The player from Germany struggled with account suspension. The casino allegedly accused the player of residing in Turkey, where it doesn't operate, despite the player having lived in Germany for 46 years. The player claimed to possess a residence permit and a residential address in Germany but hadn't received any communication from the casino regarding the suspension. The issue was resolved after we communicated with the casino, which reinstated the player's account and re-credited the winnings, minus the previously refunded amount. The player confirmed access to his account and the ability to withdraw his winnings.
Gamblezen Casino - Player’s account was suspended due to location issues.
Amount: €1,402
Gamblezen Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
My account was suspended on the grounds that I supposedly come from and reside in Turkey, a country where Gamblezen Casino is not active. However, I have been living in Germany for 46 years. Although I hold a Turkish passport, I have a valid residence permit and a residential address in Germany. Unfortunately, I have deleted the emails from Gamblezen Casino, but I still have the emails that I sent to them. My account was suspended at the end of March, and I sent my first email to Gamblezen Casino on 1st April. In it, I explained that I live in Germany and have not done anything unfair or violated any of Gamblezen's rules. Yet, no one responded to me.
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7 months ago
Dear Egon78,
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.
Have you submitted correct personal information in your casino profile?
Do I understand correctly that you have a permanent address in Germany?
Have you provided the casino with valid proof of address?
Could you please specify if you used any VPN or IP-masking software to access your casino account?
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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7 months ago
Translation
Hi Veronika, yes I have given correct information. Yes I have a permanent residence in Germany, I was even born in Germany. I have forwarded my passport to gamblezen. I have stated my place of residence on the profile. My IP is from Germany. If I lived in Turkey I would never be able to register, I would automatically be blocked by gamblezen, wouldn't I, because Turkey is not one of the countries in which gamblezen is active. Unfortunately I can't say anything about VPN or IP masking software. I got an email from gamblezen, I liked the bonus offer and went to their website and deposited with mifinity. I was very lucky and had 500 euros paid out to my account and 500 euros to mifinity and still had up to 800 euros in my gamblezen account.
Then I get an email from gamblezen, saying that their account is blocked because I'm supposedly from Turkey. Everything's gone!!! It would be great if I could get my winnings. And gamblezen pays out according to levels, they said, which is unfair. You can't have everything paid out at once.
Thank you for standing up for me.
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7 months ago
Please forward all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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7 months ago
Translation
I only have this letter from me
Best regards
Mesut Bicak
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7 months ago
Could you please explain why you do not wish to answer the question on VPN usage? I am afraid the answer to this question is vital for deciding whether the case should be investigated further.
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7 months ago
Translation
Hi Veronika, nice to hear from you.
I didn't know what VPN stands for, so I looked it up on the internet. I can assure you that I don't use or have downloaded any VPNs. Everything ran through my IP without a VPN. I hope to get positive answers from you.
Best regards
Mesut (Egon)
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7 months ago
Thank you very much, Egon78, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello Egon78,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.
We would like to invite Gamblezen Casino to join the conversation.
Dear Gamblezen Casino,
Can you please provide explanation as to why the player's winnings were confiscated despite the player providing proof of their residence in an allowed country? If there is any additional information that can't be shared publicly, please forward it to me at michal.k@casino.guru
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7 months ago
Dear Casino Guru and Egon78.
When registering, the client provided misinformation and chose the country "Germany", being a citizen of "Turkey". Our project does not work in Turkey, and Turkish citizens are prohibited from registering at Gamblezen Casino (Turkey is even not in the list of countries for registration), therefore the player’s account was closed and the funds he had previously deposited were returned to him.
Please also note that in this complaint the player also provides misinformation, saying that he was paid 500 euros to his account and also 500 euros to Mifinity.
Our casino did not make any payouts to the player, since documents of a Turkish citizen were provided during KYC; therefore, the player’s account was closed and the deposit was returned to the player.
Respectfully,
Gamblezen Casino Representative
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7 months ago
Translation
Gamblezen, I LIVE IN GERMANY WHAT DOES ALL THIS HAVE TO DO WITH TURKEY, I HAVE A TURKISH PASSPORT BUT I HAVE BEEN LIVING IN GERMANY FOR 46 YEARS, AM REGISTERED HERE AND HAVE A RESIDENCE. THEN YOU HAVE TO BE MORE PRECISE AND WHEN FILLING OUT THE PROFILE INFORMATION, POINT OUT THAT YOU ARE NOT ALLOWED TO PLAY WITH A TURKISH PASSPORT. THAT WASN'T THE CASE FOR YOU. I WAS ALLOWED TO PLAY, WHY??? IF I HAD LOST MY DEPOSIT, WOULD IT PROBABLY BE OK WITH YOU OR WHAT!!!
AND STAY WITH THE TRUTH. IT MUST ALSO BE DOCUMENTED TO YOU THAT I CONFIRMED PAYOUTS AND THERE WAS 500 EUROS IN MY BANK ACCOUNT AND 500 EUROS IN MIFINITY ACCOUNT. AND I STILL HAD MORE THAN 500 EUROS IN MY GAMBLEZEN ACCOUNT. AN EXPLANATION FOR THIS PLEASE.
EGON78
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7 months ago
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I think they are cheating!!! That's all, they just don't want to pay. All the players in the world should know that playing with them is a risk.
Egon78
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7 months ago
Translation
Yes, I want my winnings down to the last cent. I played fairly and did not cheat
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7 months ago
Dear Egon78,
Do you have any other official documents issued by the German authority (ID, driving license, working permit, etc.) that might prove you have lived a long time in Germany apart from the proof of your residence? If so, please forward it to me at michal.k@casino.guru including the proof of your residence.
Dear Gamblezen Casino Representative,
I have checked your terms and conditions from a German VPN as well as from an international VPN and I have not found Turkey listed as a restricted country there...
German VPN: (Bedingungen und Konditionen | Gamblezen Casino)
International VPN: (https://gamblezen.com/en/page/terms-and-conditions)
Another thing I have to mention. In the registration form, when filling out the address, it is not mentioned to fill in your citizenship, so naturally, the player filled in their current address in Germany. Please let me know if there are any other reasons for your actions, but from the information gathered so far, I don't see any wrongdoing by the player, and that's why I believe the player should receive their winnings.
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6 months ago
Hello, Michal. We have answered you in the direct messages.
Respectfully,
Gamblezen Casino Representative.
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6 months ago
Dear Gamblezen Casino Representative,
Thank you for your response. I am awaiting further information from your finance department and remain hopeful that we can find a suitable resolution to this complaint.
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6 months ago
The player's account was opened and the winnings were added to the balance, minus the amount of the previously made refund to the player.
Respectfully,
Gamblezen Casino Representative.
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6 months ago
Thank you for your response, Gamblezen Casino Representative.
Dear Egon78,
As per the response above, we were able to find a suitable resolution to your complaint with the casino team. Your account was again opened and the winnings were added to the balance. Please let me know if we can consider your complaint addressed/resolved or if you need assistance with anything else.
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6 months ago
Translation
Thanks,
Everything is fine, thank you very much. The complaint has been resolved. I have access to my account. I can withdraw my winnings.
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6 months ago
Great news, Egon78. I'm glad to hear the issue has been clarified and that your winnings have been re-credited to your account.
As the complainant has confirmed, we consider this complaint to have been successfully clarified/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
