Gamblezen Casino - Player’s deposit limit is delayed and unverified.

In July 2024, I requested a deposit limit on my account, but it was only applied about three weeks after I asked. This October, I noticed there is no deposit limit on my account. I reached out to customer support to ask if I have a deposit limit or not, and I received three different responses.

1. "Your request for a deposit limit is still being processed."

I explained that I requested it 3 months ago.

2. "Our casino will implement that feature later."

I mentioned that I had already received an email in July confirming the deposit limit I had set.

3. "Send us an email to our customer support address, and we will investigate the matter."

I have not received any response to my inquiry.

So the casino is acting dishonestly and outright lying to the player about the deposit limit.

Dear JarmoM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Did you receive any confirmation that the deposit limit was set?

Did you email to request the deposit limit setting?

Could you please share your communication with the casino regarding the deposit limit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello, Dear JarmoM and Casino Guru team.

We would like to address the recent situation regarding your deposit limit request. On June 21st, 2024, you requested a deposit limit of 20 euros per month. Unfortunately, due to a misunderstanding on July 1st, our team misinterpreted the note in our system, leading to the assumption that the limit had already been applied.

We deeply regret this oversight and are actively reviewing our procedures to prevent similar occurrences in the future.

The requested deposit limit is now in place. Additionally, we see that during your gaming session, you made a total deposit of 120 euros and currently have a pending withdrawal of 130 euros.

We see two ways to solve this issue :

1) Refund of 100 EUR. We can refund 100 EUR from the total 120 EUR deposited, as the first 20 EUR was within your set deposit limit and therefore not subject to a refund. However, please note that it this case winning were won from deposits that exceeded your limit, which makes the winnings illegitimate, so the winning will be deducted.

2) Withdrawal of your winnings. Alternatively, we can process your withdrawal of 130 EUR. At this moment, your account is fully verified and we are ready to initiate payment promptly.

Please let us know which option works best for you, and we will proceed accordingly.

Best regards,

Gamblezen Casino

Alternatively you can pay my winning???

What if i dont accept your offer? You dont even pay my winning or what?

This last week winning is nothing relate this your disquisting lie about my 3 months old deposit limit request.

Do you really keep pending this my winning now almost one week, because this complain?

First of all, pay my winning and stop use this 130€ to some tools to solve this case.

Regards Jarmo

We’re unsure of the reason behind creating this new complaint, especially as we’ve already addressed your concerns in a similar complaint on lcb.com. In that instance, we explained why the issue occurred, offered our apologies, and informed you that the limit has been applied to your account on 18 of October.

As for your question, "Do you really keep my winnings pending for almost a week because of this complaint?" please note that your account was fully verified only today. While the complaint remains open, we would like to understand what outcome you seek, which is why we presented you with two options earlier. Please, confirm which one suits you better, so we could close this issue.

Best regards,

Gamblezen Casino

Like i say,pay my winning. Its pending almost 2 weeks no.

Totally other case is this deposit limit trap/ lie what you set and have to explain.

Dear JarmoM, please choose one of the options provided by the casino. I recommend choosing to withdraw your winnings. Please cooperate with the casino.

Of course i want my winning!!

I dont even understand why i have to choose do i want my winning or not?

And this casino's lies and trap what they set to player leave unsolve? Not suprise, again.

Thats fine by me, can casino guru add even mention this to casinos review or is this casino still safety index: High ?

I am not suprise if you not wanna damage your favorit casino reputation.

Thanks.

Dear JarmoM, please let us know as soon as you receive your winnings. Thank you.

Hello, JarmoM and Dominika.

I would like to inform you that withdrawal request for 130 EUR has been successfully processed. Please allow some time for the funds to appear in your account.

Best regards,

Gamblezen Casino

Dear JarmoM,

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.

Hi.

Withdrawal is ok, i get it, but this casino lie about deposit limit is not really solved. Saying sorry is not very explain why support do that.

But you can close a case, just good to warning other player this unfair casino.

Dear JarmoM,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru