Gamblezen Casino - Игрок еще не получил свой выигрыш.

Hi All, 

I recently started playing at Gamblezen and I won good chunk of money. Everything from signing up to KYC was smooth, but when it came down to withdrawals it is probably the most frustrating casino. 

According to their T&C, you can request for withdrawals upto $2000 daily, $5000 weekly, and $20000 monthly, and they only process withdrawal requests during the weekdays. 

I have been struggling to withdraw my funds as I have to request it in 3 different transactions of CAD $750 daily and it takes them 24hrs to process. Most of the time, I either receive 1 or 2 withdrawals or none. 

According to Gamblezen's T&C, if a player wins more than $20,000, they can divide the whole amount into monthly instalments until paid in full. I have contacted their support and referred me to email their KYC (finance department) to request the instalments. 

I have emailed their KYC department multiple times over the past 26 days, and haven't heard back once. I am extremely frustrated with the withdrawals at this website. If they had the withdrawals figured out to be paid in a timely manner, I would change my review.

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 Ujjwalg,

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

Dear Ujjwalg,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi there,

I have been receiving my withdrawals, but in very small amounts. If I request for CAD $2250 per day, I have only been receiving $750. Since I won more than the maximum monthly withdrawal limit, I would like to request to receive all of my balance in maximum monthly instalments. The current withdrawal amount that I have been receiving isn't sufficient to satisfy receiving withdrawals in timely manner.

Dear Ujjwalg, thank you very much for the update. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please summarize how much do you currently need to withdraw in total?
• Could you please share your withdrawal history?
• Could you please share your communication with the casino regarding the delayed withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Ujjwalg,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru