Gamblezen Casino - discussione generale (pagina 5)

But if you have to verify the payment method, it would seem to me that you are not yet verified. Sometimes the casino also asks for additional verification, so if it's not all right, you won't get the money. 

So did you send them the document or what email are you waiting for now?

Same happened to me. I specifically requested casino to never ever open my account even if requested by me. Then after a month or so I requested to reopen my account and it was reopened. Lost nearly 2000 EUR.

This is extremely unfair and disgusting behaviour by the casino. It should be banned and not promoted on CasinoGuru.

I'm waiting for the email from KYC.

estou a espera do e-mail da KYC .

Well, there is a little bit of a word game there, whether the player asked for a closed account or self-exclusion, that makes a big difference for us. 

Of course it is also very important how he did it and how you asked for it. If the player has a gambling problem, it is always necessary to mention it and the casino should act without any question to open the account again. 

It is also important if the player has made a real effort to tell the casino and has used various channels such as live chat, support, email, etc if they are not responding or try to ingnore it. 

So how was it for you? These cases are hard to generalize because even one small thing can make a big difference. 

That's why I always ask to know if it would be possible to help or not.

So you are not yet verified or the additional verification is not completed. 

If this case is dragging on for 14 days, we will try to help. If they don't answer you, please also let me know and we can try to assist you.

Personally I strongly DISCOURAGE this site, why? Because in addition to having a thousand problems!!! It seems a bit like a scam site!!! Apart from the fact that I tried to turn in a 100 euro win to the bank, I couldn't do it, I was for 2/3 weeks without knowing where those 100 euros had ended up, the assistance was more of a mess because to check they asked me for a thousand data, when I managed to get them back they returned to the game account and I had to play them again obviously losing them, a simple operation, it took a month and it didn't go well, well.... Until

yesterday I had 90 euros in my game account, today I open it and I find 40, why??? In fact a bonus disappeared, why?

play 20 cents at a time and lose 50 euros without receiving a bonus, in fact the game seems to be taking the piss out of you, not recommended

put together, mix and it turns out to be an experience not to be recommended

I totally agree with you, RTP in this casino is just weird. I think I got some evidence that casino games are manipulated. I will submit a complaint and we will see how it goes.

I wonder if they found out that you didn't meet the wagering requirements and that is why they returned the money to your account and asked you to finish it first. 🤔

Did you receive any explanation about this?

Also, have you checked if the bonus hasn't expired by any chance?

In this way it would be the reason why your money from the bonus was not there, you know.

Please provide some more details regarding all this, and maybe our complaint team could check it out by contacting the casino, if you wish.

One of the worst casinos regarding withdrawls in my opinion l. Withdrawal limits are super low and super slow, 5 days i have been trying to verify my deposit methods and every time they sent me an email requesting a new piece of evidence for my deposit methods instead of asking for everything in one email they try to drag out the whole verification process to make me play with the money. Now that i am supposedly done with the verification process its been 2 days and the withdrawas is pending. They dont answer my emails and the live support always replies with that frustrating auto generated answer. I found out about this casino from this website (9/10 rating ) i would not even give them 2/10 i am sorry but that rating is diabolical in my opinion

When exactly did you start with the process, if you don't mind me asking?

(Withdwal 26/06) First email i got from them to verify my deposit methods was on the 27/06 so it has been 2 week. They first asked for verification for my neteller account then they canceled my withdrawal and told me to use another method to withdraw , once i did that they wanted to verify the new method that THEY asked me to withdraw with and now they wont reply to my emails. I played at 10+ casinos over time and this has been the most frustrating withdrawal process i ever had. Now i have not received a response for 3 days. Their support always come up with an excuse that they have alot of work load or some bullshit like that. Are you kidding me? How long do they need it’s an absolut disgrace

This must be frustrating for sure.

Why did they ask you to change the withdrawal method, though? I don't understand that, actually.

I would surely suggest you now submit a complaint here. Our team will intervene in your case, as it has been way too long for you to wait.

What do you say? Will you go for it?

Here is the link for you. Please describe the issue well so we can start to investigate.

Hey, thanks for the response, i actually reaceives the withdrawal yesterday afternoon. I have bo idea why the asked me to change withdrawal methods even after the verification was successful but one thing is for sure that i am never playing with that casino ever again

Hi layoutstudiocy!

Thank you for your message. To clarify the situation:

On June 27, you made deposits using a bank card and then requested withdrawals to an e-wallet (Neteller). These two withdrawal requests were canceled with a request to use Bank Transfer instead, because after depositing with a card, the withdrawal must go back to a bank account.

After that, account verification was requested. You provided all the necessary documents, and yesterday your account was verified, and your withdrawal to the bank was successfully processed and paid out.

We completely understand that this process might have been discouraging or frustrating, and we sincerely apologize for any inconvenience caused. To make it up to you, we’ve sent you a no-deposit bonus offer to your email — we hope you’ll give us another chance and come back to enjoy your time here.

Nice that it was successful.

I also can see that the casino has explained the whole situation, so now it is understandable.

Of course, it is up to you whether you play there again or not. 🙂

Does anyone know how long GambleZen.eu takes for a simple verification? My profile says I'm verified, but the account status is still pending. I wrote to support on July 10, and they said I should have received an email stating that I should have sent a bank statement with proof of residence directly to their email address. I was supposed to send it. But I never received it. I did it right away, and nothing has changed to this day. Can anyone help me?

Hat jemand eine Ahnung wie lange GambleZen.eu für eine einfache Verifizierung brauch? Im Profil steht das ich Verifiziert bin, aber Status des Kontos ist immer noch in Arbeit. Hatte am 10.07 den Support geschrieben und die meinten ich sollte eine Mail bekommen haben, in der steht das ich ein Kontoauszug mit Wohnsitznachweis direkt an die E-Mail [email protected] schicken soll. Diese hatte ich aber nie erhalten. Hab das dan direkt gemacht und bis heute hat sich nichts geändert. Kann mir da jemand helfen?

Hi hanxiety,

We’ve checked your case with our KYC department, and here is the current situation:

We sent you two emails with detailed instructions regarding the required documents. Unfortunately, both times you submitted the same document (a bank statement) which does not meet the requirements.

At this moment, we’re still waiting for the correct document from you. Please send either:

a screenshot from your online banking clearly showing your IBAN and the account holder’s name,

or, if that’s not possible,

a photo of your bank card showing the IBAN, BIC, and the account holder’s name.

Once we receive the correct document, we’ll be happy to proceed with the verification of your account as quickly as possible.

If you need us to resend the instructions, feel free to contact our KYC team directly via email.

Unfortunately, I haven't received any emails from you. I also checked my spam folder. I've now taken a photo of my bank card (front and back) and sent it. I hope it goes quickly and smoothly this time. 🙂

Thanks for the quick help.

Leider kriege ich keine E-Mails von Ihnen, ich habe auch im Spam Ordner nachgeschaut. Ich habe jetzt meine Bankkarte (Vorder- und Rückseite) fotografiert und abgeschickt. Hoffe das es diesmal schnell und reiblungslos klappt. 🙂

Danke für die schnelle Hilfe.

Winnings of €153,146.11 from real money after bonus conversion were deleted

On July 22, 2025, I deposited €74 at GambleZen.com and received an 80% deposit bonus. I activated the bonus, played, and initially wagered my way to approximately €30,000. Afterward, all excess bonus winnings were removed according to the bonus terms and conditions, leaving exactly €296 in real money in my account.

These €296 were no longer bonus-bound because I had fulfilled the entire bonus turnover and an automatic conversion into real money took place.

I continued playing with these €296 in real money – without an active bonus, without a new deposit, without new conditions – and increased the amount to €153,146.11.

On July 24, 2025, I requested a withdrawal of €1,500. However, this request was declined, and my entire real money winnings of €153,146.11 were deleted, citing bonus terms 1.4 (winning limit of 5× bonus amount) and 1.5 (requirement to withdraw before further play).

I object to this decision for the following reasons:

My winnings of €153,146.11 were no longer achieved with bonus money.

Rules 1.4 and 1.5 may not be applied retroactively to real money winnings after the bonus has been converted.

I did not receive any notification that my continued play with the €296 would automatically void my winnings.

This is an unfair, non-transparent practice which, in my opinion, violates EU consumer protection rules and the principle of responsible gaming.

I have already contacted support, but my request was rejected without the case being reviewed in detail.

I therefore call for:

A fair review of my gameplay,

The recovery and payout of my real money winnings of €153,146.11,

A concrete explanation as to why a demonstrably bonus-free win was deleted.

I am willing to provide all evidence (deposit, turnover, bank statements).

Casino: GambleZen

Operator: Altacore NV (Curaçao)

Payment service provider (EU): Altaprime Ltd, Cyprus

Player account: [LONII]

Deposit: €74 on July 22, 2025

Real money winnings: €296 → €153,146.11

Prize cancellation: July 24, 2025

Support address:

Gewinn von €153.146,11 aus Echtgeld nach Bonusumwandlung wurde gelöscht

Am 22. Juli 2025 habe ich bei GambleZen.com €74 eingezahlt und einen 80 %-Einzahlungsbonus erhalten. Ich habe den Bonus aktiviert, gespielt und mich zunächst auf ca. €30.000 hochgespielt. Danach wurden gemäß den Bonusbedingungen alle überschüssigen Bonusgewinne entfernt – es blieben genau €296 als Echtgeld auf meinem Konto übrig.

Diese €296 waren bereits nicht mehr bonusgebunden, denn ich hatte den kompletten Bonusumsatz erfüllt und eine automatische Umwandlung in Echtgeld erfolgte.

Mit diesen €296 echtem Geld habe ich weitergespielt – ohne aktiven Bonus, ohne neue Einzahlung, ohne neue Bedingungen – und den Betrag bis auf €153.146,11 erhöht.

