Gamblezen Casino - Player is struggling to withdraw her winnings.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC is an essential security process that ensures the funds are sent to the rightful owner. Since casinos cannot verify players in person, checking identification and documents is the only reliable way to complete this procedure. All serious and licensed casinos treat KYC with great care, and it may sometimes take a few working days to finish this process thoroughly.

Could you please let me know which documents you have already provided and when you sent the last one?

Have you submitted your proof of address in the correct format?

Has the casino explained why your proof of address has not been approved yet?

Do you have any alternative documents that could serve as valid proof of address?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear jolitavaikai65,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.