Queja #10 Gamblezen Casino

A frustrating online casino withdrawal experience

Por Thomps1993

hace 1 año

Last week, I was wronged by this establishment, which unjustifiably withheld my money in an absolutely unacceptable manner.

Now, I find myself in the same situation again. However, this time, it is not a withdrawal of BRL 1,000 but rather BRL 1,500.

Unlike the previous occasion, when I ended up spending the withheld amount, this time, I intend to use it differently.

I would like to see what stance AskGamblers will take regarding this matter.

Casino en conflicto Gamblezen Casino

Motivo Pago retrasado

Cantidad R$1500

Discusión

AskGamblers

• Support Team

hace 1 año

Dear all,

Having in mind that casino provided enough evidence that the disputed payment was paid out before the complaint was published, AskGamblers Casino Complaint Team had no other option but to reject the case.

Thank you all for your cooperation.

AskGamblers

• Support Team

hace 1 año

Dear @Thomps1993,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved 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.

Gamblezen Casino

• Representative

hace 1 año

Dear Thomps1993 and Askgamblers team,

We have reviewed the player’s complaint and would like to provide our official response.

The withdrawal request was created on February 12, 2025, at 20:48 GMT, and processing began on February 13, 2025, at 13:14 GMT. and was sucessfully finished on February 14, 2025, at 15:18 GMT (screenshot in the attachment).

According to our Terms & Conditions - https://gamblezen10.com/pt-br/page/terms-and-conditions
Section 6.6 states:

"All withdrawal requests are processed within three (3) banking days, but there are cases where these timings can be longer, depending on payment channels, additional account checks, and public holidays."

We have not exceeded the standard processing time, and the withdrawal was handled within the expected timeframe.

Additionally, once the processing of the withdrawal began, the player could no longer cancel the request, as the funds had already been sent from our side. At this stage, the transaction was beyond our control and depended on the payment provider’s processing times.

Given this, we consider the complaint unjustified, since we did not violate the withdrawal deadlines and the payment was made within the established time frame according to our T&C.

--
Best Regard
Gamblezen Casino.

Estadísticas de quejas de Gamblezen Casino

Resueltas 4 / 4

Cantidad promedio $473

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

Gamblezen Casino Quejas

Ver todas las quejas contra este casino.

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.

Resuelta

€140

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

Rechazada

€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

Rechazada

$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.

Rechazada

€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,

Rechazada

€7,200

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.

Rechazada

€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

Resuelta

$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.

Rechazada

€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.

Rechazada

€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.

Rechazada