Gamblezen Casino - Player's lose winnings while waiting for withdrawals to be processed.

22/6 

I had 4303 euro on my account, the casino have limits and you can only request 500euro withdrawal, only 3 withrawal/period. 

I have serious problem, cant handle my gaming and was terrified for loosing the fundswhen i contacted both email and chat support. 

The chat support could not help me and the email support told me they dont offer protection like loss limit or block the  oppertunity to cancel withdrawal. Cuse the future is unvalible at the moment. 

I clearly informed they that i really need help to protect and ask for other solutions. 

The casino didnt want to help me, they ignore my requests and just reply on other questions. The chat support told me if i lost this money as they refuse me protection and that the casino will take responsible and credit the money on my account again. I send a copy on the chat to my email, but then this email cant be opend cuse the domain is Missing. 

23/6 the kyc team has email me and accept my verification. I reply to them to that i really need help with protection, that i am sick and are gonna lose all money of i cant get help with protection and that i will close my account as soon as the funds is payout.

They also ignore this. 

Erlier this day, i was start to playing again. First i loss 300 euro, and then i lost 2503 euro. 

I contact then again, both the email support, kyc team and chat support. 

Told them i have lost this money as they refuse me protection and that the casino needs to pay the compensation i was gonna get and also hurry the 1500 euro withdrawal who is pending. 

No response. The chat only says send an email. 

I also asked them if its fortuna games n.v or altacore  who is owned this site. But the support didnt know and told me to email that question to. 

24/6 i send more emails and chats and ask for protection and help. That if i lost the funds it will create big damages. They dont respond. 

Later 24/6 i first cancel 500 euro withdrawal, played and hope to win back the lost 2503 euro. 

But i lost it all. On a Playson game, no winning only losses. I cancel the other Withdrawal and play the same game. Lost it all again, no winnings. 

as soon i have lost all my money, the casino send me an email that they have now closed my account as requested. 

I also notify, that after i contact them about my addiction 22/6, i played a game from Playson. 

I did only get losses, losses for 4203 euro. 

But when i start to really check this game, i noticed that the game dont look like the valid game from Playson.  

I look exakt the way that Playson has told a warning about. 

This is Playsons speak: 

Playson has stated that the company has not provided games on several of the websites. Playson has further stated that it has no direct, indirect, contractual, commercial or technical relationship with any of the companies operating the websites in question. 

Playson has stated that the games on these platforms are unauthorized copies and do not belong to Playson's infrastructure. The games are provided by operators who use outdated logos, altered user interfaces (e.g. non-standard spin buttons and misplaced bet fields). Playson has not approved the distribution and has no connection to these websites

The describtion from Playson about the games who is a copy, is exact as the game on gamblezen. 

Old logotype who is outdated, no game information, no game version, the bet Fields and Burton has been moved, you cant replay and look at the round again, the logotype is removed when the game has loaded and started. 

You cant find the provider or providers name in the game, the URL or DNS logs. 

The DNS-logs only shows that the game is open in dozen spins and from hostjamres.com 

So its not only that they refuse protection, they also used games thats not valid and the outcome can could be controlled by them. 

Make me lose the money was an planned act from them.

i have tried to reach the casino, they dont reply and i have not recived the compensation.

i also ask chat support several Times if they are owned by Fortuna gaming or altacore. They dont know and close the chat every time i ask.

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Stay safe.

Dear Elisabeteva,

Thank you for submitting your complaint.

From what you have described, there are several separate issues involved. While we understand your concerns, I would like to clarify that Casino Guru is not able to investigate or mediate disputes regarding a game's RTP, fairness, or whether a game is an authentic version provided by the game developer. These matters fall outside our area of expertise and would need to be addressed with the relevant game provider or licensing authority.

Likewise, we are unable to hold a casino responsible for not offering specific responsible gambling features, such as loss limits or preventing players from cancelling pending withdrawals. While we encourage casinos to provide robust responsible gambling tools, the absence of these particular features alone is not something we can penalize them for.

To better understand whether we can assist further, could you please provide the following information:

• Please provide all correspondence between you and the casino relating to your requests for protection, account closure, or self-exclusion, including emails and live chat transcripts if available.

Once we receive this information, we will review it and determine whether there is an issue within our scope that we can mediate.

Best regards,

Jean