The player from Germany faced issues with withdrawing winnings from Gamblezen after verifying his account. He claimed that despite winning €2008, the casino attempted to limit his payout to €100, citing bonus terms. His account was then closed pending further verification, and he did not receive a response for over a week. The Complaints Team investigated the case, requesting documentation and clarification from both the player and the casino. Gamblezen Casino stated the account was closed due to incomplete KYC verification within 90 days and enforced a maximum withdrawal limit on bonus winnings as per their terms. Despite the player asserting his winnings were from real money wagers and not subject to bonus restrictions, the casino maintained their actions complied with their rules and fair play standards. The Complaints Team concluded that the casino had acted in accordance with its terms and conditions and the Fair and Safe Casino requirements, leading to the rejection of the complaint.
Gamblezen Casino - Player's account is closed, and winnings are delayed.
Unjustified complaint
Amount: €800
Gamblezen Casino
Safety Index:Very highCase summary
Translation
Hello,
my problem is this..!
I've been depositing money at the online casino Gamblezen on and off for about two years, always in conjunction with additional bonus money and free spins. However, I hadn't fully verified myself until two months ago because I didn't want to disclose my data unnecessarily without a reason (like winning)! (Which I did, of course, later.)
I have verified my player credentials and all credit card details I have used to deposit over the past two years (except for one payment made with a disposable virtual credit card).
My bank (Revolut) could not restore this for verification purposes, as it is only generated for one-time payments! (For security reasons, so that no one can trace the payment.)
However, my bank (Revolut) sent me a letter regarding this virtual disposable credit card, which I was asked to send back as a reply, as this has happened several times before with this type of credit card payment!
Now to the point:
I deposited €25, added bonus money and free spins, and played... without really expecting to win...
At some point, after several hours of play, I reached the time where everything that was won with the bonus money and the free spins was deducted, so that only what was left was what was the real winnings (real money) according to the bonus guidelines!
Of this winnings, you are only entitled to a payout of €100, according to the bonus terms and conditions!
So far so good..! But after all that, i.e. after converting bonus money into real money (within the scope of the 100,-€ real money winnings that can be paid out), I had a
Winnings of €2008
with a stake of, I think, 1.00 €uro.
This win was made with the money that was granted and awarded to me according to the bonus guidelines within the limit of €100 that could be paid out!
(I took screenshots of the process as a precaution to possibly have proof that I had won this prize with real money I played with.)
Screenshots of the moment the bonus money was converted into real money, as well as of me continuing to play with the real money I won. Also of the requested withdrawals!
Now they constantly tried to put that into the bonus winnings limit (the €100), which is of course complete nonsense!
I had attached these screenshots to the reply emails several times to refute Cassino's statements!
About a month ago, I was suddenly told that my account would be closed until the verification process was completed!
Now I'm not getting any answers and the live chat is putting me off and telling me to wait until the answers...!?
But they don't.!
No response at all for 1.5 weeks!
Before that, I received at least one response per week. Sometimes even two responses per week!
This is the sequence of events until today, July 27, 2025
I hope you can help me..?!
Kind regards
(If you wish, I can also upload the remaining screenshots to you! I'll have to download them from the other phone, which is broken.)
Dear player,
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.
Do I understand correctly that you successfully completed the bonus wagering and then received the €100 maximum allowed winnings as real, withdrawable money? And after that, you decided to continue playing with that €100 real money, which then led to a much larger win?
Also, could you please specify the exact type of bonus you received?
Kindly ask the casino to send you your game history in Excel format. This will help us track exactly how the bonus was used and how your winnings were generated.
Also, would you be able to forward us the email communication you’ve had with the casino, including the screenshots if you can recover them from your other device? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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 player,
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.
TranslationDear Dominika,
I apologize if you did not receive the message!
I emailed you and attached a bunch of screenshots. But it seems to have ended up in your spam folder. Sorry.
I didn't know how to upload all the screenshots here...🤔 !
That's why I thought I could write to you at your email address.
Here is the screenshot of my outbox.
I'll try to copy the email I sent you here again, as well as all the other screenshots
I apologize again if I have given the impression that I do not want to contribute to clarification.
