casino cannot approve withdrawals made via that card. While you have already spent the current balance, please keep this in mind for future activity, as the same verification requirement may come up again.
Given these circumstances, we are unable to proceed with your complaint, and we will therefore close this case. Thank you for your understanding, I am sorry that we could not be of more help on this occasion.
Best regards,
Veronika
