Gamblezen Casino - Запити гравців на зняття коштів затримуються, а повернення грошей відмовляється.

Dear all,

I made some winnings on the casino, 3.000EUR.

Wanted to withdraw that, verified my account as requested.

Suddenly, it is only possible to withdraw 500EUR per request and max 3 requests per day.

Good, followed the rules.

After some days, another verification requests, more documents. Sent that. After couple of days, another verification request, withdrawal request denied. Sent those documents as well.

Profile now finaly (again) verified.

Now again 3 withdrawal requests each 500EUR. Days later, they process one. I am not able to request another withdrawal as long as these 3 are not processed.

Next day, none processed. So I start playing again with my remaining balance of 1.500EUR and lose all of it. Hours later, withdrawal requests approved.

Good, so now I deposited again and after the week was over, I expected my cashback.

However, I am denied of it, since I have withdrawn the funds during that week!! I did not do that, my request is coming from ages before.

I am now being punished and not getting my cashback because it took them ages to process my withdrawal.

Please support me here.

I requested my cash back via E-Mail and explain all of this. They dont accept it. Additonally to my cash back, I request 250 EUR no-wager bonus due to the fact that I waited ages, lost my 1.500EUR balance and have invested days in writting E-Mails and fighting for my money.

Thank you in advance!

Kind regards,

Mico

Dear tesanovic88,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing with the slow processing time of your withdrawals. I understand your frustration, and I want to offer some guidance.

Generally, we recommend that players wait up to 14 days for their withdrawal requests to be processed and paid by the casino. While it may be tempting to cancel pending withdrawals and continue playing, please note that this can result in losing your remaining balance or causing other complications. There can be several factors contributing to the delay in processing payments, some of which may not be directly influenced by the casino.

I have also reviewed the Terms and Conditions of the Weekly Cashback, and found the following:

2. Cashback is accrued as a % of losses (minus accrued bonuses, withdrawals and last week's cashback) for the period from Monday to Sunday inclusive.

2.1 Cashback from 10% to 30% depends on the VIP level of the player.

3. Minimum bonus amount €5.

4. To activate the Cashback bonus, you need to contact the Live chat or email: support@gamblezen.com.

Could you please forward me the communication between you and the casino support regarding your cashback request? You can send it to my email at veronika.f@casino.guru or post the screenshots directly here in the complaint thread.

Thank you in advance for your reply, and I hope we can resolve this matter soon.

Best regards,

Veronika

Dear Veronika,

thank you so much for your response and support!

The issue here is simply the timing.

Yes, the calculation method of the cashback is the one you found.

However, due to the fact that it took them several different verification requests and took them ages to process the withdrawal request and also they dont allow us to withdraw anything more than 3 times 500EUR - led to the fact that my withdrawal was processed in the week where I did again many deposits. And not in a week when I requested a withdrawal.

By that, they are deducting my withdrawal from deposited amount and calculating low cashback.

And this is in my opinion not fine.

Have I been able to withdraw normally my funds, It would have happened in the week before. And I would now get 200€ cashback.

Why am I being punished for their long process and the fact that they allow max 3 requests per 500€ and not more?

Finally, as an addition to that - yes, the other half of my money (1500) that I could not even send for a withdrawal due to max of 3x500 EUR and waiting time of several days - I lost. And I understand there is nothing I can do about it. For that, I requested a bonus, but this is being simply ignored.

Does this help?

Kind regards,

Mico

Hello Dear tesanovic88 and Veronika,

We have reviewed your case and, based on the facts you have provided, we agree that restoring your cashback would be the fair course of action.

Your cashback level is 10%, and the correct amount for the previous week should have been €163.52 instead of €13.52.

We understand that the back-and-forth communication may have been frustrating. As a gesture of goodwill, we are also prepared to credit you with a €100 no-deposit bonus. While we are unable to offer a bonus without wagering requirements, this bonus comes with a reduced wagering requirement of x35 and a maximum cashout of €500.

Please confirm if this resolution is acceptable to you, and we will proceed with the adjustments.

Looking forward to your response.

Best regards,

Gamblezen Casino

Hello together,

as much as I appreciate your reply here, I can’t describe enough how frustrating it is that I have spent 3 days in a row talking to your chat agents and writting E-Mail and was getting a NO as an aswer all the time.

I have deposited significant amount of money in the last 4 weeks into your casino and have not seen any moment of appreciation from your end.

Therefore, I will repeat my original request i submitted to you via E-Mail several days ago:

My cashback should be calculated again - this part you have done and is fine now.

I request 250€ no deposit bonus for the time and frustration I invested, even after depositing so much money.

This would be a solution for me.

Please inform me on your final decision.

Kind regards,

Mico

We understand that the situation has been frustrating for you, and as a gesture of goodwill, we have decided to honor your request.

In addition to the corrected €163.52 cashback, we will credit you with a €250 no-deposit bonus, according to your request. This bonus comes with a wagering requirement of x35 and a maximum cashout of €1,250.

Please let us know if you are satisfied with this resolution, and we will proceed with crediting the bonus accordingly.

Best regards,

Gamblezen Casino

With that, I am happy and would be ready to close this issue.

Thank you.

Kind regards,

Mico

Hello, tesanovic88. The cashback bonus has been adjusted, and the no-deposit bonus has also been credited. We're glad you're happy and that we reached an agreement here. Wishing you lucky spins!

Best regards,

Gamblezen Casino

Dear Gamblezen Casino representative,

Thank you very much for getting in touch with us and providing the player with a generous bonus.

Dear tesanovic88,

Please let me know if there is anything else we can assist you with, or if this complaint may be closed.

Dear Veronika,

Thank you so much for your support.

This can be closed now.

Kind regards!

Mico

Dear tesanovic88,

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 Fritz 

Casino.Guru