Blaze Spins Casino - プレイヤーのアカウント確認が遅れています。

On 6 February 2026 I was asked by Blaze Spins Casino to provide an additional video verification. I was instructed to record a short video stating my full name and username while holding my government-issued ID and proof of address.

I recorded the requested video immediately and sent it to the casino the same day via Google Drive, as the file size was too large to upload directly on their website.

After one week without any confirmation or update, I sent a follow-up email asking whether the video had been received and how long the verification would take. I did not receive any reply.

Last week I contacted Live Chat. I was informed that the support agent does not have access to the verification department but that the matter would be escalated to speed it up. Since then, I have received no communication or update.

I sent another follow-up email yesterday, which also remains unanswered.

It has now been over two weeks since I submitted the requested video verification, and my account is still not verified. I currently have approximately €2,000 in my account, which I cannot withdraw until verification is completed.

I understand that casinos must perform KYC checks, and I have fully cooperated with all requests. However, I believe that a verification process taking more than two weeks without any communication is excessive and unfair. At the very least, I believe I should receive confirmation that my documents were received and information about the expected timeframe.

I kindly ask Blaze Spins Casino to complete the verification process or provide a clear explanation and timeframe.

Important notice:

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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 player's account accessible to you?
• Do I understand correctly that you haven't even received a confirmation that the casino received your video submission?
• Could you please confirm that the payout subject to your complaint is different from the one discussed in your previous complaint? https://casino.guru/complaints/blaze-spins-casino-player-s-verification-is-delayed-1
• Did you achieve your current balance with the help of a bonus?

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

Hello Tomas,

Thank you for your response.

Please see my answers below:

• Is your player's account accessible to you?

Yes, my account is fully accessible. I can log in without any issues.

• Have you received confirmation that the casino received your video submission?

No, I have not received any confirmation. I sent the requested video by email on 6 February 2026 via Google Drive and have not received any reply to that email or to my follow-up messages.

When I contacted Live Chat, the agent suggested that the matter would be escalated and sped up, but also mentioned they do not have access to the verification department. Since then, I have received no further communication.

• Is this payout different from your previous complaint?

Yes. The previous complaint was resolved. My account was verified at that time, and I was able to deposit, play, and withdraw without any problems afterwards.

This is a new verification request that was made later, and it concerns a different withdrawal.

• Did you achieve your current balance with the help of a bonus?

No. My current balance consists only of my deposited funds. I have not used any bonus in connection with this balance.

Thank you for your assistance. I can provide any additional information if required. I simply want the casino for the verification process to be completed or for a clear timeframe to be provided.

Kind regards,

Miroslav

Dear mprovod,

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, Lucia (lucia.s@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.

Kind regards,

Tomas

Hello mprovod,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Blaze Spins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Lucia,

Hello mprovod,

Thank you for bringing Blaze Spins into the discussion. 

We would like to inform that the player is now fully verified. The verification process has been completed, and the player’s account is fully accessible, including withdrawals.

We understand that the verification took longer than expected and that there were delays in communication. We sincerely apologize for any frustration or inconvenience this may have caused and thank the player for their patience and cooperation throughout the process.

We want to emphasize that the delay was not intentional. KYC procedures are important to ensure regulatory compliance and to protect the security of player accounts. The player’s cooperation in providing all requested documents, including the video verification, made it possible to complete the process successfully, and we truly appreciate their efforts.

Kind regards,

Maria

Blaze Spins Casino

Dear Blaze Spins Casino representative,

thank you very much for the update. I will leave this complaint open until mprovod confirms his withdrawals have been paid out.

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

Dear mprovod,

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,

Lucia