Blaze Casino - 選手の退場が遅れる。

I have been waiting since January 6 to withdraw my €900 winnings, they tell me that there is a problem with my documents that need to be verified, but this is not the case because I have uploaded all the required documents and they have all been verified . I asked for help on January 7th and they told me that there is a problem and it would be fixed by January 15th, however it was not fixed so I rewrote and I was postponed the date of fixing the problem to January 29th. We have arrived today February 10th that my problem is still not solved and the only thing they tell me is to wait and that the problem will be solved

È dal 6 gennaio che attendo di prelevare la mia vincita di 900€, mi dicono che c'è un problema con i miei documenti che devono essere verificati, ma questo non è cosi perché io ho caricato tutti i documenti richiesti e sono stati tutti verificati. Ho chiesto aiuto il 7 gennaio e mi hanno detto che c'è un problema e he sarebbe stato risolto entro il 15 gennaio, però non è stato risolto allora io ho riscritto e mi è stata posticipata la data di risoluzione del problema al 29 gennaio. Siamo arrivati ad oggi 10 febbraio che il mio problema ancora non viene risolto e l'unica cosa che mi dicono e di aspettare e che il problema si risolverà

Hello ippoliti99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Blaze Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was confirmed on January 4th, my winnings are all from real money without using bonuses and the last time I contacted support was yesterday to find out if it will be fixed

Il mio account è stato confermato il 4 gennaio, le mie vincite sono tutte state ricavate da soldi veri senza usare bonus e l'ultima volta che ho contattato il supporto è stato ieri per sapere se sarà risolto

Thank you ippoliti99 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru ) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you ippoliti99 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 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello,

Thank you for contacting the Blaze Support Team.

See https://blaze.com/pt/account/transactions/

Your unfinished withdrawals have recently been returned to your account, as you have not yet verified your account by submitting documents.

The request for documents happens to validate the client's ownership. We are legally required to verify your account after you make a certain amount in deposits or withdrawals.

I checked, and by now your account was properly certified.

There is currently a withdrawal pending.

Please note that on only rare occasions, it may take up to 72 hours for us to review your withdrawal. This can be due to a large influx of withdrawals, during weekends and national holidays, or for regulatory reasons.

Let us know immediately if, after the deadline, it is still pending or is rejected so that we can investigate the reason.

We are very sorry for the inconvenience.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

The withdrawal was refused and the documents have already all been verified for a long time and I also have an open ticket on this problem and it's been over a month and it's still not resolved

Il prelievo è stato rifiutato e a me i documenti risultano già tutti verificati da parecchio tempo e ho anche un ticket aperto su questo problema ed è passato più di un mese e ancora non si risolve

ippoliti99 could you please make sure your documents have been verified or alternatively send us proof of the verification status either in casino account or an email from the casino stating that you have been verified? I just want to make sure there hasn't been any misunderstanding here.

Thank you!

Thank you very much ippoliti99 for sending proof.

Could the Blaze Casino let us know about the status of the investigation? The 72 hour deadline has been passed and the player's withdrawal has been rejected as mentioned above.

Thank you in advance!

Hello​ ippoliti99 and Peter,

Thank you all for contacting Blaze.

The last withdrawal was returned to the account as the customer still needed to send proof of address for document verification.

Some other checks had already been done, however, the payment provider requested for legal reasons some extra checks, if necessary.

At the moment, you must send proof of address in the "Documents" tab.

Verification may take up to 2 days after all requested documents are submitted.

Open https://blaze.com/en/account/documents/proof-of-address

Submit a proof of address in your name.

Most banks provide documents (eg invoice, Account Statement, Limit Authenticity Statement and Registration Data, Active Payment Account Statement, etc.) that prove address, contact yours. It is the customer's mandatory responsibility to obtain and send proof of address in their own name, regardless of the situation.

Let us know immediately if you are unable to send the document through the website or if after 2 days the document still remains pending verification or is considered invalid for some reason by the technical team.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariano

Blaze Support Team

Now I have also sent proof of my address, although I have never been asked for it until now, and it has been confirmed

Adesso ho inviato anche la prova del mio indirizzo, anche se fino ad adesso non mi era mai stato chiesto, ed è stato confermato

Hello​ ippoliti99 and Peter,

Thank you all for contacting Blaze.

Fortunately, your problem was resolved, as all documents were successfully approved.

We also noticed that you were able to withdraw after verifying your account.

We are sorry for the delay in resolving your case.

Before sending payments, the payment provider asks for some verifications and this can take a few days.

Also, the document verification is a legal requirement.

We are working and improving our services so that this waiting time is shorter and shorter.

We appreciate your understanding.

If you have any further questions about this, or any other matter, just reply to this message.

Do not hesitate to contact us. We are here to help you!

Ariane

Blaze Support Team

Yes, I was able to download the problem has been solved

Si si sono riuscito a prelevare il problema è stato risolto

Dear ippoliti99,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter

Casino.Guru