The player from Switzerland had deposited €74 at GambleZen.com and activated an 80% bonus. After fulfilling the bonus requirements, he played using real money and increased his balance to €153,146.11 but had his withdrawal request declined and winnings deleted under bonus terms, which he argued had been wrongly applied to real money. He had requested a detailed review and payout of his real winnings, citing a lack of notification and unfair practices. The Complaints Team had intervened and confirmed a double deduction by the casino, resulting in the player's winnings being returned to his balance and made available for withdrawal. The issue was resolved, and the player expressed gratitude for the support he had received. At a later stage, the case was reopened at the player’s request, as he sought a refund of the balance he subsequently lost. However, this request was not considered relevant to the original complaint, and therefore the case was ultimately closed as unjustified.
Gamblezen Casino - Player's winnings have been confiscated.
Other
Amount: €153,146
Gamblezen Casino
Safety Index:Very highCase summary
On July 22, 2025, I deposited €74 at GambleZen.com and received an 80% deposit bonus. I activated the bonus, played, and initially wagered my way to approximately €30,000. Afterward, all excess bonus winnings were removed according to the bonus terms and conditions, leaving exactly €296 in real money in my account.
These €296 were no longer bonus-bound because I had fulfilled the entire bonus turnover and an automatic conversion into real money took place.
I continued playing with these €296 in real money – without an active bonus, without a new deposit, without new conditions – and increased the amount to €153,146.11.
On July 24, 2025, I requested a withdrawal of €1,500. However, this request was declined, and my entire real money winnings of €153,146.11 were deleted, citing bonus terms 1.4 (winning limit of 5× bonus amount) and 1.5 (requirement to withdraw before further play).
I object to this decision for the following reasons:
My winnings of €153,146.11 were no longer achieved with bonus money.
Rules 1.4 and 1.5 may not be applied retroactively to real money winnings after the bonus has been converted.
I did not receive any notification that my continued play with the €296 would automatically void my winnings.
This is an unfair, non-transparent practice which, in my opinion, violates EU consumer protection rules and the principle of responsible gaming.
I have already contacted support, but my request was rejected without the case being reviewed in detail.
I therefore call for:
A fair review of my gameplay,
The recovery and payout of my real money winnings of €153,146.11,
A concrete explanation as to why a demonstrably bonus-free win was deleted.
I am willing to provide all evidence (deposit, turnover, bank statements).
Casino: GambleZen
Operator: Altacore NV (Curaçao)
Payment service provider (EU): Altaprime Ltd, Cyprus
Player account: [your username]
Deposit: €74 on July 22, 2025
Real money winnings: €296 → €153,146.11
Prize cancellation: July 24, 2025
Support address:
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.
- Have you passed account verification in the past?
- Could you please specify which slot games you played while wagering the bonus and afterwards, to your knowledge?
- Could you please share the response from the casino to your appeal to reconsider the casino's decision? Send emails or chat transcripts to my email at [email protected], 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
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Final Legal Warning – Immediate Payment Demand of €153,146.11 & Imminent Litigation
Dear GambleZen / Altacore N.V. / Altaprime Ltd. and Respective Regulatory Authorities,
This letter constitutes your last and irrevocable warning before I commence immediate and comprehensive legal, regulatory, and criminal proceedings concerning the unlawful deletion and withholding of my legitimate real-money winnings amounting to €153,146.11, as well as the retaliatory closure of my account.
I am copying all relevant licensing, consumer protection, and law enforcement authorities in Switzerland, the European Union, and Curaçao to ensure full transparency and regulatory oversight of your unlawful business practices.
Summary of Violations & Legal Grounds
The €296 balance was fully converted to real money following complete fulfillment of the bonus wagering requirements. This is undisputed real money, no longer subject to any bonus conditions.
The winnings of €153,146.11 were generated exclusively from real-money play, after the bonus was converted and released.
Your repeated claim that these funds remain subject to bonus restrictions is a material misrepresentation and breach of contract, violating Clause 1.5 and fundamental consumer protection laws.
Your retroactive deletion and withholding of my funds constitute unjust enrichment, fraudulent conduct, and willful breach of trust.
