Gamblezen Casino - Player's withdrawals are delayed due to KYC issues.

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Dear RicardoAlmeida,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you successfully withdraw funds from this casino before?
• Did you use any casino bonuses, or do you currently have any active bonus?
• Could you please provide a screenshot of your pending withdrawal in your casino account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla M.,

Thanks in advance for opening this case.

This is my first time withdrawing funds from Gamblezen Casino.

The deposit made was not within any bonus and currently I’ve no bonus linked to my Gamblezen account.

Im sending the corresponding screenshot of my funds.

I would like to say that since the request of my withdrawals, I’ve not played anymore.

Hi dear complaint team,

Im just writting to add up an relevant update to this case, if it’s possible.

Meanwhile, I’ve suddenly start receiving emails from KYC about the verification process of those mb net cards used to make the two deposits of 40€.

I looked positively to this and took the chance to explain even more clearly and accurately why that the document they’re asking me, can’t be handed (Because it doesn’t exist).

I did a new approach to the live chat, (I do have the transcripts) asking for help in this matter, because every email I’ve sent to KYC, was getting the same standard answer. All that live chat did was telling me to send, again, email to KYC explaining what I’ve explained at least 3 times. Looks like an infinite loop, and that my case it’s not being treated properly. I mean, every case should be a different case.

Last but not the least, and because I’m doing everything possible from my end, I’ve reached out MB Way, detained by SIBS PORTUGAL, that is the institution that offers the MB NET service to my bank (Activo Bank), explained the situation and they told me specifically that they way to proof that those cards belong to me it’s, again, through the screenshots and methods I’ve already provided to KYC department. They even provided me by text through email (I’ll attach here the screenshot), as a kindly gesture, the proof that the cards ending in *5825 and *6137 are linked to my activo bank card ending in *0598 and belong to me.

From this point on, I don’t honestly know what it’s more needed here.

Thanks for the help, and I’m open to cooperate in anything needed to see this case solved.

Dear RicardoAlmeida,

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,Mirka, (miroslava.d@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,

Karla Mayfly

Dear Karla,

Thanks for the time spent reading my previous reply’s.

I look forward with patience for Mirka in order to solve this case. Again, I’m fully open to cooperate with everything needed.

Dear RicardoAlmeida,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gamblezen Casino representative to join this conversation.

Dear Gamblezen Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Hi dear Mirka and Gamblezen team,

I would like to inform that i received, today, on the e-mail i have give Gamblezen as alternative, a new email about this situation.

KYC team asked me, again, in order to process my withdrawal for the same non-existent document.

Although I’ve explained my situation and the relationship between my virtual cards and my bank account, this situation keeps repeating.

I would like to say that I’ve not sent any new email to KYC since I’ve sent the proof email from MB WAY. This was an autonomous email sent from KYC to me, which I don’t understand the repeated required documentation instead of look to my extensive explanations.

We’ve been in this complex situation for an entire month, which it’s not acceptable and never seen on any other casino.

Best regards,

Ricardo Almeida.

Dear Mirka and RicardoAlmeida,

We have forwarded all the player's information and documents to our KYC Department for internal review. We will get back to you with an update later.

We kindly ask for your patience.

Best regards,

Gamblezen Casino

Dear Gamblezen Team and Mirka,

I really appreciate the efforts being done in this case. I would like to say that I’m open to help in whatever needed, other than the amount of documentation handed prior to this complaint, to KYC department.

I truly look forward to your update, and really hope that we can settle this situation after +1 month since the beginning of my withdrawls.

Best Regards,

Ricardo

Dear Gamblezen Casino,

We will be waiting for your update.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gamblezen Casino,

The player has now provided the requested screenshots showing their name and the relevant virtual card numbers.

Could you please review the documents and confirm whether the verification can now be completed and the pending €1,000 withdrawal processed?

Please also clarify the current status of the player’s account.

Thank you.

Dear Mirka and RicardoAlmeida,

Thank you for the materials provided.

Please upload them to our KYC Department, where they will be reviewed. I do not have access to this process.

We will get back to you with an update once the review is complete.

We kindly ask for your patience in the meantime.

Best regards,

Gamblezen Casino