Gamblezen Casino - Jugador que enfrenta problemas de retiro con Neteller.

I received a promo a week ago about rating the casino as the best new casino and I rated it with the highest score, they gave away free spins if you did it and I did. The next day I received the transfers, I completed the x40 rollover and I was left with 29 euros of real balance that I later converted to 79 euros. I spoke to support to find out how I could release and they told me that I had to deposit a minimum amount to withdraw my profits (which I did via Neteller), after making the deposit of 20 euros I could supposedly withdraw my 79 euros safely, but from there they started problems. I made the first withdrawal request and waited 1 day for it to be processed but they sent me an email that I had to verify my Netteler account (well it makes sense), after I did that I waited one more day for them to verify the digital wallet, I made a request new last that day and they took 39 euros from me because the minimum profit from those shots was 40 euros (but I completed the rollover and they gave me 20 euros of real balance that I later converted to 79) then my withdrawal that I requested was 79 they left me with 40 euros, well in this case I was already upset and I just wanted to withdraw that 20 and get my 20 back from the deposit so I created another withdrawal request and I received another email stating that they cannot process my withdrawal because Neteller does not allow them to send funds and that is why I have to make another deposit of 20 euros more so that they can give my funds and they only have NETTLER and withdrawals in crypto wallets which I do not have and I do not plan to have at the moment, the point is that I told them that I only have Netteler, which I already have. verified and on top of that it is the same method that I deposited and I can withdraw calmly through that same method (this is their policy to withdraw through where you deposited), issue that I send them emails about that I want my money and I do not plan to deposit again because I had already made the first I deposited before and I already complied with everything they had told me before, but they keep saying that I cannot withdraw through Neteller because it is their mistake (but how fast it is to deposit with Neteller at their casino and to withdraw by that same method they put only obstacles) and I have to deposit by another means again to be able to withdraw by that same means, and the support chat only sends the same message when you want a solution or guidance, oh and the deposit you have to play 3 times to be able to release it, I continue today with the same problem and the only thing they do is cancel my withdrawal requests and asking me to deposit again, it is a casino that from my personal experience they did not recommend and I made withdrawals in Vulkan Vegas and HitSpin and I did not have any withdrawal problems . My Gamblezen username is DEU*****Z.

Me llegó una promo hace una semana sobre calificar al casino como mejor nuevo y los califique con máxima puntuación,regalaban giros gratis si lo hacías y lo hice. Al día siguiente me llegó los giros, lo realicé complete el rollover x40 y me quedé con 29 euros de saldo real que luego convertí a 79 euros . Hable con soporte para saber cómo podía liberar y me dijieron que debia depositar un monto mínimo para retirar mis ganancias (cosa que hice vía Neteller) , luego de realizar el depósito de 20 euros supuestamente ya podía retirar tranquilamente mis 79 euros, pero desde allí empezaron los problemas. Realicé la primera solicitud de retiro y espere 1 día para que lo procesen pero me mandaron un correo que debía verificar mi cuenta de Netteler (bueno tiene sentido) ,luego que hice eso esperé un día más para que verifiquen la billetera digital , realice una solicitud nueva pasado ese día y me quitaron 39 euros porque la ganancia mínima de esos tiros eran 40 euros (pero yo complete el rollover y me dieron 20 eu. de saldo real que luego convertí a 79 ) entonces mi retiró que solicité de 79 me dejaron con 40 euros , bueno en este caso ya estaba molesto y solo quería sacar eso 20 y recuperar mis 20 del depósito entonces cree otra solicitud de retiro y me llega otro correo que no pueden procesar mi retiro porque Neteller no los deja enviar fondos y que por ello tengo que realizar otro depósito de 20 euros más para que puedan dar mis fondos y solo tienen NETTELER y retiros en billeteras crypto lo cual no tengo y no pienso tener por el momento, el punto es que les dije que solo tengo Netteler que ya la tengo verificada y encima es el mismo método que deposite y pueda retirar tranquilamente por ese mismo (así es su política de ellos retirar por dónde depósitaste ) , cuestión que les envío correos sobre que quiero mi dinero y no pienso depositar nuevamente porque ya había realizado el primer depósito anteriormente y ya cumplí con todo lo que me habían dicho antes, pero ellos siguen diciendo que no puedo retirar por Neteller porque es un error de ellos ( pero que rápido es depositar con Neteller a su casino y para retirar por ese mismo método ge ponen solo trabas) y debo depositar por otro medio nuevamente para poder retirar por ese mismo medio, y el chat de soporte solo envía el mismo mensaje cuando quieres una solución o orientación, ah y el depósito tienes que jugarlo 3 veces para poder liberarlo , sigo al día de hoy con el mismo problema y lo único que hacen es cancelar mis solicitudes de retiro y pidiendo que deposite nuevamente, es casino que por mi experiencia personal no recomendó y eso que realicé retiros en Vulkan Vegas y HitSpin y no tuve ningún problema de retiro. Mi usuario de Gamblezen es DEU*****Z.

Dear DeuzwaveZ,

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.

How did the casino explain that you are not allowed to use Neteller for withdrawing? Please forward me all the communication between you and the casino that could be relevant to the investigation. My email address is veronika.l@casino.guru

Do I understand correctly that you see Neteller as a payment method that is possible to choose when you try requesting a withdrawal?