Kind regards
Dear player, was the bonus you used some kind of special promotion? If yes, do you still have the link to that offer?
Did the win come from bonus money or from free spins?
Have you already asked the casino to send you your game history? If yes, did they send it to you?
This is very important — we need to review the full history in order to confirm how your winnings were generated and assess your case properly.
What is the current status of your verification? Did the casino ask you for any other documents? Have you received any updates from them?
Dear player,
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.
TranslationHello Dominika,
The bonus was NOT a special offer!
The bonus I took was a deposit bonus!
To be precise, the daily bonus.
You can use this once a day if you have deposited €25.
The daily deposit bonus changes daily, so there are either more free spins or more % bonus money.
I contacted the casino and asked for the history, and this was the response...!
And this despite having spent the last 90 days verifying myself!
They wrote to me and now claim that no activity has taken place and that the verification process has not been completed ("properly")!
I couldn't log into my account, and when I contacted live chat about it, they said they weren't responsible for it during the verification process!
Even the regular support did not consider themselves responsible. (The answer was that I should contact KYC@gamblezen turn around)
But they didn't really answer...!
Furthermore, not a single email was written as if I had actually spoken to a human! It felt like they were just automated messages!
I can't access the entire history because I'm denied access! I didn't receive any help when I described my problem.
To me, it just looks like a scam if they keep me waiting for weeks, make me submit documents the whole time, and then close my account because I "supposedly" didn't verify myself!
Best regards
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,
Thank you MarkoT.76 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Gamblezen Casino for their help in resolving this complaint. We would like to know why the player's account is restricted and what we can do to help the player receive their winnings.
Thank you!
Hello, MarkoT.76 and Peter.
We would like to inform you that we are currently reviewing this case in detail.
We will provide an update here as soon as we have more information available.
Thank you for your patience and understanding.
Best regards,
Gamblezen Casino
Hello,
Thank you for your patience. We have forwarded this case to our KYC department for a detailed review. At the moment, they are checking which specific documents may still be required to complete the verification process of the player’s account.
As soon as we receive feedback from them, we will update the player accordingly with the exact list of documents needed. We kindly ask for a bit more time while this review is in progress.
Best regards,
Gamblezen Casino
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.
TranslationDear Casinoguru team,
What happens if no one answers?
How can I then still exercise my rights?
Because apparently, the casino doesn't care if and what kind of rating I give! With so many players, it doesn't even stand out.
Best regards
Marko Takke
Hello,
We would like to clarify the situation regarding the player’s complaint.
The player’s account was closed because he did not complete the mandatory KYC verification within 90 days. According to clause 10.6 of our Terms & Conditions of the web site - gamblezen.eu:
*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.*
The player was notified multiple times in writing that failure to complete the KYC verification would result in account closure. After 90 days without verification, we acted strictly according to our Terms & Conditions.
Best regards,
Gamblezen Casino
Thank you for the update Gamblezen Casino representative. However, the player has indicated that they have already submitted all of the required documents. Could you please clarify which specific documents or information are still outstanding, or confirm if something was missing from their submission? Thank you in advance for your clarification!
Hello Peter,
Thank you for your patience. We have requested this information from our KYC department and are currently waiting for their response. We will get back to you as soon as we receive an update.
Best regards,
Gamblezen Casino.
Hello Peter,
We have sent all the necessary information to your email for your review.
Best regards, Gamblezen Casino.
Dear MarkoT.76, the casino has provided me with the email of the requested screenshot or a supporting document. They are currently waiting for you to provide the required documents. Please provide the requested information at your earliest convenience. Thank you in advance for your cooperation!
Dear MarkoT.76,
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.
TranslationHello Peter,
She wrote the following in her message!
I quote:
"Dear MarkoT.76, the casino has provided me with the email containing the requested screenshot or supporting document. They are currently waiting for you to provide the necessary documents."
However, this information is of little use to me if you don't see the email you received with the requested screenshot, or if you don't show me what kind of screenshot was requested!
Therefore, I am uploading everything here that I also uploaded to Gamblezen Casino, in order to verify my account and the payments made !
In addition, I am also uploading various emails that I sent to the casino and that the casino sent to me!
TranslationHello Peter,
Here are some more screenshots for your review. These are emails from Gamblezen and me.
TranslationHello,
Just to be on the safe side, I'm uploading the receipt again here, which I used to verify the deposit via
Virtual disposable credit card
(with the last 4 digits: ....0105)
can prove it!
After consulting with my bank
(Revolut Bank),
This is proof of payment, a verified verification of the payment and the holder of the virtual disposable credit card.
which is not reproducible!
Kind regards
M. Takke
Hello, Peter,
We have forwarder the information to the KYC departament and are currently awaiting their review.
Best regards,
Gamblezen Casino.
Hello, Peter,
The player's profile has been verified, and the disputed funds have been returned to their account.
Best regards,
Gamblezen Casino
Thank you for the positive update Gamblezen Casino representative.
Dear MarkoT.76, let us know if your issue is resolved or if you require any further assistance. Thank you!
TranslationDear Gamblezen Casino Representative,
I think it's great that I had to go through the verification process again here, even though I've already explained multiple times in my complaint that I've submitted all the required documents for the credit cards and accounts I used for deposits, as well as everything else requested during the verification process! Despite this, after the verification process was completed, I received no further response and then my account was simply closed! I've uploaded screenshots of all this here!
And, although I explicitly stated from the beginning that the reason for my complaint was not the verification of my player account, but the fact that obviously legitimate winnings are not being paid out! They then refer to their terms and conditions, which state that the maximum amount that can be paid out with bonus free spins is €100!!
But it doesn't say that this also applies to bonuses that are only available in conjunction with a minimum deposit of €25...!!??
Also known as a deposit bonus!
Or also called a daily bonus!
Who would use a daily bonus at your casino (Gamblezen Casino) and deposit €300, €400 or more if the maximum withdrawable winnings are €100?
NO ONE would deposit even 0.01 cents with you if your terms and conditions referred to daily bonuses and/or deposit bonuses!
To reiterate... my complaint from the beginning concerned my winnings, which were not to be paid out due to the alleged terms and conditions!
However, as I discovered after logging into my player account, my balance only showed €100!!!
And not my winnings, amounting to €800!
I have instructed the payout of the winnings in May 2025!!
In May 2025!!
And in November, the only success was the verification of my player account, which had already been completed in the summer of 2025...!!
When will I receive the remaining €700 of my winnings?
(€700 because I already transferred the €100 that was "credited" to me by the casino to my account before that was gone too!)
It's getting more and more disappointing!
Kind regards
M. Takke
TranslationPlayed with credit from 06:26 onwards!
Switched from bonus credit to real money credit!
Additionally, a screenshot showing me hours later (May 11, 2025, 4:35 PM) still with real money balance.
(€1585.16)
Play!
And a screenshot showing that on May 12, 2025, at 1:30:19 AM I still have my real money balance (€1083).
Play from yesterday ..!
So it is obvious that the requested €800
(now only €700, due to the payout of €100)
are entitled!
I can also upload screenshots showing my highest win (highest win: €2008) with which I won the money!
Nothing about that is mentioned in my account now that it's been activated!!!
But I took screenshots of everything important before my account was banned!
If necessary, I can upload everything.
Kind regards
Marko T***
Dear Gamblezen Casino representative, I would like to request an explanation for why the player's winnings were confiscated and what we can do to help resolve this issue. Thank you!
Hello, Peter,
We have written to your email address, Peter, to explain the situation
Best regards,
Gamblezen Casino.
TranslationHello Peter,
I find it absolutely unprofessional of Gamblezen Casino to want to explain themselves in a (to me inaccessible) personal email!
Which, of course, further delays the whole matter!
The fact is that the terms and conditions (generally) refer to a maximum payout of €100 from winnings obtained with free spins and bonus credits without having made a deposit!
And not on deposits combined with the daily bonus! And also not on winnings earned with money that has already been converted into real money credit!
Given that Gamblezen Casino advertises that someone has received payouts of over €150,000 in winnings, it is all the more disturbing that the casino is fighting tooth and nail to avoid paying me my full amount of €700!
