Gamblezen Casino - O jogador ainda não recebeu os seus prémios.

Greetings,

I redeemed a bonus I received with slots and got €40 in real money.

I proceeded to request €20, but since then, in addition to having already sent everything requested when I opened the account, they are procrastinating even after I sent other documents proving ownership of the account.

The chat is useless because they reply that they can't do anything and to write to kyc@gamblezen.com that since the last time I sent the requested photos, they have not given updates on the verification and withdrawal even though I continue to send emails.

Salve,

ho riscattato un bonus ricevuto con slots diventando 40€ reali.

Ho provveduto a richiedere 20€, ma da allora oltre ad avere già inviato tutto quanto richiesto quando ho aperto il conto, stanno temporeggiando anche dopo che ho inviato altri documenti che dimostrano la proprietà del conto.

La chat è inutile perché rispondono che non possono fare niente e di scrivere a kyc@gamblezen.com che dall'ultimo invio di foto richieste, non danno aggiornamenti sulla verifica e sul prelievo anche se continuo ad inviare emails.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ciruzzo288,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Jean,

The point is not the delay in withdrawing money, but not having any news on the verification status after all the subsequent requests to send it that I have satisfied.

I am always grateful for your support which has already resolved my previous complaint with Kingmaker Casino.

Best regards

[redacted]

Ciao Jean,

il punto non è il ritardo del prelievo, ma non avere notizie sullo stato della verifica dopo tutte le successive richieste di invio che ho soddisfatto.

Vi sono sempre grato del vostro supporto che già ha risolto un mio precedete reclamo con Kingmaker Casino.

Cordiali Saluti

[redacted]

Dear Ciruzzo288,

Thank you for the clarification. Please understand that KYC (Know Your Customer) verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Please post a screenshot of your verification page so we can review which documents have been verified and which are still pending.
• Also, could you please clarify whether the bonus that you claimed was a deposit or no-deposit bonus?

Thank you in advance for your reply.

Greetings,

When I registered, I sent two identity documents, a receipt for a bank transfer with the name and address of the account holder, and my latest electricity bill to prove my address, and they said that was enough.

I started playing by making deposits, but I never won enough to withdraw.

Then I received some free spins on the slot machine with which I won €40 to redeem, which I blackmailed and they became real credit to withdraw; in the meantime, I requested a withdrawal of €20 and they asked me for further proof of the account (which I attach in a photo) which I sent by email on August 15th and since then I have had no further news or responses to my requests for information.

Cordially

[redacted]

Salve,

quando ho fatto la registrazione ho inviato 2 documenti di identità e una ricevuta di bonifico effettuato con intestazione e residenza dell'intestatario del conto e l'ultima fattura della luce a dimostrazione della residenza e mi hanno risposto che bastava.

Ho iniziato a giocare facendo versamenti, ma no ho mai vinto per poter prelevare.

Poi ho ricevuto dei giri gratis alla slot con cui ho vinto 40€ da riscattare che ho ricattato e sono diventati credito reale da prelevare; ho intanto fatto richiesta di prelievo di 20€ e mi hanno chiesto altre dimostrazioni sul conto (che vi allego in foto) che ho inviato per email il 15 agosto e da allora non ho alcuna altra notizia e riposte alle mie richieste di informazioni

Cordialmente

[redacted]

Dear Ciruzzotozzi,

Thank you for contacting us and for the information you provided. We have carefully reviewed your complaint and the status of your account verification.

We contacted our KYC department to expedite the review of your case and determined the exact reason why the verification has not yet been completed.

The issue is as follows:

To complete the verification process and confirm ownership of the bank account, we need an official document (bank statement) that includes the following information:

Your full name (as it appears on your passport).

Your IBAN account number.

Unfortunately, the screenshots you provided from your banking app are not suitable for verification, as they only show the IBAN but do not include your name, which we need to unambiguously match the account to your user account.

What you need to do:

Please request an official account statement (bank statement) from your bank. This document must clearly show your first name, last name, and IBAN.

As soon as you receive this document, please send a high-quality photo or scan to our email address: kyc@gamblezen.com.

Best regards,

Gamblezen casino.

Greetings,

Honestly, from the photos you sent, I can clearly read the IBAN, first name, and last name. You can easily verify whether the IBAN matches the name.

Hoping this is the last barrier, I'll send a bank statement.

I will keep you updated.

Cordially

[redacted]

Salve,

sinceramente dalle foto inviate anche a voi io leggo perfettamente IBAN, Nome e Cognome; poi al momento, si può verificare facilmente se l'IBAN corrisponde al nominativo.

Sperando che sia l'ultima barriera, invierò un estratto conto della banca.

Vi terrò aggiornati.

Cordialmente

[redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ciruzzo288,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean