The player from Finland faced issues withdrawing money from Gamble Zen casino after completing free spins wagering. He initially withdrew 31 euros, then canceled the withdrawal to play more, but the casino claimed he had no right to cancel while playing with funds exceeding 40 euros. He questioned the casino's stance on the matter. The complaint was resolved after the player confirmed the issue had been addressed, with no further details provided on the resolution specifics. We closed the case following the player's confirmation of resolution.
Gamblezen Casino - Player experiences withdrawal dispute.
Resolved
Our verdict
Case closed
Amount: €100
Gamblezen Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
I was playing at Gamble Zen casino when I got free spins. I completed the wagering. After the wagering, the money was automatically converted to 40 euros, because the balance at the end of the wagering was about 100 euros.
I initially withdrew 31 euros, but today I canceled the withdrawal and played more, and withdrew 100 euros. The casino now states that I had no right to cancel the withdrawal, and play so that I win more than 40 euros.
They said I should have waited until the money was in the account and made a new deposit first.
I have played at Galactic-Wins, for example, which has a rating of 5.7 from Casino Guru. However, that problem is not there here.
Once the wagering is completed and the balance drops to €40, it is real money that you can play with. Isn't the casino's opinion absurd?
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3 weeks ago
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino. Please note the file you shared upon submission can't be opened/ or doesn't contain relevant information. Try sharing the information in a different format with me again.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account currently accessible to you?
- When did the incident happen?
- Do you have access to your payout history? Do you have access to your bonus history? Could you please share with me screenshots of these records for the relevant time period?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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3 weeks ago
TranslationThis happened yesterday, February 12, 2026. I can log in to my account.
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2 weeks ago
TranslationHave you been in contact with this Gamblezen yet? They still asked for some kind of bank statement. I sent it to them. They have received all the information that the well-known big casinos ask for. I was left with a slightly unpleasant impression of this casino because they seem to delay winnings.
The operation does not seem reasonable or legal. In my opinion, GambleZen does not deserve a rating of 9.1.
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2 weeks ago
Dear Seppo14,
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, Michal (michal.k@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
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2 weeks ago
Hello Seppo14,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite Gamblezen Casino to join the conversation.
Dear Gamblezen Casino,
I would like to request clarification on why the player's additional winnings should still fall under the maximum win limit once the bonus wagering has been previously fulfilled and their balance has been adjusted to the maximum win amount already.
If there are any additional factors affecting this situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru or in our MS Teams chat.
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1 week ago
TranslationDid the GambleZen staff tell me why they initially didn't accept the information I submitted? I've had similar situations with other casinos before. It would be good to know what's causing this. Was it just a delay?
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1 week ago
TranslationGreat that the problem was resolved. I would also like to state that I have encountered the same problem at casinos before, and I have not been able to figure out then or now what was behind the prolonged approval. Since deposits are so straightforward, the player certainly has the right to assume that withdrawals will not cause undue effort.
In addition, due to the lengthy process, as happened this time, I gambled away all my money. I don't think I received a bank statement from my bank account that Gamblezen casino wanted. However, I think I provided a lot of information; bank statements, proof of address, a picture of my bank card and a picture of my driver's license.
I pointed out to GambleZen that players are generally very loyal to casinos. They want withdrawals and deposits to be smooth. Apparently it's some kind of authority?
In any case, I hope that withdrawal processes at casinos in general will be more loyal.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Seppo14,
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,
Michal
Casino Guru
