Complaint #44 Gamblezen Casino

Unable to set loss limit

By Coff33Addicted

11 months ago

Dear AskGamblers team,

I would like to file a formal complaint against the casino GambleZen due to a serious breach of responsible gambling rules and failure to act in accordance with their own policies.

Summary:

On June 19th, 2025, at 17:10, I had a balance of €7,232.62 on my casino account (see attached screenshot from game history) what was my last bet of the day.

At 17:52, I sent an official email to support@gamblezen.com requesting a daily loss limit of €100 to be set on my account (see attached screenshot of my email).

I received a denial response at 17:58, informing me that setting a loss limit was not possible.

As a result, I was unable to activate any protection tools and continued to play, eventually losing my entire balance of over €7,200.

This is a clear violation of GambleZen's own responsible gambling policy, which explicitly states that players can request loss limits by contacting support. I acted proactively and requested this limit before any further loss occurred, yet my request was denied without proper justification.

Also you are supposed to be able to take 1500€ withdraws per day with my vip level but you are not able to do so until their financial department has approved the last requests

My request:

Due to the casino's failure to act responsibly and in accordance with their stated policies, I request the following:

A full refund of the amount I had on my account at 17:10 on June 19th, 2025 (€7,232.62), returned to my casino balance with loss limit of 100€ per day,

A refund of 80% of that amount (€5,786.10) paid directly to my bank account.

I believe this is a fair compensation due to the casino's failure to provide the advertised responsible gambling safeguards.

Thank you for your support in this matter.

Sincerely,

Screenshot_2025-06-21-15-13-43-34_40deb401b9ffe8e1df2f1cc5ba480b12.jpg

Screenshot_2025-06-22-18-41-26-22_40deb401b9ffe8e1df2f1cc5ba480b12.jpg

Screenshot_2025-06-22-18-43-23-93_e307a3f9df9f380ebaf106e1dc980bb6.jpg

Screenshot_2025-06-22-18-43-57-20_e307a3f9df9f380ebaf106e1dc980bb6.jpg

Disputed Casino Gamblezen Casino

Reason RG tools related

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Gamblezen Casino management acted in accordance with their Terms and Conditions and we decided to reject the case.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Coff33Addicted

• 1 reviews

11 months ago

Dear AskGamblers team and Gamblezen Casino,

Thank you for your response.

However, I must respectfully disagree with the casino’s interpretation regarding responsible gambling obligations. I would like to clarify the following points:

---

1. Loss limit was denied despite my request
While your terms mention that the loss limit “helps prevent unexpected financial losses based on your initial deposit,” your website clearly lists the loss limit as a separate responsible gambling tool, distinct from the deposit limit.
I requested the implementation of a loss limit before any major losses occurred, yet my request was denied, even though I was actively trying to act responsibly and prevent harm.

It is misleading to argue that a player cannot protect their balance simply because they are in profit at the time. The purpose of a loss limit is prevention, not retroactive intervention.

---

2. Withdrawal delays directly contributed to the loss
According to your website, withdrawals are promised to be processed within 24 hours. In my case, the withdrawal was delayed by five full days.
Due to this delay — combined with daily withdrawal limits — I was unable to make new withdrawal requests.
Coupled with the refusal to set a loss limit, this delay exposed me to a situation where I ended up losing my entire balance.

---

3. Responsible gambling principles were not upheld
The refusal to set a loss limit and the delay in processing my withdrawals go directly against the spirit of responsible gambling.
This is not about disputing the fact that I previously withdrew funds — it’s about a player who tried to prevent a loss and was not given the tools to do so.

---

Summary:
My complaint is not about reclaiming previously withdrawn winnings. It is about the fact that the refusal to enable a loss limit and the delayed withdrawals together led to the exact situation that responsible gambling measures are meant to prevent.

My claim remains unchanged, and I respectfully request AskGamblers to assess this case based on the full context and the casino’s responsibility in handling such matters.

Kind regards,
COFF33ADDICTED

Gamblezen Casino

• Representative

11 months ago

Hello COFF33ADDICTED and Askgamblers team!

At the time when the player expressed interest in using the loss limit feature, their balance/account was already in significant profit.

Specifically, the player had made a single deposit of 100 EUR and had already initiated successful withdrawals totaling 1,500 EUR — resulting in a profit of 1,400 EUR at that point.

Shortly after, the player submitted and completed another set of three withdrawals for an additional 1,500 EUR, bringing the total withdrawals to 3,000 EUR and the total profit to 2,900 EUR.

As stated in our Terms and Conditions:
“Loss Limits: You can set a limit on how much money you are willing to lose within a day, week, or month. This helps prevent unexpected financial losses based on your initial deposit.”

This feature is specifically tied to the deposited amount and is designed to limit losses from personal funds, not winnings. It does not apply retroactively, nor does it restrict gameplay or withdrawals when the player is in profit.

In this case, the player was never exposed to a financial loss, and the conditions under which the loss limit applies were simply not present. Even if the feature had been applied at that moment, it would have had no effect, as the player’s balance was in a strong positive state throughout.

Given that no loss occurred and that the player withdrew 3,000 EUR in total, we maintain that this complaint is entirely unfounded and respectfully request that it be rejected.

Best Regards,
Gamblezen Casino

AskGamblers

• Support Team

11 months ago

Dear @Coff33Addicted,

Rest assured that the AskGamblers Complaint Team is in contact with the Gamblezen Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Gamblezen Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $803

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Gamblezen Casino Complaints

See all complaints for this casino

Does not accept deposit funds

I made a deposit of €109 or around $125 since 8 hours ago using Crypto method, but until now I have not received my deposit funds, I have not even received any email reply from Gamblezen.

So I ask you to immediately follow up on this case because I know that this site is Askgambler's pride site.

so that this becomes easier for you, and as far as I know this problem is experienced by many other members, so you should lower the Gamblezen rating score

Resolved

€109

Long withdrawal times

Hello, askgamblers, I'd like to ask for your help. I registered at Gamblezen Casino on April 2, 2026, and immediately passed verification. On April 3, 2026, I made two deposits. I lost the first (€99), and won a total of €140 from the second (€22). I withdrew it on April 3, 2026, and it's still being processed. I wanted to contact their support team on the website and ask why my withdrawal is taking so long to process, but the icon for starting a conversation with them disappeared. I emailed them, but they haven't responded. I'm attaching screenshots.

Resolved

Delayed withdrawal since January 2nd

With all due respect. Hello Askgamblers and Gamblezen

I would like to ask for your help regarding my withdrawal issue with the casino Gamblezen.

My account was fully verified on January 2nd. According to Gamblezen, withdrawals should be processed within 24 hours after account verification. I submitted my first withdrawal request on December 31st. After my account was verified, I submitted a new withdrawal request on January 2nd.

Now more than 48 hours have passed since the withdrawal request, and I have received no update or payment from the casino.

I kindly ask AskGamblers for assistance in helping me successfully and as quickly as possible receive my withdrawal from Gamblezen.

Thank you in advance for your support.

Best regards

Rejected

€950

They canceled my withdrawal after 3 days waiting without explication and no notice they had done

First at all, I won 1950$ at gamblezen. When I try to withdrawal, I see they have a limit of 750$ by transactions. So I made 3 different amount for withdrawal my winning. One of 500$CAD, one of 750$ and 700$CAD. The tomorrow i received the first 500$ . But they never send me the 2 other withdrawal. They just let it pending during 3 day, and after that, when I connected to my account Sunday, they have cancel my withdrawal, and they never notice me they had, but they don't give me any explication why.

Nothing. If I don't go see on the website, I will not know they have cancel it. Many time I tried to contact kyc department and support and I never get answers by the kyc, and the support always repeat the same thing, its to contact kyc department by email. But they never answering. I made two other withdrawal, of the same amount. But its look like they will do the same again because I never get any answer, and its impossible to talk to anybody who can answering me. Just to specify, I'm already fully verified and I have already did a withdrawal.

And the winning come from a deposit. I had many chat transcription can send too

Rejected

$1,450

Withdrawal not sent after 14 days and cancelled payment

My account at Gamblezen Casino has been fully verified.

I requested a withdrawal via Revolut over 14 days ago.

The support keeps repeating the same generic responses, and the funds were never sent.

There is no transaction confirmation, and the money has not arrived in my Revolut account.

I am attaching screenshots showing:

– Account verification

– Support messages

– Revolut history (no received transaction)

Please help me resolve this and get my money.

Rejected

€1,000

Today is June 23, 2025, and the remaining two withdrawals are still pending

On June 18, 2025, I made three withdrawals of €500 each, but only one of them was paid on June 20, 2025. This is not correct, as the daily withdrawal limit according to the terms and conditions is €2,000. Today is June 23, 2025, and the remaining two withdrawals are still pending. I have already contacted support, but they haven’t provided any useful information other than telling me not to worry and to email [email protected] for further assistance regarding payments. I sent an email on June 19, 2025, and still haven’t received a reply, which is suspicious because during the account verification process, they responded quickly.

Rejected

€1,000

Delayed payment of 1500nzd

Hello,
My withdrawal is pending now for 6 days for 3 x $500 lots, I asked for a withdrawal 6 days ago and 1 lot of $500 was completed, I had funds for more withdrawal but it got delayed for so long I played, askgamblers says 24 hours pending.
I have sent emails regarding this but not reply
The site says 2k withdrawel daily but since it’s 3 at a time of $500 you cannot do any more cash outs if it’s pending, please reach out

I am fully verified

Resolved

$1,500

No response to my emails regarding to withdrawal

Hi. am so happy with your service.

I have been lucky enough to win some money at gamlezen casino. more precisely 1300 euros.

Started with 300 euros on may 7th. after 4 days i wrote to hear what happened with the payout. wrote again on may 12th. then got a reply on may 13th about some documentation they have already received and approved. but within 30 min i sent the information to them. since then i have written to them and have also put 500 euros for withdrawal on may 10th and 500 euros more on may 14th. so in total they owe me 1300 euros. have tried to contact them again the KYC department and customer support 7-8 times without success.

Rejected

€1,300

Slow payments

Hello,

They delayed so much my withdraws.

I won 12000. I made 3 by 500 withdrawals because they allowed, and they processed only two of them on different days.

Now I have 3 withdrawals pending from 30/04, and the support team tells me to email their payments department. I emailed them 3 times, and no reply.

By the way, from 12000 I ended up with 5000, I know the reason they delayed, so I lose everything.

I am surprised by the comment you have about Gamblezen casino that they have fast withdrawals.

Rejected

€1,500

Deliberately emptying manual verification

The problem was first related to the verification process in the panel included in the gamblezen casino. The system rejected five correct documents with address confirmation in the form of a bank account statement, and then blocked the possibility of verification due to a certain number of attempts. The verification process went to manual form. I sent an email with the required document to the KYC team. Today is the 3rd day and I do not receive any response. The agents from the chat write the same rules all the time. I am deliberately omitted because I won at this casino from a free promotion and it seems that they are doing everything in their power not to pay out the winnings. A common practice used by the Altacore group. And they have a recommendation from askgamblers? Is this a joke? Altacore should be banned until the end of the world and one day longer for these vile practices. I ask for intervention in this matter. Best regards.

Rejected