Kind regards
Marko T***
Dear MarkoT.76, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!
TranslationHello Peter,
I apologize for speaking up again anyway..!
The problem I have with this is that the online casino Gamblesen deliberately delays its responses for weeks without actually giving an answer!
This is now the third week that Gamblezen Casino has been given to answer the question of why I've been kept waiting for weeks, only to then distract from my denied winnings and shift everything to a verification process that I had already completed before I filed this complaint!
And after I brought this up, you were told something again that neither I nor anyone else following this can understand!
No response has yet been made to the accusation of unlawfully withholding my winnings and referring to imaginary terms and conditions that describe free spins and bonus money WITHOUT a deposit.
I won in the spring and now, almost 7 months later, I'm still chasing after my winnings!
I have four children and Christmas is just around the corner, yet I'm being strung along and the only information I receive from you, Peter, is that you're in contact with Gamblezen and that I should continue waiting for something that I'm legally entitled to!
It's about (only) €700 now!
Absolutely ridiculous for such a well-known casino!!
They sit together with their family at Christmas, laughing their heads off at me, while I'm not only being ripped off by the casino, but also by them.
I have shared all the information with you, and yet you still ask me to submit it again and again!
So far, it has only been pretended that Gamblezen wants a solution..!
Kind regards
And happy holidays...
Marko T***
By the way, my birthday is on December 29th!
One couldn't be more disappointed.
TranslationInstead of simply writing that it was a misunderstanding and transferring my money back..!
I would have had absolutely no problem with that and wouldn't have made it public here!
No, they'll only make it worse, leaving them with no way out at all!
And then, Gamblezen discredited himself in front of everyone!
And I still haven't got my coal 👍👍👍
Hello MarkoT.76,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationHello Casinoguru team,
Four weeks ago, Gamblezen Casino was asked why I hadn't received my full winnings...!!
Four weeks ago!
And the only thing that came was a private message to Peter in which the casino (apparently) justified itself!
No answer to the question of why payment was not made!
And then nothing more happened...
Except that I should be patient!
So if I have to wait a month for an answer, even though it's absolutely clear that the money is rightfully mine and the casino is obliged to pay out winnings, why am I just being strung along here!
(I would have liked to go on vacation too, like Peter..!)
Regards
MT***
Thank your your patience MarkoT.76.
Dear Gamblezen Casino representative, I would like to address the player's issue with the free spins and a bonus. It is unreasonable for restrictions to be applied if the bonus is finished. This creates a trap for players, because they are able to continue gambling but further winnings will still be subject to these limitations.
In an ideal world, we believe that once the wagering requirements of the bonus have been completed, the bonus winnings should have any win limits applied immediately and then be added to the player's real money balance. At this point, the bonus should be considered finished, and any related restrictions should no longer apply. The player should be able to withdraw the winnings or continue to play as they choose.
When winnings from a bonus are added to a player's balance, assuming the wagering has been completed and any maximum win limits have been applied, they should be considered real money and treated as such. If a player chooses to continue to play with and risk these funds, they should be entitled to any winnings they obtain, in the same way as if they had deposited the funds into the account themselves.
If for some reason this is not possible due to the platform or software used by the casino, there should at the very least be an adequate warning presented to the player at the point the wagering has been completed (for example in a pop-up message or notification).
I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!
Dear Peter,
We have reviewed the details of your message regarding a player warning.
In response to your point about an adequate warning: such a warning is in place in our system. The player receives a clear notification about the maximum withdrawal limits for bonus winnings. A screenshot example of this system message is attached for your reference.
Therefore, the player was duly informed of the applicable terms via our platform's standard communication.
All actions in this case were taken in accordance with our established rules.
Best regards,
Gamblezen Casino.
TranslationHello Peter,
I would like to emphasize once again that my winnings have absolutely nothing to do with the bonus terms and conditions, as the winnings were obtained through real money wagers!
Not from bonus money or bonus free spins!!
Winnings achieved with real money, which were legally credited to me as real money winnings according to the bonus terms and conditions!
As the casino's "warning notice" (withdrawable
Amount = €49
proven!
