Gamblezen Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

Hello Complaint Team, I am filing a complaint regarding my pending withdrawal of 500 € at Gamblezen Casino, requested on August 27, 2026. Key details: - Played with Real Money only (160 € Feature Buy), NO active bonus. - I have submitted all requested KYC verification documents for my 3 payment methods. - Automated system emails from the casino regarding KYC do not reach me due to email delivery issues. Live chat support refuses to verify my account manually or provide status updates, even switching languages to avoid answering. The payment is being unreasonably delayed with stalled KYC procedures. I kindly ask for your assistance to get my account verified and my 500 € released.

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 skyrexzz,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Could you please clarify whether you uploaded the documents through your casino account or if you sent them to the casino via email?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your reply. Here are the specific details regarding my documents:

1. Documents submitted:

  - ID / Passport (both sides)

  - Photo of my physical bank card (with sensitive digits hidden for security)

  - Revolut/other bank account statements

  - Screenshot of my virtual digital credit card (which is standard practice and was fully accepted by other licensed casinos like Stake7)

2. Submission method:

  - ID was uploaded directly via the Casino Portal.

  - All other payment method verification documents were sent directly via email to kyc@gamblezen.com.

Despite submitting all requested proof, the casino has stalled the process and their automated system emails do not reach me. Live chat support has been non-responsive and unhelpful regarding a manual check.

Best regards,

skyrexzz

Dear skyrexzz,

I have looked into the information regarding your complaint - you have submitted all the required documents, and your account has been successfully verified. Regarding your withdrawal: the request was cancelled because you need to use a bank transfer for your payout. Please submit a new withdrawal request using this method.

Best regards,

Gamblezen casino.

Hello everyone,

Thank you both for your replies.

skyrexzz, have you requested the withdrawal via bank transfer as suggested by the casino representative? Are there any updates regarding this matter?

Hello Kristina, unfortunately, work commitments prevented me from replying sooner. The casino has already processed the payout, and I have received the funds; the KYC process has also been completed. I would like to thank both parties for their quick assistance and apologize for any inconvenience caused. Best regards.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear skyrexzz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina