Ali ja sam već verifikovan. Moj nalog je verifikovan, tako da ne znam zašto mi otežavaju stvari. I dalje čekam imejl od njih od subote, ne odgovaraju.
But if you have to verify the payment method, it would seem to me that you are not yet verified. Sometimes the casino also asks for additional verification, so if it's not all right, you won't get the money.
So did you send them the document or what email are you waiting for now?
Same happened to me. I specifically requested casino to never ever open my account even if requested by me. Then after a month or so I requested to reopen my account and it was reopened. Lost nearly 2000 EUR.
This is extremely unfair and disgusting behaviour by the casino. It should be banned and not promoted on CasinoGuru.
Čekam imejl od KYC-a.
Same happened to me. I specifically requested casino to never ever open my account even if requested by me. Then after a month or so I requested to reopen my account and it was reopened. Lost nearly 2000 EUR.
This is extremely unfair and disgusting behaviour by the casino. It should be banned and not promoted on CasinoGuru.
Well, there is a little bit of a word game there, whether the player asked for a closed account or self-exclusion, that makes a big difference for us.
Of course it is also very important how he did it and how you asked for it. If the player has a gambling problem, it is always necessary to mention it and the casino should act without any question to open the account again.
It is also important if the player has made a real effort to tell the casino and has used various channels such as live chat, support, email, etc if they are not responding or try to ingnore it.
So how was it for you? These cases are hard to generalize because even one small thing can make a big difference.
That's why I always ask to know if it would be possible to help or not.
Lično, ja snažno NE PODHVARAM ovaj sajt, zašto? Zato što pored toga što ima hiljadu problema!!! Deluje pomalo kao prevara!!! Osim što sam pokušao da predam dobitak od 100 evra banci, nisam mogao, bio sam 2/3 nedelje ne znajući gde je završilo tih 100 evra, pomoć je bila još komplikovanija jer su me za proveru tražili hiljadu podataka, kada sam uspeo da ih vratim, vratili su se na nalog za igru i morao sam ponovo da ih igram, očigledno sam ih izgubio, jednostavna operacija, trajalo je mesec dana i nije išlo dobro, pa... Dok...
Juče sam imao 90 evra na svom igračkom nalogu, danas ga otvaram i nađem 40, zašto??? U stvari, bonus je nestao, zašto?
igrajte 20 centi odjednom i izgubite 50 evra bez dobijanja bonusa, u stvari, igra kao da vas izluđuje, ne preporučuje se
sastavite, pomešajte i ispostavi se da je to iskustvo koje se ne preporučuje
I totally agree with you, RTP in this casino is just weird. I think I got some evidence that casino games are manipulated. I will submit a complaint and we will see how it goes.
Lično, ja snažno NE PODHVARAM ovaj sajt, zašto? Zato što pored toga što ima hiljadu problema!!! Deluje pomalo kao prevara!!! Osim što sam pokušao da predam dobitak od 100 evra banci, nisam mogao, bio sam 2/3 nedelje ne znajući gde je završilo tih 100 evra, pomoć je bila još komplikovanija jer su me za proveru tražili hiljadu podataka, kada sam uspeo da ih vratim, vratili su se na nalog za igru i morao sam ponovo da ih igram, očigledno sam ih izgubio, jednostavna operacija, trajalo je mesec dana i nije išlo dobro, pa... Dok...
Juče sam imao 90 evra na svom igračkom nalogu, danas ga otvaram i nađem 40, zašto??? U stvari, bonus je nestao, zašto?
igrajte 20 centi odjednom i izgubite 50 evra bez dobijanja bonusa, u stvari, igra kao da vas izluđuje, ne preporučuje se
sastavite, pomešajte i ispostavi se da je to iskustvo koje se ne preporučuje
I wonder if they found out that you didn't meet the wagering requirements and that is why they returned the money to your account and asked you to finish it first. 🤔
Did you receive any explanation about this?
Also, have you checked if the bonus hasn't expired by any chance?
In this way it would be the reason why your money from the bonus was not there, you know.
Please provide some more details regarding all this, and maybe our complaint team could check it out by contacting the casino, if you wish.
One of the worst casinos regarding withdrawls in my opinion l. Withdrawal limits are super low and super slow, 5 days i have been trying to verify my deposit methods and every time they sent me an email requesting a new piece of evidence for my deposit methods instead of asking for everything in one email they try to drag out the whole verification process to make me play with the money. Now that i am supposedly done with the verification process its been 2 days and the withdrawas is pending. They dont answer my emails and the live support always replies with that frustrating auto generated answer. I found out about this casino from this website (9/10 rating ) i would not even give them 2/10 i am sorry but that rating is diabolical in my opinion
When exactly did you start with the process, if you don't mind me asking?
(Withdwal 26/06) First email i got from them to verify my deposit methods was on the 27/06 so it has been 2 week. They first asked for verification for my neteller account then they canceled my withdrawal and told me to use another method to withdraw , once i did that they wanted to verify the new method that THEY asked me to withdraw with and now they wont reply to my emails. I played at 10+ casinos over time and this has been the most frustrating withdrawal process i ever had. Now i have not received a response for 3 days. Their support always come up with an excuse that they have alot of work load or some bullshit like that. Are you kidding me? How long do they need it’s an absolut disgrace
This must be frustrating for sure.
Why did they ask you to change the withdrawal method, though? I don't understand that, actually.
I would surely suggest you now submit a complaint here. Our team will intervene in your case, as it has been way too long for you to wait.
What do you say? Will you go for it?
Here is the link for you. Please describe the issue well so we can start to investigate.
Hey, thanks for the response, i actually reaceives the withdrawal yesterday afternoon. I have bo idea why the asked me to change withdrawal methods even after the verification was successful but one thing is for sure that i am never playing with that casino ever again
Hi layoutstudiocy!
Thank you for your message. To clarify the situation:
On June 27, you made deposits using a bank card and then requested withdrawals to an e-wallet (Neteller). These two withdrawal requests were canceled with a request to use Bank Transfer instead, because after depositing with a card, the withdrawal must go back to a bank account.
After that, account verification was requested. You provided all the necessary documents, and yesterday your account was verified, and your withdrawal to the bank was successfully processed and paid out.
We completely understand that this process might have been discouraging or frustrating, and we sincerely apologize for any inconvenience caused. To make it up to you, we’ve sent you a no-deposit bonus offer to your email — we hope you’ll give us another chance and come back to enjoy your time here.
Hey, thanks for the response, i actually reaceives the withdrawal yesterday afternoon. I have bo idea why the asked me to change withdrawal methods even after the verification was successful but one thing is for sure that i am never playing with that casino ever again
Nice that it was successful.
I also can see that the casino has explained the whole situation, so now it is understandable.
Of course, it is up to you whether you play there again or not. 🙂
Da li neko zna koliko vremena je potrebno za jednostavnu verifikaciju na sajtu GambleZen.eu? Moj profil kaže da sam verifikovan, ali status naloga je i dalje na čekanju. Pisao sam podršci 10. jula i rekli su mi da sam trebalo da dobijem imejl u kojem se navodi da sam trebao da pošaljem izvod iz banke sa dokazom o prebivalištu direktno na njihovu imejl adresu. Trebalo je da ga pošaljem. Ali ga nikada nisam primio. Uradio sam to odmah i ništa se nije promenilo do danas. Može li mi neko pomoći?
Hi hanxiety,
We’ve checked your case with our KYC department, and here is the current situation:
We sent you two emails with detailed instructions regarding the required documents. Unfortunately, both times you submitted the same document (a bank statement) which does not meet the requirements.
At this moment, we’re still waiting for the correct document from you. Please send either:
a screenshot from your online banking clearly showing your IBAN and the account holder’s name,
or, if that’s not possible,
a photo of your bank card showing the IBAN, BIC, and the account holder’s name.
Once we receive the correct document, we’ll be happy to proceed with the verification of your account as quickly as possible.
If you need us to resend the instructions, feel free to contact our KYC team directly via email.
Nažalost, nisam dobio/la nikakve imejlove od tebe. Takođe sam proverio/la folder sa nepoželjnom poštom. Sada sam slikao/la svoju bankovnu karticu (prednju i zadnju stranu) i poslao/la je. Nadam se da će ovog puta proći brzo i glatko. 🙂
Hvala na brzoj pomoći.
