The player from Germany is struggling with account suspension. The casino allegedly accused the player of residing in Turkey where it doesn't operate, despite the player living in Germany for 46 years. The player claims to possess a residence permit and residential address in Germany but hasn't received any communication from the casino regarding the suspension.
Gamblezen Casino - Player’s account was suspended due to location issues.
Amount: €1,800
Gamblezen Casino
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Case opened
Current status
Waiting for player to reply
2d 14h 25m 51s
Case summary
3 days ago
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1 week 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.
Automatic translation:
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1 week 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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1 week 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.
Automatic translation:
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4 days 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.
Egon78 has 2d 14h 25m 51s to reply
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