The player from Germany faced difficulties with a withdrawal of €200 from GambleZen after his account had been deactivated without clear communication. Despite having provided bank documents and created a new email address, he had not received responses or updates for almost six weeks. The Complaints Team had attempted to assist by communicating with the casino on his behalf; however, due to a lack of response from the player to inquiries and reminders, the complaint was closed. The casino later stated that the player's balance had been adjusted according to the maximum bonus release amount, resulting in no funds available for withdrawal. The player failed to reply to the subsequent questions, which led to the complaint being rejected.
Gamblezen Casino - Player’s account is closed and withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Gamblezen Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Ladies and Gentlemen
My case is a bit complicated. I play at countless casinos, and I've never experienced anything like this. I've been a customer at GambleZen for years, depositing occasionally, receiving free spins from time to time, and playing them.
I was a verified customer at this casino. Until about a month and a half ago, I was no longer able to log in. I received a message saying my profile had been deactivated by the administrator. I immediately went to the chat to find out why this had happened, because I had also requested a withdrawal of €200.
In the chat, I was told that I was still missing bank documents.
Then I asked why they didn't just request this from me, since they didn't have to deactivate their profile right away. In the chat, they told me they'd already contacted me via email.
I then said that I had not received any emails.
I should briefly explain that I had already changed my email address months ago. I also wrote to the gamblezen team and sent them all the necessary information to change my email address. I received a response from the team saying that my email address had already been changed, but it wasn't visible in my profile, so my old email address still appears in my profile.
I explained this in the chat, and they told me I should create a different email address at gmail.com because the casino couldn't reach me at my gmx.de address.
So what is this nonsense? I get countless emails every day from other casinos that, strangely enough, can reach me.
But only Gamblezen can't reach me.
Finally, I created an email address on Gmail, as requested. I used this new email address to send countless more emails to the team with my bank documents. I received no responses.
I then went back into the chat and, of course, had to explain everything from the beginning again. They just said I'd have to wait.
I've been waiting for almost six weeks for my profile to be activated, for my €200. I really have a lot of experience with casinos and chats, but sorry, I've never experienced anything like this before. The chat isn't helpful in the slightest; they just keep saying, "Wait a minute, I'm looking at your profile," and then you always get the same response: "Please write to the casino." What's the point if you don't even get a reply? I'm so annoyed about this whole thing, but I won't let up because it's a matter of principle for me now. Everyone out there should know what they're dealing with and how the casino handles customers and their money.
Best regards
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain when, approximately have you changed the email address associated with your casino account?
- How did you learn about your account being blocked?
- When exactly have you requested a withdrawal of your winnings?
- Could you please share with me your relevant 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
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
TranslationHello, I changed my email address a good eight weeks ago. In the casino chat, I was told to send my new email address and a selfie with my passport to support. Which I did right away.
I didn't hear anything about my account being blocked; I only noticed it when I tried to log in. I requested the payout of my winnings about four weeks ago, if not longer. What's really strange is that a few days after I submitted my complaint to you, the casino contacted me with an email saying they needed a screenshot of my bank account, so I sent it for the umpteenth time. Unfortunately, I don't have any chat history.
Automatic translation:
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8 months ago
Thanks for the explanation and for the update regarding the situation.
Has the casino accepted the document you sent them, or have they provided any reply to you?
If the issue persists, send me the recent interaction with support.
Send the information to my email at tomas@casino.guru
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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8 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gamblezen Casino representative to join this conversation.
Dear Gamblezen Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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8 months ago
Dear player,
Could you please specify, how much you received by now?
Thank you.
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7 months ago
Dear chidi12,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Mirka
Casino.Guru
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6 months ago
We’ve reopened this complaint at the request of chidi12. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Gamblezen Casino,
Could you please clarify, why the player did not receive the second withdrawal of 100€?
Thank you.
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6 months ago
Hello Mirka,
We would like to inform you that we are currently verifying all the data and carefully reviewing this case.
We will provide additional information as soon as it becomes available.
Thank you for your understanding.
Best regards,
Gamblezen Casino.
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6 months ago
Dear Gamblezen Casino,
We will be waiting for your update.
Thank you for your cooperation.
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6 months ago
Hello Mirka,
We have rechecked the information regarding this case.
The player’s balance was adjusted in accordance with the maximum bonus release amount.
After the adjustment, €40 remained on the player’s account, which were used during further gameplay.
As a result, no withdrawal was received, since the remaining funds were fully lost by the player.
Best regards,
Gamblezen Casino.
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6 months ago
Dear player,
Could you please clarify, which bonus you used? Ideally with a link?
Thank you.
