Gamblezen Casino - Player’s bonus funds have been confiscated.

I am a resident of Cyprus and my username on the platform is shellypop. I am filing a formal complaint against GambleZen Casino for the unfair and deceptive confiscation of €89.05 in my active bonus funds.

According to Section 6 of GambleZen's general public Bonus Terms, all bonuses are valid for 10 days after activation 'unless otherwise specified'. I was actively playing with this bonus, but after precisely 24 hours, my entire remaining balance of €89.05 was automatically wiped out and set to zero by the system.

When I contacted customer support, the agent informed me that the funds expired because this specific offer fell under the 'MAP DAY' promotion rules, which carry a strict 24-hour validity window. Crucially, the support team explicitly admitted in writing during our chat session that the casino 'does not have a separate clause in the general rules' stating this 24-hour limit. Instead, they claimed the limit is only visible inside the private 'Bonuses' account sub-menu after the bonus has already been activated.

Hiding a critical time restriction and only making it visible post-activation completely violates basic player protection and consumer transparency guidelines. A player cannot give informed consent if the rules are hidden until after their money is committed. Because the casino's own support team confirmed this 24-hour restriction is entirely absent from their public written terms, I request that GambleZen management honor their general framework, restore the €89.05 to my balance, and grant me a fair window to complete the wagering. I have full emailed chat transcripts and profile balance screenshots ready to provide to the mediator.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how the information about the expiration of the bonus was displayed in the bonus section of your account tab from your point of view?
• Is there any active bonus on your account that would allow us to view the visible information about an active bonus?
• Could you please specify whether it was necessary for you to make a deposit in order to activate the bonus?
• Send the information to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas