The player from Germany had requested a withdrawal before submitting this complaint. Unfortunately, they hadn't received their winnings yet. The delay was due to the KYC verification process, which has since been completed. The casino confirmed the player's account was verified and the withdrawal processed. The player confirmed receipt of the funds, and the complaint was marked as resolved.
Gamblezen Casino - Player’s withdrawal has been delayed.
Amount: €300
Gamblezen Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I requested a withdrawal of 300 euros on 07/26/2024. After KYC required additional documents, my account was fully verified yesterday. I am still waiting for the withdrawal. KYC is not responding to my emails. The support chat keeps giving the same pre-written responses.
Does this casino pay out at all?
Automatic translation:
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3 months ago
Dear dominikinit,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Hello, dominikinit!
Your account was successfully verified on 07/29/2024.
Today 07/31/2024 your withdrawal request was successfully produced. Please allow some time for the funds to appear in your account.
That happened because KYC process took some time, now this withdrawal method is completely verified. So you could make withdrawals with this method without additional verifications. Thank you, and sorry for the inconvenience caused.
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3 months ago
Translation
Can be closed. Money arrived today. Still took too long.
Automatic translation:
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3 months ago
Dear dominikinit,
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,
Kristina
Casino.Guru
