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The casino also sent me an email confirming the rejection based on this exact phrasing, stating that I should have withdrawn the funds before making a new deposit AND continuing to play ("...ja vasta sitten tehtävä uusi talletus ja jatkettava pelaamista").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

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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

Hi! I have completed KYC, and the 40 euros were no longer bonus funds but the real balance..

I think I have sent an ID.. even before that when 40e came to my real balance after the wagering requirement, I did not withdraw it but continued playing with "my own balance" with that 40euro and due to that flaw in the rules, I have not broken the rule..

Hey! What's up with this?

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.

Hello! I have requested the information you requested but the casino has not responded yet.. I asked again now.. could you also request it or do something about it?

Hello!

I'm just wondering if things have progressed yet 🙂

Please forward me the email you sent to the casino with your gaming history request at veronika.f@casino.guru.

Hello! I sent!

Hi! I was just wondering what the situation is? and is there an estimate of how long it will take to resolve this matter 🙂 I'm just curious as my big money is stuck because of this😕

Thank you for your emails.

If the casino has not responded to your request, please try contacting their support again. This time, please do not include only a screenshot of our conversation in the email body. Instead, kindly send them a direct request for your gaming history.

I suggest using the following template:

Subject: Request for my gaming history

Email text:

Dear Gamblezen Casino Support,

As my winnings from a no-deposit bonus were capped twice, I would like to review my gaming history. Please provide me with this document in Excel format, covering the period from the moment I activated the 60 free spins no-deposit bonus on Pragmatic Play Big Bass Football Bonanza until the moment my winnings of €1,450 were confiscated.

Thank you for your cooperation.

Best regards,

(Your name)

Kindly include my email address (veronika.f@casino.guru) in the CC. I appreciate your time and cooperation.

I sent and posted it to you too

Hi! the casino is still not responding..

Dear enkeksiny

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear enkeksiny,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gamblezen Casino to join this conversation and assist in addressing the complaint.

Dear Gamblezen Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

great!

Is there any way I can get this done today? Before the weekend or will it be next week?🙂

Dear enkeksiny,

Thank you for your message.

At this stage, we kindly ask you to allow the casino the full seven-day timeframe to respond to the complaint. As soon as we receive their reply, we will review it and continue with the case.

Your patience is much appreciated.

What happens if the casino doesn't respond?

Dear Stefan and Nikomann!

Thank you for contacting us. We have received your complaint and are carefully reviewing all the circumstances of this case.

We need some time to thoroughly analyze your gaming history and verify all the details related to your use of the bonus and subsequent gameplay.

Best regards,

Gamblezen casino.

Hi! Have the checks been made? I don't think I broke the rules as stated at the beginning... I would really like this to be addressed as soon as possible.

Dear Gamblezen Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please complete your review and let us know the outcome of your assessment as soon as possible. If your investigation concludes that the player's winnings were voided in accordance with your Terms and Conditions, we kindly ask you to explain the reasons for your decision in detail.

I look forward to your response.

Gamblezen casino hey! doesn't it take 7 days to respond to this too?

Hello! are the inspections done?

gambleze casino have the checks been done? I kindly ask you to be active in this matter..

Hey! Why is this thing progressing so that the casino is delaying giving every answer until the last few hours? It seems completely intentional..

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'm going to take this forward, this can't go on like this! Why is the casino given 7 days and how can that be? Why don't you influence the casino's rating? Otherwise this is useless 😕 Could you advise me where I can contact next? Now

?

Dear Stefan,

The Gamblezen team conducted a detailed analysis of the player’s gaming history and the circumstances surrounding the use of the bonus and subsequent gameplay.

Following a thorough review of the player's gaming session and the associated bonus terms, we confirm that the maximum cashout limit for this particular bonus offer is €40. In accordance with this limit, the player's balance was adjusted accordingly, and the amount of €40 was made available. This procedure is applied equally to all players without exception.

Best regards,

Gamblezen casino.

Dear Gamblezen Casino,

Thank you for your response.

The player has informed us that their winnings were already capped to €40 immediately after completing the wagering requirements. At that point, the remaining balance should have been converted into real money. The player then continued playing and increased their balance to approximately €1,450, after which the winnings were capped to €40 once again.

Our understanding is that, once the wagering requirements have been completed and the winnings have been converted into real money, any subsequent gameplay should no longer be subject to the bonus maximum cashout restriction unless the player was clearly informed otherwise.

If the player received a pop-up or any other notification informing them that they needed to withdraw the €40 immediately and that the bonus restrictions would remain in effect until they did so, please provide evidence of this to my email address at stefan.m@casino.guru.

Otherwise, based on the information currently available, we believe that the player should be paid the full amount of their winnings.

Thank you for your understanding. I look forward to your response.

Yes, the maximum win limit for the bonus is 40 euros and I won 300 euros during the bonus wagering period and it was limited to 40 euros when the wagering was complete, so the 40 euros were no longer a bonus balance but my own play money.

Hi? Can these response times be shortened in this case because every week it increases and the casino intentionally responds on the last day because it prolongs the resolution of the matter..

Yes, the maximum win limit for the bonus is 40 euros and I won 300 euros during the bonus wagering period and it was limited to 40 euros when the wagering was complete, so the 40 euros were no longer a bonus balance but my own play money.. to add to this, with that "own play money of 40 euros" I won all the money when the wagering was already complete and still my money was confiscated..

Dear Stefan,

Thank you for your message. We have sent you an email with additional information regarding this case. We look forward to your response.

Best regards,

Gamblezen Casino

Could I also receive this email?

Hey?! What's the matter? I hope it will be resolved soon.

Dear enkeksiny,

We have reviewed the evidence provided by the casino, and I am afraid that, based on the available information, we have to agree with the casino in this case.

After you completed the wagering requirements, you received a pop-up stating that the bonus restrictions would remain in effect until you withdrew the funds, and you had to click "Okay" to acknowledge this. According to the casino's rules, you need to withdraw €40 first to remove the bonus restrictions. After that, you can deposit and play with your real funds without these restrictions.

We understand that this may not provide a particularly good user experience. However, since the casino informed you of this condition through the pop-up and you acknowledged it, we do not have sufficient grounds to require the casino to pay the full €1,450.

For the aforementioned reasons, we will now proceed to reject this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru