Gamblezen Casino - Player’s withdrawal has been delayed due to verification issues.

I did 3 withdrawal transaction on the 19/02/2026... none have been disputed, the problem is that they need proof 1 of my visa cards which was stolen that I used to deposit with last year and subsequently then replaced but i only replaced the card not the account. Now i gave them a copy of my bank statement with the last 4 letters showing in the transactions and on that statement is also my name and address but apparently thats not good enough...i didnt take a photo of this visa card for some reason but i only had it for a short time. I have gone into my branch and they cannot give me a document of what they seek... which is

The first 6 digits and the last 4 digits of the card

The expiry date

My name

I have that information of course and i just dont have it as a official document. On all of the National Australia Bank sites like internet banking and the mobile app it does not give me that document other than a bank statement which does not have the expiry date and the first 6 numbers..

I have been trying with my bank and emailing gamblezen in regards to not being able to get what they need and they just do not respond and i am at a loss of what to do next. I asked them a few times to give me the date i made the transaction exactly that way i can give them that detail from the bank of the transaction that i did and no reply on more than a few occasions. The problem is the card doesnt exsist anymore so I cant get what they specifically ask for .. the bank statement should be enough....if i can get the date then i can send the a copy of the transaction

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you no longer have access to the credit card you have used for depositing into your casino account?
• Did you pass the KYC verification in this casino?

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,

Attila

Hi Attila

That's correct I had that card replaced as it was stolen and the last transaction on that card was 18/12/2025. So I am unable to attain what they are asking of me except the statements.

They accepted all of the other documents for verification ..my id, the other cards used on that account etc ... but said until I produce a legal document containing the first 6 and last 4 digits, expiry date and name then they won't pay.

Thank you for your time

[Redacted]

Hi a quick update .. I finally recieved some documentation from the NAB bank via email and sent the documents straight to gamblezens kyc email and all i got back was the same letter telling me i need documents blah blah.... but i gave then EXACTLY what they requested ... i sent it 3 times and each time the same reply ....

Dear Player, thank you very much for the update. Could you please forward the document you have submitted to the casino along with the casino's response directly to my email?

You can reach me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear Nichola,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nichola,

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,

Attila