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

i made a withdrawal of 500 euro. it was ok. next day casino send me email regarding that i need verify my account again (it was verified before) because i never make any deposits before my account is not verified. so i uploaded my bank statement regarding my name and adress for aprooval. they rejected my documents, i send another docuemnt from tax office with my name and adress. they rejected again. seems like caisino dont want to withdraw my winnings, because all documents i uploaded was good in requirements.

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.

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.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Did the casino give reasons for rejecting your documents, or provide guidance on which documents are required?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello,

We have requested clarification from our KYC department.

To complete verification, the player needs to upload a screenshot from his Neteller account, showing:

Email address,

Residential address,

Personal data page of the account holder.

The player uploaded a screenshot from Skrill, but has not provided the Neteller one yet.

The withdrawal will be processed immediately after we receive the correct document.

Best regards,

Gamblezen Casino.

Dear elenute1,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru