The player from Germany is facing issues with withdrawing winnings from Gamblezen after verifying his account. He claims that despite winning €2008, the casino is attempting to limit his payout to €100, citing bonus terms. His account is now closed pending further verification, and he has not received a response for over a week.
Gamblezen Casino - Player's account is closed, and winnings are delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 1h 46m 6s
Gamblezen Casino
Safety Index:Very highCase summary
Discussion
Public
Public
4 months ago
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.)
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
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 [email protected], 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.
Public
Public
4 months ago
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.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Dear 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
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
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?
Public
Public
4 months ago
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.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Hello 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
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.
Public
Public
3 months ago
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!
Public
Public
3 months ago
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
Public
Public
3 months ago
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
Public
Public
3 months ago
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.
Public
Public
3 months ago
Translation
Dear 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
Automatic translation:
Public
Public
3 months ago
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
Public
Public
2 months ago
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!
Public
Public
2 months ago
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.
Public
Public
2 months ago
Hello Peter,
We have sent all the necessary information to your email for your review.
Best regards, Gamblezen Casino.
Public
Public
2 months ago
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!
Public
Public
1 month ago
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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello 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!
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Peter,
Here are some more screenshots for your review. These are emails from Gamblezen and me.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello,
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
Automatic translation:
Public
Public
1 month ago
Hello, Peter,
We have forwarder the information to the KYC departament and are currently awaiting their review.
Best regards,
Gamblezen Casino.
Public
Public
1 month ago
Hello, Peter,
The player's profile has been verified, and the disputed funds have been returned to their account.
Best regards,
Gamblezen Casino
Public
Public
1 month ago
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!
Public
Public
4 weeks ago
Translation
Dear 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
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
I have on 11.05.2025,
Played 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***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 weeks ago
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!
Public
Public
1 week ago
Hello, Peter,
We have written to your email address, Peter, to explain the situation
Best regards,
Gamblezen Casino.
Public
Public
1 week ago
Translation
Hello 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***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
22 hours ago
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!