Closing my account immediately after my lawful data and legal requests is a clear act of retaliation and obstruction, prohibited under GDPR (Articles 12, 15, 82), Swiss DSG (Art. 41), and related regulations.
Your failure to provide full transaction and bonus histories is a further breach of data protection and transparency obligations.
Formal Notification of Authorities and Consumer Platforms
Please be advised that I have formally notified and involved the following authorities and consumer protection organizations:
Curaçao eGaming – Licensing and regulatory authority responsible for your operations
Consumer Protection Cooperation (CPC) Cyprus – EU-wide consumer enforcement network
European Consumer Centres Network (ECC-Net) – Cross-border dispute resolution body
Swiss Federal Data Protection and Information Commissioner (EDÖB) – Data rights enforcement
Swiss Federal Office of Police (Fedpol) – Potential criminal investigation for fraud and data violations
Major consumer watchdog platforms including AskGamblers, Casino Guru, and Trustpilot, where detailed complaints have been filed to protect and warn other consumers
Demands for Immediate Compliance
I hereby demand:
Immediate payment of the full amount of €153,146.11 to my registered withdrawal method, within 5 business days — no later than Wednesday, 30 July 2025.
Immediate delivery of the full, complete account, bonus, transaction, and audit history in a machine-readable format (CSV, PDF).
Written explanation and reversal of the unlawful closure of my account, including all internal communications and justifications.
Consequences of Non-Compliance
Should you fail to comply fully and timely, I will:
Immediately initiate formal litigation proceedings against Altacore N.V. and Altaprime Ltd. in Switzerland, the European Union, and Curaçao.
Submit coordinated enforcement requests and complaints to Curaçao eGaming, CPC Cyprus, ECC-Net, EDÖB, and Swiss law enforcement.
Initiate criminal investigations for fraud, breach of trust, data protection violations, and unfair commercial practices.
Publicly disclose this matter through media outlets, consumer forums, and social networks to alert and protect consumers worldwide.
Pursue all available remedies including injunctions, damages claims, license revocation petitions, and regulatory sanctions.
This letter serves as your final and binding legal notice. Any attempt to delay, evade, or conceal evidence will be documented and pursued with maximum legal force.
Govern yourselves accordingly.
Sincerely,
*******
Das ist meine letzte Ermahnung Thomas, ich bedanke mich für deine Unterstützung und euren Beitrag für ein faires Glücksspiel
Hello Tomas
I hope you are well?
I don't want to put any time pressure on you or intrude on your work.
I would like to ask if you are already working on this and if you need any further information?
I've already sent you relevant evidence such as Real Balance - Bethistory | Bonus Balance Bethistory | Realbalance | Emails | Screen recordings | various screenshots
If you need anything, please don't hesitate to contact me.
Romi said you don't take money from players?
You operate as a global foundation, or not? Can't you make donations?
Best regards
J******
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Hello, Kontrolleur007 and Jozef.
We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update.
Best regards,
Gamblezen Casino
Dear Gamblezen Casino team,
Thank you for your cooperation. I am extending the timer by 7 days. Please, let me know if you need more time.
Dear Compliance Team, Dear Casino,
You requested a seven-day extension via the CasinoGuru platform. This extension will now expire in 1 day and 20 hours.
I've been waiting for four weeks for the payout of my legally earned winnings. If I don't receive a satisfactory response or a full payout to the bank details I provided by Friday at the latest, my lawyer, Attorney-at-Law Winger, will immediately file a lawsuit abroad. The corresponding letter has already been prepared.
Bank details: Photo from e-banking is attached.
I therefore expressly request once again that this matter be processed promptly and conclusively. Further delays are unacceptable.
Best regards
Jonil Deskaj
Hello, we` have checked the details regarding this case.
1. Player made a deposit and played using real funds. Unfortunately, your deposit was lost during gameplay.
2. After that, player continued playing using bonus funds. At this stage, all subsequent winnings were generated from the bonus balance, and therefore fall under the Bonus Terms and Conditions, since the source of the funds was not a deposit or real balance but bonus money.
3. Player successfully completed the bonus wagering (bonus was released), but instead of requesting a withdrawal, player continued to play.
5. After bonus was released you have received a pop up notification about maximum withdrawal amount from the bonus (Example is in the attached screenshot).
6. The funds won after that were not derived from a new deposit, but from the previously released bonus balance.
7. As per our Terms and Conditions, all bonuses come with certain limitations - including maximum release limits and maximum cashout caps. These limits were applied accordingly in your case.
Please note that we acted strictly in accordance with our Terms and Conditions, particularly sections 1.4 and 1.5, which clearly state the limitations regarding winnings originating from bonus funds.
For your convenience, here are the relevant sections from the Bonus Terms and Conditions:
1.4. All winnings from any deposit bonus are limited to 5 times the bonus amount. This applies both to the maximum amount that can be converted into real money and the maximum cashout. Any excess funds will be voided before withdrawal.
1.5. 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. If this requirement is not met, all subsequent winnings will be annulled, except for an amount equal to x5 of the initial deposit bonus or deposit-free spins; or up to the maximum allowed withdrawal amount set by the rules for no-deposit bonuses or no-deposit free spins.
Best regards,
Gamblezen Casino
Final out-of-court demand for payment of my legitimate winnings of €153,146.11
Ladies and Gentlemen
I refer to your last reply and the repeated refusal to pay out my legitimate winnings of €153,146.11.
After careful consideration, I clarify the following:
No pop-up / no notification about withdrawal restrictions
During the entire game play from July 22nd to 23rd, 2025, I never saw a message or pop-up about an alleged withdrawal limit.
Even during the bonus conversion, when my balance was credited back to €296 in real money, no notification or interruption to the game appeared. This is documented by over 150 screenshots and several screen recordings.
Real money bets = entitlement to real money winnings
After the bonus conversion, my balance was clearly marked as Real Balance/Real Money.
Every bet and every win after this point was therefore based on real money.
Attributing these winnings back to bonus clauses is legally untenable. Once converted, they are exclusively real money with full economic availability.
Systemic lack of transparency and abuse
Even if you had had a limit regulation in place, it would have been your duty to design the system in such a way that no further bets above the limit were possible.
By continuing to allow bets, you alone bear the risk of even exceptionally high winnings. Players may not be expropriated retroactively, while losses are possible without restriction.
This constitutes an unfair business practice (Section 5 of the EU Unfair Competition Act, Article 2 of the CPC Directive) and violates fundamental transparency obligations in online gambling.
Manipulation and destruction of evidence
Immediately after my first complaint, your terms and conditions pages were verifiably revised and were temporarily unavailable. I documented this with video evidence.
This suggests that the terms and conditions were subsequently tweaked to justify the cancellation of my winnings.
Further violations
My request to provide all game and account data in machine-readable format in accordance with GDPR was ignored.
Instead, my account was blocked without any legal basis.
My demand
I hereby request you for the final time to transfer the amount of €153,146.11 immediately and in full to my payout account provided to you.
Bank: UBS
Iban etc. in the appendix
Deadline: Friday, August 22, 2025
Consequences of non-compliance
If payment is not made by this date, I will, without further notice:
file a complaint with Curaçao eGaming (License 8048/JAZ) and the Curaçao Gaming Control Board (License OGL/2023/109/0075),
refer the case to the CPC (Consumer Protection Cooperation) in Cyprus,
transmit the process to the EVZ Switzerland and to the competent data protection authority (FDPIC),
file a civil lawsuit in Cyprus against Altacore NV and Altaprime Ltd., including claims for damages due to GDPR violations and unfair business practices.
I have extensive evidence (screenshots, betting ID overviews, screen recordings with date/time, documentation of subsequent T&C manipulation) that is presented in every case.
A question for you: Under which license did you operate on July 22, 2025, and July 23, 2025?
You are welcome to contact us by email or phone:
You have my contact details!
This is your last chance to settle the matter out of court.
Best regards
********
Dear Gamblezen Casino Team,
Could you please confirm whether the cashout was applied twice? Based on the context, it seems that might be the case. If so, could you also clarify what the real difference would be between withdrawing and redepositing the same amount, compared to simply continuing to play with it?
Thank you for your assistance.
Hello,
We have carefully re-reviewed this case and can confirm that there was indeed a double deduction that occurred after the release of the bonus. The amount of EUR 153,146.11 has already been returned to the player’s balance and is available for withdrawal according to the withdrawal limits.
We consider this matter resolved on our side, but of course we remain open for any further clarification if needed.
Best regards,
Gamblezen Casino
Dear CasinoGuru Team,
Dear GambleZen team,
I would like to express my sincere gratitude – both to CasinoGuru for their support and mediation, and to GambleZen personally for the accommodating and fair solution in my case. The fact that my winnings have been fully refunded is not only a huge relief for me, but also a significant moment in my life.
This experience has shown me that positivity always brings positivity back. For that, I am truly grateful.
Furthermore, I would like to take the next step and apply to become your affiliate partner. I would enjoy building reach, actively promoting your casino, and introducing new players to this platform. I am convinced that together we can build a successful and long-term partnership.
I look forward to a possible collaboration and to having a good and successful time together.
With best wishes for a healthy, fulfilling future for all of us,
Jonil *****
Dear Kontrolleur007,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jozef Krucay
Casino.Guru
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
Dear Kontrolleur007,
thank you very much for your request. Could you kindly explain once more what is going on? You can directly copy it from the email you have already sent me.
Reopening my complaint against GambleZen – unlawfully withheld winnings of €153,146.11
Dear Casino Guru Team,
I request that you reconsider my complaint against GambleZen, as the case is by no means closed. The operator is attempting to portray my legitimate winnings of €153,146.11 as a "goodwill gesture," even though it is in fact a binding payout claim.
1. Game suspension & breach of duty of protection
On July 23, 2025, my account was officially closed due to gambling addiction.
Despite this suspension, my account was reopened on August 21, 2025, allowing me to participate in the game.
This violates fundamental player protection obligations: Either the ban applies (in which case no play may take place), or it doesn't apply (in which case the winnings must be paid out as normal). Both options justify my claim.
2. "Goodwill" representation instead of legal claim
The winnings of €153,146.11 were fully won as of July 23, 2025.
The subsequent chargeback as an alleged "goodwill measure" is legally and regulatory untenable.
Winnings are the property of the player and may not be relabeled or relativized at will.
3. Withdrawal abuse & artificial limits
GambleZen enforces a withdrawal limit of €500 per transaction and a maximum of three simultaneous withdrawals.
With a balance of over €153,000, this would have meant a delay of over 100 days.
Such artificial barriers contradict EU consumer protection law and international gambling standards.
4. False claim about payout cancellations
The casino claims that I canceled withdrawal requests myself.
In fact, payouts were deliberately delayed and kept in limbo – with the clear purpose of drawing the player back into the game.
This approach is a form of lure and deception that violates fair play principles.
5. Deception through the term "goodwill"
By describing the payout as a "goodwill gesture," GambleZen sought to conceal the fact that there was a legal entitlement.
This is an attempt to circumvent regulatory oversight and undermine the legal binding nature of the payout.
6. Comparison offer
Although I am entitled to the full amount, I was willing to compromise and made a settlement offer of €130,000.
So far this has been ignored.
7. Evidence
I have 150+ documents, screen recordings, and emails that document all violations. These can be provided at any time.
Conclusion
GambleZen denied my legitimate winnings, violated its duty of protection, misled me with the term "goodwill," and abused withdrawal limits.
I urge Casino Guru to reopen and fully investigate the complaint, as the provider has not acted correctly, both regulatory and legal.
Best regards
*
Letter dated August 27, 2025, to the casino.
No legal response from the casino so far. A lot of money is at stake for both parties. They've also shown understanding before, and I'm in favor of finding a joint solution.
I attach further evidence in the appendix.
LG
Jonil
Ladies and Gentlemen
I refer to our previous correspondence and your statements to me and to Casino Guru. I hereby summarize the current legal situation and the serious inconsistencies in your conduct and offer you, for the last time, an out-of-court solution:
1. Suspension and violation of player protection (July 23, 2025)
On July 23, 2025, you officially blocked my account due to gambling addiction. Such a block legally obligates you to prohibit any further bets or gambling activity. Nevertheless, on August 21, 2025, you reopened my account in connection with the withdrawal, effectively allowing further bets. In doing so, you contradict yourself:
Either the ban on playing was valid → then no bets should have been accepted.
Or the gaming ban was not valid → then I was entitled to a full payout of €153,146.11.
Both variants inevitably lead to my legal position.
2. Contradictory representation of "goodwill" vs. legal claim
You informed me by email that the refund was purely a goodwill decision. At the same time, in your statement to Casino Guru, you acknowledged that it was indeed my legitimate balance. This contradictory communication is not only a massive compliance violation, but also demonstrates an attempt to downplay my clear withdrawal rights.
3. Unlawful withdrawal restrictions
The limits you cite (€500 per transaction, a maximum of three at a time) are clearly abusive under EU consumer law and international gambling standards. They result in a winnings of €153,146.11 being artificially spread over more than 100 days. This violates the principle of "immediate payout" (see EU Consumer Protection Directives, MGA and UKGC standards).
4. Cancellation of payouts
Your claim that I canceled withdrawal requests myself is only possible because you kept them open for an excessively long time. Reputable providers pay out approved requests immediately. Your practice represents a deliberate inducement to continue gambling – unlawful and in direct contradiction to your knowledge of my gambling ban.
5. GDPR violations
Since July 23, there have been serious violations of the GDPR, including with regard to the processing and deletion of personal data in connection with my suspension. This also gives rise to a separate claim for damages, which I could assert if no agreement is reached.
Conclusion & Ultimatum
Your conduct since July 23, 2025, is clearly illegal. You cannot simultaneously invoke a gaming ban, accept bets, and then refuse withdrawals. This puts you in a position where you are legally obligated to pay out – regardless of your arguments.
I hereby offer you a comparison offer:
Payment of €130,000 to my bank account by tomorrow morning (August 27, 2025) at the latest.
The remaining amount remains with you as a processing fee.
If no payout has been made by then, I will be forced to pursue the entire claim (€153,146.11) through legal and regulatory means. This includes filing complaints with all relevant regulatory authorities (Curaçao eGaming, Gaming Control Board Curaçao, CPC Cyprus, EVZ Switzerland, GDPR supervision) and engaging my lawyer.
I expressly remind you that any further delay will worsen your legal position and increase your costs.
I expect the transfer of €130,000 by tomorrow morning at the latest.
With kind regards
Dear Gamblezen Casino Team,
May I kindly ask you to review the matter and provide your explanation regarding the situation? I would appreciate your perspective on this case.
Thank you in advance for your time and cooperation.
Hello dear Kontrolleur007 and Jozef.
We refer to your reopened complaint regarding your account and withdrawal requests. After thorough review, we provide the following clarifications:
Account Status and Responsible Gaming
Your account was initially closed with the internal tag "gamble addicted," which is applied to all accounts in our casino which are closed without the possibility of future reopening. At no point did you report a gambling problem yourself. This is part of our protocols and in this case does not imply that a player personally claimed a gambling problem.
In your case, you never reported any gambling problem, and your account actions were fully compliant with these procedures.
Balance Restoration
On 21 August 2025, your account balance of €153,146.11 was fully restored.
Withdrawal Requests and Player Decisions
On 21 August, you submitted three withdrawal requests of €500 each, reaching the maximum allowed by our withdrawal policy.
While these withdrawals were pending, you chose to continue playing with your remaining balance, which resulted in the loss of funds.
On 22 August, the initial three withdrawals were successfully processed. You then submitted three new withdrawal requests of €500 each. While these were under review, you again decided to continue gambling, lost your remaining balance, and ultimately canceled the pending withdrawals yourself.
No Delays or Obstruction by the Casino
At no time did we delay, withhold, or obstruct your withdrawal requests. All actions were conducted strictly in accordance with our published withdrawal policy, including limits on the number and amount of simultaneous withdrawal requests. Any loss of balance was the result of your own gameplay decisions, not the casino’s actions.
