The player from Sweden reported that her casino account had been closed after she requested help due to her gaming addiction and accused the casino of using unauthorized games that had led to significant losses. Despite repeated attempts to communicate with support regarding her concerns and pending withdrawals, she received no help or compensation. We reviewed the correspondence and found that the player had not submitted a direct self-exclusion request but had asked for alternative responsible gambling measures, which the casino acknowledged were unavailable at the time. The account was closed within approximately 72 hours of her request, a timeframe deemed reasonable. Based on the evidence, we concluded there were insufficient grounds to hold the casino responsible for reimbursing the lost funds, and the complaint was closed.
Gamblezen Casino - Player's lose winnings while waiting for withdrawals to be processed.
Unjustified complaint
Amount: €3,803
Gamblezen Casino
Safety Index 9.5 Very highCase summary
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.
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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
I have send it to you on email as it contains personal details and bank details
22/6
Hi.
I have gaming problem, so i really need you to help protect me from lose the money on my account until they have been withdrawal.
I have 1500euro Whos is pending and 2803,54 euro who cant be withdrawal cuse the limit is reached.
My intent is to close the account as soon as all withdrawal has been finished.
But i really need your help to protect those funds from losses. You neee to take away the oppertunity to cancel withdrawal and put an loss limit on 1 euro.
reply from chat:
-Thank you for contacting our Support Service!
Yes, these are the features we're currently talking about—withdrawal protection and loss limit are temporarily unavailable as they're being finalized and tested.
Therefore, unfortunately, they can't be used on your account at this time. We'll let you know as soon as this feature becomes available.
We apologize for any inconvenience this may cause and thank you for your understanding.
Okey, but in that fact i need you to withdrawal my total amount in one transaction.
I cant be able to make parts of withdrawal every 24 hour. Cuse i am gonna lose the money than.
And that cant be happend.
-Thank you for contacting our Support Service!
We understand that restrictions may look unfair. However, the withdrawal limits depend on a number of factors: payment method, account status, and payment system requirements. For detailed information about the withdrawal limits, please contact our Finance department team by email: kyc@gamblezen.com Your request will be reviewed as soon as possible and up-to-date information will be provided.
In addition, please note that the withdrawal of funds is carried out after full verification of the account. Today, our finance department sent you an email with a list of missing documents for verification. Please submit the missing documents and wait for their review. If you need any help, just let us know!
To kyc@gamblezen.org
Hi. As you cant protect me from loss of funds/responsible gaming. I want you to withdrawal al amount in one transaction as soon as possible.
Cuse i cant handle my gaming and Will loose all money if you dont
-Dear T****
We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us following documents and information:
- A screenshot of your personal online bank profile which contains the following information:
• Bank account number / IBAN *********** (international bank account number)
• Bank ID / BIC (bank identification code)
• Detailed address of beneficiary (postal code, street, city, country)
- A color photo of the Credit / Debit Card which you have used to recharge your account (front and back sides). For security reasons, only the first 6 and last 4 digits of the card and the expiration date must be visible. The digits the on the reverse side and the CVV / CVC must be covered.
I send the requested details.
Thank you for contacting our Support service!
I see that you have successfully passed the full verification on our website and the request is now in the queue for payment. Our finance department reviews withdrawal requests from 09:00 to 18:00 GMT+3 every day, and as soon as the funds are paid out, you will receive a notification on your email.
If you have any questions, we will be happy to help you by Live Chat or Email. support@gamblezen.com
I also have been in contact with chat support several Times this day.
The logs cant be loaded cuse it says "the site dont exsist"
But i wrote that i really need help to not lose my money, that there must be some alternativ for protection and i will close my account as soon i get my funds payout. But until this i need protection and if i lose the money before it get withdrawal, they are responsible for compensate me for the losses.
We apologize for the issues you've encountered. We put players safety at number one priority. If that happens, we will do our best to resolve this.
To resolve your issue now, we kindly ask you to send a request via email to support@gamblezen.com. The staff of the competent department will review your request and respond to you via email.
23/6
Hi again.
As you cant protect me from loss of funds/responsible gaming. I want you to withdrawal al amount in one transaction as soon as possible.
Cuse i cant handle my gaming and Will loose all money if you dont.
Later this day i send this to CGA and copy to gamblezen
Hi!
What did you suggest in this?
I have inform gamblezen (Fortuna games) that i have gaming problem and need protection.
I have ask for loss limits, protection from cancel withdrawal and more.
I have been really clear and talked to them 10 Times that i have an serious addiction and i am gonna lose the money if they dont help me and protect me. I must have protection cuse i can handle this.
The casino cant give any protection or want to.
This causes that i lost 2803 euro in 1 hours.
And have been talking to them since yesterday about the problem and they respond.
Ofcurse they will compensate me for this, as its their fault that the losses has arise as they choose to not protect. And transfer the 2803 losses back to my account.
But i recomended you to keep An eye on them, they can be really dangerous for players.
Later this day i send this to both chat and email
Dear GambleZen Complaints Department.
I am submitting this formal complaint regarding your failure to protect me as a vulnerable player despite being repeatedly informed about my severe gambling addiction and my immediate risk of losing my winnings.
After winning €4,303.54, I contacted your support on several occasions before the funds were lost. I explicitly informed you that I suffer from a serious gambling problem and that I would not be able to control my gambling if the funds remained available in my account.
In my emails I clearly stated:
"I have gaming problem, so I really need you to help protect me from losing the money on my account until they have been withdrawn."
"I need you to withdraw my total amount in one transaction. I can’t make withdrawals every 24 hours because I am going to lose the money then."
"I can’t handle my gaming and will lose all money if you don’t."
I also requested specific responsible gambling measures, including:
Removing my ability to cancel pending withdrawals;
Applying a €1 loss limit;
Protecting my remaining balance until all withdrawals had been completed;
Closing my account once all withdrawals had been paid.
Your support acknowledged that the responsible gambling tools I requested, including withdrawal protection and loss limits, were unavailable because they were still being finalized and tested. Despite having actual knowledge of my gambling disorder and the immediate risk I described, you did not implement any alternative protective measures. At the same time, you maintained a withdrawal limit of €500 per day, leaving the majority of my winnings accessible for gambling over several days.
The exact outcome that I warned you about occurred. Because my requests for protection were refused and my winnings remained available, I lost the entire remaining balance.
SUMMARY OF POLICY BREACHES – GAMBLEZEN RESPONSIBLE GAMBLING NON-COMPLIANCE
Failure to provide Cooling-Off functionality (Mandatory Requirement Breach)
The operator explicitly references that a Cooling-Off option must be available to players as part of its responsible gambling obligations.
However, despite this stated requirement, the operator does not provide any clearly defined, accessible, or functional cooling-off mechanism within its Terms, Responsible Gambling framework, or operational descriptions.
The only harm prevention tool described is self-exclusion, which is materially different in scope and function. Self-exclusion is a long-term or permanent restriction, whereas cooling-off is a mandatory short-term intervention tool intended to allow players to pause gambling activity temporarily without full account closure.
The absence of a cooling-off tool constitutes a direct failure to implement a mandatory responsible gambling safeguard, meaning the operator is not compliant with its own stated RG control framework.
Insufficient Responsible Gambling accessibility and enforcement
The operator claims that responsible gambling information and addiction support must be prominently displayed. However:
No assurance of consistent prominence across all user interfaces
No verification of multilingual accessibility enforcement
No UI compliance standard is defined
This results in partial and unverified compliance with accessibility obligations.
CONCLUSION
The operator’s Responsible Gambling framework contains multiple mandatory requirements that are either:
Not implemented (Cooling-Off functionality)
Only partially implemented (Self-Exclusion controls)
Not demonstrably operational (Behaviour tracking, staff training, marketing safeguards)
Most significantly, the absence of a Cooling-Off tool represents a direct breach of a stated mandatory requirement, creating a material gap in player protection controls.
I consider this a serious failure to meet your responsible gambling obligations. I warned you in advance, explained exactly what would happen, requested reasonable protective measures, and made it clear that my intention was to withdraw my winnings and permanently close my account.
After you informed me that withdrawal protection and loss limit were unavailable, I immediately proposed a reasonable alternative. I requested that my entire balance be paid out in a single transaction because your daily withdrawal limit of €500 left the remaining funds exposed.
I explicitly warned you:
"I need you to withdraw my total amount in one transaction. I can’t make parts of withdrawal every 24 hours because I am going to lose the money then."
Despite this clear warning, no alternative protection was provided and the daily withdrawal limit remained in place. The foreseeable consequence was that my winnings remained accessible for gambling, resulting in the exact loss that I had repeatedly warned you about.
I therefore hold GambleZen responsible for the loss of my winnings and request compensation in the amount of €2,803.54. As you already has confirm.
I send this again later this day, both email and in chat support.
I dont know why you ignore to respond the emails.
You are responsible for the losses. I give you one Chance to reach an agreement with me. But only today.
I accept that you compensate me for half of the loss. 1400 euro and process my pending withdrawal on 1500. But thats only if you do it today.
If you dont our legal case will be on 2803 euro. And the case will be escalated to ADR, gcb and post official.
Also you can immediate send me an copy of ALL chat and emails when i contact you and beg for protection.
24/6
On the morning i wrote again.
Hi. I can see that my verification has sucess. But i still not have recived my withdrawal, not either the 2800 euro that you should return to account. Why?
T*****
They respond:
Great news! Your withdrawal request for 500 EUR from Gamblezen has been successfully processed.
The funds have been transferred to your chosen payment method. Please allow some time for the funds to appear in your account.
If you have any questions or need further assistance, our dedicated support team is available 24/7.
You can reach us through the "Support" or "Help" button on our website
What about the other 2 withdrawal who is pending?
And also, tell me know exact when you will credit my account with my 2803 euro?
Thank you for contacting our Support Service!
The Financial Department reviews withdrawal requests every day from 9:00 to 18:00 GMT+3. The processing time depends on the department's workload. Don’t worry, as soon as your request is reviewed, you will be notified by email.
What is strange, as i have requested the withdrawal same time. But they only processed one.
A coupe of hours later, While waiting on the other two withdrawal (1000euro)
I was to sick, i coulnt stop my self from cancel it.
I lost the money in a halfhour.
When i lost my last euro, it dont takes many minuts before i recived a email from gamblezen.
We have closed your personal account according to your request
If you have any questions, we will be happy to help you by Live Chat or Email.
you ignored all my requests for help (15 Times) i spoke to you and ask for protection.
You knew i had a serious problem so you waited for me to loose the funds. Every email i send a beg you for protection you reply the other questions and ignore the needs of help.
You refuse me "cool off", you refused to withdrawal all funds in one transactions, you refuse to put an loss limit, you refused to close the account. You controlled the game i played so i only could lose money. (3803 euro)
But, as soon the money was lost. You finally close the account.
After this, they have not respond any emails. They ignore my data request.
If i Connect to chat they only says i need to email support and then close the chat for me.
Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots or PDFs, but the original, uncropped email messages instead. My email is jean.s@casino.guru.
Dear Elisabeteva,
Thank you for your patience throughout this complaint and for providing the additional correspondence. I appreciate the time and effort you invested in documenting the events and explaining your concerns.
After carefully reviewing the information available, I understand why you feel the casino did not do enough to protect you. However, based on the evidence provided, I am unable to conclude that the casino failed to meet the standards required for us to recommend a refund of your gambling losses.
The first reason is that, although your message of June 22 clearly stated that you were experiencing gambling problems and intended to close your account after your withdrawals had been completed, it did not constitute a direct request for self-exclusion. Instead, you primarily requested alternative responsible gambling measures, such as preventing withdrawal cancellations, applying a €1 loss limit, and paying your balance in a single transaction. While these requests reflected your concerns, a clear self-exclusion request is generally the strongest indication that a player is seeking immediate protection from gambling and wishes to stop gambling altogether.
Secondly, the casino acknowledged that the responsible gambling features you requested, including withdrawal protection and loss limits, were not available on its platform at that time. While Casino Guru encourages operators to provide comprehensive responsible gambling tools and considers them good practice, we are not able to penalize a casino solely because it does not offer specific these features.
Finally, according to the correspondence provided, the casino closed your account on June 24. Considering the timeline, we find that the account was closed within approximately 72 hours of your request, which we consider a practical and reasonable timeframe for a casino to process and implement responsible gambling measures.
I understand that this outcome is disappointing, particularly given the losses you experienced. Nevertheless, based on the available evidence, I do not have sufficient grounds to hold the casino responsible for reimbursing the funds that were subsequently lost through gameplay.
For these reasons, I am unable to pursue this complaint further, and it will now be closed.
In the meantime, you have the option to utilize our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
I sincerely wish you the very best moving forward and hope you are able to access the support and resources you need.
Best regards,
Jean
