Gamblezen Casino - Withdrawals are not paid out

Hello, thank you for opening this case.

I have received a single 500 EUR withdrawal today, others are still not confirmed.

I have also aquired more winnings, so the total amount to be withdrawn now is 3860 EUR which is 8 more withdrawals in total (1-7 of 500 EUR and 8th 360 EUR).

I will update about the situation.

Hello, Neomusic8, and Askgamblers team!

We have reviewed this case. At the moment, player has no active or pending withdrawals, and there are no funds remaining on his balance.

Unfortunately, since the funds have already been played and lost by the player, we are unable to provide any assistance in this situation.

Best regards,
Gamblezen Casino

Dear @Neomusic8,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hello,

Yes, I did.
BUT, casino has deliberately kept postponing all of the withdrawals and have actually violated their own Terms and Conditions.

It clearly says in their Terms and Conditions that after successful verification all withdrawals are paid out in 24 hours. Here is the section from casino's Terms and Conditions:
9.5. All withdrawal requests are reviewed on a daily basis, 9.00-18.00 (GMT+3), and processed within 24 hours after a successful identity and account verification. Faster withdrawals are available depending on Player’s VIP status and depositing activity.

This is not the case. Two of my withdrawals (before I played them off) have not been paid out to me in this timeframe. One of the withdrawals was requested for over 72 hours and another around 30 hours.

This is very unfortunate behavior of the casino. I comply with their Terms and Conditions, so I expect the casino to do the same.

Unfortunately it is not the case and I do not believe it is right, therefore I would request to return me the late withdrawals. I am not asking for the whole balance, because it is my fault that another part of the balance was played off. These two withdrawals should have already been in my bank account and not in the casino's account.

Dear @Neomusic8,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

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