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.

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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