The player from Germany had requested a withdrawal of €500 two weeks prior after winning €1,500, which was approved on July 2. Although she received confirmation that the funds had been paid out, they did not appear in her account, and repetitive responses via chat did not resolve the issue. The casino later confirmed that the payout had not reached her bank account and advised her to submit a new withdrawal request. The issue was resolved after she successfully received her payout following the new request, and she marked the complaint as resolved.
Gamblezen Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Gamblezen Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
I won €1,500 on June 25, 2025, and submitted a withdrawal request for €500 that day. On July 2, 2025, this was approved according to KYC and confirmed to me. I'm attaching the email. The funds were supposedly paid out, but they didn't appear until five days later. To this day, nothing has been visible. I also used the chat every day and kept receiving the same messages.
I also received the attached email on 2 July
Automatic translation:
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7 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.
- Have you made any successful payouts prior to the incident?
- Did you achieve your winnings with the help of a bonus?
- Could you please share with me screenshots of what it looks like when accessing your payout history in your player's profile currently?
- Have you requested a payout of the remaining 1000€? Were the payouts processed?
- Could you please share with me your communication with the casino regarding the delay in your payout? Send emails or chat transcripts to my email at [email protected], 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 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.
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7 months ago
Hello, *****!
Thank you for your message and for providing all the details regarding your withdrawal.
We have carefully reviewed your case, and unfortunately, the payout, did not successfully reach your bank account. The funds were returned to your gaming account, and your full balance of €1,500 is now available there.
To proceed, we kindly ask you to submit a new withdrawal request, either to a different IBAN or by choosing an alternative payment method available in your account.
This will allow us to process your withdrawal smoothly.
Thank you for your understanding, and we apologize for the inconvenience caused.
Best regards,
Gamblezen Casino
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6 months ago
Dear snubbi1980,
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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6 months ago
Translation
Hello Guru, I received my first payout last Thursday. I've requested another payout. Now I'm waiting. Thank you for your help.
MFG ****
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Thank you very much for the update from both parties. We will keep this complaint open until you confirm your remaining withdrawal has been successful. Please keep me informed about any further developments.
After the casino processes your withdrawals successfully, you have the option to mark the complaint as resolved via a dedicated button found in the complaint thread.
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6 months ago
Translation
Thank you very much for your help; perhaps this all overlapped. The casino has now paid all outstanding amounts on time and without any problems.
Automatic translation:
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear snubbi1980,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
