Complaint #79 Gamblezen Casino

Withdrawal not paid and account temporarily blocked

By Kornelius S.

4 days ago

Hi Admin,
I want to make a complain for gamblezen, I play on this casino last month and get a big win on casino and when i try to request withdraw they need to check the gaming session and after complete it .I try again to withdraw and they ask me to send my bank details include IBAN, ( this is funny because i made a deposit and request withdraw with crypto payment ). I already ask them why, but they said they will pay me with bank transfer, and 5 days ago I send them all document needed, but still not get any feedback.

Disputed Casino Gamblezen Casino

Reason Delayed payment

Amount €7000

Discussion

89 hours left for Gamblezen Casino to respond.

kornelius19

• Asia

6 hours ago

Dear AskGamblers Team and Gamblezen Casino,

I would like to clarify the timeline and context of this issue, as the Casino’s response omits several critical delays that occurred prior to 27 June 2026. This complaint was not filed prematurely; rather, it is the result of a process that has been ongoing for nearly two months.

Please consider the following chronological facts of the case:

13 May 2026: I submitted my initial withdrawal requests. The Casino then informed me that my gameplay was undergoing a routine check, which would take approximately 14 business days or more.

5 June 2026: After a long wait, I received two emails. The first stated that the gameplay check was complete. The second requested that I upload banking documentation. Crucially, my account was also temporarily disabled/deactivated at this point (as shown in the private screenshots attached to this complaint).

Regarding the Banking Documents: I deposited exclusively using Cryptocurrency, which is why a request for traditional banking/fiat documentation felt unusual and unexpected. Furthermore, the delay in uploading these documents was due to the fact that I was working out of town and did not have immediate access to my home records.

27 June 2026: As soon as I returned home, I uploaded all the requested bank documents.

7 July 2026 (Today): I received an official email from the Casino stating: "Our account has been successfully verified! Now you can make deposit and withdrawal transactions without additional verification." (Screenshot attached).

Conclusion and Current Status:
The Casino claims that I escalated this matter after only five days. In reality, my funds have been held up since 13 May 2026—nearly 8 weeks ago.

While I am pleased to hear that my account is now officially verified as of today, 7 July 2026, my 3 pending withdrawal requests have still not been processed or sent to my wallet.

Since the verification is fully complete and there are no further roadblocks, I respectfully request that the Casino process my withdrawals immediately. I ask the Casino to provide the exact date and schedule for when these payments will be dispatched.

Thank you, AskGamblers team, for your ongoing assistance in resolving this matter.

Gamblezen Casino

• Representative

11 hours ago

Dear AskGamblers Team,

We respectfully believe that this complaint has been submitted prematurely and should therefore be considered unfounded.
The Player's withdrawal has never been rejected, cancelled or confiscated. At the time this complaint was submitted, the withdrawal remained pending solely because the account was undergoing an additional verification procedure carried out in accordance with our Terms & Conditions.
As provided in Section 4.3 of our Terms & Conditions, the Casino reserves the right to carry out additional verification and identification procedures for any withdrawal in order to comply with its AML obligations.
Furthermore, Section 6.1 provides that Players may be requested to provide KYC documentation, bank statements, proof of ownership of payment methods and that additional requirements may apply depending on the payment channels used.
In addition, Section 6.12 expressly states that, prior to approving a withdrawal, the Casino may request additional identification documents and perform any further verification procedures considered necessary to verify the Player's identity and payment details.
In this particular case, the Player had already successfully completed the standard KYC verification. Subsequently, as part of an additional withdrawal verification procedure, the Player was requested to provide banking documentation. The requested documents were submitted on 27 June 2026, and this complaint was filed approximately five days later, while the verification process was still ongoing.
At no point had the Casino informed the Player that the withdrawal had been rejected, that the winnings would not be paid, or that the account had been permanently restricted. The withdrawal remained pending solely because the mandatory verification procedure had not yet been completed. The existence of an ongoing verification procedure should not be interpreted as a refusal to process or pay a withdrawal.
Furthermore, Section 13.3 of our Terms & Conditions sets out the Casino's internal complaint handling procedure, under which complaints may be acknowledged within seven (7) calendar days. Rather than allowing the ongoing verification procedure to conclude or making use of the Casino's internal resolution process, the Player escalated the matter to AskGamblers approximately five days after submitting the requested documentation, before any final decision regarding the withdrawal had been made.
As the verification was being conducted strictly in accordance with our Terms & Conditions, and no adverse decision had been taken against the Player, we respectfully submit that this complaint was filed prematurely.
For the reasons set out above, we respectfully request that this complaint be considered unfounded and closed with the status Rejected.

Best regards,
Gamblezen Casino.

kornelius19

• Asia

1 day ago

Hi Admin,

My balance is arround 7000 euro, and my request withdraw 500 euro ( the max req per transaction)

AskGamblers

• Support Team

1 day ago

Dear Gamblezen Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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

Unable to set loss limit

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 [email protected] 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,

Rejected

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