Gamblezen Casino - Player’s winnings haven’t been received yet.

Hello,

I would like to make a formal complaint about the withdrawal situation that occurred yesterday.

Yesterday I won around €700 from free spins offered by your casino. When my balance was around €700, I specifically asked your customer service representative if I could withdraw the amount without any problems. Your customer service representative replied that I could withdraw the entire amount.

At this point, the winnings had already been wagered in full and the amount appeared as a normal available balance in my casino account.

After this, I decided to withdraw €500. I made a withdrawal request for €500, relying on the information I had just received from your customer service. However, the withdrawal request was later cancelled and now I am being told that I can only withdraw €100.

I find this completely unreasonable and contrary to what your customer service explicitly told me before I made the withdrawal request. I would not have made the €500 withdrawal if I had been informed in advance that there was a restriction on the withdrawal.

I ask you for a clear written explanation:

● Why was my €500 withdrawal request cancelled?

● What rule or condition of your casino is it based on that I can only withdraw €100?

● Why did your customer service representative confirm that I could withdraw the entire amount of approximately €700 if this was not actually the case?

● Why are winnings that have already been fully wagered and are available in my casino account subject to subsequent restrictions?

I would also like to ask you to review the customer service conversation and my withdrawal history. I have followed the instructions I received, so I do not find it acceptable that I am first given permission to withdraw the money and then the withdrawal request is cancelled and the amount that can be withdrawn is limited to 100 euros.

I expect a clear justification for the decision, as well as that the matter will be corrected and that my withdrawal request of at least €500 will be approved.

Important notice:

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Dear Vladeboi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Thanks for the reply, but I think you haven't understood the real problem of my complaint.

It's not that my €500 withdrawal request is still being processed or that I'm waiting for the money to arrive in my account. Your casino has cancelled my €500 withdrawal request and has since removed €400 from my account.

I had around €700 in winnings on my account, which had already been fully wagered and were showing as available balance. Before making a withdrawal, I specifically asked your casino customer service representative if I could withdraw the entire amount of around €700. I was told that I could.

Based on this information, I made a withdrawal request for €500. However, the casino canceled this withdrawal, and after this, I only have €100 in my account that I can withdraw.

So the problem is not the delay in processing the withdrawal, the KYC check, or the fact that I haven't received my money in my bank account yet. The problem is that my €500 withdrawal was cancelled and then €400 was removed from my casino account balance.

I ask you to investigate this incident specifically:

Why was my €500 withdrawal request cancelled?

On what grounds was €400 removed from my casino account balance?

What casino rule or bonus condition is this based on?

Why did your customer service representative confirm to me before the withdrawal that I could withdraw the full amount if there is actually a limit on the amount I can withdraw?

What does €400 currently belong to and on what basis does the casino keep that amount for itself?

I also ask that you check the customer service conversation where I asked about the withdrawal and received confirmation that the full amount can be withdrawn.

Please stop responding to this with general information about withdrawal processing times. I specifically ask for an explanation as to why €400 was removed from my account when I cancelled a €500 withdrawal request.

If €400 has been removed in error, I request that the amount be returned to my casino account and that I be allowed to withdraw it.

Dear Vladeboi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Nothing new has happened and the casino is washing its hands of this,

I'm sorry to hear of your negative experience. Please allow me to ask a few questions to better understand the situation.

• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Which bonus did you use? Please provide a screenshot or the link to the bonus.
• If possible, could you please share your bonus history in Gamblezen Casino?
• Do you know of any maximum cashout limit for winnings from playing bonus free spins?
• Please share screenshots of relevant communication with the casino regarding why the withdrawal was canceled and €400 was confiscated.

Thank you in advance for your reply.