The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. We initially noted that the delay was likely linked to pending KYC verification, and the player later confirmed that his profile was still unverified despite submitting ID documents and a selfie holding his ID card more than two weeks earlier. Since the outstanding payout was cancelled and no further response was received from the casino, the complaint was ultimately marked as resolved after the player confirmed that the issue had been settled.
Blaze Spins Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,550
Blaze Spins Casino
Safety Index 8.1 HighCase summary
Discussion
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2 weeks ago
Translation
Dear Casino Guru Team,
I am writing to request your assistance as I am currently experiencing problems with the online casino BlazeSpins.
On July 25, 2026, I made a deposit at BlazeSpins and took advantage of the offered 200% welcome bonus. After fully meeting the required wagering requirements, I requested a withdrawal of €1,550.
However, just a few hours later, my withdrawal was cancelled. I was told that account verification was required first. This surprised me, as BlazeSpins explicitly advertises on its website that verification is generally not necessary.
Immediately after receiving the request, I submitted all the requested documents. These included a selfie with my identity card and a separate photo of my identity card.
However, more than 10 days have now passed without my documents being reviewed or my account verified. According to customer support, processing the documents should take a maximum of five days. This deadline has now passed.
Unfortunately, the live chat has not been able to provide me with any concrete information regarding the processing status or the expected duration of the verification. Despite repeated inquiries, I only received general answers, without my issue being addressed further.
Therefore, I would like to politely request your assistance in clarifying this matter. I would be very grateful if you could contact BlazeSpins to expedite the verification process so that my withdrawal of €1,550 can be processed as quickly as possible.
I would like to thank you in advance for your support, your time, and your commitment. I would also like to take this opportunity to commend you on your excellent website and your helpful work.
Best regards
[redacted]
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
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.
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2 weeks ago
Dear Pawelss,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationUpdate: Verification and payout are still pending.
The casino has not sent any further requirements or anything similar.
Automatic translation:
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2 weeks ago
Dear Pawelss,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationGood afternoon Jean,
Unfortunately, there's no news. I haven't received any response from the casino either.
My user profile is still not verified , even though I uploaded the documents more than 2 weeks ago.
Since I am not yet verified, I can no longer request a payout.
The outstanding payment was cancelled. I uploaded a selfie holding my ID card, as well as a photo of my ID card.
I need help.
Best regards
Pawel
Automatic translation:
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pawelss,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
