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

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.

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 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

- I can log in.

- That is correct. By using the bonus and following the wagering requirements and rules, I was able to convert the bonus into cash.

- I will send the video link by email.

I would like to resolve this issue. Thank you for your cooperation.

Dear salisero,

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,

Tomas

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 Barbora,

Dear Salisero,

Thank you for your patience while we reviewed this matter.

We can now confirm that the player's video has been successfully verified and the KYC review has been completed. There are no further outstanding issues with the submitted verification.

We appreciate the player's patience throughout this process and regret the inconvenience caused by the extended processing time.

Should any further information be required, we will be happy to assist.

Kind regards,

Maria

Blaze Spins Team

Dear salisero,

The casino has confirmed that your video was successfully verified and that your KYC review is now complete. You should therefore be able to proceed with your withdrawal.

Please let us know once you have an update regarding the payment.

I thought I would be able to withdraw my funds now that my KYC has been completed, but my withdrawal was rejected and my account was banned. I have attached image evidence. Also, since I was able to use the support chat on the site even while banned, I tried contacting them there, but my withdrawal was rejected again just like in past cases. I have also attached the contents of that conversation. As for the current situation, I received an email stating that KYC is complete, but it seems there is completely no intention to allow withdrawals without any legitimate reason.

　　　

Dear Blaze Spins Casino,

The player has informed us that although you confirmed his KYC review was successfully completed, his subsequent withdrawal was rejected and his account was banned.

The screenshots provided by the player also show that the account is currently blocked and that support referred to an internal Risk and Fraud review.

Could you please clarify the reason for the account ban and withdrawal rejection? If this is related to a separate risk/fraud investigation rather than the previously completed KYC review, please provide us with the relevant details and confirm whether the player's balance is currently being withheld.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Barbora,

Dear salisero

Thank you for following up.

We have reviewed the player's account and can confirm that there is currently no pending withdrawal request for us to review or approve.

We kindly ask the player to log in and submit a new withdrawal request. Once the request has been placed, our team will be able to review and process it accordingly.

Kind regards,

Maria

Blaze Spins Team

My account remains blocked, so I cannot log in, and naturally I cannot make a withdrawal either. I would like to resolve this matter promptly once the withdrawal is completed, but it still seems not possible.

Dear Blaze Spins Casino,

Thank you for getting back to us.

However, the player has confirmed that his account is still blocked, so unfortunately he cannot log in and submit a new withdrawal as suggested.

Could you please check this again and let us know how the player is expected to proceed in this situation? Since his KYC has already been successfully completed, we would appreciate it if you could help resolve the account restriction and allow him to request his withdrawal, or explain what is preventing this.

Thank you, and we hope we can move this case forward soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Barbora,

Dear salisero,

Thank you for your patience.

We would like to clarify that the player's account is currently closed due to an ongoing review of his gameplay by our Risk and Fraud Team. This review is separate from the previously completed KYC verification process.

While this review is ongoing, the account will remain closed and the player will therefore be unable to log in or submit a new withdrawal request.

Once the Risk and Fraud Team has completed its assessment, we will be able to provide a further update regarding the account and the player's balance.

We appreciate the player's patience and understanding while the review is being completed.

Kind regards,

Maria

Blaze Spins Team

Looking strictly at the facts from my personal perspective regarding this matter, it is hard to see this as anything other than the management team experiencing cash flow issues, wanting to avoid paying out, and simply trying to protect the reputation of Casino Guru, resulting in intentional and obvious withdrawal delays.

Regarding my gameplay, I have not committed any fraud or cheating whatsoever. My actions—luckily multiplying my balance several times over in a game called "20coins," clearing the wagering requirements on a standard Pragmatic Play game, and placing large bets because there were no bet size restrictions—did not violate any of the deposit terms and conditions. Furthermore, I placed bets on that specific game and lost many times. Since I was not cheating in the first place, I am certain that even if you were to check with the game provider, their only response would be that no rules were violated.

My current understanding is that the other party is using every possible means and excuse to deliberately delay the process.

Also, it is unjustifiable to withhold withdrawals or suspend accounts by deliberately stalling for time just to harass users, and then retroactively changing the terms of service to claim a rules violation; however, since online casinos frequently pull stunts like this, I am mentioning it in advance as well.

It is clearly visible that you are intentionally raising issues one by one and little by little after the fact to delay the process. Since you are making a fuss over a mere 3,000 dollar withdrawal by a player with no rule violations, I can only assume that you are in severe financial trouble. I look forward to your reply.

Hello salisero,

We would like to update you that due to Barbora, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Barbora 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 Barbora will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Blaze Spins Casino,

I just wanted to follow up and ask if there is any update on the Risk and Fraud review.

The player has been waiting for some time, so I’d appreciate it if you could let us know whether there has been any progress regarding his account and balance.

Dear Barbora,

Thank you for following up.

At this time, the review by our Risk and Fraud Team is still ongoing. The relevant team is continuing its assessment, and unfortunately, we are not yet in a position to provide a definitive update.

We appreciate your and the player's continued patience while this process is being completed. We will provide an update once the review has concluded and we have further information available.

Kind regards,

Maria

Blaze Spins Team

Dear Blaze Spins Casino,

Thank you for the update.

The player has been waiting for some time now, so we would appreciate it if you could let us know once there is any progress with the review.

Dear Barbora and salisero,

Thank you for following up. We understand that the player has been waiting for an update and appreciate their patience.

The Risk and Fraud Team’s review of the gameplay is still ongoing. We are following up with the team and will notify you here as soon as the review is complete and we have an outcome to share regarding the account and balance.

Kind regards,

Maria

Blaze Spins Team

Dear Blaze Spins Casino,

Thanks for the update. However, the complaint has been open for quite some time now, and the player is still waiting without any clear information about the progress.

Could you please check with the Risk and Fraud Team and let us know if there is any expected timeframe for completing the review?

We’d really appreciate some more concrete information so we can move this case forward.

Dear Barbora and salisero,

Thank you for your patience while the review was being completed.

We can confirm that the Risk and Fraud Team has now concluded its review. The player's account has been reopened, and we have informed the player of this via email.

The player should now be able to log in to the account and submit a new withdrawal request. We are currently awaiting the withdrawal request so that it can be reviewed and processed accordingly.

Kind regards,

Maria

Blaze Spins Team

It seems the account restriction has been lifted. I have requested a withdrawal and am currently waiting for the funds to arrive.

Thanks for the update. Please let us know once you receive the withdrawal.

Dear Barbora and Blaze Spins Casino, I have just confirmed receipt of the funds. Thank you for your support over such a long time.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear salisero,

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,

Barbora