The player from Germany is unable to withdraw his funds due to an incomplete KYC process, despite submitting the required video multiple times. He has contacted support over five times with no response and feels that the delays are intentional to stall his withdrawal after a legitimate win.
Blaze Spins Casino - Player's withdrawal is delayed due to KYC issues.
Opened
Current status
Waiting for player to reply
5d 20h 11m 15s
Blaze Spins Casino
Safety Index 8.1 HighCase summary
Discussion
Public
Public
4 days ago
I have been requested to complete video KYC via email, but even after sending the requested video as a reply, I have received no response. Consequently, my KYC remains incomplete, and I am unable to withdraw my funds. I am in a very difficult situation. While I understand that requesting additional KYC after a legitimate win is a standard procedure, refusing to process the KYC indefinitely to halt payments feels malicious. I would like you to address this. I have contacted support chat over five times on different days to follow up, but I have received no response to my inquiries. Furthermore, they dismiss me by saying that support is a separate department. I believe that in reality, both support and the finance department are operated by the same small team. It is extremely unpleasant to see that they clearly think they can successfully refuse withdrawals by stalling. I would appreciate your assistance in this matter.
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Blaze Spins Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you? Can you log in?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me the most recent video you provided to the casino for review? Send the information to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
