Gamblezen Casino – generell diskussion (sida 10)

I think this is where we keep misunderstanding each other.

I understand why you believe part of the gameplay history is missing. The difficulty is that this was already one of the central points of the complaint.

The Complaint Team requested the gameplay history from the casino and based its conclusion on the material it received. If the casino states that the history is complete, we have no independent way to prove otherwise. We cannot audit the casino's internal systems or verify that additional records exist but were withheld.

That's exactly why I keep referring back to the complaint outcome. To challenge that conclusion, there would need to be new verifiable evidence showing that the gameplay history reviewed during the investigation was incomplete.

I expected the complaint specialist to ask a very specific question to Gamblezen. "Since you and the player confirm the 1420$ win on hand of Anubis, why doesn’t the game or the win appear in the game history. This will prove a lot….

Thank you, I understand why you expected that question could play a significant role in the complaint. I found you mentioned that earlier in the case.

The difficulty is that, in practice, asking the casino that question alone doesn't move the investigation anywhere if we have no independent way to verify the answer.

If the casino replies, "The gameplay history is complete," or "No withdrawal disappeared," what are we supposed to compare that against? We can't prove otherwise simply because you believe something is missing.

That's why we always need some independent evidence from the player's side as well. For example, a screenshot or screen recording showing the missing time window in your gameplay history, or a withdrawal history showing the missing withdrawal. Without something that objectively contradicts the casino's records, we have no way to challenge a negative response.

We can always ask additional questions, but asking questions and being able to verify the answers are two completely unique things.

I respect your experience, and I hope you won't go through that ever again.

Oh, I sent a ton of proof... Here is the screenshot proving my Hand of Anubis win, for starters.... (the screenshot Casino Guru has the full screen shot indicating my name and the date from the official Gamblezen site page.) How can a screenshot be taken at 2026-05-31 at 2.01.12  of a very clear win that doesn't appear in the Game History? Again, a complaint specialist isnt a police officer but, I guarantee you someone like Matej would have seen the obvious and say "hey, Gamblezen, I requested the game history, and you stated you provided it. This win occured during the time the player states the history and withdrawal of 750$ disappeared. If this game hisotry is complete, why doesn't this win appear in any of your history? The missing history holds the key that proves the two big wins and my balance of 750$. This so clear, it cannot possibly be more obvious!

Thanks for sharing the screenshot.

I can see why you consider it important. An uncropped screenshot showing the full context, including the account details and timestamp, would naturally carry more weight. I have not seen such a screenshot, but that's not the point.

As for the complaint itself, I wasn't the specialist handling your case, so I don't want to speculate about what evidence was or wasn't reviewed during the investigation. What I do know is that the conclusion wasn't based on a single screenshot.

Did you ever try reopening the complaint and asking for this specific point to be looked into? I'm asking because, if I remember the complaint thread discussion correctly, the concerns about the missing history and winnings came up later. I haven't read the subsequent complaint communication, nor do I have access to the complaint files, so I genuinely don't know the context but reopening the request should be possible.

In any case, thank you for taking the time to explain your point of view. I think we've both made our positions clear. The only thing I'd like to point out is that the forum isn't the place to escalate or reopen complaints. Those discussions have to remain within the Complaint Resolution Center, where the specialists have access to all the evidence.

I believe I understand your perspective but have no way to change or investigate.

Yes, full screen shot and many more factual details were provided. I’m very organized…

The specialist couldn’t be bothered or didn’t want to be bothered. Plain and simple. As a result, Gamblezan got away with taking 750$ from me.

To be completely honest, I asked a colleague to walk me through the timeline because I wasn't the one handling your complaint.

After seeing the timeline, I understand why the complaint was closed the way it was. The Hand of Anubis win was credited to your balance. You later requested a withdrawal for part of those funds, continued playing, and after your balance had dropped, the withdrawal was cancelled. Those funds were returned to your balance and were subsequently used in further gameplay.

The screenshots you've shared do confirm that you had the win, but they don't show what happened afterwards. Unfortunately, that doesn't change the overall picture established by the complete gameplay records reviewed during the investigation.

This is also why I don't think it's fair to accuse the complaint specialist of not reviewing the evidence or of acting in bad faith. It's perfectly reasonable to disagree with the conclusion, but that's very different from claiming that the investigation wasn't carried out properly.

The 750$ cancelled withdrawal was before the hand of Anubis win… you seem to be omitting a very important fact; why doesn’t the Hand of Anubis win appear in the game history? If no game history is missing, where is the win? That missing game history would clearly indicate the win, along with other wins and the balance of 750$ which was a withdrawal that disappeared….

Radka, I thought about what you said "if I have new proof". Guess what? I do. I didnt know I was able to go into a game and see my wins. Guess what? I can and I did. I have proof of my 3 Gates of Olympus wins, I have proof of their problem with Hand of Anubis - when I went into game history, the game history is for an entirely different game (ghost software or a technical glitch?) and lastly, look at the time and date stamp of the Gates of Olympus scatter and look and the game history....guess what, IT'S NOT REGISTERED. The only mistake I made was that they dont owe me $750, they owe me $2375.20. I know you cannot do anything about it, but I had to provide the undisputed proof here. I will file a new complaint and if Casino Guru wont take it seriously, I will seek help elsewhere, but this would be a good opportunity for Casino Guru to right their wrong. Hopefully they will accept to review and put someone with experience to handle it.

I think this is exactly the kind of situation I was referring to when I mentioned reopening the complaint.

Complaint specialists can only work with the evidence available to them during the investigation. They don't independently audit casino systems or have direct access to back-end databases. They review the information provided by both parties and, where necessary, request additional evidence.

Looking back at the previous complaint, I can also see that the casino stated they had explained how to access the complete game history and that they didn't receive any further response from you regarding continued issues with it. I completely understand that you may disagree with their statement, but from my perspective it's difficult to determine what information was or wasn't exchanged between you and the complaint specialist because I wasn't involved in the case and I don't have access to the complaint file.

Since then, I asked a colleague to walk me through the timeline that formed the basis of the previous decision. Based on the records they reviewed, the wins, withdrawals, cancellations and subsequent gameplay were mathematically consistent with the conclusion that was reached.

I can also see that you've now opened a new complaint. If you believe you've found genuinely new evidence that wasn't available or wasn't presented during the previous investigation, then that's exactly the right place for it to be reviewed. I sincerely hope the new investigation will clarify the remaining questions for everyone involved.

Thank you, Radka. I appreciate the civil exhange. Oh, the Gamblezen and I exchanged several emails. They are incorrect in stating that I never responded. They are correct when they tell me they explained how to obtain the game history...The games with the wins are NOT in the game history. They are missing. If the games are not in the history then the wins on not in the balance as the balance is calculated after every win. The casino never provided me with any missing game history, cash balance ledger or anything tangible. Their response has been consistently super polite bot-generated "We are very sorry for your frustration. We have verified everything on are end. Their are no abnormalities and you have been paid in full". Absud. They haven't explained the missing history or anything - it's baffling. I will keep bringing this up everywhere and anywhere. Many of us lost far more than 750$ or a couple thousand. This is beyond the point of money. This is now entirely about principle and how the casino can maintain a 9.5 score on this site with 70 complaints and thousands of reviews that all state tremendous difficulty in withdrawing funds, cancelled funds, missing funds etc....Players need to be aware as we are not disillusioned. We know the house always wins, but, we deserve fair and transparent treatment and the funds we have won. Thanks again for the exchange.

Ok, I must say that I genuinely appreciate that, despite the obvious disagreement between us, we've managed to keep this conversation respectful or meaningful. That means a lot to me, and I sincerely thank you for that.

To be completely honest, after our discussion I wanted to understand your concerns better, so I asked a colleague to walk me through the timeline of your complaint. I wasn't the one handling your case, and I felt uncomfortable commenting on something I hadn't looked into myself. Kudos to your persistence.

What I can say is that I saw the complete gameplay log that formed the basis of the investigation. From what I saw, the timeline, the balances, the wins, the withdrawals and the subsequent gameplay were all mathematically consistent with the conclusion that was reached.

I also understand that the evidence doesn't match what you're seeing on your end, and I genuinely understand why that leaves you with more questions than answers.

Unfortunately, I can't share or discuss further the evidence from the complaint investigation, and I don't think it would be appropriate to do so. If I could, I honestly think our discussion could have moved in a much more concrete direction, perhaps, but those are simply not my boundaries to cross.

So, while I hear everything you're saying and I respect your perspective, I don't think there's anything more I can add without speculating, and I don't want to do that.

Well, I'll be away from work until Wednesday, so I won't be around on the forum for a few days. I didn't want to disappear without replying, but I also think we've both explained our perspectives as clearly as we can. I appreciate such open discussion.

If you’re going away, I wish you a great vacation.

I don’t know what to say other than I know the facts. I don’t know how you or anyone else can know the facts even the proof clearly states missing game history of over 2000$ wins. As I said numerous times; Matej, from your team, wound understand this pretty instantly.

kind regards.

I’m trying to get in touch with Joe regarding the tasks I recently completed. I sent him the completed files and a follow-up message, but I haven’t heard back yet.

I’ll be in a location without internet access for a while, so I just wanted to make sure my message reaches him.

Joe, whenever you have a chance, please let me know if everything is okay with the completed tasks and the invoice.

Thank you very much.

Hello, I will let him know about your message. 🙂

Thanks and have a great week. 😀