Beschwerde #24 Blaze Spins Casino

No progress in KYC process

Von dimondfreek

vor 5 Monaten

Hello!

I signed up and played for a bit, and then won 500€ in roulette.

I then tried to withdraw and was prompted to do a KYC process, which I did right away on the same day I registered my account and played (09.12.2025)

The website and the customer service state repeatedly that the process will take at the utmost 3 days to be completed, and I am now waiting for more than 12 days with no progress or reaction whatsoever.

I have spoken to the live chat on the website, who says they can’t do anything as they are not the accounts team, and I’ve written at least 2 emails with absolutely no response.

I am therefore lost and out of options on what to try next. I, therefore, would be very thankful for any help!

My demand is simply to get the kyc process done and my withdrawal.

Thank you!

Unseriöses Casino Blaze Spins Casino

Grund Verifizierungsprobleme

Betrag €500

Diskussion

AskGamblers

• Support Team

vor 5 Monaten

Dear @dimondfreek,

The AskGamblers Complaint Team is kindly asking you to assist the Blaze Spins Casino team further and send the required information.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required information, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Blaze Spins Casino

• Representative

vor 5 Monaten

Dear AskGamblers Team and Dimondfreek,

Thank you for your message and for bringing this matter to our attention.

We fully understand the player’s frustration regarding the verification timeline and would like to clarify the reason for the delay.
During the KYC review, our Accounts Team identified an inconsistency between the country selected during account registration and the jurisdiction indicated by the documents submitted for verification (both the identity document and proof of address). In line with our compliance and regulatory obligations, we are unable to finalize the verification process until this discrepancy is resolved.

To proceed, the player has been asked via email to clarify one of the following:

• Confirm that the country selected during registration was entered incorrectly and confirm their current country of residence;
• Provide valid documents issued by the country originally selected on the account.

This clarification is required before verification can be completed and the withdrawal processed. Once the player provides the requested confirmation, the account will be reviewed immediately and without further delay.

We would like to emphasize that this request is part of standard KYC procedures and is not intended to delay or withhold funds. We remain fully cooperative and committed to resolving this matter as quickly and fairly as possible.

Kind regards,
Maria
Blaze Spins Casino

AskGamblers

• Support Team

vor 5 Monaten

Dear all,

This complaint has been reopened as per Blaze Spins Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

vor 5 Monaten

Dear Blaze Spins Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Blaze Spins Casino Beschwerde-Statistik

Gelöst 12 / 12

Durchschn. Betrag $1,200

Durchschn. Dauer 4 Tage

Durchschn. Antwortzeit 2 Tage

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Sehr geehrtes AskGamblers-Team,

Sie haben mir per E-Mail eine Promotion für das Blaze Spins Casino zugesendet, in der angegeben war, dass für Auszahlungen über Crypto kein KYC erforderlich sei. Auf dieser Grundlage habe ich mich registriert und gespielt.

Ich habe 1.708 € gewonnen, warte jedoch seit über 6 Tagen (inkl. 4 Werktagen) auf die Verifizierung. Laut AGB des Casinos darf diese maximal 3 Werktage dauern.

Trotz über 10 Kontaktversuchen per E-Mail und Live-Chat habe ich keinerlei Antwort vom Casino erhalten.

Ich bitte Sie, den Fall zu prüfen und sicherzustellen, dass beworbene Casinos ihre zugesagten Bedingungen einhalten.

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