Gamblezen Casino - Player's withdrawal request and account verification are delayed.

I am filing a complaint regarding GambleZen's handling of my account verification, withdrawals, and account history.

I joined GambleZen on May 29, 2026. Seeing your logo advertised on their site and your very high safety rating gave me a sense of security.

Immediately after opening my account, I completed the Sumsub identity verification process and was successfully verified. I subsequently deposited more than CAD $4,000 into my account.

To ensure there would be no issues with future withdrawals, I also voluntarily provided GambleZen with a complete bank statement showing all deposits made to the casino. I emailed support requesting confirmation that all KYC requirements had been satisfied and that my account was fully verified. My emails went unanswered.

When I contacted live chat, I was told not to worry and was informed that my account continued to show "pending" only because I had not yet completed a withdrawal. The representative stated that once I made a withdrawal, my status would show as verified.

On May 31, 2026, I won approximately CAD $1,420.50 playing Hand of Anubis and approximately CAD $1,200 playing Gates of Olympus Scatter. Neither shows in the gaming history of May 31st, which it should. A screenshot of the Hand of Anubis win provided. Following these wins, I submitted two withdrawal requests of CAD $750 each.

Only one withdrawal appears in my account history.

When I contacted live chat regarding the missing withdrawal, I was told that I had cancelled it. This is incorrect. While I had cancelled other withdrawals earlier, the two CAD $750 withdrawals submitted after these wins were not cancelled.

I then reviewed my gaming history and discovered that my game history appears to stop at approximately 13:37:20 UTC on May 31, 2026. None of my activity from the following several hours appears to be displayed, including the Hand of Anubis win of approximately CAD $1,420.50 or the Gates of Olympus Scatter where I won an additiona 1200$+/-

I have screenshots showing that the displayed history ends at that timestamp and does not include the remainder of my gaming activity for that day.

My concerns are as follows:

• My account remains in a pending verification status despite completing verification and providing additional documentation.

• My emails requesting confirmation of verification have not been answered.

• One of my CAD $750 withdrawals appears to be missing.

• My game history appears incomplete and does not show several hours of activity, including significant wins. The two most recent large wins on Hands of Anubis and Gates of Olympus Scatter dont appear in the history.

I am requesting that GambleZen provide:

• A complete game history for May 31, 2026.

• A complete transaction history.

• Confirmation of all withdrawal requests submitted, cancelled, or processed.

• Confirmation of my verification status.

• Immediate payment of all funds properly owed to me.

I am not asking for any bonus-related consideration. I am simply requesting that the casino provide complete records and process my legitimate withdrawals without further delay.

I want my 1500$ without delay and I ask that you reconsider your rating on this Casino.

Important notice:

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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.

• Have you asked the casino for your gaming history at a later date, with an updated end date of your activity in the casino?
• Has the casino clarified whether further steps are required from you to pass KYC in the casino?
• 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 Tomas,

Yes, I have requested the history on 3 occasions, and they have not provided it. Instead they provided me a response that I will send you by email which doesnt answer the question of the missing 13 hours of gaming history in which the two big wins were.

I will send you the emails. Thank you.

And regarding verification. I provided them a full bank statement that shows the bank, my name, my address, bank logo and every single deposit transaction 5 days ago. They ignored it. Then today they asked me for a sample of what they wanted, I sent it, and its 3 days I still dont have any payout.

Hello Tomas,

I would like to provide an update regarding my complaint.

Since filing this complaint, GambleZen has finally confirmed by email that my account is fully verified and that I can now make deposits and withdrawals without additional verification.

Despite this, I still have significant concerns regarding the handling of my withdrawals and account history.

First, the casino has still not provided the complete gaming history and transaction history that I requested. This information is particularly important because there is a gap in the player-visible history between:

31.05.2026 13:37:20 UTC (ID 6062894783)

and

01.06.2026 00:16:35 UTC (ID 1155990316)

The casino has relied on activity allegedly occurring during this period to explain the balance movements on my account, yet those records are not visible to me and have not been provided despite my requests.

Second, the casino's withdrawal handling remains concerning.

My withdrawal history now shows that a CAD $750 withdrawal requested on May 31, 2026 was cancelled. As a result, I had to submit a new CAD $750 withdrawal request on June 3, 2026, which remains pending.

This is not the first withdrawal that has been cancelled during my time on the site.

After I questioned the status of my funds, the casino responded that my withdrawal had not been rejected and was simply awaiting review by the Finance Department on a first-come, first-served basis.

While I appreciate that explanation, I find it difficult to understand why a fully verified account continues to experience cancelled withdrawals and delays, particularly after deposits exceeding CAD $4,000 were accepted immediately.

At this time, my primary requests remain:

A complete gaming history and transaction history for May 31, 2026, including the missing period referenced above. This will prove they owe me an additional 750$.

Immediate payment of my first 750$

I believe it is reasonable to expect full transparency regarding the gaming records and timely processing of withdrawals now that the casino has confirmed my account is verified.

Thank you for your assistance.

My CAD $750 withdrawal was not simply delayed once. It has now been cancelled twice by GambleZen.

The original withdrawal was submitted on May 31, 2026. Instead of processing it, GambleZen cancelled it and instructed me to submit the withdrawal again via Interac.

I did so, and the withdrawal was again not paid.

This is happening despite the fact that GambleZen has confirmed by email that my account is fully verified and that I can make withdrawals without additional verification.

At this point, I am not seeking another explanation for why the withdrawal was cancelled. I am requesting that GambleZen pay the CAD $750 withdrawal that has been outstanding since May 31, 2026.