Dobitci od 153.146,11 evra od pravog novca nakon konverzije bonusa su obrisani
22. jula 2025. godine, uplatio sam 74 evra na GambleZen.com i dobio bonus od 80% na depozit. Aktivirao sam bonus, igrao i u početku se kladio do približno 30.000 evra. Nakon toga, svi viškovi bonus dobitaka su uklonjeni u skladu sa uslovima bonusa, ostavljajući tačno 296 evra pravog novca na mom računu.
Ovih 296 evra više nije bilo vezano za bonus jer sam ispunio ceo bonus promet i došlo je do automatske konverzije u pravi novac.
Nastavio sam da igram sa ovih 296 evra pravog novca – bez aktivnog bonusa, bez novog depozita, bez novih uslova – i povećao iznos na 153.146,11 evra.
Dana 24. jula 2025. godine, zatražio sam isplatu od 1.500 evra. Međutim, ovaj zahtev je odbijen, a moj celokupni dobitak od 153.146,11 evra je obrisan, pozivajući se na uslove bonusa 1.4 (ograničenje dobitka od 5× iznos bonusa) i 1.5 (zahtev za isplatu pre dalje igre).
Protivim se ovoj odluci iz sledećih razloga:
Moj dobitak od 153.146,11 evra više nije ostvaren bonus novcem.
Pravila 1.4 i 1.5 ne mogu se retroaktivno primeniti na dobitke od pravog novca nakon što je bonus konvertovan.
Nisam dobio nikakvo obaveštenje da će moj dalji pokušaj igre sa 296 evra automatski poništiti moj dobitak.
Ovo je nepravedna, netransparentna praksa koja, po mom mišljenju, krši pravila EU o zaštiti potrošača i princip odgovornog kockanja.
Već sam kontaktirao podršku, ali moj zahtev je odbijen bez detaljnog pregleda slučaja.
Stoga pozivam na:
Dobar pregled moje igre,
Povraćaj i isplata mojih dobitaka od pravog novca u iznosu od 153.146,11 evra,
Konkretno objašnjenje zašto je obrisana dobit za koju se dokazalo da nije potrebno bonus.
Spreman sam da pružim sve dokaze (depozit, promet, izvode iz banke).
Kazino: GambleZen
Operater: Altacore NV (Kurasao)
Pružalac platnih usluga (EU): Altaprime Ltd, Kipar
Nalog igrača: [LONII]
Depozit: 74 € 22. jula 2025.
Dobitci u pravom novcu: 296 € → 153.146,11 €
Otkazivanje nagrade: 24. jul 2025.
Adresa za podršku:
Žalba: Nezakonito blokiranje naloga i odbijanje povlačenja sredstava na GambleZen-u nakon zahteva za GDPR podatke
Uplatio sam depozit na GambleZen.com 22. jula 2025. godine, u potpunosti iskoristio bonus i povećao svoj saldo pravog novca na preko 153.000 evra. Nakon što sam zatražio isplatu 24. jula, odbijeno mi je isplaćivanje zbog nevažećih uslova bonusa, iako su dobici generisani nakon što je bonus u potpunosti uložen.
Dana 25. jula, naknadno sam zatražio objavljivanje moje kompletne istorije igara i svih podataka o nalogu i transakcijama u skladu sa GDPR-om. Podrška je više puta odbila, nalažući me da sam prikupim podatke.
Odmah nakon ovog zahteva, moj nalog je blokiran zbog „zavisnosti od kockanja" – jasna odmazda i kršenje mojih prava.
Srećom, snimio sam video u 7:45 ujutru 25. jula, što dokazuje da sam u tom trenutku još uvek bio normalno prijavljen i da nije bilo znakova zabrane ili ograničenja. Ubrzo posle 8:00 ujutru, odjavljen sam bez upozorenja.
Imam opsežne dokaze (video zapise, snimke ekrana) koji u potpunosti dokumentuju ceo proces.
Zahtevam da GambleZen odmah isplati moje legitimne dobitke, dostavi sve podatke u skladu sa GDPR-om i ukine zamrzavanje naloga. Postupci kazina su za mene neprihvatljivi i iskoristiću sva pravna i javna sredstva koja su mi na raspolaganju.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Uskoro ćete biti preusmereni na stranicu kazina. Molimo sačekajte. Ako koristite softver za blokiranje oglasa, proverite podešavanja.
