Blaze Casino - Hráč se snaží vybrat své výhry.

Good evening, I have been trying to withdraw money from my account since December 8th to two different bank accounts, I have tried everything that the support has told me and so far I have not found a solution. The live support just tells me to wait and does not help with the case. Each time I try to withdraw the money, it returns to my account after 2 days. I have tried different browsers, in incognito mode, resetting browsers, two different bank accounts, different small amounts, half and the whole amount, and nothing works. I hope you can help me with this case. I am attaching evidence of the last withdrawal attempt on 01/24/17, I also have other evidence in screenshots. Thank you very much in advance.

712/5000

Buenas noches, estoy tratando de retirar dinero desde mi cuenta desde el 08 de diciembre a 2 tipos de cuenta bancaria distinta, he probado todo lo que me ha dicho el soporte y hasta ahora no he tenido solución. El soporte en vivo solo me dice que espere y no me ayuda con el caso. Cada vez que trato de retirar el dinero a los 2 días retorna a mi cuenta, he tratado de hacer de distintos navegadores, en modo anónimo, reseteando los navegadores, a 2 cuentas bancarias distintas, diferentes montos pequeños, la mitad y el total, y nada. Espero me pueden ayudar con el caso. Adjunto evidencia del ultimo intento de retiro el 17/01/24, además tengo otras evidencias en capturas de pantalla. Desde ya muchas gracias.

712/5000

Dear jefersony,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Very good afternoon Cristina. I answer your questions.

I never made any withdrawals, since I tried it it failed.

I already did the KYC verification.

The profit was with a top-up of money that I made.

Thanks for your attention.

Muy buenas tardes Cristina. Respondo a tus preguntas.

Nunca hice algun retiro, desde que lo intente me fallo.

La verificación KYC ya la hice.

La ganancia fue con una recarga de dinero que hice.

Gracias por tu atención.

Thank you very much for your reply, jefersony. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristian, sorry for the delay, I attach the screenshots of the reports that I made through the live chat and by email, it should be noted that there were many more from the live chat, but these are the ones that I was able to capture.

I hope you can help me. I sent everything together by email and by this means I am sending it in 3 messages, since it only allows me to send 5 images per message.

From already thank you very much

Greetings

1st part.

Hola Kristian, disculpa la demora, te adjunto las capturas de los reportes que hice por el chat en vivo y por correo, cabe señalar que del chat en vivo fueron muchos más, pero estos son los que pude capturar.

Espero que me pueda ayudar. Le envie todo junto por correo y por este medio lo estoy enviando en 3 mensajes, ya que solo me permite enviar 5 imagenes por mensaje.

Desde ya muchas gracias

Saludos

1ra parte.

2nd part.

2da parte.

3rd part

3ra parte

Thank you very much, jefersony, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jefersony,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Blaze Casino to join the conversation and participate in the resolution of this complaint.

Dear Blaze Casino,

Can you please explain why the player's withdrawals are getting returned to the balance?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.