Am 24. Juli 2025 stellte ich eine Auszahlung über €1.500. Diese wurde jedoch abgelehnt, und mein gesamter Echtgeldgewinn von €153.146,11 wurde gelöscht – mit dem Verweis auf die Bonusbedingungen 1.4 (Gewinnlimit von 5× Bonusbetrag) und 1.5 (Pflicht zur Auszahlung vor weiterem Spiel).

Ich widerspreche dieser Entscheidung aus folgenden Gründen:

Mein Gewinn von €153.146,11 wurde nicht mehr mit Bonusgeld erzielt.

Die Regeln 1.4 und 1.5 dürfen nicht rückwirkend auf Echtgeldgewinne nach erfolgter Bonusumwandlung angewendet werden.

Ich habe keine Benachrichtigung erhalten, dass mein weiteres Spielen mit den €296 zu einer automatischen Ungültigkeit des Gewinns führen würde.

Es handelt sich hier um eine unfaire, intransparente Praxis, die meiner Meinung nach gegen EU-Verbraucherschutzregeln und den Grundsatz des verantwortungsvollen Spielbetriebs verstößt.

Ich habe bereits beim Support nachgehakt, jedoch wurde mein Anliegen abgelehnt, ohne dass der Fall im Detail überprüft wurde.

Ich fordere daher:

Eine faire Überprüfung meines Spielverlaufs,

Die Wiederherstellung und Auszahlung meines Echtgeldgewinns von €153.146,11,

Eine konkrete Erklärung, weshalb ein nachweislich bonusfreier Gewinn gelöscht wurde.

Ich bin bereit, alle Beweise (Einzahlung, Umsatz, Kontoauszüge) zur Verfügung zu stellen.

Casino: GambleZen

Betreiber: Altacore N.V. (Curaçao)

Zahlungsdienstleister (EU): Altaprime Ltd, Zypern

Spielerkonto: [LONII]

Einzahlung: €74 am 22. Juli 2025

Echtgeldgewinn erzielt: €296 → €153.146,11

Löschung des Gewinns: 24. Juli 2025

Support-Adresse: [email protected]

Complaint: Unlawful account blocking and denial of withdrawal at GambleZen following GDPR data request

I deposited at GambleZen.com on July 22, 2025, fully wagered a bonus, and increased my real money balance to over €153,000. After requesting a withdrawal on July 24, I was denied a withdrawal due to invalid bonus terms, even though the winnings were generated after the bonus had been fully wagered.

On July 25, I subsequently requested the release of my complete game history and all account and transaction data in accordance with the GDPR. Support repeatedly refused, instructing me to collect the data myself.

Immediately after this request, my account was blocked on the grounds of "gambling addiction" – a clear retaliatory measure and violation of my rights.

Fortunately, I recorded a video at 7:45 a.m. on July 25, which proves that I was still logged in normally at that time and there were no signs of a ban or restrictions. Shortly after 8:00 a.m., I was logged out without warning.

I have extensive evidence (videos, screenshots) that fully documents the entire process.

I demand that GambleZen immediately pay out my legitimate winnings, provide all data in accordance with GDPR, and lift the account freeze. The casino's actions are unacceptable to me, and I will pursue all legal and public remedies at my disposal.

Beschwerde: Unrechtmäßige Kontosperrung und Verweigerung der Auszahlung bei GambleZen nach DSGVO-Datenanforderung

Ich habe am 22. Juli 2025 bei GambleZen.com eingezahlt, einen Bonus vollständig umgesetzt und meinen Echtgeldbetrag auf über €153.000 erhöht. Nach der Beantragung einer Auszahlung am 24. Juli wurde mir diese unter Bezug auf unzulässige Bonusklauseln verweigert, obwohl die Gewinnsumme nach vollständiger Bonusumwandlung entstanden ist.

Daraufhin forderte ich am 25. Juli gemäß DSGVO die Herausgabe meines vollständigen Spielverlaufs und aller Konto- sowie Transaktionsdaten. Der Support lehnte dies mehrfach ab und wies mich an, die Daten selbst zu sammeln.

Unmittelbar nach dieser Forderung wurde mein Konto mit der Begründung „Spielsucht" gesperrt – eine klare Vergeltungsmaßnahme und Verletzung meiner Rechte.

Zum Glück habe ich um 07:45 Uhr am 25. Juli noch ein Video aufgenommen, das belegt, dass ich zu diesem Zeitpunkt noch normal eingeloggt war und keinerlei Hinweise auf eine Sperrung oder Einschränkungen sichtbar waren. Kurz nach 08:00 Uhr wurde ich ohne Vorwarnung ausgeloggt.

Ich verfüge über umfangreiches Beweismaterial (Videos, Screenshots), das den gesamten Ablauf lückenlos dokumentiert.

Ich fordere von GambleZen die sofortige Auszahlung meines rechtmäßigen Gewinns, Herausgabe aller Daten gemäß DSGVO und die Aufhebung der Kontosperrung. Das Vorgehen des Casinos ist für mich inakzeptabel und ich werde alle mir zur Verfügung stehenden rechtlichen und öffentlichen Mittel nutzen.