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

This is the second time I've been asked to complete KYC during a withdrawal at this casino. It's been a month since I submitted the documents, but support has been ignoring me the entire time.

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Dear andandjonnyx, 

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 takes 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 did you send 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, 

Attila G.

The exact date is unknown, but it was about one month ago.

All standard documents have been submitted.

Dear andandjonnyx,

Thank you very much for your reply.

• Which documents were approved and which were not, to your knowledge?
• Are there any documents in your account that are currently pending verification?
• Has the casino indicated that there might be a problem with approving specific documents?

Thank you in advance for your response.

Unknown

Dear andandjonnyx,

Thank you for your message.

To ensure clarity and facilitate mutual understanding, I would appreciate if you could provide more comprehensive and detailed responses in future communications.

Could you please elaborate what you meant by your last response?

Looking forward to your reply,

Attila

I have no information to provide.

Dear andandjonnyx, thank you for your response. Regrettably, we are unable to proceed with the resolution of this complaint without cooperation from your side.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila

We’ve reopened this complaint at the request of andandjonnyx. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear andandjonnyx, could you please confirm if you still have access to your account? If so, could you please share a screenshot of the verification tab in your profile?

Additionally, have you tried reaching out to the customer support in relation to this issue? If so, could you please attach your correspondence as well?

Thank you in advance for your response.

Customer support is impossible to reason with.

They're demanding I submit a video using documents that no longer exist.

Dear andandjonnyx, thank you for your response. You mentioned that the casino is requesting a video of documents that are no longer available. Could you kindly clarify which specific documents the casino is seeking? Additionally, I would appreciate it if you could confirm the reason for their unavailability.

Thank you for your patience and cooperation.

After submitting the documents to the casino initially, we discarded them.

Therefore, it is impossible to film them over a month later when asked to do so.

Support has ignored my messages for nearly two weeks now, so communication is impossible.

It seems this casino has gone under.

Dear andandjonnyx,

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, Michal (michal.k@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,

Attila

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Blaze Spins Casino to join the conversation.

Dear Blaze Spins Casino,

Could you kindly explain why the player was reportedly requested to film documents that they no longer possess? Any insights you can share regarding this matter would be greatly appreciated.

If there are any pertinent details or circumstances related to this case that cannot be disclosed publicly, I would be grateful if you could share them directly with me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Hello Michal,

Hello andandjonnyx,

Thank you for bringing Blaze Spins into the discussion. We appreciate the opportunity to clarify the situation and to cooperate with Casino Guru to reach a fair resolution.

We’d like to clarify that Blaze Spins is operational and actively communicating through our official support channels. We also take KYC and withdrawal processing seriously, and we do not delay verification intentionally. In some cases, when certain risk indicators are present, our Compliance procedures require an enhanced verification step before we can approve further withdrawals.

Regarding the player’s statement that we requested "documents that no longer exist" - we would like to explain that the video verification request was not asking for any new or unusual paperwork. The purpose of the video was to perform an ownership confirmation using the same KYC documents that were already submitted by the player through the website, specifically by uploading them in the Verification section of their Blaze Spins profile. In other words, the video was meant to confirm that the person requesting withdrawals is the same person who originally uploaded the KYC files.

For clarity, the KYC documents previously uploaded in the Verification tab consisted of an ID proof (passport), a selfie with that same passport, and proof of address (an electricity bill). When the enhanced verification was triggered, we requested a short verification video in which the following is clearly visible:

• Player holding the same government-issued ID used for verification
• Player holding their proof of address document.

Unfortunately, the delay arose because this enhanced step was not completed successfully. Initially, the player was not cooperative with the request and insisted that verification should be finalized solely based on the previously uploaded files. Later, when the player agreed to submit a video, the ID shown in the video did not match the ID document used for the original KYC upload. We then asked the player to repeat the video using the same passport that had been uploaded. At that point, the player claimed the passport was no longer available because it "no longer exists". This raised a serious concern from a compliance standpoint, particularly because the passport that was uploaded appears valid until 2035, and the inability to present the same ID used for verification prevents us from completing the document-match confirmation that our process requires.

In addition, the account was flagged for an enhanced review by our Risk & Fraud team based on internal risk indicators. For data protection and security reasons, we prefer not to discuss the specific signals publicly in the complaint thread. However, we are more than happy to provide Michal with the relevant details and supporting context directly via email for an independent assessment

To be transparent, the above does not mean we are refusing verification or closing the account. It means we cannot complete the requested verification step without consistent documentation.

Kind regards,

Maria

Blaze Spins Casino

The identity verification documents have already been resubmitted to match the video.

I used my passport for the casino site.

Later, they requested a video, I used my ID card instead.

After that, I resubmitted my ID card to update the documents used for the casino site's KYC.

Why didn't the casino just change my KYC documents from passport to ID card? They could have done it all along.

Explain why.

The same applies to utility bills.

After uploading them to the casino site, those documents were used for payment and no longer exist.

Please clearly state why the casino did not request the video immediately.

It seems deliberately timed to request it only after the documents were gone.

Dear andandjonnyx,

It seems the actual situation once again differs from how you pictured it at the beginning. Can you please explain why, instead of normally cooperating with the casino team and providing or showing the same documents that you already provided before, you, on your own, decided to provide/show a different document during the video verification?

I can understand the casino team’s response, as a similar approach would likely be taken by many other operators in comparable circumstances.

"This raised a serious concern from a compliance standpoint, particularly because the passport that was uploaded appears valid until 2035, and the inability to present the same ID used for verification prevents us from completing the document-match confirmation that our process requires."

Additionally, please clearly explain what you mean by your passport no longer existing. What happened to it?

When I submitted the documents, I used my passport, but when the video was requested, I stopped using my passport for identity verification and switched to my ID card.

Therefore, after sending the video, I emailed and sent images requesting that the identity verification document itself be changed to the ID card.

Simply put, we changed the documents submitted to the casino from a passport to an ID card.

For some reason, the casino is not accepting this, leading to the current situation.

I should have been instructed to submit a photo of ID card and update documents. Did casino not receive the email?

Dear andandjonnyx,

Thank you for your reply; however, it does not address the questions I raised.

Can you please explain why, instead of normally cooperating with the casino team and providing or showing the same documents that you already provided before, you, on your own, decided to provide/show a different document during the video verification?

Please clearly explain what you mean by your passport no longer existing. What happened to it?

As I've mentioned several times, this is because the document itself has been changed.

We updated the identification document used for identity verification to an ID card instead of a passport, and also took a video.

As long as the requirements are met, users should be free to choose which documents to use for identity verification.

I'd be at a loss if asked for a reason.

The passport lacks an address and is therefore unsuitable as an identification document, so we discontinued its use and switched to the ID card.

Most casinos only require documents once, but some, like this one, may request them multiple times.

I thought a passport would suffice for a one-time requirement, but passports don't include an address and I often don't have mine on hand.

So I switched to an ID card. That's all there is to it.

In particular, since the other document—the utility bill—has already been paid and no longer exists, using a passport without an address should be inappropriate.

The passport documents initially submitted were discarded as KYC documents and replaced with an ID card that also includes the address.

It's just that simple. Why did it have to get so complicated?

The validity period of a passport is merely what the issuing authority has set.

How users handle their own documents should be none of the casino's business.

Utility bills get used before their due dates, and passports are almost always used before they expire for travel.

Or do you think passports and utility bills exist solely for casino KYC purposes?

I've repeatedly asked the casino, "Didn't you see the email with the ID card attached?"

First, ask the casino about that.

Then we can talk.

At the very least, I had already sent this email by February 4th, and I have sent other emails as well.

Please clearly state why the casino did not respond for nearly a month.

As long as the casino is not attempting to communicate with users and does not clearly state the reason, this complaint cannot be resolved.

Please stop bringing up my passport.

Because I've already updated my casino verification documents to use my ID card.

I also filmed the video using my ID card.

What exactly is the problem here?

I don't see any point in continuing to discuss a passport that is no longer relevant to the casino.

＞Can you please explain why, instead of normally cooperating with the casino team and providing or showing the same documents that you already provided before, you, on your own, decided to provide/show a different document during the video verification?

Which documents to use for casino identity verification is entirely up to the user, and no reason is required.

If pressed, it's because when I first submitted them, I didn't know a video would be requested later.

Since a video was requested later, I updated the documents to be appropriate at that time.

There is no other reason, nor is one necessary.

To summarize:

① I submitted my passport and a utility bill to this casino.

② They then requested a video, but the utility bill had already been paid, and the passport was unusable since I'd used it for travel.

Furthermore, since my passport didn't have my address listed to begin with, I updated it at this point to an ID card that does include my address.

Why did this simple matter get so complicated?

I currently have my passport, but I may not have it next week.

On the other hand, since an ID card isn't something submit, I always carry it with me.

That's why I updated it during the video recording. Please explain what's wrong with that.

Right now, I have my passport on hand so I can record a video, but my passport doesn't list my address, and I no longer have any utility bills, so I can never verify my address again.

Is that still acceptable?

Dear andandjonnyx,

Thank you for the additional information and sort of explanation. Couldn't you communicated this with the casino team earlier instead of claiming "the passport was no longer available because it no longer exists"?

You do understand that you found yourself in this situation, rather due to your own behaviour, right?

The appropriate communication about any "obstacle" can be proven very useful. This is not the first time you found yourself in such a situation, am I correct?

I will now continue to follow up with the casino team.

Dear Blaze Spins Casino,

Since the player has explained the "issues" regarding their passport, it seems the video verification can be done once more, and this time even with additional documents. Additionally, the player prefers to "update" their ID document from the passport to their personal ID, which seems to be more suitable.

Could you please inform us on how we should proceed with this matter? Additionally, can you please address the player's enquiries?

As I've said many times, I've repeatedly conveyed this point via email.

It was the casino that didn't even respond to the emails.

Evidence that the casino continues to disregard communication can be submitted via email.

At least since February 4th, the casino hasn't responded to any emails.

Why didn't you reply by email about this complaint?

I never received a single email saying something like, "It's strange that you don't have the documents even though your passport is still valid."

It's common knowledge that passports are used for travel and may need to be deposited with certain countries, so they aren't always kept on hand.

Are you seriously telling me to explain that every single time?

I thought people from other countries knew more about it than I did, being Japanese.

Furthermore, as a fundamental principle, if I choose to destroy my passport immediately after submitting KYC documents, that is my prerogative.

The casino has no right to object to that.

In fact, it's quite common to pay utility bills immediately after receiving them and then discard them. This is no different.

Therefore, it is standard practice to request a selfie ‘At the same time’ with the ID card or passport.

The casino requested the documents again after a considerable period had passed since the initial request.

Do you understand that this itself is inappropriate?

Dear andandjonnyx,

I can agree with you that the casino team could have responded to you much quicker and more frequently; however, as I have mentioned above, I believe it would be helpful if any obstacles like this could be communicated to the casino team as early as possible. A more transparent approach from the start might have prevented some of the confusion, especially since your initial explanation about the passport was far from ideal.

Clear and proactive communication can often make all the difference, and I mention this because I’ve noticed a bit of a pattern here from your side.

While it certainly is within your right to destroy your documents, however, can you then explain what documents you want to provide for the KYC and AML verification? How do you expect to pass these industry-standard verifications?

The casino has these rules in place https://blazespins.com/page/kycpolicy/

You do understand that you must have agreed to these as well as to the general T&Cs of the casino when you registered your account, right?

Overlooking or perhaps ignoring these rules is not a valid justification for non-compliance.

This being said, a response from the casino team is expected on how we might proceed to reach a resolution of this matter, if possible.

Submitting new documents each time is perfectly acceptable.

Nowhere in the terms of service does it state that "previously submitted documents must be retained."

Even if you destroy the documents, you can simply submit different ones.

The requirement that ‘the same documents previously submitted are needed’ is this casino's personal demand, not a general rule.

I can say this with confidence precisely because I've conducted KYC at hundreds of casinos.

Interpretation of the terms of service varies from person to person.

Therefore, if specific rules aren't written, it's the casino's fault.

In any case, I have no intention of arguing with you about KYC.

Our countries, values, and common sense are simply too different.

‘Did the Terms of Service explicitly list the documents or media required for KYC?’

'Did the casino request the video at the same time as the documents?'

‘Did the casino respond properly to the emails?’

That's precisely why this kind of objective evidence is so important.

Also, since I now have a passport, I am resubmitting the video via email.

Dear Michal,

Dear andandjonnyx,

Thank you for your continued cooperation.

We can now confirm that we have received a new video verification from the player, this time including the same passport that was originally used during the initial KYC submission.

After reviewing the video and completing the required document match confirmation, the verification process has been successfully finalized. The player’s account at Blaze Spins Casino is now fully KYC verified.

We appreciate Casino Guru’s assistance in facilitating communication and helping to resolve this matter.

Kind regards,

Maria

Blaze Spins Casino

Understood. Once the withdrawal is complete, the complaint will be considered resolved.

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

Dear andandjonnyx,

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,

Michal

Casino Guru