Policy Compliance and Responsible Gaming
We acted fully in line with regulatory standards, responsible gaming procedures, and published policies. All processes, including withdrawals and account handling, were executed correctly and transparently.
Conclusion
Your claims regarding withheld winnings are unfounded. All actions taken were consistent with our terms and conditions, and your losses were solely the result of your own gameplay decisions.
Best regards,
Gamblezen Casino
Ladies and Gentlemen
In my complaint against GambleZen, the following legal violations and contradictions are clearly evident:
Gambling addiction note and contradictory behavior
The casino closed my account with the internal note "gambling addiction."
According to current standards of responsible gambling and the requirements of the Curaçao license, such a note means permanent exclusion from gambling.
Nevertheless, from August 21, 2025, further bets and losses were permitted.
The account was opened solely for the purpose of withdrawal!
This behavior represents a clear violation of the obligations to prevent gambling addiction and violates fundamental consumer protection rights.
Unauthorized authorization of operations
All bets and losses after August 21 should never have occurred due to the gambling addiction notice.
Therefore, these losses are not legally tenable and cannot be attributed to me as a player.
According to EU Directive 2005/29/EC (Unfair Commercial Practices), this constitutes misleading and aggressive commercial practices, as I was persuaded to continue playing despite the alleged ban.
Unlawful withholding of profits
My legitimate real money winnings of €153,146.11 were not paid out despite repeated requests.
I have been requesting a transfer to my bank account for over a month now, with no response from the casino.
GambleZen is thus in breach of the licensing requirements (Curaçao,
OGL/2023/109/0075)
and against the principles of EU consumer protection cooperation (CPC).
Delay and artificial withdrawal limits
Based on their own payout options (€1,500 per day / €5,000 per week / €20,000 per month), GambleZen should have paid me at least €20,000 in the last four weeks alone.
The complete ignorance of my payment requests constitutes an unfair business practice within the meaning of EU Directive 2005/29/EC and a breach of contractual obligations.
Conclusion and demand
GambleZen behaves inconsistently and unlawfully:
Either the note "gambling addiction" applies – in which case all losses after August 21st are invalid.
Or the note was unjustified – in which case it was used as a fraudulent pretext to refuse legitimate payments.
In both cases, my full winnings of €153,146.11 remain legally owed.
I therefore, for the final time and most emphatically, request that GambleZen immediately transfer the entire amount to my bank account. Otherwise, I expressly reserve the right to initiate further legal action through the relevant regulatory authorities (Curaçao eGaming, Gaming Control Board, CPC).
Best regards
*
Subject: Unlawful cancellation of winnings, violation of gambling addiction obligations and denied payout – Claim: €153,146.11
Ladies and Gentlemen
In my complaint against GambleZen, I would like to highlight the following legally relevant violations, contradictions, and claims:
1.
Gambling addiction note and contradictory behavior
The casino closed my account with the internal note "gambling addiction."
According to current standards of responsible gambling and the conditions of the Curaçao license OGL/2023/109/0075, this means a permanent exclusion from gambling.
Despite this ban, further bets, losses, and withdrawal requests were permitted from August 21, 2025.
The account creation after the suspension thus served only to further control and delay withdrawals, not to ensure fair play. This constitutes a clear violation of gambling addiction prevention obligations and violates fundamental consumer protection rights.
2.
Unauthorized authorization of operations
All bets and losses after August 21 should never have occurred due to the gambling addiction notice.
The losses are not legally tenable and cannot be attributed to me.
According to EU Directive 2005/29/EC on unfair commercial practices, this constitutes misleading and aggressive commercial practice because I was tricked into continuing to play despite an alleged ban.
3.
Unlawful withholding of profits
My legitimate real money winnings of €153,146.11 were not paid out despite repeated requests.
I have been requesting a transfer to my bank account for over a month now – without any response from the casino.
GambleZen’s behavior clearly violates:
Curaçao license OGL/2023/109/0075
Principles of EU Consumer Protection Cooperation (CPC)
Obligations to pay out legitimate winnings promptly
4.
