Gamblezen Casino - Player experiences verification issues.

Hallo zusammen,

Sie haben nun schon viele Dokumente zur Überprüfung verlangt welche ich selbstverständlich alle bereit gestellt habe. Nun haben sie aber eine klare Grenze überschritten. Sie fordern mich auf Bilder meiner privaten Bankkarte zu machen. Das geht überhaupt nicht. Ich habe mit dieser Bank weder eingezahlt, noch sonst irgend eine Verbindung zum Casino. Ich habe ihnen sogar schon Kontoauszüge geschickt. Sie haben mir nicht erklärt warum sie das wollen und ich finde es höchst verdächtig.

Dear Themaninblack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying this card seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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

Best regards,

Kristina

Dear Themaninblack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo Kristina,

Ja diese Karte ist das einzige Problem. Ich gebe keine Daten über mein privates Bankkonto preis (welches nichts mit der Sache zu tun hat). Alles andere wurde genehmigt.

Beste Grüße,

Karim

Thank you very much for your reply, Themaninblack. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Themaninblack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Themaninblack, for your cooperation. I will now transfer your complaint to my colleague Katarina ([email protected]) 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.

Dear Themaninblack,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Gamblezen Casino representative to join this conversation.

Dear Gamblezen Casino, could you please provide more information about this case?

Looking forward to your reply.

Hello, Themaninblack and Katarina,

Thank you for reaching out. We have received this complaint and are currently investigating the case. Our team is reviewing the situation to understand all the details, and we will provide an update as soon as possible.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

do you have any news regarding this case, please?

Hello, Katarina! We have sent you the details regarding this case via e-mail. Thank you.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for the email. I have followed up with an answer.

Hallo Kristina,

Gamblezen droht mir mit einer permanenten Kontoschließung, sollte ich das Dokument nicht bis 28.04.2025 (übermorgen) einreichen. Was soll ich nun tun? Die Beschwerde läuft nun schon ein Monat und das Casino lässt sich offensichtlich sehr viel Zeit für jede Antwort...

Dear Themaninblack,

I am still awaiting a response from the casino.

I would recommend providing an image of your bank card with only the first and last four digits visible. Please redact the remaining eight digits and the CVC number. If you are uncomfortable sharing this information, please remain patient as I am actively communicating your complaint with a casino representative. In either case, please keep me apprised of any new developments.

Hallo Katarina,

in Ordnung, ich werde abwarten und nichts schicken.

Hello, Katarina.

We would like to inform that the player's account was closed on April 28, 2025, in accordance with our Terms & Conditions (T&C). Over the past 90 days, the player received 12 notifications requesting the necessary verification information. These emails specifically asked for the IBAN, BIC, and name; no mention was made of a bank card.

We acted in accordance with Section 14.6.1 of our T&C, which the player agreed to upon registration, specifically: "(Gamblezen reserves the right to close your account and terminate the terms and conditions unilaterally if: the user has not logged into his account for 90 days in a row; the user did not confirm ownership of the account (did not pass through the verification procedure), did not confirm his payment method within 90 days, or refused to go through verification, Gamblezen has the right to write off the remaining funds from the inactive account in its favor.)"

Despite 12 email reminders, we did not received all the documents shown in the screenshot in the attachment.

The player was repeatedly warned, and the account closure was communicated in each reminder email sent by our KYC department. As of yesterday, April 28, 2025, the account was closed as per the outlined terms.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for the message.

Dear Themaninblack,

Could you please provide the email or message you received from the casino requesting your bank card? Feel free to share it here or send it to my email [email protected].

Hallo Katarina,

Hier ist der Screenshot der Aufforderung durch das Casino. Ich kann immer noch nicht verstehen, warum das Casino meine privaten Bankdaten benötigt, welche ich nicht zur Einzahlung benutzt habe.

Die erste Anfrage nach diesem Dokument war übrigens am 17. Februar, also nicht vor 90 tagen

Dear Themaninblack,

Thank you for your message and the information provided.

Regarding the screenshot shared in your previous message, I understand your concern regarding the request for bank card information. I would like to clarify that providing a picture of the card was one of two options presented by the casino.

To explain why the casino may request such sensitive information, it's important to understand the Anti-Money Laundering (AML) policies commonly implemented by online casinos. These establishments are required to adhere to local regulations and laws, including verifying players and the source of funds used for gaming. While this may seem intrusive, it is an industry standard, and casinos are within their rights to request this information for compliance purposes.

To proceed with your case, would you be willing to provide the requested documentation to allow the casino to complete their verification process?

Dear Gamblezen Casino,

Considering the screenshot provided by Themaninblack, which includes a request for bank card information as one of the options, would you be willing to grant him additional time to complete the verification process?

Hello, Katarina! Thank you for your efforts in mediating this matter.

We would like to clarify that a total of 90 days passed from the initiation of the verification process to the closure of the account. This timeframe is more than sufficient for the player to have provided the necessary documentation.

It’s important to note that the request for a bank card image was presented as one of several acceptable verification options, not a mandatory requirement. At all times, we acted in full accordance with our Terms & Conditions.

Given the ample time already provided, we regret to inform you that we are unable to extend the verification period any further.

Best regards,

Gamblezen Casino

Das ist ungerecht und außerdem faktisch falsch. Ich wurde am 17. Februar über diese Dokumente in Kenntnis gesetzt, davor wurde mein Account gesperrt ohne irgend ein Dokument von mir zu fordern. Ich hatte somit keine 90 Tage Zeit um das Dokument zu senden. Des weiteren hat das Casino die Überprüfung durch CasinoGuru so lange verzögert, dass ich nicht rechtzeitig erfahren konnte ob das Vorgehen des Casinos legitim ist. Ich finde insgesamt das Vorgehen des Casinos sehr ungerecht und nicht nutzerfreundlich. Auf meine Anfragen und Bedenken wurde nie geantwortet sondern immer der selbe Copy-Paste Text verschickt. Echte Kommunikation gab es nur über CasinoGuru, wo sich Gamblezen immer den maximalen Zeitraum von 7 Tagen nimmt um zu antworten und somit zu verzögern. Ich habe fair eingezahlt und fair gewonnen, ich erwarte auch so behandelt zu werden und mein Guthaben zu erhalten.

Dear Themaninblack,

Thank you for your message and the information provided.

Please provide all relevant communications with the casino pertaining to this issue, including emails and screenshots. Of particular importance are any exchanges where document requests were made. Please include the dates of these communications. Kindly forward all materials to [email protected].

Hallo Katarina,

ich habe dir die e-mails weitergeleitet

Dear Themaninblack,

thank you for your message and for your emails.

Dear Gamblezen Casino,

According to the information provided by Themaninblack, the initial request for KYC documents was made on February 17th. Consequently, May 18th marks the 90th day from the date of the request, rather than April 28th. Do you concur with this assessment?

Given this timeline, would you be able to grant a short extension to allow the player additional time to submit the necessary documentation?

Looking forward to your reply,

Katarina

Hello Katarina,

The verification process for the player’s account began on January 28, 2025, when the player successfully completed automatic identification through the SumSub system. This is confirmed by the corresponding internal log and a screenshot (attached). This step marked the initiation of the verification process, but verification is not limited to this stage alone and also includes confirming payment methods and possibly providing additional documents.

According to Clause 14.6.1 of our Terms and Conditions, if a user does not complete verification and confirm their payment methods within 90 days, the casino reserves the right to close the account.

After this period expired—on April 28, 2025—the account was closed in full accordance with the terms the user agreed to upon registration.

It is not possible to grant an extension, as all actions taken on our part were strictly in accordance with the established rules and timeframes outlined in the Terms and Conditions. The player had ample time to complete the verification process and was repeatedly informed that failure to submit the required documents would result in account closure.

Best regards,

Gamblezen Casino

Eure Argumentation macht leider keinen Sinn. Warum sollten die ersten 20 Tage hinzugezählt werden, in denen mein Account noch voll verifiziert war und ich keine Anweisungen hatte irgend etwas zu tun.

Des weiteren hatte das Dokument, welches ihr angefordert habt rein gar nichts mit meiner Zahlungsmethode zu tun. Verständlich also, dass ich mir bei so einer sensiblen Anfrage Gedanken gemacht habe und erst die Einschätzung von CasinoGuru hören wollte. Zumal genug Zeit gewesen wäre, hätte das Casino auf meine Anfragen resgiert oder sich nicht immer die maximale Zeit zum antworten in dieser Beschwerde gelassen. Ich habe stets zügig und lösungsorientiert geantwortet. Die Verzögerung liegt somit rein an dem Casino. Ich finde es ehrlich gesagt eine Frwchheit wie sich das Casino hier verhalfen hat.

