Gamblezen Casino - Zahtev igrača za povlačenje sredstava je odložen i nije obrađen.

Dear Casino Guru Agents,

On July 3, 2025, I provided all the requested documents to the casino, and my account was successfully verified.

Then, on July 6, 2025, I was informed via live chat as follows:

"Dear ****,

Your gaming session has been sent to the game provider for review. Once we receive a response regarding your session and bets, we will notify you by email. The review of your withdrawal request has been postponed until we receive an official response from the game provider. This process may take 3 to 14 working days."

On July 24, 2025, the casino requested my bank account details, even though I had never used a bank account for deposits—my deposit was made using cryptocurrency. Despite this, I provided the requested bank details the same day.

Since then, the casino has been completely unresponsive. They are not replying to my emails, and in live chat, I am only receiving vague promises with no real answers or progress.

I kindly ask for your help in contacting the responsible department at the casino and urging them to respond to this complaint. I am simply seeking clarity and resolution.

Thank you for your support.

Best regards,

*****

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Is your account accessible to you?
• Could you please specify when you deposited and which cryptocurrency you used?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I am a player since 01.07.25

Yes, my account accessible

I deposited on 01.07.25 , ETH

I played only slots

I received bonus on my deposit and fully wagered it

I sent available correspondence to your email

Thank you

At this stage casino requested my bank details and I provided all the requested information now for already several days they again ignoring me.

I forwarded to you all the recent correspondence , please check your email tomas@casino.guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gamblezen Casino representative to join this conversation.

Dear Gamblezen Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Biyaza77 and Mirka.

At this moment, our KYC department is still waiting for proof of address issued by your bank. We have already sent you four emails requesting this document, but unfortunately, the screenshots you provided so far do not contain your address.

We will be able to continue with your withdrawal request as soon as we receive the correct documents.

Best regards,

Gamblezen Casino

Dear player,

Would you be able to provide the casino with the requested proof of address?

The casino has already had my proof of address for a long time. They have been holding up my withdrawal for two months by asking for more and more unnecessary documents. After I submitted everything they requested, they informed me that they plan to pay me to my bank account, even though I made my deposit using crypto. They asked for my banking info. I provided them with my banking details, but then they asked for a screenshot from my banking app showing the same details — which I supplied. Now they are asking for a bank statement with the same information.

My patience with them is running out. It takes them a full week to respond to any of my queries, and it seems clear they simply don’t want to pay me. Regarding their latest request, my bank does not issue statements by post.

There is one more issue - according the latest legislation in my country - the banks are not allowed to accept any payment with gambling related codes. So I also afraid that I will never see the money if it will be paid to my bank account. Since it is impossible to communicate with this casino normally (which they do intentionally) - I prefer to clear up these issues through Casino Guru here.

Dear Gamblezen Casino,

Would you be able to suggest the player a different withdrawal method?

Thank you.

Hello, Mirka.

In order for us to suggest an alternative withdrawal method, we must first complete the full bank account verification. This is a standard KYC and security requirement.

Best regards,

Gamblezen Casino

Dear player,

Could you please clarify, if you used the mentioned payment method (bank account) for deposits or withdrawals in this casino?

Thank you.

I did NOT use Bank Transfer for deposit or withdrawal with Gamblezen casino. I only used Crypto as a deposit method.

Dear Gamblezen Casino,

Could you please answer these questions?:

• Which payment methods the player used for deposits?
• Has the proof of address been supplied and sufficient?
• What is the purpose of the full bank account verification?

Thank you.

Hello,

We would like to provide clarification regarding this case. The player has completed standard KYC, however, in accordance with section 2.5.1 of our Terms and Conditions, the Risk Department has the right to request additional video verification if there are reasons to do so.

The player has already been contacted and invited to schedule a video call in English with our KYC/Risk team to confirm identity and account ownership. Now we are waiting for confirmation of the date and time of the video call from the player.

Best regards,

Gamblezen Casino.

I do not speak English

Dear Gamblezen Casino,

Previously, we have been informed by the player, that she does not speak English, and uses translator to write messages.

Would you be able to conduct a video call in Russian, or would you have any other suggestions, how to solve this situation?

Thank you.

Hello,

Unfortunately, we are unable to conduct a video call in Russian. However, we fully allow the presence of a translator during the video meeting with the player.

Best regards,

Gamblezen Casino.

Dear player,

Would you be able to invite someone, to translate for you during the verification call?

Dear nayyisa39348,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru