Blaze Spins Casino - Pelaajan kotiutus viivästyy KYC-prosessin vuoksi.

Unfortunately, this is another casino where everything is dragged out. My KYC (Know Your Customer) check has been pending for over a week, even though all documents have been submitted. In the chat, they say they're not responsible and that I'll be notified by email. I have no desire to wait another two months for a payout.

Leider wieder ein Casino bei dem alles in die Länge gezogen wird, kyc seit über 1 Woche in Bearbeitung, alle Dokumente wurden eingereicht. Im Chat heißt es das sie nicht zuständig sind und das ich per email benachrichtigt werde. Ich habe keine Lust hier auch wieder 2 Monate auf eine Auszahlung zu warten.

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 Sukram1978,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your verification process.

To better understand your situation and proceed with our investigation, could you please clarify the following:

• When did you submit your KYC documents for verification (exact date, if possible)?
• Which documents were requested and uploaded?
• Have you received any emails from the casino regarding missing documents or additional requirements?

If you have any screenshots or email communication with the casino regarding your KYC status, you can forward them to petronela.k@casino.guru for review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Documents were uploaded on December 2nd.

Here is an excerpt from the email listing the required documents (all were uploaded by me on December 21st).

Required Documents:

Valid government-issued ID: passport, ID card, or driver's license.

Proof of address: utility bill, bank statement, or similar — dated within the last 3 months.

Selfie holding your ID: a clear photo of yourself holding your ID, where both your face and the document are visible.

So far, I haven't received any emails about missing documents or anything else. In the chat, it's always stated that the chat partner isn't responsible for KYC matters.

Unterlagen wurden am 2-. Dezember hochgeladen.

hier ein Auszug aus der email , welche Dokumente benötigt werden ( wurden alle am 21. Dezember von mir hochgeladen)

Required Documents:

Valid government-issued ID: passport, ID card, or driver’s licence.

Proof of address: utility bill, bank statement, or similar — dated within the last 3 months.

Selfie holding your ID: a clear photo of yourself holding your ID, where both your face and the document are visible.

bisher keine email über fehlende Dokumente oder sonstiges. Im Chat wird immer gesagt das der chatpartner nicht zuständig ist für kyc Angelegenheiten

Dear Sukram1978,

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, Peter (peter.c@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.

Hello there,

Thank you Sukram1978 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Blaze Spins Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

The amount in question is now €2515.20. There has been no progress with the verification; it is still being processed.

Mittlerweile geht es um 2515,20 € . Es hat sich bei der Verifizierung noch nichts getan, immernoch in Bearbeitung

Dear Peter,

dear Sukram1978,

Thank you for your patience.

We would like to confirm that the player’s KYC (Know Your Customer) verification has now been fully completed and approved. The account is currently fully verified with no restrictions, and withdrawals are enabled as per standard procedures.

We acknowledge that the verification process took longer than expected due to internal processing queues during this period, and we apologize for the inconvenience this may have caused.

As confirmation, the player has already been informed via email that:

• The account is fully verified
• Withdrawals can now be processed instantly by our Payments Team
• A $100 KYC Appreciation Chip has been granted as a goodwill gesture for the delay

The player may proceed with their withdrawal at any time, and our Payments Team will handle it accordingly.

Should any further clarification be required, we remain fully available to assist via this thread.

Kind regards,

Maria

Blaze Spins Team

Thank you very much for the update Blaze Spins Casino representative.

Dear Sukram1978, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Jetzt ist der Account verifiziert, 1 Stunde danach ist auf einmal mein Guthaben weg nur noch die 300 Euro die ich eingezahlt habe. Diese Info habe ich im Chat bekommen, ich weis nicht was ich falsch gemacht habe. 😡

Hello Markus,

I have completed a detailed review of your account activity and would like to clearly explain the outcome of our findings.

Unfortunately, the activity identified constitutes a direct violation of our Mixing of Funds policy. This policy strictly prohibits making a new deposit, claiming a bonus, or redeeming a free promotion while another deposit, bonus, or free promotion is still active.

For clarity, please refer to the relevant term below:

Mixing of Funds

Mixing of funds is strictly prohibited. Players are not allowed to make a new deposit, claim any bonus, or redeem a free promotion while another deposit, bonus, or free promotion remains active. The balance must be reduced to less than $/€1 before initiating a new deposit, claiming a new bonus, or redeeming any free offer.

Any violation of this rule may result in the forfeiture of bonuses, winnings, and/or account suspension at Blaze Spins’ discretion.

General Terms: https://blazespins.com/page/termsandconditions/

Bonus Terms: https://blazespins.com/page/bonusterms/

After a thorough review, it is evident that this condition was not met. As a result, we are required to void all winnings generated from the promotions that were mixed.

Purely as a gesture of goodwill, and without prejudice, we have decided to return your original deposit of 300 EUR to your account balance.

We understand that this outcome may be disappointing. However, these rules are applied consistently to ensure fairness, regulatory compliance, and equal treatment for all players.

Should you have any questions or require further clarification, please do not hesitate to contact us.

Thank you for the update Sukram1978.

Dear Blaze Spins Casino representative, could you please clarify the issue caused by the mixing of funds and provide me with the player's transaction or betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter, 

Dear Sukram1978,

Thank you for your continued cooperation. 

Please note that the players transaction and betting history has already been forwarded to Peter via email for review.