Dear Gamblezen Casino,

thank you for your message.

Following a comprehensive review and consultation with the complaint resolution team, we have concluded that the closure of Themaninblack's account was not an appropriate penalty, and we support his right to complete the Know Your Customer (KYC) process. We respectfully request that you reconsider your decision, as classifying this complaint as unresolved would negatively impact your safety index.

Looking forward to your reply,

Katarina

Dear Themaninblack,

I would like to assure you that your complaint is currently being discussed outside this thread.

Could you please collect the documents that were asked from you by the casino and send it to my email [email protected]? Specifically a screenshot of your bank account with the following information:

Bank account number / IBAN (international bank account number)

Bank ID / BIC (Bank Sort Code)

Detailed address of the recipient (zip code, street, city, country)

Thank you for your cooperation.

Katarina

Hallo Katarina,

Ich habe dir die Fotos geschickt. Vielen Dank für die Arbeit!

Dear Themaninblack,

thank you for your email. I have followed up with a response.

Looking forward to your reply,

Katarina

Hallo Katarina,

ich habe dir das Dokument geachickt.

Dear Themaninblack,

thank you for your email. 

I am currently discussing this case with a casino representative outside this thread. I will keep you updated of any new progress.

Dear Gamblezen Casino,

I have sent you an email and await your response.

Hello, Katarina.

We have responded you in DM.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for your message. I have followed up with an answer.

Looking forward to your reply,

Katarina

Hello, Katarina.

We have responded to you directly regarding this matter.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for your message. I have followed up with a response.

Looking forward to your reply,

Katarina

Hello, Katarina.

We have responded you in PM about the documents.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for your message. I have followed up with a response.

Looking forward to your reply,

Katarina

Hello, Katarina.

We have responded you in PM. Thank you.

Best regards,

Gamblezen Casino

Hallo zusammen,

das geht jetzt schon seit ca. 3 Monaten so. Dürfte ich fragen wie lange das noch so weiter geht? Weigert sich Gamblezen ernsthaft meine Gewinne zu zahlen? Dann würde ich nämlich langsam gerne weitere Maßnahmen einleiten.

Dear Gamblezen Casino,

I have responded to your message.

Dear Themaninblack,

thank you for your message and for your patience. The Gamblezen Casino is still requesting to see the screenshot of an online banking account.

Will you be able to provide that, please?

Looking forward to your response,

Katarina

Hallo Katarina,

Screenshots lassen sich in meinem Bank Account nicht machen, die app blockiert das. Ich wäre aber jetzt bereit meine Bankkarte zu senden.

Hello Themaninblack,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Themaninblack,

thank you for your message and patience.

Could you please take a picture of your bank account with some other device? Kindly forward it to my email [email protected].

Looking forward to your reply,

Katarina

Hallo Katarina,

Ich habe Ihnen den Screenshot geschickt. Ich füge ihn auch hier bei.

MFG

Hello Themaninblack,

thank you for your message and email.

I will contact a casino representative and provide you with the relevant information upon receipt.

Katarina

Hello Themaninblack,

I am currently discussing this complaint with a casino representative, I will keep you updated about any relevant information.

Thank you for your patience.

Hello, Katarina,

We have forwarded the information to the KYC department and are currently awaiting their review.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

thank you for your message.

Is there any update regarding this case, please?

Looking forward to your reply,

Katarina

Hello, Katarina,

We have sent our response regarding this case to your email.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

thank you for your message and email.

Dear Themaninblack,

I was informed by the casino that you will have to undergo a video verification with them. Could you kindly confirm your willingness to proceed with this next step?

Looking forward to your reply,

Katarina

Hallo Katarina,

Damit bin ich selbstverständlich einverstanden. Ich möchte einfsch endlich meine Gewinne, ich warte jetzt seit fast einem Jahr es ist unfassbar...

MFG

Dear Themaninblack,

thank you for your response.

Dear Gamblezen Casino,

As the player is ready for the video verification, please schedule a suitable time with him at your earliest convenience.

I look forward to your update.

Katarina

Hello, Katarina,

Thank you for your message and for confirming the player's readiness.

We have forwarded the information and request for video verification to our KYC department. They will contact the player directly via his registered email address to schedule a call at the earliest possible time.

Please note that the verification call will be conducted in English.

We will inform you as soon as the procedure is scheduled.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

thank you for the message.

Could you please provide an update on the verification process?

Looking forward to your reply,

Katarina

Hello Katarina,

We have instructed our KYC department to contact the player at his registered email with the scheduling details.

The proposed time slot for the video verification is tomorrow, between 12:00 and 14:00 Berlin time , via Google Meet, and will be conducted in English.

As soon as the player confirms his availability for this slot, our KYC team will provide him with the direct meeting link and proceed with the call.

We will notify you immediately upon completion of the verification.

Best regards,

Gamblezen Casino

Hallo,

So kurzfristig habe ich morgen leider keine Zeit. Ich könnte euch den 26.12.25 ab 14:00 GMT+1 anbieten. Alternativ geht auch der 27.12, der 28.12 oder der 29.13 jeweils ab 14:00. Über eine zügige Rückmeldung würde ich mich sehr freuen.

MFG

Dear Gamblezen Casino,

thank you for the message.

Has the video interview been conducted, please?

Looking forward to your reply,

Katarina

Hallo,

Nein, das Casino hat sich mal wieder nicht bei mir gemeldet und mir keinen termin gegeben. Jetzt sind die Feiertage vorbei und ich werde nur noch Abends oder am Wochenende können. Es ist wirklich unglaublich wie unprofessionell Gamblezen das ganze herauszögert. Ich antowrte immer sofort und darf Ewigkeiten warten und so ist das von anfang an gewesen.

MFG

Dear player,

Our KYC department will contact you to schedule a video verification date.

Best regards,

Gamblezen Casino.

Dear Themaninblack,

thank you for the update.

Dear Gamblezen Casino,

Could you please contact Themaninblack at your earliest convenience, as this issue has been ongoing for quite some time?

We would appreciate it if you could keep us informed of any updates or new developments.

Thank you for your assistance, and we look forward to your response.

Katarina

Hello, Katarina,

The player has been sent a message with the date of the video verification, and we are awaiting their response.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

thank you for the update.

Dear Themaninblack,

We kindly ask that you respond to the casino’s message and keep us informed of any further developments.

Looking forward to your reply,

Katarina

Hallo,

Ich habe den Termin morgen bestätigt.

MFG

Dear Themaninblack,

thank you for your message.

Please keep us updated of any future developments.

Looking forward to your reply.

Katarina

Hallo,

Ich habe die Videoverifizierung erfolgreich durchgeführt und warte, dass mein Account freigeschaltet wird.

MFG

Dear Themaninblack,

thank you for your message.

Dear Gamblezen Casino,

could you please provide an update on this case?

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your message and for the player's update.

We have received the confirmation regarding the video verification and have forwarded the recording along with all relevant documents to our Security & KYC department for final review and assessment.

Once the internal verification process is complete, we will be sure to reach out to you with further updates.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

thank you for the update.

As I am stepping down from my position as Complaint Specialist, I would like to inform you that responsibility for handling this complaint is being transferred to my colleague, Michal ([email protected]).

Michal has been thoroughly briefed on all details of your case, including the background, correspondence to date, and the current status. He will now take over and continue working with you to ensure that the matter is handled carefully, consistently, and without any disruption.

I am confident that you will be in very capable hands. Michal is an experienced and dedicated colleague, and I trust that he will provide you with the same level of professionalism and attention that you have received so far.

I would like to take this opportunity to thank you for your cooperation and communication throughout this process. I wish you all the best going forward and hope that the remaining steps will lead to a satisfactory resolution.

Please feel free to reach out to Michal directly for any further questions or updates.

Best regards,

Katarina

Greetings everyone,

I am Michal, and I will be overseeing this case moving forward. To my knowledge, the video verification has been completed, and only the final results remain to be assessed by the Security & KYC department.

Dear Gamblezen Casino,

Could you please inform us when we might anticipate the results?