Gamblezen Casino – generel debat (side 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.

Jeg venter på mailen fra 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.

Personligt FRAVIGER jeg kraftigt denne side, hvorfor? Fordi udover at have tusind problemer!!! Det virker lidt som en fupside!!! Bortset fra at jeg prøvede at indbetale en gevinst på 100 euro til banken, kunne jeg ikke gøre det. Jeg var i 2/3 uger uden at vide, hvor de 100 euro var endt. Hjælpen var mere et rod, fordi de bad mig om tusind data for at tjekke, og da jeg fik dem tilbage, vendte de tilbage til spillekontoen, og jeg måtte spille dem igen, hvilket tydeligvis var en simpel operation. Det tog en måned, og det gik ikke godt, tja.... Indtil...

I går havde jeg 90 euro på min spillekonto, i dag åbner jeg den og finder 40, hvorfor??? Faktisk forsvandt en bonus, hvorfor?

Spil 20 cent ad gangen og tab 50 euro uden at modtage en bonus, faktisk ser spillet ud til at tage pis på dig, ikke anbefalet.

sammensættes, blandes, og det viser sig at være en oplevelse, der ikke kan anbefales

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. 🙂

Er der nogen, der ved, hvor lang tid det tager for GambleZen.eu at foretage en simpel verifikation? Min profil siger, at jeg er verificeret, men kontostatussen er stadig afventende. Jeg skrev til support den 10. juli, og de sagde, at jeg burde have modtaget en e-mail, hvori det stod, at jeg skulle have sendt en bankudtog med bevis for bopæl direkte til deres e-mailadresse. Jeg skulle have sendt den. Men jeg modtog den aldrig. Jeg gjorde det med det samme, og intet har ændret sig den dag i dag. Kan nogen hjælpe mig?

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.

Jeg har desværre ikke modtaget nogen e-mails fra dig. Jeg har også tjekket min spam-mappe. Jeg har nu taget et billede af mit bankkort (forside og bagside) og sendt det. Jeg håber, det går hurtigt og problemfrit denne gang. 🙂

Tak for den hurtige hjælp.

Gevinster på €153.146,11 fra rigtige penge efter bonuskonvertering blev slettet

Den 22. juli 2025 indbetalte jeg €74 på GambleZen.com og modtog en indbetalingsbonus på 80%. Jeg aktiverede bonussen, spillede og omsatte mig først til cirka €30.000. Derefter blev alle overskydende bonusgevinster fjernet i henhold til bonusbetingelserne, hvilket efterlod præcis €296 i rigtige penge på min konto.

Disse €296 var ikke længere bonusbundne, fordi jeg havde gennemført hele bonusomsætningen, og en automatisk konvertering til rigtige penge fandt sted.

Jeg fortsatte med at spille med disse €296 i rigtige penge – uden en aktiv bonus, uden en ny indbetaling, uden nye betingelser – og øgede beløbet til €153.146,11.

Den 24. juli 2025 anmodede jeg om en udbetaling på €1.500. Denne anmodning blev dog afvist, og alle mine rigtige pengegevinster på €153.146,11 blev slettet med henvisning til bonusvilkår 1.4 (gevinstgrænse på 5 gange bonusbeløbet) og 1.5 (krav om udbetaling før yderligere spil).

Jeg protesterer mod denne beslutning af følgende årsager:

Mine gevinster på €153.146,11 blev ikke længere opnået med bonuspenge.

Regel 1.4 og 1.5 kan ikke anvendes med tilbagevirkende kraft på gevinster af rigtige penge, efter at bonussen er blevet konverteret.

Jeg modtog ingen besked om, at mit fortsatte spil med de €296 automatisk ville ugyldiggøre mine gevinster.

Dette er en urimelig og uigennemsigtig praksis, som efter min mening overtræder EU's forbrugerbeskyttelsesregler og princippet om ansvarligt spil.

Jeg har allerede kontaktet support, men min anmodning blev afvist uden at sagen blev gennemgået i detaljer.

Jeg opfordrer derfor til:

En fair gennemgang af mit spil,

Gendannelse og udbetaling af mine gevinster på €153.146,11 i rigtige penge.

En konkret forklaring på, hvorfor en påviseligt bonusfri gevinst blev slettet.

Jeg er villig til at fremlægge al dokumentation (indskud, omsætning, kontoudtog).

Kasino: GambleZen

Operatør: Altacore NV (Curaçao)

Betalingsudbyder (EU): Altaprime Ltd, Cypern

Spillerkonto: [LONII]

Indbetaling: €74 den 22. juli 2025

Gevinster i rigtige penge: €296 → €153.146,11

Præmieaflysning: 24. juli 2025

Supportadresse:

Klage: Ulovlig kontoblokering og afvisning af udbetaling hos GambleZen efter GDPR-dataanmodning

Jeg indbetalte penge på GambleZen.com den 22. juli 2025, omsatte en bonus fuldt ud og øgede min saldo med rigtige penge til over €153.000. Efter at have anmodet om en udbetaling den 24. juli blev jeg nægtet en udbetaling på grund af ugyldige bonusvilkår, selvom gevinsterne blev genereret efter at bonussen var blevet omsat fuldt ud.

Den 25. juli anmodede jeg efterfølgende om frigivelse af min komplette spilhistorik og alle konto- og transaktionsdata i overensstemmelse med GDPR. Supporten afviste gentagne gange og instruerede mig i selv at indsamle dataene.

Umiddelbart efter denne anmodning blev min konto blokeret på grund af "spilleafhængighed" – en klar gengældelsesforanstaltning og en krænkelse af mine rettigheder.

Heldigvis optog jeg en video klokken 7:45 den 25. juli, hvilket beviser, at jeg stadig var logget ind normalt på det tidspunkt, og at der ikke var tegn på en forbud eller restriktioner. Kort efter klokken 8:00 blev jeg logget ud uden varsel.

Jeg har omfattende beviser (videoer, skærmbilleder), der fuldt ud dokumenterer hele processen.

Jeg kræver, at GambleZen straks udbetaler mine legitime gevinster, leverer alle data i overensstemmelse med GDPR og ophæver kontospærringen. Casinoets handlinger er uacceptable for mig, og jeg vil benytte alle juridiske og offentlige retsmidler, der er til min rådighed.