Gamblezen Casino - El retiro del jugador se retrasa debido a solicitudes de documentos.

I am already verified. However, the casino keeps sending me emails requesting that I submit documents.

Ich bin bereits verifiziert. Leidet schickt mie das casino immwr wieder mails, das ich unterlagen einreichen soll

Dear montanamel,

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 clarify your situation.

Could you please specify which documents you uploaded to your casino profile when your verification was requested?

Which documents are you now being asked to submit to the casino for verification?

Do you have any pending withdrawal requests in your account?

Did you accumulate your winnings with or without a bonus?

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

I have uploaded my ID and bank cards (front and back). Now the casino wants my bank card and credit card, ID and Skrill bank statement again. But I did not deposit with Skrill, but with bitcoin.

We had a bonus, but we didn't use it. The money is no longer visible.

ich habe meinen ausweis, bankkarten ( vorder und rückseite hochgeladen . Nun möchte das casino wieder die bankkarte und kreditkarte, ausweis und skrill kontoauszug haben. ich habe jetzt aber nicht mit skrill eingezahlt, sondern mit bitcoin.

wir hatten einen bonus, den wir aber nicht genutzt haben. Das Geld ist jetzt auch nicht mehr zu sehen.

Please understand that the casino has the right to request additional documents for verification if necessary. The best course of action is to comply with the casino's request and upload the documents as soon as possible, ensuring they are in the correct format.

• Have you already uploaded the required documents to your casino profile as instructed?
• Could you also let me know if any of your documents have been successfully verified?

If you have any relevant communication with customer support about the verification requirements, please forward it to me at veronika.l@casino.guru. This will help us better understand the situation and support you further. Thank you!

I have sent the required documents in my profile and by email to the address provided. I did this several times.

I get the same emails every time with the same content. Always uploading the same documents. I've done that 5 times already!

ich habe die erforderlichen Dokumente in meinem profil und oer mail an die angegebene Adresse geschickt. Das mehrmals.

Ich bekomme jedesmal die selben mails mit dem selben inhalt. Immer die selben dokumente hochladen. Das habe ich bereits 5 mal getan!

Thank you for the details. Has the casino provided a specific reason as to why your documents could not be approved and verified? It’s important to ensure that the documents contain all required information and are submitted in the correct format.

Please forward the communication between you and the casino concerning the unsuccessful verification to my email at veronika.l@casino.guru. Kindly include the most recent documents you submitted for verification as well.

Hello, dear Montanamel and Veronika.

For successful verification of the client GZ_MONTANAMEL, we still require the following documents:

Documents for account DE91100100100364718138 (screenshots showing IBAN / BIC / holder's address, or a photo of the bank card with this information).

A deposit was made from this account: GZ_MONTANAMEL_22514646 (2024-07-06 22:45:11). The client provided cropped photos of the bank card showing the account number, but essential information was partially obscured, so these were not accepted.

Documents for account DE57100110012996133139 (screenshots showing IBAN / BIC / holder's address, or a photo of the bank card with this information). A withdrawal has been requested to this account. The client has not previously provided any documentation for this account.

A photo of the back of card 535585******2766 (a third-party card), with the first 6 and last 4 digits of the card number visible. Deposits were made with this card: GZ-MONTANAMEL-27359214 / GZ-MONTANAMEL-27037987 / GZ-MONTANAMEL-26540569 / GZ-MONTANAMEL-26143821 / GZ-MONTANAMEL-25842179 / GZ-MONTANAMEL-25826858 / GZ-MONTANAMEL-25696574 / GZ-MONTANAMEL-25695747. The client provided a photo of the card, but it did not show all required information.

A selfie of the cardholder of card 535585******2766 (Dawid Pakmur) holding the card in their hand.

A screenshot of the Skrill wallet displaying the email associated with the wallet and the holder's information. Deposits from this method: GZ_MONTANAMEL#24952757 (2024-09-01 11:05:54) and GZ_MONTANAMEL#25638251 (2024-09-15 03:17:29). The client provided a screenshot, but the email associated with the account was not visible. (This information was requested as previously the player have made deposit from Skrill account)

--

Best Regards,

Gamblezen Casino

Hello,

It's great how detailed you write what is needed. Why can't you just write it like that.

I sent all the required documents again by email. And what happened? Exactly, 20 minutes later I received another email asking me to upload various documents. Is this a joke?

I really don't want to do this anymore. Pay me the winnings and close the account.

Hallo,

es ist super wie ausführlich sie schreiben was benötigt wird. Warum kann man dennnicht gleich so schreiben.

Ich habe alles erforderlichen Unterlagen abermals per Mail geschickt. Und was passiert?Genau,ich bekomme 20 min später wieder eine Mail, in der ich aufgefordert werde, diverse Unterlagenhochzuladen. Ist das ein Witz?

Ich habe echt keineLust mehr auf das. Zahlt mir den Gewinn ausund schließt das Konto.

Hello, Montanamel!

We understand that providing documents can feel inconvenient, but it’s an important measure to protect your security and prevent potential fraud. Since multiple payment methods, including third-party ones, were used, we need to ensure all data complies with our requirements.

Please provide a screenshot of your Skrill account showing your email and documents verifying the account details for the withdrawal (DE57100110012996133139). We are missing only these documents.

Once these documents are submitted, your account and payment methods will be fully verified, allowing you to make withdrawals in the future without any issues or additional verification.

Thank you for your understanding and cooperation!

Best regards,

Gamblezen Casino

Hello Gamblezen Casino,

So all documents have been sent to you by email. If that is not enough, then it is arbitrary.

I would be happy if my winnings were paid out as soon as possible.

Lg Montanamel

Hallo Gamblezen Spielbank,

So alle unterlagen sind per Mail an euch geschickt. Wenn das jetzt nicht ausreichens ist, dann ist es Willkür.

Ich würde mich freuen, wenn mein gewimn schnellstmöglich ausgezahlt wird.

Lg Montanamel

Hello, Montanamel!

We are pleased to inform you that your documents have been successfully verified, and your withdrawal of 140 EUR has already been processed.

We sincerely apologize for the extended verification process, and we’re grateful for your cooperation in helping us complete it. We’re happy to have resolved this together!

We would also like to note that now your account is verified, so you can easily make deposits and request withdrawals anytime.

Best regards,

Gamblezen Casino

Hello Gamblezen Casino,

Thank you very much for processing this so quickly. A huge weight has been lifted from my shoulders... Now I just need luck to pull its weight in the next game.

Thanks again and also thanks to casino guru.

Montanamel

Hallo Gamblezen Spielbank,

Vielen lieben Dank für das schnelle bearbeiten. Mir ist ein riesiger stein vom herzen gefallen..... Jetzt muss nur noch fortuna beim nächsten spiel mitziehen.

Nochmals danke und auch danke an casino guru.

Montanamel

Dear Gamblezen Casino representative,

Thank you very much for guiding the player through the verification process.

Dear montanamel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika 

Casino.Guru