The player from Sweden had her account at Gamblezen disabled due to an alleged gambling addiction, which prevented her from withdrawing 400 euros. She sought clarification on whether the casino could do this and what would happen to her requested funds. It was confirmed that the account was not closed due to gambling addiction, and the player’s account was fully verified, allowing her to request withdrawals. A withdrawal of 37 euros was successfully processed, and the issue appeared to be resolved. Without further confirmation from the player, the complaint was set to be rejected.
Gamblezen Casino - Player’s account was closed due to gambling addiction.
Amount: €37
Gamblezen Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Hello, became a member of the gamblezen casino. I played for a long time and then submitted requested documents to get my money. Still had 400 euros left which I couldn't withdraw because I had a limit of 100 euros per day I guess. Have been in contact with support. All of a sudden my account becomes disabled where they write that due to a gambling addiction. Firstly, they can really do that and secondly, I wonder what happens to my money that I have requested. Thank you for the reply, etc. Bonita B.
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Bonniez,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
When was your account blocked? Was it during the KYC process or during your chat with customer support? Did you request to be self-excluded from this casino, or did you mention any concerns regarding your gambling habits?
Have you received any emails from the casino after your account was disabled? If yes, please forward them to me at veronika.l@casino.guru. Also include all other relevant communications and evidence for the investigation of your case. 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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4 months ago
Hello, dear CasinoGuru and Bonniez!
The player's account is not closed by Gambling Addiction, it must be a mistake. We apologize for the inconvenience.
The player’s account is fully verified, the player can play in our casino and also request withdrawals without any issues.
Today (5th of August 2024) a withdrawal of funds in the amount of 37 euros was processed successfully. Please allow some time for the funds to appear in your account.
Currently the player has zero balance and no active withdrawals with a pending status.
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Respectfully,
Gamblezen Casino Representative
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4 months ago
Dear Bonniez,
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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4 months ago
Thank you, dear Gamblezen Casino representative, for providing us with the information regarding the player's problem.
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
