Gamblezen Casino - Spillerens konto blev lukket på grund af ludomani.

Hello, became a member of the gamblezen casino. I played for a long time and then submitted requested documents to get my money. Still had 400 euros left which I couldn't withdraw because I had a limit of 100 euros per day I guess. Have been in contact with support. All of a sudden my account becomes disabled where they write that due to a gambling addiction. Firstly, they can really do that and secondly, I wonder what happens to my money that I have requested. Thank you for the reply, etc. Bonita B.

Hej blev medlem på casinot gamblezen. Jag spelade länge och skickade sedan in ombedda handlingar för att få mina pengar. Hade fortfarande 400 euro kvar som ja inte kunde ta ut eftersom ja hade en gräns på 100 euro per dag antar jag. Har varit i kontakt med supporten. Helt plötsligt blir mitt konto disabled där de skriver att de pågrund av ett spelmissbruk. För de första kan de verkligen göra så och för det andra så undrar jag vad som händer med mina pengar ja har begärt ut. Tacksam för svar mvh Bonita B.

Dear Bonniez,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

When was your account blocked? Was it during the KYC process or during your chat with customer support? Did you request to be self-excluded from this casino, or did you mention any concerns regarding your gambling habits?

Have you received any emails from the casino after your account was disabled? If yes, please forward them to me at veronika.l@casino.guru. Also include all other relevant communications and evidence for the investigation of your case. I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, dear CasinoGuru and Bonniez!

The player's account is not closed by Gambling Addiction, it must be a mistake. We apologize for the inconvenience.

The player’s account is fully verified, the player can play in our casino and also request withdrawals without any issues.

Today (5th of August 2024) a withdrawal of funds in the amount of 37 euros was processed successfully. Please allow some time for the funds to appear in your account.

Currently the player has zero balance and no active withdrawals with a pending status.

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Respectfully,

Gamblezen Casino Representative

Dear Bonniez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you, dear Gamblezen Casino representative, for providing us with the information regarding the player's problem.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.