Blaze Spins Casino - Player’s withdrawal has been delayed.

I played at Blaze casino and won 4595 euros. I immediately sent the required documents and waited for them to be approved. Nothing happened. The chat said to be patient and that the payment department would get back to me when the documents were approved. I emailed the payment department after about 2 weeks and then once a week without getting any feedback. After about 1 month I received an email asking for more documents in video format where I read . I sent several videos and hoped that was the last thing needed. Since then I have sent emails several times without getting any response. When I contacted the chat I only get the answer that it is out of their control but that they will leave a notice to the relevant department. Today it has been 3 months since I won the money and it remains in the account but the documents are listed as pending and as long as they do that, no withdrawal can be made.

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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.

• What types of games did you play to accumulate your winnings?
• Did you play with or without an active bonus?
• Could you kindly specify which documents you sent to the casino for verification and the exact dates when you submitted them?
• Have any of your documents already been reviewed and approved by the relevant department?
• When was the last time the casino communicated with you regarding the verification of your account?

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

What types of games did you play to accumulate your winnings? i played slots

Did you play with or without an active bonus? i played with the second deposit bonus.

Could you kindly specify which documents you sent to the casino for verification and the exact dates when you submitted them? the document i have upload is passport, selfie, and a bill to verify my adress. that where around 14-15 of january And i have send video where i say my username casino name and show my passport 8 of february.

Have any of your documents already been reviewed and approved by the relevant department? no the document is pending on the site, and i have not recive any respond after the video whas send.

When was the last time the casino communicated with you regarding the verification of your account? no answear since 8 february when i send the video.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.These can be emails, screenshots, or chat transcripts. I appreciate your patience and cooperation.

Dear Trinaldo,

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.

i have send the documents to you by mail

Hello Trinaldo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Trinaldo;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru and please forward me all the documents you send before to thsi email so i can proceed with your complaint.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Trinaldo,

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.

I Have send all the info to you by mail

Dear Trinaldo,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Blaze Spins Casino representative to join this conversation.

Dear Blaze Spins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.