Gamblezen — player complaint #13831, 2026-07-22: withheld payouts

The player from Sweden reported that her casino account had been closed after she requested help due to her gaming addiction and accused the casino of using unauthorized games that had led to significant losses. Despite repeated attempts to communicate with support regarding her concerns and pending withdrawals, she received no help or compensation. We reviewed the correspondence and found that the player had not submitted a direct self-exclusion request but had asked for alternative responsible gambling measures, which the casino acknowledged were unavailable at the time. The account was closed within approximately 72 hours of her request, a timeframe deemed reasonable. Based on the evidence, we concluded there were insufficient grounds to hold the casino responsible for reimbursing the lost funds, and the complaint was closed.