Gamblezen Casino - Player’s winnings are confiscated.

On 07/07/2025 I made a deposit of €20 thinking I would receive the daily bonus. I spoke to an assistant and they told me that to receive it I had to deposit €25. I made another deposit of €25 and received a cash bonus and one with free spins.

I spent the daily spins where I won, if I'm not mistaken, €25. I played all day to release what I won in the games and be able to make a withdrawal. I had more or less €400 and when I reached the goal I went to check the balance and it was reduced to €98,60 and I lost the cash bonus balance to play at the casino. I spoke to the attendant and he told me that these were the casino's conditions, which I think is super unfair. If we make a deposit to receive the bonuses and then play to reach the withdrawal goal, what we won belongs to us. I only won €400 in one game. I send the game history data for this winning. When I played Candy Ways Bonanza 2 Megaways on 07/07/2025 at 15:43:04 with ID 203388160 I had a bonus balance of $53.89. Soon after I played again at 15:44:13 with ID 203388292 and won R$400.12 giving me a bonus balance of R$454.01. Later, I played Piggy Bonanza Halloween at 16:37:15 with ID 134057866 and had a bonus balance of €380.96. Meanwhile I played Nighty Masks at 17:21:09 with ID 667404622 and won €120.62 and had a balance of €501.58. I hereby request that what is rightfully mine be returned to me, otherwise I will complain through legal means.

Today I received an email saying to deposit €20 and then activate it on the chat to win 75 free spins in Sugar Rush. I've made the deposit and then sent the screenshot of the email to the chat. The assistant said it had been refused by the admnistration. I tried to withdraw the €20 but it was refused also. I hereby request that what is rightfully mine be returned to me, otherwise I will complain through legal means.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Gamblezen Casino. I have checked the general bonus terms of the casino and have found the following rule:

1.4. All winnings from any deposit bonus are capped at 5 times the bonus amount. This applies to both the maximum amount that can be converted into real money and the maximum withdrawal amount. Any excess funds will be forfeited before withdrawal.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• What was the exact amount of the bonus that you received?
• Could you please share the links to the specific bonuses you refer to or the screenshots with the bonus descriptions?  
• As for the second part of your complaint, have you wagered your deposited money before requesting a withdrawal? According to the terms and conditions, the deposit amount must be wagered three times before it can be withdrawn.  

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,

Natalia

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I've made a deposit of €25 and received a cash bonus and one with free spins.

I spent the daily spins where I won €22,60. I played all day to release what I won in the games and be able to make a withdrawal. I had more or less €400 and when I reached the goal I went to check the balance and it was reduced to €98,60 and I lost the cash bonus balance to play at the casino.

Before I've made the deposit of €25 I had a real balance of €13,48 and then disappeared and turned to €25,03.

Today I went to the site to take screenshots of the history in day 7/07 to 8/07 and it was incomplete. I've contacted the chat and this was their answer. I sent an email to the [email protected] asking for the complete history of games, bonus and deposits of day 7/07 to day 8/07. I'm waiting for an answer.

I have more screen shots but this chat box is limited.

Dear player, could you please share the bonus history from your casino account, together with your communication with the casino regarding this issue? Have you received any explanation from the support as to why the bonus was capped that way?

Please attach the screenshots of the bonus history and communication here or send them to my email at [email protected]. Thank you.

I sent an email to [email protected]. Thank you for your help and attention.

Best regards

Tânia Antunes

Dear player, I have checked all the screenshots you shared. The daily bonus you claimed was combined from two parts: a deposit cash bonus and free spins. Based on the betting history and your description of events, I suppose that you lost the cash part of the bonus during wagering, and the FS part remained. You successfully wagered your free spins, but according to the bonus terms and conditions of the casino, the maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. This is why your winnings were capped.

I would like to emphasize that, as per our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. I can conclude that the casino acted following their T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am very sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia