Gamblezen Casino - Player's withdrawal is delayed.

My account was verified last week, then they requested deposit details which I provided. Asked in chat when withdrawal will be processed, answer was wait. First requested withdrawal on 27th of December. It's been delayed for over a week, think they should provide better feedback than wait.

Dear SusieQ,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Thanks so sorry to hear about your inabilty to process withdrawals. Two weeks seems a very long time as other casino are able to process on upon request. Within one day..at better casinos.

Just disregard the response. Thanks

Hello, Dear SusieQ and CasinoGuru!

We would like to clarify the details regarding the verification process for your bank account:

On December 31st, we requested documents to verify your bank account. Initially, you provided a bank statement. However, according to our procedures, a bank statement alone cannot be accepted for bank account verification. We sent you a request for a screenshot from your banking app and included examples to guide you.

In response, you sent us a screenshot that unfortunately lacked the required information. We then sent you another email with detailed examples to ensure the process was clear.

On January 3rd, in the evening, you provided the correct screenshot with the necessary details. Your account verification was completed on January 6th, the first working day after the weekend.

We always strive to process all verification requests as quickly as possible. However, due to the weekend, there was a slight delay. We appreciate your understanding and cooperation.

We would also like to inform you that your current account balance is 760.18 CAD, and there are no active withdrawal requests at the moment. To withdraw your funds, you will need to create a withdrawal request.

Additionally, your account and payment method are now fully verified, so you can make deposits and withdrawals without any further verification requirements.

Best regards,

Gamblezen Team

Yes the account is verified, however receive an error when trying to make a withdrawal as there are pending transactions that need to be cancelled and cannot be cancelled by player. Sent screen shots to kyc to have it resolved but still shows pending.

Hello, SusieQ!

Your withdrawal request for 700 CAD has been successfully processed today and should reach your account shortly, if it hasn’t already. Thank you!

Best regards,

Gamblezen Team

Thank you yes withdrawal is being processed. Resolved now.

Dear Gamblezen Casino Representative,

Thank you for getting in touch with us and helping the player solve this issue.

Dear SusieQ,

Have your winnings reached your bank account yet? Please let me know so that we can close this complaint. Thank you for your patience and cooperation.

Yes they have. Thanks again

Dear SusieQ,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru