Blaze Spins Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

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.

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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.

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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 [email protected], 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 ([email protected]). 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

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.