The player from Sweden had experienced issues with Gamblezen Casino, where despite having a verified account, he was still receiving requests for further verification. After explaining that such documents did not exist in Sweden, his account had been approved. However, he then faced delays in withdrawing his winnings of SEK 10,000. The player reported that his account had been closed without explanation, but he confirmed receiving his winnings. The Complaints Team had extended the complaint timer by 7 days, but due to lack of response from the player, the complaint was eventually rejected.
Gamblezen Casino - Player keeps receiving verification requests despite having a verified account.
Amount: 9,999 kr
Gamblezen Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello, even though the account is verified, they still send an email asking me to verify the account
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11 months ago
Dear mdarowiche1978,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Gamblezen Casino.
Could you please specify which additional documents the casino requests from you to verify your account?
Could you please advise which of your identity documents have already been verified?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
Hello, after I explained that there are no such documents in Sweden, they approved the account. But unfortunately, a new problem has appeared, I have been waiting for a withdrawal of SEK 10,000, they say that finance has a lot to do now?
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11 months ago
First of all, please keep in mind that we usually recommend the players wait up to 14 days for the winnings to appear in their bank account. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
Could you please advise why your account was closed by the casino? Have you received any more specific explanation?
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11 months ago
Translation
they closed account without explanation but sent the money
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11 months ago
Do I understand correctly that you already received the winnings?
Can you please confirm if your balance was zero when the casino closed your account?
