The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
Gamblezen Casino - Player’s withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
5d 20h 52m 10s
Gamblezen Casino
Safety Index 9.5 Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
GambleZen – Problems with payouts and communication with the Financial Department
Good day,
After several unsuccessful attempts to verify my identity, the verification finally worked after lengthy communication and several attempts.
However, another significant problem has arisen: I'm not receiving any concrete feedback from the Financial Department. Support repeatedly tells me that the Financial Department has supposedly replied to my emails. However, I haven't received any such replies.
I subsequently requested a withdrawal of €1,500, as GambleZen's withdrawal limits apparently prevented a higher amount. While waiting for processing and inquiring several times about the status, I was later informed that my card was still required for the withdrawal.
I have now submitted all of these documents. Since then, I have again received no concrete feedback and my payment remains unprocessed.
I would like to explicitly state that I am prepared to carry out all necessary checks and steps. However, what is unacceptable to me is the lack of communication and transparency regarding the actual status of the matter.
If each €1,500 withdrawal takes several days or even a week, the payout of my balance would be disproportionately long. For a larger balance, this is not an acceptable solution for me.
Therefore, I expect the following from GambleZen:
a concrete statement about the current status of my payout,
an explanation as to why the payment has not yet been processed,
a direct contact option to the Financial Department,
a binding and realistic payment plan for the payout of my remaining balance,
as well as clear information about when the next payment will be processed and paid out.
I am generally willing to agree on a reasonable solution and a payment plan together. However, for this I need a direct contact person and reliable communication.
The current situation – repeated inquiries to support, contradictory statements about email replies from the Financial Department and still no concrete solution – is unacceptable to me.
I therefore request a timely and binding statement.
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear peny2971,
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
Public
Public
3 weeks ago
TranslationThe problem is that this casino makes no attempt whatsoever to establish communication.
Automatic translation:
Public
Public
1 week ago
Dear peny2971,
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.
Public
Public
yesterday
Dear peny2971,
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.
