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They're trying to force me to withdraw to my Sparkasse bank account. This bank doesn't accept payments from casinos. I want to use the same withdrawal method I used to deposit (Jeton).

I have told the casino this exact thing several times and never received a response.

Sie versuchen mich zu zwingen auf mein Sparkassen Bankkonto auszuzahlen. Diese Bank erlaubt keine Zahlungen von Casinos. Ich möchte die selbe Auszahlungsmethode benutzen mit der ich eingezahlt habe (Jeton).

Ich habe genau das dem Casino mehrmals mitgeteilt und nie eine Antwort erhalten.

Dear lolzgamer12099,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors 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 mean necessarily, 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 please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• Have you previously deposited using your bank account to this casino?
• Have you previously withdrawn using Jeton from this casino?
• Could you please share with me your communication with the casino so we may better understand the casino's reasoning? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

No, I haven't been informed. My account is fully verified.

I've never deposited with my bank account; as I said, that's not allowed. Yes, I've withdrawn with Jeton many times. Many withdrawal methods are also displayed, and I'm willing to use almost all of them. My bank account is out of the question. The attached email is all Gamblezen keeps sending me. They never tailor their responses to my questions.

Hallo Tomas,

nein, ich wurde nicht informiert. Mein Account ist vollständig verifiziert.

Ich habe nie mit meinem Bankokonto eingezahlt, das erlaubt das wie gesagt nicht. Ja, ich habe schon oft mit Jeton ausgezahlt. Es werden auch noch viele Auszahlungsmethoden angezeigt und ich bin bereit fast alle zu benutzen. Mein Bankkonto ist außer Frage. Die beigefügte email ist alles, was mir Gamblezen immer wieder schickt. Sie passen ihre antwort nie an meine Fragen an.

Dear lolzgamer12099,

• Could you please forward your communication with the casino on the topic? Send the information to my email at tomas@casino.guru
• Have you attempted to explain the situation via email and via live chat to support staff?
• Have you provided your bank statement to the casino during the verification of your account?

I apologize for the inconvenience. Thanks in advance for your cooperation.

Hello Tomas,

So, I've informed Gamblezen several times that withdrawals to my bank account aren't possible. They haven't responded at all, and they're not addressing this the next time I cancel my withdrawals.

I was asked to upload my bank statement to verify my address. I did so because there were no other options. I also had to take pictures of my bank card.

Hallo Tomas,

Also, ich habe Gamblezen mehrmals darauf hingewiesen, dass Auszahlung auf mein Bankkonto nicht möglich ist. Sie antworten darauf gar nicht und gehen bei der nächsten Stornierung der Auszahlungen nicht darauf ein.

Es wurde von mir verlangt zum Überprüfen meiner Adresse meinen Kontoauszug hochzuladen. Ich habe das dann auch gemacht, weil es keine Alternativen gab. Ich habe auch Bilder von meiner Bankkarte machen müssen.

Thank you very much, lolzgamer12099, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello lolzgamer12099,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light in this matter.

We would like to invite Gamblezen Casino to join the conversation.

Dear Gamblezen Casino,

I would like to request clarification regarding your insistence on a bank transfer for the player's withdrawal, especially since the player has indicated that their bank does not accept payments from casinos. The player has also suggested alternative payment methods that could be utilized. Could you please explain why these options have not been taken into account? If there is any information that cannot be shared publicly, please send it to me at michal.k@casino.guru

Hello, lolzgamer12099 and Michal,

Thank you for reaching out. We have received this complaint and are currently investigating the case. Our team is reviewing the situation to understand all the details, and we will provide an update as soon as possible.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino,

Thank you for your response. I recognize that compiling and reviewing all the necessary information may require some time. I look forward to your clarification.

Hello, Michal! We have sent you the details regarding this case via e-mail. Thank you.

Best regards,

Gamblezen Casino

Thank you for your email, Gamblezen Casino. I have responded back with some additional questions.

