Gamblezen Casino – generel debat (side 9)

Hello, an interesting point. Amazing to see you are familiar with the awards and the casinos' situation.

I'd say it depends on how the complaint proceeds and ends up. It's kind of the same as when you accuse someone of crossing the law; until the guilt is proven, there are no persecutions.

I think it's also important to say that the Awards cannot work retroactively; the winners were based on the situation before the results were decided. What happens afterwards, well, happens afterwards. What I can see is that user feedback is good, complaints are resolved effectively, and terms are fair. No issues spotted.

Do you perhaps have personal negative experiences with the casino? We can talk about details.

i casino guru closed my complaint,

but i also want to share this information.

in order to show that Fortuna games act like this by purpose.

Summary of Gambling Losses After Fortuna Games N.V. Became Aware of My Gambling Addiction:

all casinos is operate under same licensnumber and also was that on this days.

MegaRich (June 2024): €375

TrinoCasino (July 2024): €1,000

SpellWin (19 April 2025): €2,500

JettBet (July 2025): €450 in deposits.

Spinmills (September 2025): €744

GambleZen (2026): €3,800

Total Financial Impact

Direct gambling losses after the operator had knowledge of my gambling addiction: approximately €8,869.

These incidents occurred across multiple brands operated under the same licence by Fortuna Games N.V., despite the operator’s documented knowledge of my gambling addiction, previous exclusion, multiple complaints and a complaint submitted to the Curaçao Gaming Control Board.

This is an systematic act by the operator.

who keeps take adventage of me and other players against the exklusion.

Hello and thanks for sharing. I imagine this is a difficult phase, so for the benefit of others, let me highlight how important a direct and clear self-exclusion request remains and how knowing responsible tools before playing in a casino can mean a lot:

"Thank you for your patience throughout this complaint and for providing the additional correspondence. I appreciate the time and effort you invested in documenting the events and explaining your concerns.

After carefully reviewing the information available, I understand why you feel the casino did not do enough to protect you. However, based on the evidence provided, I am unable to conclude that the casino failed to meet the standards required for us to recommend a refund of your gambling losses.

The first reason is that, although your message of June 22 clearly stated that you were experiencing gambling problems and intended to close your account after your withdrawals had been completed, it did not constitute a direct request for self-exclusion. Instead, you primarily requested alternative responsible gambling measures, such as preventing withdrawal cancellations, applying a €1 loss limit, and paying your balance in a single transaction. While these requests reflected your concerns, a clear self-exclusion request is generally the strongest indication that a player is seeking immediate protection from gambling and wishes to stop gambling altogether.

Secondly, the casino acknowledged that the responsible gambling features you requested, including withdrawal protection and loss limits, were not available on its platform at that time. While Casino Guru encourages operators to provide comprehensive responsible gambling tools and considers them good practice, we are not able to penalize a casino solely because it does not offer specific these features.

Finally, according to the correspondence provided, the casino closed your account on June 24. Considering the timeline, we find that the account was closed within approximately 72 hours of your request, which we consider a practical and reasonable timeframe for a casino to process and implement responsible gambling measures.

I understand that this outcome is disappointing, particularly given the losses you experienced. Nevertheless, based on the available evidence, I do not have sufficient grounds to hold the casino responsible for reimbursing the funds that were subsequently lost through gameplay.

For these reasons, I am unable to pursue this complaint further, and it will now be closed.

In the meantime, you have the option to utilize our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm."

I imagine it's not easy, and I'm saying this to make the vulnerable players safer by raising awareness of practical examples.

Ja. Samtidigt så har gruppen mottagit min första begäran om självuteslutning redan 2024 och efter det regelbundet och flertalet gånger mottagit flera begäran om selfexclusion.

one exempel is at jettbet, i could be inloged, deposit and play. But sometimes when i played, i recived popup that in blacklisted due to addiction. But i could keep deposit and play.

so the sytem warned about this but the casino dont act. So this is not any mistake or missunderstanding. Its an active choice from casino.

You may think that 72 hours was a great time for close an account. But actually it has taken them 2 years to do it.

so at least, de despot on 1500 euro should be returned from company if not the 3803 is getting returned.

another problem is i have also ask to use my right of personal data details. I have been trying to recived it on Fortuna gamings casinos, also since 24. But never recived it.

Well, I'm not entirely sure what you aimed to say about some other casino, but I understand gambling is sort of a burden for you. Casino issues can be once more investigated through the complaints, but for now, I'd like to offer support regarding the problem gambling:

info@spelfriheten.se

+46 8 37 43 00

+46 8 660 10 45

Jeg prøver at sige, at din vurdering af min klage er forkert. At denne gruppe systematisk udnytter spilleproblemer.

Det er ikke rimeligt at vente i 72 timer med at afbryde forbindelsen, når der er anmodet om afbrydelse i to år, men operatøren har ignoreret det.

Hello, I understand you see things differently. That's ok.

To be honest, 72 hours is okay for my colleagues because it is applicable at any casino, no matter the weekends for example. In order to sort out proper practices, we needed to start with a benchmark, and this time frame is part of it.

The other one says that we cannot accept cases based on situations older than 6 months. Which makes me believe the mediator assessed your last request to close the account you made to the specific casino.

I imagine it's a challenging situation, of course.

Its 5 casinos, not 1.

I understand you are describing a group, but the complaint feature does not allow challenging more than one casino at the time. Hence, my previous response should help explain the context on our side. 🙏

Hej alle sammen,

Jeg håber, at nogen kan dele deres erfaringer med mig.

I går oprettede jeg en konto hos GambleZen. Desværre lavede jeg en fejl under registreringen: Jeg indtastede ved et uheld mit fødselsår som 1988 i stedet for 1998. Alle andre personlige oplysninger er korrekte.

Samme dag som jeg bemærkede fejlen under KYC-verifikationen, informerede jeg straks supporten via e-mail. Jeg indsendte mit faktiske ID-kort, bevis for adresse og alle de anmodede dokumenter.

Jeg indbetalte i alt cirka €800 og vandt €2.700. Min bekræftelse er i øjeblikket "Afventer", og livechatten informerede mig om, at sådanne sager gennemgås manuelt af finansafdelingen.

Har nogen haft en lignende oplevelse? Blev fødselsdatoen rettet efter indsendelse af identifikationsdokumenterne, og blev verifikationen gennemført?

Jeg sætter pris på enhver ærlig oplevelse. Tak!

Hello, I think it depends a lot on how the casino decides to handle the situation.

Mistakes in personal information can sometimes cause issues during verification. If you entered the wrong year of birth, for example, the casino may refuse to approve your verification because the information does not match your documents.

However, if what happened is that you registered yesterday, immediately noticed the mistake, and contacted the casino to inform them that you had entered incorrect information by accident, then the situation could be different. In that case, the casino may be willing to work with you and resolve the issue rather than simply treating it as a violation and confiscating your funds.

That being said, this is something you should always be very careful about with any casino. Providing incorrect personal details is usually a breach of the Terms and Conditions, and in many cases it can lead to losing your winnings or even not receiving a refund of your deposit.

I would always recommend double-checking your information before creating an account, because these details are very important and players usually only enter them once. If you ever notice that you made a mistake, whether it is your date of birth, name, or any other personal information, the best approach is to contact live chat immediately and ask whether it can be corrected.

Of course, if you go through verification, the casino will likely discover any mismatch anyway.

Let us see what response they give you. Please keep me updated on what the casino says.

Hele live chat-supportpersonalet forsikrede mig om, at problemet var løst, men rådede mig til at kontakte finansafdelingen. Jeg gjorde det, stoppede straks al kontoaktivitet og sendte en e-mail. Indtil videre har jeg ikke modtaget et svar. I dag informerede live chat-supporten mig dog om, at verifikationen var fuldført, men ikke var blevet opdateret i mellemtiden. De anbefalede, at jeg indsendte en udbetalingsanmodning. Efter godkendelse ville dataene blive opdateret, og kontoen ville blive vist som verificeret. Så det gjorde jeg – og var i stand til at indsende udbetalingsanmodningen.

Great, I’m glad to hear that. Hopefully, this means the situation is now resolved, or at least that it will be soon. I really hope you’ll be able to get your money.

It sounds like you communicated with them quite directly and clearly, which is exactly what is needed in a situation like this. And since they recommended that you do exactly what you ended up doing, I hope everything will have a positive outcome.

Definitely let us know how things progress and whether you manage to withdraw your money successfully.

67 complaints, majority rejected. Horrible reviews yet still a 9.5 rating on Casino Guru.... And coincidentally Gamblezen sports the Casino Guru logo......On top of the coincidences, I made a complaint regarding about 12 hours of gaming history which would very clearly prove, even to a 3rd grader, that I won over 2000$, withdrew 750$ and poof! The 750$ withdrawal disappeared and the history never provided. If Matej was handling the complaint, he would have been transparent and adament on getting this resolved. I already know ahead of time, just by who is assigned the complaint, that it will not get resolved. To say I am appaled is an understatement.

Hi,

I understand that you're disappointed with the outcome of your complaint, and you're absolutely welcome to disagree with the conclusion.

However, some of the statements in your post are simply not supported by the facts.

https://casino.guru/gamblezen-casino-review 👈

The complaint statistics you've referenced don't indicate that GambleZen is being "protected." The casino currently has 67 complaints, of which 24 were resolved, 3 remain open, 0 are unresolved, and 40 were rejected. A rejected complaint doesn't mean the casino automatically "won" the case, it simply means that, after reviewing the available evidence, we found no grounds to rule in the player's favor or the complaint couldn't be pursued further.

As for your own complaint, it wasn't rejected because of who handled it. It was rejected because we requested and reviewed the casino's complete gameplay history, including the exact period you claimed contained missing records.

The evidence showed that:

• every withdrawal request and every cancellation was recorded,
• the cancelled withdrawals were returned to your casino balance,
• those returned funds were subsequently used in gameplay,
• and one withdrawal of CAD 750 was successfully processed and paid.

Based on those records, we found no evidence of missing gameplay history or a disappearing withdrawal, which is why the complaint was closed as unjustified.

You're welcome to disagree with that conclusion, but suggesting that complaints are decided based on the assigned specialist or that Casino Guru deliberately inflates ratings is simply not accurate. Every complaint follows the same review process and is evaluated according to the evidence available.

https://casino.guru/complaints/gamblezen-casino-player-s-withdrawal-request-and-account 👈

If new verifiable evidence becomes available in the future, we're always willing to review it. Until then, however, we have no factual basis for changing our conclusion.

Proof was on my side andif someone honest and qualified like Matej handled the complaint he would have uncovered the truth and demanded the missing history which was very clearly proven. Casino Guru decided to protect and should Gamblezen and eventually the truth will come out one way or another.

As I've already explained, the complaint wasn't closed without reviewing the evidence. We requested and examined the complete gameplay history for the period in question before reaching our conclusion.

You're free to disagree with that conclusion, but repeatedly claiming that the investigation was dishonest or that the outcome depended on the person handling the case doesn't make it true.

If you have any new verifiable evidence that wasn't available during the investigation, you're welcome to present it. Otherwise, I don't think repeating the same claims will move this discussion forward.

Actually, when a complaint is launched, the proof is shared with the person who launched the complaint. Always. Game history isn't a secret. A qualified person would have been transparent in sharing the game history. Funny enough, Gamblezen and Casino Guru chose to keep it from me. I wouldn't launch a complaint our of boredom, and certainly not for 750$. Casino Guru handled this very poorly. But, I digress. Casino Guru wants to maintain a 9.5 rating for a corrupt casino. The reason is clear to many more people than you think... Cheers.

I see, Then let's discuss the details.

Which specific part of the investigation do you believe was incorrect or unfair? What exactly do you think the casino did that violated its Terms and Conditions or the principles we apply when mediating complaints?

As I've already explained, the Complaint Team reviewed the complete gameplay history provided for the disputed period before reaching its conclusion. Simply repeating that someone else would have handled the case differently or that Casino Guru decided to protect the casino isn't something we can objectively discuss like this.

If you believe there is a specific inconsistency in the gameplay history or another verifiable issue that was overlooked, feel free to point it out. That gives us something concrete to discuss.

Unless the compalint stays tis way "I have thoroughly reviewed the full gameplay history provided by the casino.

Based on the records, there are no missing entries between May 31 and June 1, as you claimed. Every bet, withdrawal request, and withdrawal cancellation is recorded in the gameplay history."

It's not that I enjoy disagreeing with you, but there is really only one way forward. You need to challenge the findings that were confirmed during the investigation, and that simply can't be done without further verifiable evidence on your side.

It's simple. There is missing history between 31.05.2026 13:37:20 UTC (ID 6062894783) and 01.06.2026 00:16:35 UTC (ID 1155990316). The game history literally stopped and then restarted. During that period two (relatively) decent wins occured. I won approximately CAD $1,420.50 playing Hand of Anubis and approximately CAD $1,200 playing Gates of Olympus Scatter. Following these wins, I submitted two withdrawal requests of CAD $750 each. One was paid. The other disappeared. These two wins are very clearly evident in the game history that isnt recorded. In 17 years, I have never seen this occur at any casino. The casino had acknowledged the Hand of Anubis Win but couldn't explain why it was in those hours of missing history. And they couldnt explain the missing 750$ which they claim I cancelled. Oh, I cancelled a withdrawal in my history there, but the missing 750$ in question, there is no question whatsover that it was cancelled by them and disappeared from the history just like that game history. The reason the game history is important and proves everything is because in their history, it shows how much was left in the balance after each game-play. That would have proven the amount I know they owe me.

The game history is on the site. If what they claim is true, and that no history is missing, then how do they account for the Hand of Anubis win of 1420$ that doesnt appear in their history? Read that again, please. They acknowledge my 1420$ Hand of Anubis win. The game history conveniently ends at 31.05.2026 13:37:20 UTC (ID 6062894783) and then restarts again on 01.06.2026 00:16:35 UTC (ID 1155990316). Every hit, every game. How does anyone explain why the Hand of Anubis win isnt in any of their game history provided?

The reason? Very simple. The win occured between 31.05.2026 13:37:20 UTC (ID 6062894783) and 01.06.2026 00:16:35 UTC (ID 1155990316) as did the other larger win.

Two things can be true at the same time. In this case, the casino acknowledged the 1420$ win in their correspondence but cannot explain why the game history where that occured is not there.

There were hours of playing between the 31.05.2026 13:37:20 UTC (ID 6062894783) and 01.06.2026 00:16:35 UTC (ID 1155990316). I want that history. It's really, really, not very difficult to understand and it's not a big ask. And anyone who says "there is no missing history" then I challenge them with this; if there is no missing game history, how do they explain that the big win in Hand of Anubis (which everyone acknowldges happened) isnt in the pages and pages of game history? To help you understand, here are two screen shots of what the game history looks like. The wins do not appear. They happened between the two date and times I repeatedly reported. I go back to the original question. If no history was missing, and someone claims "I have thoroughly reviewed the gameplay" than have them show me the win of Hand of Anubis of 1420$ and I will accept it.

They cant....and that should have made anyone reviewing the complaint ask that question; "If this is the complete gameplay, and we all acknowledge the Hand of Anubis win, why isn't it in the game history"?

This is what the game history looks like - so it's IMPOSSIBLE to justify a win not appearing unless its MISSING.

I beleive Gamblezen provided a game history and I beleive someone in your team read them. What should have been challenged was "Hey gamblezen, why does the history stop at 31.05.2026 13:37:20 UTC (ID 6062894783) and resume at 01.06.2026 00:16:35 UTC (ID 1155990316)? And if they lie and say "oh, the player didnt play between those hours", then the complaint specialist should have responded, "can you explain why in the history you provided that the win and gamepley of Hand of Anubis doesn'T appear even though you acknowledge in your correspondance that they won 1420$ from that game"?