To clarify what caused the mixing of funds: on December 20th, 2025 the player claimed a deposit promotion. On December 21st, 2025 the player then claimed an additional free promotion while the earlier promotion was still active and the balance had not been reduced to below €1. Later on 21 December 2025, the player submitted a withdrawal request which was rejected at that time due to the pending KYC verification.

Under clause 17.3 of our Terms and Conditions, players are not allowed to make a new deposit, claim a bonus, or redeem a free promotion while another deposit, bonus, or free promotion remains active, and the balance must be reduced to less than €1 before starting a new promotion. In addition, Bonus Terms 1.25 states that promotions remain active until all associated winnings are fully withdrawn.

For these reasons, the winnings generated from the mixed promotions had to be voided in line with the rules.

As a goodwill gesture and without prejudice, we returned the original €300 deposit to the player’s balance.

If any further detail is required for the assessment, we remain available to assist.

Kind regards,

Maria

Blaze Spins Team

At any other reputable casino, redeeming a bonus means that the old bonus is cancelled when you redeem a new one. Very poor practice, dear Blaze Casino.

Bei jedem anderen guten Casino kommt beim einlösen eines Bonus das Sander alte Bonus storniert wird wenn man einen neuen Bonus einlöst, ganz schwach liebes blaze Casino

Thank you for the clarification Blaze Spins Casino representative. According to our Fair Gambling Codex, we would like to see that rules like the one that the player has violated unknowingly would be protected through software means, and in situations where this is not feasable a warning in the form of pop up would be given to the player before a new bonus is activated. I would like to ask if you could clarify if any such safeguards are implemented in your establishment. Thank you in advance for your clarification!

Hello Peter, 

Hello Sukram1978,

Yes, we do have a software safeguard in place in the form of an on-screen pop-up message shown to players.

When a player fulfills the wagering requirements, a pop-up appears stating:

Congratulations! Your wagering requirements are complete and bonus winnings are now in your real balance. Please note that bonus terms remain in full effect until the entire bonus-generated balance is fully withdrawn or lost.

This notice is specifically intended to inform the player that the promotion is still considered active until the full bonus-generated balance is withdrawn or lost, and that activating another promotion before completing that process may lead to a Mixing of Funds breach under our rules.

Kind regards,

Maria

Blaze Spins Team

That doesn't add up; the wagering requirements have been fully met. And in my opinion, that's not the right answer to Casino Guru's question either.

Das passt nicht zusammen, die umsatzbedimgungen wurden komplett erfüllt. Und das ist auch nicht die passende Antwort auf die Frage von Casino Guru in meinen Augen

Thank you to both parties for the update.

Dear Blaze Spins Casino representative, could you please clarify whether players are required to click or acknowledge anything in response to the warning in order to confirm that they have seen it?

Additionally, could you provide an example of the type of warning a player would receive after completing the wagering requirements?

Thank you in advance for your cooperation.

Even if you click on something, at every other casino the old bonus is canceled/deleted and then the new one is activated. What blazecasino is trying to do here is very poor for a casino with such a good rating.

What blazecasino is writing here is about fulfilling the bonus conditions, and has nothing to do with reactivating a new bonus, which supposedly led to the mix-up. Therefore, there can be no pop-up in this case; otherwise, the old bonus would have been canceled when a new one was activated.

Selbst wenn man auf etwas klickt, wird bei jedem anderen Casino der alte Bonus storniert/gelöscht und dann der neue antiviert. Was blazecasino hier versucht ist ein ganz Schwaches Bild für ein Casino mit so einer guten Bewertung.

und das was blazecasino hier schreibt ist ein erfüllen der Bonus Bedingungen, und hat nichts mit dem erneuten aktivieren eines neuen Bonus zu tun was dann angeblich zur Vermischung geführt hat. Also kann es kein Pop up geben in diesem Fall, sonst wäre ja der alte Bonus storniert worden beim aktivieren eines neuen Bonus.

Dear Peter,

Dear Sukram1978,

Thank you for your follow-up questions.

The pop-up is displayed automatically by the platform once wagering is completed. At this time, it does not require a mandatory click-through or checkbox acknowledgment in order to proceed. The message appears on-screen and can be closed by the player; however, we cannot technically enforce a mandatory action due to limitations of the third-party casino platform we operate on.

In practice, the intent of this warning is to inform the player that even after wagering is completed, the promotion is still considered active until the related balance is fully withdrawn or lost, and starting additional offers before that point can result in "mixing of funds" under Clause 17.3.

If helpful, we can provide a screenshot of the pop-up to support this explanation.

Kind regards,

Maria

Blaze Spins Casino

Thank you for the update Blaze Spins Casino representative. Please provide a screenshot of the pop-up to support this explanation.

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.

Hello Peter,

Hello Sukram1978,

As requested, here is the screenshot of the pop-up message shown to players after completing the wagering requirements.

Please see the attached screenshot for reference.

Kind regards,

Maria

Blaze Spins Team

Thank you for the update Blaze Spins Casino representative,

Dear Sukram1978, the casino has displayed that you have been warned with a notification, as we recommend in our Fair Gambling Codex. While we would like to see that rules like these are implemented on the software level, we understand that the technical limitations sometimes do not permit such safeguards. As this is an industry standard, we cannot consider this to be unfair. As such, we believe the casino has acted in accordance with its bonus terms and conditions, and as such, we are unable to assist you further.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.