Dear lolzgamer12099,

While I understand that it might be surprising that the casino suddenly doesn't seem to support the previous payment method for withdrawals, but there could be valid reasons for that, like, for example, the licensing authority restrictions, geolocation, contracts with the payment providers, etc.

The casino has offered you a standard withdrawal option, which is widely used. I understand that some banks can have issues with accepting payments from casinos, but there are still a lot of banks that are able to process such payments. Do you have an official confirmation from Sparkasse that they will not process any payment you receive from casinos? I was moderating quite a few cases from German players, and they did receive their winnings normally from other casinos. They did have their bank account with Sparkasse as well. This is a popular bank in Germany; many people have accounts there, and as far as I know, no one has provided us so far with an official communication from this bank that they will not accept transactions (winnings) from casinos. Additionally, do you happen to have an account in another bank?

Dear Michael,

I used my savings bank to play at online casinos in the past. An employee then called me and told me they didn't allow it and if it happened again, my account would be closed. I didn't receive any written notification.

I have another bank account where it might work. However, Gamblezen requires me to use my Sparkasse account, probably because I submitted my Sparkasse account statements and my debit card.

I've already tried to request a withdrawal with it, but the system requires me to make a deposit via bank transfer before I can withdraw. Can the casino really force me to deposit again to withdraw my winnings?

to pay out?

Lieber Michal,

ich habe früher meine Sparkasse mal benutzt um Online Casinos zu spielen, wurde dann von einem Mitarbeiter angerufen dass sie das nicht erlauben und wenn es nochmal passiert mein Konto geschlossen wird. Eine Schriftliche Mitteilung habe ich nicht.

Ich habe noch ein anderes Bankkonto, bei der es funktionieren Könnte. Allerdings schreibt mir Gamblezen vor meine Sparkasse zu verwenden, wahrscheinlich weil ich die Kontoauszüge und meine Bankkarte von der Sparkasse abgeben habe.

Ich habe schon einmal versucht damit eine Auszahlung zu beantragen, allerdings verlangt das System das ich erst eine Einzahlung mit Banküberweisung mache bevor ich damit auszahlen kann. Kann mir das Casino wirklich vorschreiben nochmal einzuzahlen um meine Gewinne a

uszuzahlen?

Dear lolzgamer12099,

As I previously noted, I have been overseeing several cases involving German players, and they have successfully received their winnings from other casinos into their Sparkasse accounts. Since you have shared your bank statement and card details from your Sparkasse account with the casino team, it is understandable that they would choose to send your winnings using this payment method. As you pointed out, you have not yet made a deposit through this method at Gamblezen Casino; therefore, a verification deposit is required. This is a standard practice in the industry. Once that is completed, the casino should be able to process your withdrawal through this method promptly.

Dear Michael,

Did you really have customers at my savings bank? There are 350 different savings banks in Germany, and each one could handle this differently. My savings bank has clearly communicated to me that this isn't possible. It is out of the question and impossible to process the withdrawal through my savings bank.

If necessary, I can of course submit the same documents to my other bank. Unfortunately, I can't handle this myself with Gamblezen, as they never respond or address my inquiries, but simply send me a copy-paste of the same response. I'm also willing to use any other withdrawal method offered by the casino. By the way, the casino still offers Jeton.

Lieber Michal,

hattet ihr wirklich Kunden meiner Sparkasse? Es gibt in Deutschland 350 verschiedene Sparkassen und jede könnte das anders handhaben. Meine Sparkasse hat mir klar kommuniziert, dass das nicht möglich ist. Es ist ausgeschlossen und unmöglich, die Auszahlung über meine Sparkasse durchzuführen.

Wenn es notwendig ist, kann ich selbstverständlich noch die selben Dokumente für meine andere Bank abgeben. Leider kann ich selber sowas nicht mit Gamblezen regeln da sie mir nie antworten bzw. nie auf meine Anfragen eingehen sondern nur copy paste die selbe Antwort schicken. Ich bin auch bereit jede andere Auszahlungsmethode des Casinos zu verwenden. Jeton wird übrigens immer noch vom Casino angeboten.

Dear lolzgamer12099,

If we are talking about this bank (https://www.sparkasse.de/), then yes. I, of course, don't recall all banks. Many German players have successfully received their winnings from other casinos into their Sparkasse accounts.

What is your bank? Do you have an official written confirmation from them that they will not accept or process payments (winnings) from casinos? If so, forward it to me at michal.k@casino.guru

Dear Michael,

Savings banks are not private banks; they're essentially a merger of many banks to reduce costs and risks (e.g., software). There's a different savings bank in virtually every larger village. If I go to a village, the savings bank there isn't responsible for me; each savings bank has its own rules. So, it's quite possible that other savings banks will allow this, but mine definitely won't.

No, as I said, the bank informed me of this by phone, not in writing.

What is the problem with using a different payment method, especially since I never used this bank to deposit money into the casino, but only as proof of address upon request from the casino.

Lieber Michal,

Sparkassen sind keine Privatbanken, es ist quasi ein Zusammenschluss vieler Banken um Kosten und Risiken zu sparen (z.B. Software). Es gibt quasi in jedem größeren Dorf eine andere Sparkasse. Wenn ich in ein Dorf gehe ist die Sparkasse dort nicht für mich zuständig, je Sparkasse hat eigene Regeln. Es kann also gut sein das andere Sparkasse das erlauben, meine zu 100% nicht.

Nein, wie gesagt hat mich die Bank telefonisch darauf hingewiesen, nicht schriftlich.

Was ist denn das Problem eine andere Zahlungsmethode zu benutzen, vor allem da ich diese Bank nie zur Einzahlung auf das Casino verwendet habe sondern nur als Adressnachweis auf Anfrage des Casinos.

Dear lolzgamer12099,

Well, I would need to have an official written confirmation from your bank that they cannot process winnings from the casino to be able to somehow negotiate with Gamblezen.

In the meantime, I have received some information from the casino team that your account has been flagged by their security team for some suspicious activity that was also detected in other accounts within their platform. They have expressed a certain suspicion related to a potential violation of the anti-money laundering regulations; that's why, instead of fully withholding your winnings, they decide to process your winnings only via bank transfer, which I can understand considering the circumstances.

If you want to receive your winnings, this must be received into a bank account that is held solely in your name in a reputable bank. This process is an acceptable option to safeguard your ability to receive your winnings and, at the same time, safeguard the AML regulations.

To be honest, your kind of reluctance to utilise the bank transfer option is beginning to raise some concerns for me as well. Rather than collaborating as anticipated, it seems you are focusing on identifying potential problems.

Please confirm in which "normal" banks you have an account held in your name, to which the casino can disburse the winnings.

Dear Michael,

Well, that's a disgrace. This has absolutely nothing to do with money laundering. It's long been known in the German casino community that local banks shouldn't be used for gambling! Numerous Germans have had their private savings bank accounts closed because of this, and I've even been threatened with the same thing! Just because you know of examples where accounts weren't closed doesn't mean it's common practice! Accusing people of money laundering is ridiculous!

I still have an account with Jetonbank, which is entirely in my name. I can send the casino my account statements.

Lieber Michal,

also das ist ja eine Frechheit. Das hat absolut nichts mit Geldwäsche zu tun. Es ist in der deutschen Casino Community längst bekannt, dass die lokalen Banken nicht für Glückspiel verwendet werden sollten! Zahlreichen Deutschen wurde das private Sparkassen Konto gekündigt deswegen und mir wurde auch schon damit gedroht! Nur weil du Beispiele kennst, welche nicht gekündigt wurden heißt das nicht, dass das üblich ist! Da gleich Geldwäsche zu unterstellen ist ja lächerlich!

Ich habe noch ein Konto bei der Jetonbank, welches vollständig auf meinen Namen läuft. Ich kann meinetwegen dem Casino die Kontoauszüge zukommen lassen

Dear lolzgamer12099,

While you certainly have the right to have your opinion on the situation, because of the reasons outlined previously, I understand the casino's approach in this situation and its option to issue your winnings exclusively through bank transfer.

Could you please clarify if Jetonbank operates as a conventional bank or as an online banking service?

Dear Michael,

Jetonbank is an official bank operating in Europe, thus complying with anti-money laundering laws and requiring full KYC.

A payout from my savings bank is not possible for the reasons stated.

Lieber Michal,

Jetonbank ist eine offizielle Bank, die in Europa agiert, sich somit an Geldwäschegesetze hält und bei der vollständige KYC erforderlich war.

Eine Auszahlung bei meiner Sparkasse ist aus genannten Gründen ausgeschlossen.

Hello, lolzgamer12099 and Michal!

As part of our commitment to complying with AML regulations and to ensure secure and compliant transactions, we can only process withdrawals to a normal, traditional, and established German bank account.

Unfortunately, for certain regulatory reasons, transfers cannot be made to other payment methods, including JetonBank, as it is not a bank, but an e-wallet service.

We kindly ask for your cooperation in using a traditional bank account for this payout.

Best regards,

Gamblezen Casino

Hello Gamblezen,

You are wrong, Jetonbank is a normal bank with IBAN & Co. You are confusing Jetonbank with Jeton eWallet, which is an eWallet.

You know very well that German banks close accounts for large transactions with casinos. In my opinion, this is simply a tactic to avoid paying me. What should I do now? I use a payment method that is widely known to be unavailable to German players. And I have no way to withdraw my money? This is such a fraudulent tactic!

I'm willing to use any alternative that doesn't result in account closures for German players. I can provide you with my Jetonbank bank statement.

Hallo Gamblezen,

ihr irrt euch, Jetonbank ist eine normale Bank mit IBAN & Co. Ihr verwechselt Jetonbank mit Jeton eWallet, welches ein eWallet ist.

Ihr wisst doch ganz genau, dass deutsche Banken die Konten kündigen bei hohen Transaktionen mit Casinos. Das ist meiner Meinung nach einfach nur eine taktik um mich nicht zahlen zu müssen. Was soll ich denn jetzt tun? Ich bietet die eine Zahlungsmethode an, bei welcher allgemein bekannt ist, dass sie für deutsche Spieler nicht möglich ist. Und ich habe keine Möglichkeit mein Geld auszuzahlen? Das ist so eine betrügerische Taktik!

Ich bin bereit jede alternative, welche für deutsche Spieler nicht zu Kontoschließungen führt, zu benutzen. Ich kann euch meinen Kontoauszug von Jetonbank vorlegen.

We would like to clarify that despite the presence of an IBAN with JetonBank, it is registered in the Commonwealth of Dominica and is not a traditional German bank regulated under German banking regulations.

We can process the withdrawal only to a traditional German bank account with an IBAN starting with "DE."

Best regards,

Gamblezen Casino

Jetonbank is licensed in Cyprus and therefore in the EU. Of course, you only want to withdraw to a German bank. Because you know full well that they won't allow it and will close your accounts. It's simply a scam. This is precisely why German players use eWallets or European banks, because German banks close their accounts!

Jetonbank ist in Zypern und somit in der EU lizenziert. Natürlich wollt ihr nur auf eine deutsche Bank auszahlen. Weil ihr eben genau wisst, dass diese das nicht erlauben und Konten schließen. Es ist einfach nur Betrug. Genau aus diesem Grund holen sich deutsche Spieler doch eWallets oder europäische Banken weil deutsche Banken die Konten kündigen!

Dear lolzgamer12099,

If we are talking about this Jetonbank https://www.jetonbank.com/ then your response is not correct. As can be clearly seen:

Jeton Bank Limited, an international bank existing under the Commonwealth of Dominica, and having its registered Head Office, at 1st Floor, 43 Great George Street, Roseau, Commonwealth of Dominica,

Thus, it is NOT registered in the EU and most importantly, not in Germany.

As previously mentioned, given the current circumstances, I fully acknowledge the casino’s position regarding the disbursement of your winnings. To comply with regulatory requirements, the casino has determined that the only available payment method at this time is via bank transfer to a German bank account held in your name. While I understand this may not align with your preferred method, the casino is acting within its rights to proceed accordingly to ensure both the secure delivery of your funds and adherence to anti-money laundering (AML) regulations.

I can only recommend that you cooperate with the casino team on this matter.

Of course, the Jetonbank is permitted in Germany.

So you seriously think it's fair that gambling makes withdrawals impossible for an entire group of customers (Germans)? The casino is certainly aware that German banks close accounts for such transactions and is shamelessly exploiting this.

And you just let them do that to you, CasinoGuru?

Selbstverständlich ist die Jetonbank in Deutschland erlaubt.

Ihr haltet jetzt also ernsthaft für fair, das Gamblezen einer ganzen Gruppe an Kunden (Deutschen) die Auszahlung unmöglich macht? Dem Casino ist gewiss bekannt, dass deutsche Banken die Konten bei solchen Transaktionen schließen und nutzt das schamlos aus.

Und ihr lasst das einfach mit euch machen CasinoGuru?

Dear lolzgamer12099,

I'm starting to get the impression that you're either not paying enough attention to what I and the casino team are writing, or you're intentionally overlooking the important information.

I will make another attempt to summarize this for you, and I hope you will take the time to read my response carefully so that you can grasp the entire situation rather than just focusing on your own perspective.

The casino's security team has shared information with us that your account has been flagged by them for some suspicious activity that was also detected in other accounts within their platform. They have expressed a certain suspicion related to a potential violation of the anti-money laundering (AML) regulations. However, to balance compliance with fairness, they've chosen to process your winnings via bank transfer to a German bank account held in your name rather than withholding them entirely. This measure is taken to align with regulatory requirements while still facilitating your payout.

Your response: "So you seriously think it's fair that gambling makes withdrawals impossible for an entire group of customers (Germans)?" is wrong.

As I have previously mentioned, I have been overseeing multiple cases involving German players, and they have successfully received their winnings from other casinos into their Sparkasse accounts or other accounts held in various German banks. A bank transfer is a popular payment method in various countries around the world, including Germany. To put it in a simpler way, the casino is not withholding the winnings from you and is ready to disburse them to you; it only has to be via a bank transfer to a German bank account held in your name.

As the casino has mentioned in its terms and conditions, which you agreed to when creating your account.

9.2.2. Where this is not possible due to any reasons outside our control, Gamblezen Casino has the right to choose a withdrawal method in its sole discretion or You shall be requested to provide an alternative payment method alongside with sufficient proof that the payment method is registered in Your name and/or lawfully belongs to You. It shall be within the Gamblezen Casino's sole discretion to determine whether proof provided by the Player is sufficient or not.

9.2.3. Gamblezen Casino may, in its sole discretion and in accordance to the licensing compliance rules and an internal risk assessment, require a first payment of winnings for the Player being released as the bank transfer wire with a purpose of completing the account verification checks.

9.2.4. You acknowledge that You are fully responsible for providing Gamblezen Casino with accurate payment details upon requesting a withdrawal or a refund from Your casino account.

9.3. Gamblezen Casino, at its own sole discretion, may choose a Payment service provider to perform certain procedures concerning deposits, withholding and managing funds and/or to facilitate the withdrawal process from accounts.

While I can imagine that these circumstances may not be ideal from your perspective, the casino team is simply adhering to standard protocols—protocols that, I’m sure you’ll agree, exist for good reason.

At this stage, your cooperation with their process is the only way forward if you wish to access your winnings. You’re, of course, free to choose whether or not to engage—though I should clarify that any further non-compliance will leave me no alternative but to regrettably close your complaint as "rejected."

The path is clear; the decision is yours. Should you opt to proceed, kindly submit the required documentation to the casino team at your earliest convenience. Otherwise, we’ll be forced to close this case, as I don't think any further conversation with you will yield any significant benefit to this matter.

Please let me know how you would like to proceed.