If Gamblezen Casino continues to refuse, I will consider this disrespectful and will take legal action!
TranslationAdditionally, I would like to point out that
that I'm here at Casino Guru
From day one, my problem
I have described it exactly!!
Namely:
The casino is not paying out winnings, citing the bonus terms and conditions.
(Although, the reported profit
NOT with bonus money
NOT with bonus free spins
or whose winnings were generated within the wagering requirements from bonus free spins and bonus money)
AND THE ONLY THING THE CASINO DOES IS:
-to claim I had not fully verified myself
-to claim that the winnings came from bonus games or bonus money
-constantly referring to the bonus terms and conditions, even though the bonus terms and conditions only describe bonus money and bonus free spins, WITHOUT any deposit having been made!!!
I took a daily bonus that is only available with a minimum deposit of €25!!!
(There is absolutely no information about this in the bonus terms and conditions.)
And although this has already been described and clarified several times, there is persistent reliance on unimportant details or simply a failure to address the questions asked.
(regarding the refusal to pay out winnings)
replied!!
(The winnings I had earned with REAL MONEY BALANCE were €2008, which was displayed as the maximum win!)
I played this down to €800 and wanted to withdraw the remainder, of which GAMBLRZEN CASINO only granted me €100, after more than 6 months of trying to clarify the matter here at Casinoguru!!
The €100 I was awarded would have been due to me even without attempting to clarify the matter, and without having to wait 6 months for it!!
After deducting the €100 that I had paid out about 1-1.5 months ago, the amount is only €700!!
For its payment, I have been for almost
I have to fight for a whole year!!!
*originally €800 since March 2025*
*still €700
(after deducting €100)
since Nov./Dec. 2025*
This way of being here
Being strung along is outrageous and disrespectful to any clear-thinking person!
TranslationHello Casino Guru Team,
Why is there no longer a response?
Kind regards
MT
Thank you for the clarification Gamblezen Casino representative. While I understand a safeguard is in place in this situation, I would like to point out that you have received a Fair and Safe Casino Guru badge, and from casinos with this label, we expect a more player-oriented focus than just adding a warning.
As per our Fair Gambling Codex, 'Fair and safe casinos' should prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:
- Enforce maximum bet sizes, restricted games and other bonus conditions.
- Warn players when they are about to do something against their best interests (for example taking another bonus that would void winnings from the previous one).
- Check for multiple accounts at account creation (we suggest checking the combination of a new player's name and birth date in the database and displaying a warning if a match is found. More on this below).
I hope you understand our standpoint, and we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!
Dear Peter,
Thank you for your patience and understanding.
We have carefully considered your comments regarding our status as a 'Fair and Safe Casino' and would like to confirm that our actions are fully in line with both our own Terms and Conditions and the spirit of fair play.
Maximum bet limit with an active bonus: Our casino has a clear rule: the maximum bet while wagering bonus funds is €5. This limit is automatically enforced by our system, preventing players from accidentally violating it.
Player warnings: As we have demonstrated previously, our platform automatically informs the player of key bonus terms, including the maximum win limit that can be obtained from bonus funds. This notification is clear and unambiguous.
Duplicate account checks: We strictly enforce the "one player – one account" rule. During registration and verification, we conduct the necessary checks to prevent the creation of multiple accounts. The specific methods are part of our internal security and are confidential, but we can guarantee their effectiveness.
Therefore, we fully comply with the points mentioned in your inquiry. All our actions in this case were based on clear and pre-established rules, which the player agreed to upon registration and bonus activation.
We understand Casino Guru's position of seeking solutions that are as player-friendly as possible. However, in this specific case, we acted strictly in accordance with the published terms, which the player was notified about.
We believe that the deduction of funds exceeding the established bonus win limit was carried out correctly and in accordance with our rules.
Best regards,
The Gamblezen Casino.
Thank you for the clarification Gamblezen Casino representative.
Dear MarkoT.76, unfortunately, it seems we won't be able to come to a compromise in this matter. The casino has acted in accordance with our requirements for a 'Fair and Safe' casino, and with its terms and conditions. Therefore, the steps they have taken are justified, and we will subsequently reject your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Kind regards,
Peter
