The player from Iceland faced issues withdrawing winnings from the casino, claiming that after wagering through bonuses, his account was closed and his withdrawal was denied. He expressed frustration over the casino's handling of his funds, stating he felt trapped and misled by the terms and conditions, and he was determined to escalate the issue through various regulatory channels. The complaint was closed due to the player's lack of response to requests for further information needed to investigate the matter. The player was informed that the complaint could be reopened if they chose to resume communication.
Gamblezen Casino - Player's withdrawal request is blocked.
Closed
Our verdict
Player stopped responding
Amount: A$450
Gamblezen Casino
Safety Index 9.5 Very highCase summary
Discussion
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1 month ago
Important notice:
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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.
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1 month ago
Dear Shiesty2147,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To help us better understand your situation and to assist you in resolving this issue, could you please clarify the following:
- Have you received any notifications or explanations from the casino regarding the rejection of your withdrawal?
- What bonus were you using when you made your wagers, and what were the terms associated with it?
- Have you attempted to contact customer support regarding your withdrawal, and if so, what was their response?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petra
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1 month ago
Dear Shiesty2147,
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.
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1 month ago
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,
Petra
Casino.Guru