Is this the first time you requested a withdrawal from this casino?

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 Veronika, as I said, I try to withdraw via Neteller but they only tell me that:

Unfortunately, due to technical reasons your withdrawal to a Neteller wallet cannot be executed by our Financial Department.

And they don't specify a specific reason, I try to communicate with them every day by email but they never respond, technical support only tells me: "contact the financial area through this email kyc@gamblezen.com ". But they never responded to me. And if it is the first time I try to withdraw at this casino, they have their policy that withdrawals must be by the same deposit method, if from the beginning they told me that withdrawals cannot be made by Neteller would never have put in a single cent because they only use that digital wallet and Cryptos but I don't use Cryptos. I'm already tired of this, I just want my money.

Hola Veronika , cómo te decía intento retirar vía Neteller pero solo me dicen que :

Unfortunately, due to technical reasons your withdrawal to a Neteller wallet cannot be executed by our Financial Department.

Y no me especifican una razón concreta, intento comunicarme todos los días por correo con ellos por correo pero nunca responden , soporte técnico solo me dice: " comunícate con el área financiera mediante este correo kyc@gamblezen.com ". Pero jamás me respondieron . Y si es la primera vez que intento retirar en este casino , tienen su política de que los retiros deben ser por el mismo método de depósito, si desde un primer momento me decían que no se pueden hacer retiros por neteller jamás hubiera metido un solo centavo porque solo usan esa billetera digital y Cryptos pero yo no uso Cryptos . Ya estoy cansado de esto solo quiero mi dinero

Hello Veronika, as I said, I try to withdraw via Neteller but they only tell me that:

Unfortunately, due to technical reasons your withdrawal to a Neteller wallet cannot be executed by our Financial Department.

And they don't specify a specific reason, I try to communicate with them every day by email but they never respond, technical support only tells me: "contact the financial area through this email kyc@gamblezen.com ". But they never responded to me. And if it is the first time I try to withdraw at this casino, they have their policy that withdrawals must be by the same deposit method, if from the beginning they told me that withdrawals cannot be made by Neteller would never have put in a single cent because they only use that digital wallet and Cryptos but I don't use Cryptos. I'm already tired of this, I just want my money.

I talk to them by email and they never respond

Hola Veronika , cómo te decía intento retirar vía Neteller pero solo me dicen que :

Unfortunately, due to technical reasons your withdrawal to a Neteller wallet cannot be executed by our Financial Department.

Y no me especifican una razón concreta, intento comunicarme todos los días por correo con ellos por correo pero nunca responden , soporte técnico solo me dice: " comunícate con el área financiera mediante este correo kyc@gamblezen.com ". Pero jamás me respondieron . Y si es la primera vez que intento retirar en este casino , tienen su política de que los retiros deben ser por el mismo método de depósito, si desde un primer momento me decían que no se pueden hacer retiros por neteller jamás hubiera metido un solo centavo porque solo usan esa billetera digital y Cryptos pero yo no uso Cryptos . Ya estoy cansado de esto solo quiero mi dinero

Les hablo al correo y nunca responden

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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

Is there any way to withdraw your winnings manually by the finance department through some other method than crypto?

Of course yes, my account is completely verified as is my digital wallet through which I request the withdrawal, I understand that they may vary the withdrawal method but they cannot ask me to deposit again so that they can give me the requested withdrawal, they should give me the ease of another withdrawal method without having to deposit the 20 euros again (because I have previously met the minimum deposit), in exchange for my local currency it is not a little money and also to be able to deposit internationally I have to do currency conversion for that reason It devalues and they also charge commissions. Instead of winning I lose at this point I just want my money and not continue alleging the problem. (I attach screenshots of the emails they sent me at the beginning asking for verification and they said that everything was correct and at one point they could no longer deposit me through neteller and they told me that everything was correct)

Claro que sí , mi cuenta está completamente verificada al igual que mi billetera digital por la cual solicito el retiro, yo entiendo que ellos pueden variar de método de retiro pero no pueden pedir que deposite nuevamente para que me den el retiro solicitado, deberían de darme la facilidad de otro método de retiro sin necesidad de depositar nuevamente los 20 euros ( porqué yo eh cumplido anteriormente con el depósito mínimo) , a cambio de mi moneda local no es poco dinero y ademas para poder depositar internacionalmente tengo hacer conversión de moneda por ello se devalúa y además cobran comisiónes. En vez de ganar pierdo a este punto solo quiero mi dinero y no seguir alegando el problema.( Te adjunto capturas de los correos que me mandaban al principio pidiendo verificación y decían que todo estaba correcto y de un momento ya no me podían depositar por neteller y ellos me decían que estaba todo correcto)

Hello, Dear DeuzwaveZ and CasinoGuru.

I would like to notify you that today the client’s winnings were successfully paid to him.

Respectfully,

Gamblezen Casino Representative

Dear Gamblezen Casino representative,

Thank you very much for getting in touch with us and providing us with the information.

Dear DeuzwaveZ,

Can you please confirm that you received your winnings, so that we may close this complaint? Thank you in advance.

Dear DeuzwaveZ,

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.

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.