I also still have not received the complete gaming and transaction history I requested for May 31, 2026, including the missing period between 31.05.2026 13:37:20 UTC and 01.06.2026 00:16:35 UTC.

Hello, I received the first 750$. They have not sent me the game history for the second 750$ they owe me. Are you still planning on treating this complaint? It's been a while....Thanks

Thanks for the updates.

Could you please explain whether the winnings you refer to are currently credited to your player's balance? Is the lack of your game history records the only discrepancy you are experiencing?

Looking forward to your reply.

Hello Tomas,

To clarify simply:

I received the first CAD $750 withdrawal.

The second CAD $750 withdrawal request has vanished along with all the game history for the relevant period (31.05.2026 13:37:20 UTC – 01.06.2026 00:16:35 UTC).

This missing withdrawal and missing history are the only discrepancies I am currently experiencing.

Everything else, including KYC and account verification, is complete. My request is that the second withdrawal be paid and the full game history for May 31, 2026 be provided.

Thank you

Is it possible to have this complaint transferred to someone with a little more time? Gamblezen still has a 9.5 rating which is outrageous. This complaint is very simple. They owe me 750$ which will be evident in the missing gaming history.

Thanks for the confirmation and the information provided so far.

Did the casino process your payout since your last post?

Please let me know.

As per my message 1 week ago

Hello Tomas,

To clarify simply:

I received the first CAD $750 withdrawal.

The second CAD $750 withdrawal request has vanished along with all the game history for the relevant period (31.05.2026 13:37:20 UTC – 01.06.2026 00:16:35 UTC).

This missing withdrawal and missing history are the only discrepancies I am currently experiencing.

Everything else, including KYC and account verification, is complete. My request is that the second withdrawal be paid and the full game history for May 31, 2026 be provided.

Thank you

Dear gpac2024,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear gpac2024,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gamblezen Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gamblezen Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal and verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello, Kubo!

Regarding verification:

The player completed full verification after providing all required documents. His account status was changed to "Verified," and we notified him accordingly.

Regarding withdrawals:

The player submitted multiple withdrawal requests over time, some of which were cancelled by him personally, while others were cancelled due to internal procedures. Ultimately, only one withdrawal was actually processed and paid out to the player. All other funds that the player refers to were lost through continued gameplay after he cancelled his own withdrawal requests.

Regarding game history:

We provided the player with detailed instructions on how to access his full game history - both directly within the game interface and in the personal account section. After we sent this explanation, the player did not follow up with us regarding any continued issues with his game history.

Our position:

We have fulfilled all our obligations to the player. The withdrawal was processed and paid. Any additional funds the player claims were owed were simply not available, as they were wagered and lost by the player himself. We consider this complaint to be unfounded.

We are ready to cooperate with you and provide any additional materials if needed.

We will send all evidence of the bets placed by the player to your email address for your further review.

Best regards,

Gamblezen Casino.

The second CAD $750 withdrawal request has vanished along with all the game history for the relevant period (31.05.2026 13:37:20 UTC – 01.06.2026 00:16:35 UTC).

THERE IS NO HISTORY BETWEEN THE TIME INDICATED AND THEY HAVE NOT PROVIDED IT. IT MYSTERIOUSLY DISAPPEARED. THAT HISTORY IS WHERE THE TWO LARGER WINS ARE.

FOR THE 20TH TIME, WE NEED THE MISSING HISTORY BETWEEN 31.05.2026 13:37:20 UTC (ID 6062894783)

and

01.06.2026 00:16:35 UTC (ID 1155990316). THERE IS THE HISTORY BEFORE AND HISTORY AFTER.

I would like to clarify one very important point because GambleZen’s response is misleading.

I am not claiming that I did not receive the first CAD $750 withdrawal. I did receive that first withdrawal.

My complaint concerns the second CAD $750 withdrawal request, which disappeared along with the missing game history for the relevant period.

The issue is this:

I made two CAD $750 withdrawal requests after my wins on May 31, 2026.

I received the first CAD $750 withdrawal.

The second CAD $750 withdrawal request vanished and is not reflected in the player-visible history available to me.

The game history available to me also contains a gap between 31.05.2026 13:37:20 UTC and 01.06.2026 00:16:35 UTC.

That missing period includes the gameplay and transactions relevant to the second withdrawal request.

So to be clear, my complaint is not that GambleZen failed to pay the first CAD $750 withdrawal. My complaint is that the second CAD $750 withdrawal request disappeared together with the missing history, and I have still not been provided with the complete player history for that period.

Thank you.

Dear gpac2024,

I have thoroughly reviewed the full gameplay history provided by the casino.

Based on the records, there are no missing entries between May 31 and June 1, as you claimed. Every bet, withdrawal request, and withdrawal cancellation is recorded in the gameplay history.

The timeline of your withdrawal requests is as follows:

1. 750€ requested on May 31 at 02:47 AM - cancelled on the same day at 02:27 PM
2. 700€ requested on May 31 at 04:08 PM - cancelled on the same day at 04:10 PM
3. 750€ requested on May 31 at 04:27 PM - cancelled on June 2 at 04:30 PM
4. 750€ requested on June 3 at 12:52 PM - cancelled on June 5 at 07:06 AM
5. 750€ requested on June 5 at 09:39 AM - processed and paid out

All funds from the previous withdrawal requests were returned to your casino balance after the cancellations and were then used in further gameplay. Therefore, you are not eligible to receive any additional payout, as the remaining funds were spent during gameplay.

For this reason, I am rejecting your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo