Gamblezen Casino - Player's winnings are confiscated.

I am filing a formal complaint against Gamblezen Casino regarding the unfair confiscation of my real money winnings. I received a 60 free spins no-deposit bonus, which had a maximum cashout cap of €40.

After completing the wagering requirements, my balance automatically dropped to €40. At this exact moment, the system converted the funds from bonus money into my real money balance ("Main Balance"). The system did not display any automated pop-up, warning, or restriction, and it fully permitted me to continue wagering with this €40 real money balance. I did NOT make any new deposits. By playing strictly with this converted real money balance, I won additional funds and requested a withdrawal.

The casino's financial department canceled my withdrawal and confiscated my winnings, citing Rule 1.5 of their Bonus Terms.

Rule 1.5 states:

"After meeting the requirements for wagering and converting bonus funds into real money, the user must first withdraw the converted funds before making a new deposit and continuing to play."

The casino also sent me an email confirming the rejection based on this exact phrasing, stating that I should have withdrawn the funds before making a new deposit AND continuing to play ("...ja vasta sitten tehtävä uusi talletus ja jatkettava pelaamista").

Why the casino is wrong and breaching fair play standards:

Linguistic Ambiguity (The Conjunction "AND"): The rule explicitly uses the word "AND"(Finnish: "ja"), not "OR" ("tai"). Grammatically and legally, cumulative terms linked by "AND" require both conditions to be met to constitute a violation. The clause restricts a player from making a new deposit and continuing to play on that new deposit before withdrawing. I did NOTmake a new deposit. I played with the real money balance that the casino's own system gave me. If the casino wanted to prohibit simply continuing to play on the converted balance alone, the rule must say "before making a new deposit ORcontinuing to play".

Ambiguity Contra Proferentem: In the online gambling industry, it is a standard regulatory principle that if a casino’s terms are ambiguous, poorly drafted, or grammatically misleading, the interpretation must favor the consumer/player. The player cannot be penalized for the casino's flawed phrasing.

System Setup / Predatory Practice: The casino's software automatically adjusted the balance to €40 but left the session completely open and active for wagering. Accepting wagers on a real money balance without any system block, and then using a grammatically flawed rule to confiscate winnings after the fact, is a predatory practice.

I have all the necessary evidence, including screenshots of my balance history and the email response from their support team. I request Casino Guru to investigate this linguistic and systemic error and ask Gamblezen Casino to fully reinstate my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any deposits at this casino before, or did you start playing with the free bonus immediately after registering your account?
• After your winnings were capped to €40, were these funds transferred to your real-money balance, or were they still displayed as bonus funds?
• Have you submitted any identity documents to the casino as part of the KYC verification process?
• Could you please explain how you activated the free spins? Did you receive them via email, activate them directly in your casino profile, or obtain them through a third-party website?

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

Best regards

Veronika

Hei! olen suorittanut KYC, ja se 40euroa ei ollut enää bonusvaroja vaan oikea saldo..

mielestäni olen lähettäny henkilöllisyystodistuksen.. vielä tuohon aijempaan kun 40e tuli oikeaan saldooni kierrätysvaatimuksen jälkeen niin en nostanut sitä vaan jatkoin pelaamista "omalla saldolla" sillä 40eurolla ja tuon säännöissä olevan epäkohdan vuoksi en ole rikkonut sääntöä..

Hei! mikä tämän tilanne?

Thank you for your reply. Please request the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment your winnings were capped both times, and then forward the file to me at veronika.f@casino.guru. I appreciate your patience and cooperation.