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.

Dear Trinaldo,

Dear Barbora,

First of all, please accept our sincere apologies for the extended delay and the frustration this situation has caused. We would like to thank you, Trinaldo, for your patience and cooperation throughout the verification process.

We are pleased to confirm that the player’s account has now been fully verified, and all previously pending documents have been successfully reviewed and approved.

The verification process is now complete, and there should be no further restrictions related to KYC preventing the withdrawal.

If there are any remaining steps required from the player’s side or if any assistance is needed regarding the withdrawal process, please do not hesitate to contact us directly. We are fully committed to ensuring that this matter is resolved smoothly from this point forward.

Once again, we sincerely apologize for the delay and any inconvenience caused, and we greatly appreciate your understanding and cooperation.

Kind regards,

Maria

Blaze Spins Team

Dear Blaze Spins Team,

thank you for your update and for confirming that the player’s account has now been fully verified.

Dear Trinaldo,

could you please confirm whether you are now able to successfully request a withdrawal, or if you have already received your winnings?

We will keep this complaint open until the player confirms that the withdrawal has been completed successfully.

Thank you both for your cooperation.

Hello again, Im trying to make a withdrawal. I deposit with Crypto and now they dont have crypto as an withdrawal method, they only have Skrill and Bankcard. when i ask about it in the chat they told me that i have to download an VPN to been able to withdrawal in crypto, but i dont know anything about VPN and if its safe or not. So i have not been able to make my withdrawal.

Dear Trinaldo,

thank you for the update. We understand your concerns regarding the use of a VPN, especially when it was suggested as a requirement for completing your withdrawal.

Dear Blaze Spins Casino,

could you please clarify why the player is being instructed to use a VPN in order to access the crypto withdrawal option? We would also appreciate confirmation whether there is an alternative withdrawal method available that would allow the player to receive the funds safely and without the need for third-party software.

We will keep this complaint open until the withdrawal issue is fully resolved.

Thank you for your cooperation.

Dear Barbora,

We would like to clarify that the player has already successfully received payouts related to these promotion winnings on two separate occasions. The player was paid out 2,000 EUR via cryptocurrency on May 15th and an additional 2,000 EUR via cryptocurrency on May 17th.

We would also like to confirm that cryptocurrency withdrawals are fully available for this player’s account. The suggestion regarding the use of a VPN may have been provided by our customer support team as part of a standard set of initial troubleshooting steps commonly recommended when a player encounters a technical display or access issue. These suggestions can include refreshing the page, clearing cache and browser history, switching devices or networks, or trying a VPN connection before the matter is escalated to the technical team for further investigation if needed.

Please let us know if any additional clarification is required.

Kind regards,

Maria

Blaze Spins Team

Dear Trinaldo,

thank you for your patience.

The casino has informed us that two withdrawals of €2,000 each were successfully processed to your crypto wallet on May 15th and May 17th.

Could you please confirm whether you have received these payments? Additionally, please let us know if there is still any remaining balance that you are unable to withdraw.

Thank you in advance for your cooperation.

Hi, i have recive 2 withrawal and i only wait for my 3rd withrawal.

I would like to take this opportunity to thank you so much for the help I have received in this matter. I was about to give up hope. If I can just withdraw my last 393 euros, we can close this complaint and see it as a win for all parties.

Dear Trinaldo,

thank you for the update and for confirming that you have already received two withdrawals.

We will keep this complaint open until the remaining balance of €393 is successfully paid. Please keep me updated regarding the status of the final withdrawal.

Once you receive the remaining funds, you can either let us know here in the thread or simply mark the complaint as resolved so we can proceed with closing the case.

Thank you for your 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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru