Gamblezen Casino - Player's withdrawal is delayed due to KYC issues.

Hello Complaint Team, I am filing a complaint regarding my pending withdrawal of 500 € at Gamblezen Casino, requested on August 27, 2026. Key details: - Played with Real Money only (160 € Feature Buy), NO active bonus. - I have submitted all requested KYC verification documents for my 3 payment methods. - Automated system emails from the casino regarding KYC do not reach me due to email delivery issues. Live chat support refuses to verify my account manually or provide status updates, even switching languages to avoid answering. The payment is being unreasonably delayed with stalled KYC procedures. I kindly ask for your assistance to get my account verified and my 500 € released.

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.

Dear skyrexzz,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Could you please clarify whether you uploaded the documents through your casino account or if you sent them to the casino via email?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your reply. Here are the specific details regarding my documents:

1. Documents submitted:

  - ID / Passport (both sides)

  - Photo of my physical bank card (with sensitive digits hidden for security)

  - Revolut/other bank account statements

  - Screenshot of my virtual digital credit card (which is standard practice and was fully accepted by other licensed casinos like Stake7)

2. Submission method:

  - ID was uploaded directly via the Casino Portal.

  - All other payment method verification documents were sent directly via email to kyc@gamblezen.com.

Despite submitting all requested proof, the casino has stalled the process and their automated system emails do not reach me. Live chat support has been non-responsive and unhelpful regarding a manual check.

Best regards,

skyrexzz