The player from Germany faced issues withdrawing funds from the casino, as they insisted on using his Sparkasse bank account, which did not accept casino payments. He wished to withdraw using the Jeton method he had originally deposited with and had repeatedly communicated this to the casino without receiving a response. The Complaints Team engaged with the player and the casino, ultimately clarifying that the casino could only process withdrawals to a traditional German bank account, which led to ongoing discussions about the player's banking situation. The player successfully withdrew a portion of his winnings but expressed concerns about potential account closures due to casino transactions. After several back-and-forth communications, ultimately, all suggest the player successfully received all their winnings. The Complaints Team did not receive any confirmation from the player; therefore, the complaint had to be closed as rejected because of the player's lack of response.
Gamblezen Casino - Player's withdrawal is delayed due to payment method constraints.
Player stopped responding
Amount: €2,300
Gamblezen Casino
Safety Index:Very highCase summary
They're trying to force me to withdraw to my Sparkasse bank account. This bank doesn't accept payments from casinos. I want to use the same withdrawal method I used to deposit (Jeton).
I have told the casino this exact thing several times and never received a response.
Dear lolzgamer12099,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
- Have you previously deposited using your bank account to this casino?
- Have you previously withdrawn using Jeton from this casino?
- Could you please share with me your communication with the casino so we may better understand the casino's reasoning? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Hello Tomas,
No, I haven't been informed. My account is fully verified.
I've never deposited with my bank account; as I said, that's not allowed. Yes, I've withdrawn with Jeton many times. Many withdrawal methods are also displayed, and I'm willing to use almost all of them. My bank account is out of the question. The attached email is all Gamblezen keeps sending me. They never tailor their responses to my questions.
Dear lolzgamer12099,
- Could you please forward your communication with the casino on the topic? Send the information to my email at [email protected]
- Have you attempted to explain the situation via email and via live chat to support staff?
- Have you provided your bank statement to the casino during the verification of your account?
I apologize for the inconvenience. Thanks in advance for your cooperation.
Hello Tomas,
So, I've informed Gamblezen several times that withdrawals to my bank account aren't possible. They haven't responded at all, and they're not addressing this the next time I cancel my withdrawals.
I was asked to upload my bank statement to verify my address. I did so because there were no other options. I also had to take pictures of my bank card.
Thank you very much, lolzgamer12099, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello lolzgamer12099,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light in this matter.
We would like to invite Gamblezen Casino to join the conversation.
Dear Gamblezen Casino,
I would like to request clarification regarding your insistence on a bank transfer for the player's withdrawal, especially since the player has indicated that their bank does not accept payments from casinos. The player has also suggested alternative payment methods that could be utilized. Could you please explain why these options have not been taken into account? If there is any information that cannot be shared publicly, please send it to me at [email protected]
Hello, lolzgamer12099 and Michal,
Thank you for reaching out. We have received this complaint and are currently investigating the case. Our team is reviewing the situation to understand all the details, and we will provide an update as soon as possible.
Best regards,
Gamblezen Casino
Dear Gamblezen Casino,
Thank you for your response. I recognize that compiling and reviewing all the necessary information may require some time. I look forward to your clarification.
Hello, Michal! We have sent you the details regarding this case via e-mail. Thank you.
Best regards,
Gamblezen Casino
Thank you for your email, Gamblezen Casino. I have responded back with some additional questions.
Dear lolzgamer12099,
While I understand that it might be surprising that the casino suddenly doesn't seem to support the previous payment method for withdrawals, but there could be valid reasons for that, like, for example, the licensing authority restrictions, geolocation, contracts with the payment providers, etc.
The casino has offered you a standard withdrawal option, which is widely used. I understand that some banks can have issues with accepting payments from casinos, but there are still a lot of banks that are able to process such payments. Do you have an official confirmation from Sparkasse that they will not process any payment you receive from casinos? I was moderating quite a few cases from German players, and they did receive their winnings normally from other casinos. They did have their bank account with Sparkasse as well. This is a popular bank in Germany; many people have accounts there, and as far as I know, no one has provided us so far with an official communication from this bank that they will not accept transactions (winnings) from casinos. Additionally, do you happen to have an account in another bank?
Dear Michael,
I used my savings bank to play at online casinos in the past. An employee then called me and told me they didn't allow it and if it happened again, my account would be closed. I didn't receive any written notification.
I have another bank account where it might work. However, Gamblezen requires me to use my Sparkasse account, probably because I submitted my Sparkasse account statements and my debit card.
I've already tried to request a withdrawal with it, but the system requires me to make a deposit via bank transfer before I can withdraw. Can the casino really force me to deposit again to withdraw my winnings?
to pay out?
Dear lolzgamer12099,
As I previously noted, I have been overseeing several cases involving German players, and they have successfully received their winnings from other casinos into their Sparkasse accounts. Since you have shared your bank statement and card details from your Sparkasse account with the casino team, it is understandable that they would choose to send your winnings using this payment method. As you pointed out, you have not yet made a deposit through this method at Gamblezen Casino; therefore, a verification deposit is required. This is a standard practice in the industry. Once that is completed, the casino should be able to process your withdrawal through this method promptly.
Dear Michael,
Did you really have customers at my savings bank? There are 350 different savings banks in Germany, and each one could handle this differently. My savings bank has clearly communicated to me that this isn't possible. It is out of the question and impossible to process the withdrawal through my savings bank.
If necessary, I can of course submit the same documents to my other bank. Unfortunately, I can't handle this myself with Gamblezen, as they never respond or address my inquiries, but simply send me a copy-paste of the same response. I'm also willing to use any other withdrawal method offered by the casino. By the way, the casino still offers Jeton.
Dear lolzgamer12099,
If we are talking about this bank (https://www.sparkasse.de/), then yes. I, of course, don't recall all banks. Many German players have successfully received their winnings from other casinos into their Sparkasse accounts.
What is your bank? Do you have an official written confirmation from them that they will not accept or process payments (winnings) from casinos? If so, forward it to me at [email protected]
Dear Michael,
Savings banks are not private banks; they're essentially a merger of many banks to reduce costs and risks (e.g., software). There's a different savings bank in virtually every larger village. If I go to a village, the savings bank there isn't responsible for me; each savings bank has its own rules. So, it's quite possible that other savings banks will allow this, but mine definitely won't.
No, as I said, the bank informed me of this by phone, not in writing.
What is the problem with using a different payment method, especially since I never used this bank to deposit money into the casino, but only as proof of address upon request from the casino.
Dear lolzgamer12099,
Well, I would need to have an official written confirmation from your bank that they cannot process winnings from the casino to be able to somehow negotiate with Gamblezen.
In the meantime, I have received some information from the casino team that your account has been flagged by their security team for some suspicious activity that was also detected in other accounts within their platform. They have expressed a certain suspicion related to a potential violation of the anti-money laundering regulations; that's why, instead of fully withholding your winnings, they decide to process your winnings only via bank transfer, which I can understand considering the circumstances.
If you want to receive your winnings, this must be received into a bank account that is held solely in your name in a reputable bank. This process is an acceptable option to safeguard your ability to receive your winnings and, at the same time, safeguard the AML regulations.
To be honest, your kind of reluctance to utilise the bank transfer option is beginning to raise some concerns for me as well. Rather than collaborating as anticipated, it seems you are focusing on identifying potential problems.
Please confirm in which "normal" banks you have an account held in your name, to which the casino can disburse the winnings.
Dear Michael,
Well, that's a disgrace. This has absolutely nothing to do with money laundering. It's long been known in the German casino community that local banks shouldn't be used for gambling! Numerous Germans have had their private savings bank accounts closed because of this, and I've even been threatened with the same thing! Just because you know of examples where accounts weren't closed doesn't mean it's common practice! Accusing people of money laundering is ridiculous!
I still have an account with Jetonbank, which is entirely in my name. I can send the casino my account statements.
Dear lolzgamer12099,
While you certainly have the right to have your opinion on the situation, because of the reasons outlined previously, I understand the casino's approach in this situation and its option to issue your winnings exclusively through bank transfer.
Could you please clarify if Jetonbank operates as a conventional bank or as an online banking service?
Dear Michael,
Jetonbank is an official bank operating in Europe, thus complying with anti-money laundering laws and requiring full KYC.
A payout from my savings bank is not possible for the reasons stated.
Hello, lolzgamer12099 and Michal!
As part of our commitment to complying with AML regulations and to ensure secure and compliant transactions, we can only process withdrawals to a normal, traditional, and established German bank account.
Unfortunately, for certain regulatory reasons, transfers cannot be made to other payment methods, including JetonBank, as it is not a bank, but an e-wallet service.
We kindly ask for your cooperation in using a traditional bank account for this payout.
Best regards,
Gamblezen Casino
Hello Gamblezen,
You are wrong, Jetonbank is a normal bank with IBAN & Co. You are confusing Jetonbank with Jeton eWallet, which is an eWallet.
You know very well that German banks close accounts for large transactions with casinos. In my opinion, this is simply a tactic to avoid paying me. What should I do now? I use a payment method that is widely known to be unavailable to German players. And I have no way to withdraw my money? This is such a fraudulent tactic!
I'm willing to use any alternative that doesn't result in account closures for German players. I can provide you with my Jetonbank bank statement.
We would like to clarify that despite the presence of an IBAN with JetonBank, it is registered in the Commonwealth of Dominica and is not a traditional German bank regulated under German banking regulations.
We can process the withdrawal only to a traditional German bank account with an IBAN starting with "DE."
Best regards,
Gamblezen Casino
Jetonbank is licensed in Cyprus and therefore in the EU. Of course, you only want to withdraw to a German bank. Because you know full well that they won't allow it and will close your accounts. It's simply a scam. This is precisely why German players use eWallets or European banks, because German banks close their accounts!
Dear lolzgamer12099,
If we are talking about this Jetonbank https://www.jetonbank.com/ then your response is not correct. As can be clearly seen:
Jeton Bank Limited, an international bank existing under the Commonwealth of Dominica, and having its registered Head Office, at 1st Floor, 43 Great George Street, Roseau, Commonwealth of Dominica,
Thus, it is NOT registered in the EU and most importantly, not in Germany.
As previously mentioned, given the current circumstances, I fully acknowledge the casino’s position regarding the disbursement of your winnings. To comply with regulatory requirements, the casino has determined that the only available payment method at this time is via bank transfer to a German bank account held in your name. While I understand this may not align with your preferred method, the casino is acting within its rights to proceed accordingly to ensure both the secure delivery of your funds and adherence to anti-money laundering (AML) regulations.
I can only recommend that you cooperate with the casino team on this matter.
Of course, the Jetonbank is permitted in Germany.
So you seriously think it's fair that gambling makes withdrawals impossible for an entire group of customers (Germans)? The casino is certainly aware that German banks close accounts for such transactions and is shamelessly exploiting this.
And you just let them do that to you, CasinoGuru?
Dear lolzgamer12099,
I'm starting to get the impression that you're either not paying enough attention to what I and the casino team are writing, or you're intentionally overlooking the important information.
I will make another attempt to summarize this for you, and I hope you will take the time to read my response carefully so that you can grasp the entire situation rather than just focusing on your own perspective.
The casino's security team has shared information with us that your account has been flagged by them for some suspicious activity that was also detected in other accounts within their platform. They have expressed a certain suspicion related to a potential violation of the anti-money laundering (AML) regulations. However, to balance compliance with fairness, they've chosen to process your winnings via bank transfer to a German bank account held in your name rather than withholding them entirely. This measure is taken to align with regulatory requirements while still facilitating your payout.
Your response: "So you seriously think it's fair that gambling makes withdrawals impossible for an entire group of customers (Germans)?" is wrong.
As I have previously mentioned, I have been overseeing multiple cases involving German players, and they have successfully received their winnings from other casinos into their Sparkasse accounts or other accounts held in various German banks. A bank transfer is a popular payment method in various countries around the world, including Germany. To put it in a simpler way, the casino is not withholding the winnings from you and is ready to disburse them to you; it only has to be via a bank transfer to a German bank account held in your name.
As the casino has mentioned in its terms and conditions, which you agreed to when creating your account.
9.2.2. Where this is not possible due to any reasons outside our control, Gamblezen Casino has the right to choose a withdrawal method in its sole discretion or You shall be requested to provide an alternative payment method alongside with sufficient proof that the payment method is registered in Your name and/or lawfully belongs to You. It shall be within the Gamblezen Casino's sole discretion to determine whether proof provided by the Player is sufficient or not.
9.2.3. Gamblezen Casino may, in its sole discretion and in accordance to the licensing compliance rules and an internal risk assessment, require a first payment of winnings for the Player being released as the bank transfer wire with a purpose of completing the account verification checks.
9.2.4. You acknowledge that You are fully responsible for providing Gamblezen Casino with accurate payment details upon requesting a withdrawal or a refund from Your casino account.
9.3. Gamblezen Casino, at its own sole discretion, may choose a Payment service provider to perform certain procedures concerning deposits, withholding and managing funds and/or to facilitate the withdrawal process from accounts.
While I can imagine that these circumstances may not be ideal from your perspective, the casino team is simply adhering to standard protocols—protocols that, I’m sure you’ll agree, exist for good reason.
At this stage, your cooperation with their process is the only way forward if you wish to access your winnings. You’re, of course, free to choose whether or not to engage—though I should clarify that any further non-compliance will leave me no alternative but to regrettably close your complaint as "rejected."
The path is clear; the decision is yours. Should you opt to proceed, kindly submit the required documentation to the casino team at your earliest convenience. Otherwise, we’ll be forced to close this case, as I don't think any further conversation with you will yield any significant benefit to this matter.
Please let me know how you would like to proceed.
Dear Michael,
I still don't feel like you fully understand the situation. I can't withdraw my balance to my Sparkasse because my account is being closed. Just because you've already experienced successful withdrawals from Sparkasse accounts where the accounts were supposedly not closed doesn't mean that this is the norm and such withdrawals are possible without problems. Perhaps these were people's first withdrawals and they hadn't received a warning yet, or the amounts were much smaller, so the German bank didn't notice. In any case, it is well known in German casinos that large payments to German banks lead to account closures, and German players are advised to use European payment methods.
So, in summary, I'm now forced to either forgo payment of my fairly earned winnings or accept the closure of my bank account, which I've had for over 20 years. And you're telling me it's fair to leave me no other option?
Dear lolzgamer12099,
Your latest response once again suggests that you may not be paying enough attention to the details I and the casino team have provided—or that you are deliberately disregarding key points.
To clarify, at no point have we stated that you must withdraw your winnings only to a Sparkasse account. Rather, we have explained that, given the circumstances I’ve outlined multiple times, the casino is willing to process your winnings via bank transfer to a German bank account held in your name. Any German bank account held in your name. It was you who provided a bank statement from your Sparkasse account to them; thus, naturally, the casino team suggested this option. If you believe that receiving the funds into your Sparkasse account would result in its closure, please provide official written confirmation from your bank supporting this claim. Otherwise, it is only your own assumption rather than a fact.
Additionally, I have handled numerous cases involving German players who have successfully received withdrawals from other casinos into their Sparkasse accounts—or accounts with other German banks—without issue. The casino team has also confirmed processing bank transfers for many of their German customers under similar conditions.
Rather than working constructively with the casino to resolve this matter, your approach appears focused on seeking out potential obstacles rather than solutions.
To reiterate, the casino is not withholding your winnings and is prepared to release them—provided the transfer is made to a German bank account in your name. The casino's actions are in line with their terms and conditions, which you have agreed to when you registered your Gamblezen account, whether you like it or not. Your cooperation is now the only way forward if you wish to access your funds.
The choice is yours: you may either provide the necessary details to proceed or decline to engage further. However, please be aware that continued non-compliance will leave me no choice but to close your complaint as "rejected."
The next steps are clear. If you wish to proceed, please submit the required documentation to the casino team promptly. Otherwise, we will have no option but to close this case, as further discussion with you is unlikely to yield progress.
You could have said that sooner. I'm going to open a new German bank account to pay out my winnings there. Even though I find it appalling that you approve of such a move, I'm fine with closing a new bank account. I simply want to keep my Sparkasse account.
Dear lolzgamer12099,
Had you taken the time to read more attentively the communications from the casino team and myself, you would have been aware of this information already.
As the casino team wrote:
We can process the withdrawal only to a traditional German bank account with an IBAN starting with "DE."
It is always beneficial to take the time to understand the information thoroughly, rather than reacting emotionally.
Dear lolzgamer12099,
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.
Quick update: I already deposited with my bank account, but I haven't received the money from the casino, even though it was debited. I'm now waiting for the casino to credit my deposit and will then submit a withdrawal request.
Dear lolzgamer12099,
Has there been any (hopefully positive) development?
Dear lolzgamer12099,
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.
Dear Michael,
Quick update: I've withdrawn the money into my Sparkasse account. I've also received the money and can use it freely. However, my bank advisor called me after the third withdrawal (like two years ago) and told me that if another withdrawal is made from a casino to my Sparkasse account, my account will be closed, as German banks don't allow this. Therefore, I won't be able to withdraw the remaining €800. I still think it's a disgrace that the casino is allowed to choose a payment method that leads to account closures! Then they should be so professional and not accept German customers from the start! This certainly doesn't deserve such a high security rating.
Dear lolzgamer12099,
Just to confirm if I understand correctly, you requested withdrawals to your Sparkasse account, which you have previously consistently refused to make? From your previous responses, it seemed that you provided the casino team with another account that you have with a different bank. Can you please confirm this?
Additionally, to confirm the authenticity of your statement, please request a written confirmation from your bank that any further payment of your winnings from the casino will result in the closure of your account. As the previous 3 withdrawals of 500 euros each, totalling 1500 euros, were processed without any issue on the casino's or your bank's side, and the casino team has not received any notification from their payment provider about any potential issues with your bank with additional payments, it is very improbable that the remaining payment will not be processed the same way.
In regard to your remark: "I still think it's a disgrace that the casino is allowed to choose a payment method that leads to account closures! Then they should be so professional and not accept German customers from the start! This certainly doesn't deserve such a high security rating."
While you certainly are entitled to your own opinion, please refer to my previous posts and read them more carefully, as this has already been clarified. I don't consider it productive to repeat myself.
Kindly let me know how you want to proceed, as there are only two options.
Dear Michael,
Correct, I only have my banks, Sparkasse and Jetonbank. It didn't make sense to set up a new German bank because I read that all German banks do it this way. To clarify: The bank never said they would no longer accept payments. They simply said that German banks don't allow this and that they would therefore close my account upon the next withdrawal. They would probably accept the next payment anyway. I'll try to get a written explanation. Can this force the casino to allow a normal withdrawal method?
I don't think this issue has been clarified in previous posts. You simply believe that withdrawals to German bank accounts aren't a problem. Which is simply factually incorrect. It's not for nothing that the entire German casino scene uses eWallets.
Dear lolzgamer12099,
Thank you for the clarification. You do understand that this case could have been sorted a long time ago, and you would have received your money a long time ago if you weren't so unnecessarily hesitant, right?
As I have mentioned previously, some banks can indeed have issues with accepting payments from casinos or refuse them, but there are still a lot of banks that are able to process such payments. At the end of the day, you did receive the €1500 already, am I right? I can agree with you that numerous casinos, not just those in Germany or catering to German players, tend to favor eWallets or cryptocurrency wallets due to fewer restrictions; however, bank transfers remain quite common and, in certain situations like this, essential.
While my main goal is to assist you and not argue with you, I believe I have clearly explained the circumstances that led the casino team to handle your case the way they have. I once again strongly encourage you to refer to my and the casino team's previous posts and read them more carefully, as I don't consider it productive to repeat myself.
Furthermore, to substantiate your claim, please obtain a written confirmation from your bank indicating that any additional payment of your winnings from the casino would lead to the closure of your account, which may facilitate negotiations with Gamblezen. Nonetheless, I am confident that the final payments will be processed smoothly, allowing us to conclude this matter satisfactorily.
Dear lolzgamer12099,
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.
Dear lolzgamer12099,
While it appears that the matter has been clarified, and you have received the withdrawals, we have not received any further confirmation from you regarding this or if you require additional support. Regrettably, we must proceed with rejecting this complaint. I would like to thank the casino team for their cooperation.
Please feel free to reach out to us if you encounter any problems with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