Delay and artificial withdrawal limits
According to their own withdrawal options, GambleZen should have paid me at least €20,000 in the last four weeks alone (€1,500 per day / €5,000 per week / €20,000 per month).
The complete ignorance of my payment requests constitutes both unfair business practice and a breach of contractual duty.
5.
Contradictions in the casino argument
Winnings deleted due to bonus conditions 1.4/1.5 → then reinstatement on August 21st → then claim that I had played and lost myself.
These contradictions make the casino’s arguments legally implausible.
Either the gambling addiction warning is valid → all losses are invalid, or it was unjustified → then it was used as a fraudulent pretext to block withdrawals.
6.
Conclusion and demand
My full winnings of €153,146.11 are legally owed.
I request immediate full payment to my bank account.
GambleZen's continued delay and blockage constitutes systematic consumer deception.
If the payout is not made immediately, I expressly reserve the right to initiate legal action through Curaçao eGaming, the Gaming Control Board, and the CPC.
Best regards,
*
Dear Kontrolleur007,
Have you ever informed the casino team directly about having such an addiction? If yes, could you kindly provide supporting evidence. Based on the information received from the casino, if this was only an internal label and the casino was never made aware of the issue, I do not believe you would be eligible for any refund.
Additionally, could you please confirm whether there are any remaining funds on your account?
Dear Josef, dear Casino Team,
To clarify the situation:
There is currently no credit in my player account.
The casino closed my player account on July 23, 2025, and withdrew my existing real money balance.
On July 24, 2025, my real money winnings of €153,146.11 were deleted by the casino.
Only after a waiting period of about four weeks was an attempt made to justify this measure by referring to bonus conditions.
At the same time, a gambling addiction notice issued by the casino itself had been in place since July 24, 2025.
Legally it must be stated:
It doesn't matter whether the gambling addiction notice was issued as an "internal label" or based on a self-reported complaint. By placing this notice, the casino itself acknowledges the risk of gambling addiction. This creates a binding duty of protection, which the casino fully bears.
According to the requirements of the OGL license and European consumer and player protection principles, it is not permissible to subsequently invoke terms and conditions or bonus conditions to refuse a payout under these circumstances.
The combination of account closure, winnings deletion, delayed bonus references, and the simultaneous placement of a gambling addiction notice represents a clear contradiction and violates fundamental licensing and protection obligations.
In addition, the events of July 24 are also significantly problematic with regard to data protection (GDPR violations) and transparency obligations, as essential information was withheld and systematically concealed.
Conclusion:
The casino cannot refuse to pay out my legally earned winnings. Since July 24, 2025, there have been serious violations of licensing law, player protection principles, and consumer rights. The risk lies solely with the casino, not the player.
Best regards
*
The casino is legally obligated to pay me the full €153,146.11 in real money winnings.
The events since July 23/24, 2025 – account closure, withdrawal of funds, deletion of winnings, delayed bonus references, and simultaneous notification of gambling addiction – clearly violate the OGL license regulations, fundamental player and consumer protection principles, and the GDPR.
A so-called "internal label" has no meaning: By placing the gambling addiction notice, the casino itself has acknowledged the risk and from that point on bears sole responsibility.
Reopening the account was permitted solely for the purpose of withdrawal. Any attempt to deny withdrawals through terms and conditions or bonus terms is legally inadmissible and will not stand up in court or before a regulatory authority.
Best regards
*
Ladies and Gentlemen
I hereby formally file a complaint against GambleZen / Altacore NV / AltaPrime Ltd. regarding the unlawful deletion and partial non-payment of real money winnings amounting to €153,146.11, which I earned on July 22-23, 2025, after full bonus conversion. I request the immediate payment of the remaining balance and an investigation by the relevant regulatory authorities.
1. Facts
July 22–23, 2025: Real money winnings of €153,146.11 achieved after full bonus conversion.
July 23, 2025: Payment of €1,500 requested.
July 24, 2025: The casino deletes the entire €153,146.11 before the withdrawal. The ex-post email justification refers to bonus terms and conditions 1.4/1.5 and withdrawal limits (€500 per request).
July 25, 2025: Internal gambling addiction notice placed, account blocked and closed.
August 21, 2025: Account reopened, withdrawal of €1,500 processed. The remaining balance of approximately €151,000 was lost through further bets actively permitted by the casino.
Analysis:
Deletion on July 24 occurred without objective basis.
Ex-post justification through bonus conditions, internal gambling addiction notices and payout limits is not legally tenable.
Reopening the account was only for withdrawal, not for further bets.
2. Legal assessment
2.1 Cancellation of credit balance – unlawful
Winnings come from pure real money after bonus conversion → Bonus conditions 1.4 / 1.5 do not apply.
Withdrawal limits (€500 per request) cannot be used as a justification for deleting real money.
Ex-post justification → unlawful.
Violation of Curaçao OGL/2023/109/0075, EU consumer protection (Articles 6-7, EU Consumer Rights Directive) and fundamental principles of fair gaming.
2.2 Gambling addiction notice – Casino’s duty of protection
Internal gambling addiction memo dated July 25 = legally binding duty of protection for the casino.
The account was opened on August 21st for withdrawal purposes only.
Acceptance of further bets → violation of fairness and player protection obligations (Responsible Gambling, Curaçao OGL).
2.3 Own risk vs. casino responsibility
Option 1 – Note: Losses after reopening (€151,000) are not your risk, as the casino actively allowed further bets.
Variant 2 – Note not valid / fraudulent: Deletion of the €153,146.11 was clearly unlawful, casino used protective note as a pretext to withdraw funds.
Conclusion: In both cases, the casino is fully liable.
2.4 Bonus Terms & Withdrawal Limits
Bonus conditions (1.4 / 1.5) only apply to actual bonus money.
Withdrawal limits only restrict individual withdrawal requests, not the right to withdraw real money.
Combination of ex-post deletion, bonus justification and technical limits → illegal, abusive, unenforceable.
2.5 GDPR & Transparency
Blocked after GDPR information request → violation of Art. 12–15 GDPR.
Delay in communication lasting several weeks → violation of transparency and fair play obligations.
3. Evidence
Screenshots of login attempt → date/time of blocking documented.
Email history with the casino → Chronology of all inquiries and responses.
CasinoGuru confirmation of the internal gambling addiction report.
Transaction history and game logs → Proof of real money vs. bonus.
Further correspondence → all withdrawal attempts, GDPR inquiries.
4. Legal consequences & claim
Immediate payment of the entire balance of €153,146.11 less €1,500 already paid out.
Review of regulatory violations by Curaçao eGaming / GCB.
Ensuring that ex-post endorsements, retroactive deletions, bonus clauses and payout limits are not misused.
The casino is liable for all damages caused by blocking, deletion, and subsequently permitted bets despite a gambling addiction notice.
Conclusion:
The deletion of the real money winnings was unlawful, the reopening with a note was only for the purpose of payout, and by allowing further bets, the casino violated its obligations under fairness, responsible gambling, OGL/bonus terms and conditions, and withdrawal limits. I demand immediate payout and a regulatory audit.
Best regards
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Dear Kontrolleur007,
I have completed the evaluation of your case. Unfortunately, based on our methodology, I must conclude that you are not entitled to receive a refund.
The decisive factor in such matters is whether the casino was informed about a gambling problem. Once such information is provided, the casino must ensure that no further gambling activity occurs, so a player should neither win nor lose. In your case, however, you never informed the casino about having issues with control, therefore this does not apply and your losses are considered legitimate.
I do see room for improvement on the casino’s side regarding how permanently closed accounts are labeled. Marking them in a clearer way could avoid future misunderstandings, and I have recommended this improvement to the casino. However, this does not change the outcome of your case.
Please note that I have remained impartial throughout the review. For example, in the earlier issue with the twice-capped bonus I supported your position. In this matter, however, the circumstances do not allow me to do so, and I must therefore close the case.
You are, of course, entitled not to agree with my decision. If you wish, you may file an official complaint with the licensing authority, who can review the situation independently.
Kind regards,
Jozef
