Gamblezen Casino - Player’s account has been closed due to country restriction.

I have created an account on GambleZen and deposited 220 Euros without having the chance to verify my account.

I am from Greece, where it is prohibited, and I didn't know this. I'm puzzled how I was able to sign up and then suddenly couldn't access it even though I provided my Greek details, and my card was correctly charged.

What can I do? I have sent them an email with my documents for account verification, requesting them to transfer my remaining balance since I can no longer log in because of my country being Greece, but they haven't responded.

Please help me.

Dear evabozane,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

We share more about our standpoint in the Fair Gambling Codex.

Do I understand correctly that you had €130 (dispute value) in your casino account when it was closed? Did you activate any bonuses on top of your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello dear CasinoGuru and Evabozane!

Evabozane, we accept players from Greece - you can play in our casino without any issues and restrictions.

The player's account is not currently closed and has not been closed.

The player has not yet passed verification, as only a photo of driving license was provided.

For successful verification, Evabozane must also upload a selfie with driving license and a document to confirm residence address. The player was notified by our KYC department that we are expecting these documents as well, to proceed verification process.

After passing verification, the player will be able to safely play on our project, as well as request withdrawals of funds.

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Respectfully,

Gamblezen Casino Representative

TO KRISTINA CAZINO Guru and Gamblezen casino REPRESENTATIVE I have sent the cards and especially yesterday to kyc@gamblezen.com and in support check to see

And I'm telling you again, I can't connect, it's forbidden, send me another link to enter, what can I say

TO KRISTINA CAZINO Guru no I have not received a single bonus t

It tells me that it is forbidden by my country, I can't connect

Hello, Evabozane! You could use this link for access - https://gamblezen1.com/

Thank you, and we apologize for the inconvenience.

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Respectfully,

Gamblezen Casino Representative

Hello everyone,

Thank you both for your replies.

evabozane, have you tried accessing the website via the provided link? If you have, could you please advise if you managed to access your casino account?

Ναι μπόρεσα δεν ολοκλήρωσα ταυτοποίηση γιατί όλο χάλια ήταν χαρτιά οπότε τα έπαιξα δεν κέρδισα τίποτα ούτε δεν έπαιζαν ξαφνικά όλα μηχανάκια τους

Δεν μπορώ να καταλάβω πως τώρα συνδεθηκα

Ευχαριστώ πολύ για βοήθεια

I closed my account

Do I understand correctly that you have lost all your winnings before closing the account?

Yes

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.