Gamblezen Casino - general discussion (page 9)

Hello, an interesting point. Amazing to see you are familiar with the awards and the casinos' situation.

I'd say it depends on how the complaint proceeds and ends up. It's kind of the same as when you accuse someone of crossing the law; until the guilt is proven, there are no persecutions.

I think it's also important to say that the Awards cannot work retroactively; the winners were based on the situation before the results were decided. What happens afterwards, well, happens afterwards. What I can see is that user feedback is good, complaints are resolved effectively, and terms are fair. No issues spotted.

Do you perhaps have personal negative experiences with the casino? We can talk about details.

i casino guru closed my complaint,

but i also want to share this information.

in order to show that Fortuna games act like this by purpose.

Summary of Gambling Losses After Fortuna Games N.V. Became Aware of My Gambling Addiction:

all casinos is operate under same licensnumber and also was that on this days.

MegaRich (June 2024): €375

TrinoCasino (July 2024): €1,000

SpellWin (19 April 2025): €2,500

JettBet (July 2025): €450 in deposits.

Spinmills (September 2025): €744

GambleZen (2026): €3,800

Total Financial Impact

Direct gambling losses after the operator had knowledge of my gambling addiction: approximately €8,869.

These incidents occurred across multiple brands operated under the same licence by Fortuna Games N.V., despite the operator’s documented knowledge of my gambling addiction, previous exclusion, multiple complaints and a complaint submitted to the Curaçao Gaming Control Board.

This is an systematic act by the operator.

who keeps take adventage of me and other players against the exklusion.

Hello and thanks for sharing. I imagine this is a difficult phase, so for the benefit of others, let me highlight how important a direct and clear self-exclusion request remains and how knowing responsible tools before playing in a casino can mean a lot:

"Thank you for your patience throughout this complaint and for providing the additional correspondence. I appreciate the time and effort you invested in documenting the events and explaining your concerns.

After carefully reviewing the information available, I understand why you feel the casino did not do enough to protect you. However, based on the evidence provided, I am unable to conclude that the casino failed to meet the standards required for us to recommend a refund of your gambling losses.

The first reason is that, although your message of June 22 clearly stated that you were experiencing gambling problems and intended to close your account after your withdrawals had been completed, it did not constitute a direct request for self-exclusion. Instead, you primarily requested alternative responsible gambling measures, such as preventing withdrawal cancellations, applying a €1 loss limit, and paying your balance in a single transaction. While these requests reflected your concerns, a clear self-exclusion request is generally the strongest indication that a player is seeking immediate protection from gambling and wishes to stop gambling altogether.

Secondly, the casino acknowledged that the responsible gambling features you requested, including withdrawal protection and loss limits, were not available on its platform at that time. While Casino Guru encourages operators to provide comprehensive responsible gambling tools and considers them good practice, we are not able to penalize a casino solely because it does not offer specific these features.

Finally, according to the correspondence provided, the casino closed your account on June 24. Considering the timeline, we find that the account was closed within approximately 72 hours of your request, which we consider a practical and reasonable timeframe for a casino to process and implement responsible gambling measures.

I understand that this outcome is disappointing, particularly given the losses you experienced. Nevertheless, based on the available evidence, I do not have sufficient grounds to hold the casino responsible for reimbursing the funds that were subsequently lost through gameplay.

For these reasons, I am unable to pursue this complaint further, and it will now be closed.

In the meantime, you have the option to utilize our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm."

I imagine it's not easy, and I'm saying this to make the vulnerable players safer by raising awareness of practical examples.

Ja. Samtidigt så har gruppen mottagit min första begäran om självuteslutning redan 2024 och efter det regelbundet och flertalet gånger mottagit flera begäran om selfexclusion.

one exempel is at jettbet, i could be inloged, deposit and play. But sometimes when i played, i recived popup that in blacklisted due to addiction. But i could keep deposit and play.

so the sytem warned about this but the casino dont act. So this is not any mistake or missunderstanding. Its an active choice from casino.

You may think that 72 hours was a great time for close an account. But actually it has taken them 2 years to do it.

so at least, de despot on 1500 euro should be returned from company if not the 3803 is getting returned.

another problem is i have also ask to use my right of personal data details. I have been trying to recived it on Fortuna gamings casinos, also since 24. But never recived it.

Well, I'm not entirely sure what you aimed to say about some other casino, but I understand gambling is sort of a burden for you. Casino issues can be once more investigated through the complaints, but for now, I'd like to offer support regarding the problem gambling:

info@spelfriheten.se

+46 8 37 43 00

+46 8 660 10 45

I'm trying to say that your assessment of my complaint is incorrect. That this group systematically exploits gambling problems.

Waiting 72 hours to disconnect is not a reasonable time when disconnection has been requested for two years but ignored by the operator.

Hello, I understand you see things differently. That's ok.

To be honest, 72 hours is okay for my colleagues because it is applicable at any casino, no matter the weekends for example. In order to sort out proper practices, we needed to start with a benchmark, and this time frame is part of it.

The other one says that we cannot accept cases based on situations older than 6 months. Which makes me believe the mediator assessed your last request to close the account you made to the specific casino.

I imagine it's a challenging situation, of course.

Its 5 casinos, not 1.

I understand you are describing a group, but the complaint feature does not allow challenging more than one casino at the time. Hence, my previous response should help explain the context on our side. 🙏

Hello everyone,

I hope someone can share their experiences with me.

Yesterday I created an account with GambleZen. Unfortunately, I made a mistake during registration: I accidentally entered my birth year as 1988 instead of 1998. All other personal information is correct.

On the same day I noticed the error during KYC verification, I immediately informed support via email. I submitted my actual ID card, proof of address, and all requested documents.

I deposited a total of approximately €800 and won €2,700. My verification is currently "Pending," and the live chat informed me that such cases are manually reviewed by the finance department.

Has anyone had a similar experience? Was the date of birth corrected after submitting the identification documents, and was the verification successfully completed?

I appreciate every honest experience. Thank you!

Hello, I think it depends a lot on how the casino decides to handle the situation.

Mistakes in personal information can sometimes cause issues during verification. If you entered the wrong year of birth, for example, the casino may refuse to approve your verification because the information does not match your documents.

However, if what happened is that you registered yesterday, immediately noticed the mistake, and contacted the casino to inform them that you had entered incorrect information by accident, then the situation could be different. In that case, the casino may be willing to work with you and resolve the issue rather than simply treating it as a violation and confiscating your funds.

That being said, this is something you should always be very careful about with any casino. Providing incorrect personal details is usually a breach of the Terms and Conditions, and in many cases it can lead to losing your winnings or even not receiving a refund of your deposit.

I would always recommend double-checking your information before creating an account, because these details are very important and players usually only enter them once. If you ever notice that you made a mistake, whether it is your date of birth, name, or any other personal information, the best approach is to contact live chat immediately and ask whether it can be corrected.

Of course, if you go through verification, the casino will likely discover any mismatch anyway.

Let us see what response they give you. Please keep me updated on what the casino says.

All the live chat support staff assured me the problem was solvable, but advised me to contact the finance department. I did so, immediately stopped all account activity, and sent an email. So far, I haven't received a reply. Today, however, live chat support informed me that the verification was complete but hadn't been updated in the meantime. They recommended I submit a withdrawal request. After approval, the data would be updated, and the account would be displayed as verified. So I did – and was able to submit the withdrawal request.

Great, I’m glad to hear that. Hopefully, this means the situation is now resolved, or at least that it will be soon. I really hope you’ll be able to get your money.

It sounds like you communicated with them quite directly and clearly, which is exactly what is needed in a situation like this. And since they recommended that you do exactly what you ended up doing, I hope everything will have a positive outcome.

Definitely let us know how things progress and whether you manage to withdraw your money successfully.