Blaze Spins Casino - Pelaajan kotiutus viivästyy huomiotta jätettyjen KYC-pyyntöjen vuoksi.

Hello

I will summarize below my issue:

December 26th I requested a withdrawal via crypto,but the wallet was not active,so I contacted the support team.After they told me there was a technical issue,then to try another method, I have been told that a KYC is required(even if they advertise no KYC for crypto but whatever).Uploaded all 3 docs the same day(January 2nd).After 10 days they are still pending and support team just ignore the emails I sent.No reply,no nothing.I tried to solve the issue internally with a formal complaint,but it was ignored just like all my messages.I can provide printscreens with all my messages if necessary,I will upload the last one.

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.

Dear alexxspw, 

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.

Hello

First of all,thank you for the feedback.I fully agree about the importance of KYC and I think it's normal to ask any documents necessary.

In my case,there were 3 docs required:selfie,ID and bank statement,all uploaded on January 2nd(even if,like I said in my original post,they advertise on BlazeSpins official website "no KYC for crypto") and one more selfie containing also my ID,which I also uploaded.All in correct format as required.Strangely,all my emails regarding the pending status of my documents remained unanswered.

For the sake of the argument:last two new casinos I played this month got my docs verified in 30 minutes(first one) and 12 hours(the second one).Eleven days and no reply at my attempts to comunicate I think is a pretty big red flag for any casino.

Kind regards

****

Hello

My problem was solved,KYC was approved and the cashout was instant.I would like to thank CasinoGuru for all the help regarding my issue.

Kind regards

****

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

Dear alexxspw,

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,

Attila