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.

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 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