Blaze Spins Casino - Player's withdrawal is delayed due to KYC issues.

Hallo nochmal,

Auszahlung wird verweigert, da KYC-Verifizierung nicht möglich!!!

Man kann immer nur gleichzeitig 3 Fotos hochladen, verlangt wetden aber 5.

Dokumente per E-Mail zwecls KYC werden nicht akzeptiert, ebensowenig die Möglichkeit, erst drei und danach zwei weitere Bilder hochzuladen.

kyc abgelehnt, da unvollständig.

auf Nachfrage wird nur ausgewichen und hingehalten. Die geforderten Dokumente (Email von denen) habe ich beteits mehrfach hinterlegt. Pure Schikane.

Ihr seid meine letzte Hoffnung, vielen Dank im Voraus.

gute Nacht, liebe Grüße

Stephan

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo,

ich habe alles verifiziert. Bankkonto, Adresse, Personalausweis, Kreditkarte!

Heute kam eine E-Mail, dass meine Auszahlung abgelehnt wurde, da ich mit Kreditkarte eingezahlt habe und ich diese auch als Auszahlungsmethode nutzen soll?? Hää? Man kann gar nicht auf meine Kreditkarte überweisen, reine Schikane wieder mal!!!!

Thank you very much for your reply. Have you tried explaining the situation to the casino ? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sie haben sich gemeldet per E-Mail! Angeblich soll die Auszahlung jetzt funktionieren, ich probiere es gleich mal aus, und melde mich dann wieder

Has there been any news since your last message?

ja, Auszahlung erneut verweigert, gerade e-mail erhalten

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mephan83,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, do I understand correctly that you haven't tried to withdraw your funds to your credit card? Is this an issue for you? Also, is the whole verification process completed now? Was the situation with submitting the correct amount of documents resolved?

Dear casino representative,

could you please check the case and explain the matter to us? Have you verified the player successfully? Alternatively, are there any other issues causing the delays? Thank you in advance for providing us with your perspective..

Hello Casino Guru representatives and Mephan83,

Mephan83’s account has been fully verified. The initial delay was due only to incomplete documentation, and once the full set of required documents was provided, verification was completed immediately. There are no ongoing verification issues - the matter at hand relates solely to the withdrawal method.

The player deposited using a credit card but requested a withdrawal via cryptocurrency. While we made a one-time exception in the past and processed a crypto withdrawal despite a credit card deposit, this new request was declined strictly in accordance with our Terms and Conditions, which require that withdrawals be made via the same method used for depositing.

The player has stated that credit card withdrawals are not possible. This is not correct, we process credit card withdrawals on a daily basis without issue, and this option remains available for the player.

We can provide full proof of our communication with the player, including screenshots of emails and any other required records, to confirm that the withdrawal requirements were clearly explained. We are ready to process the withdrawal via the original payment method used for depositing, in full compliance with our policy.

Matthew

Blaze Spins Team

Dear casino representative,

thank you for your detailed response.

Dear Mephan83,

is there any particular reason why you cannot receive a payout to the card you registered on the site? Please note that processing withdrawals to the same payment method used for depositing is a standard AML and safety precaution.

Dear Mephan83,

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,
Martin
Casino.Guru