Gamblezen Casino - Pelaajan voitot on takavarikoitu.

Hello i received 40 spins as a no deposit bonus ,with max cashout 40€ ,after wagering i hade more than 200€ that was debited and left with 40 € that transformed as real money to my account. The i won more 60 € with my real money before withdrawal 100€ . Then the casino removed again my 60€ with the same excuse.

Dear genti621,

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 explain whether you were notified when your bonus wagering was complete and your bonus balance was converted to real money?
• Is your casino account verified?
• Were you informed at any point the bonus rules persist even after the wagering of the bonus is completed?

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

Best regards,

Tomas

I managed to wager the bonus with 200€+ and based on the bonus regulations the rest was deducted from me and I was left with 40€ which is the maximum profit- max cashout from the free spins, then after this money was converted into real money I played a little more and made it 100€ where I proceeded to withdraw, the casino once again took away the 60€ that I won fairly with my real money with the same excuse that they took away the money I had collected from the bonus. My question is why would anyone make a deposit at this casino since not even your real money is safe.

1) the money I won was acquired with real money!

2)My account is verified.

3) No, the rules based on the screenshot say that the maximum profit from the bonus is €40, which was respected and the rest was deducted from me upon completion.

In this message I posted photos with the bonus conditions, and the proof on my profile that the €60 I am disputing was unfairly deducted from my real money and that a withdrawal had been made, the request was canceled by the administrators without any proof that I had €100 in total and not €40.

Thank you for the prompt response and I hope a solution can be found and my money will be refunded.

Κατάφερα και τζίραρα το μπόνους με 200€+ και βάση των κανονισμών του μπόνους μου αφαιρέθηκαν τα υπόλοιπα και έμεινα με 40€ που είναι και το μέγιστο κέρδος- max cashout από τις δωρεάν περιστροφές, ύστερα αφού τα χρήματα αυτά μετατράπηκαν σε πραγματικά χρήματα έπαιξα λίγο ακόμα και τα έκανα 100€ όπου και προχώρησα σε ανάληψη, το καζίνο για άλλη μια φορά μου αφαίρεσε τα 60€ που κέρδισα δίκαια με τα πραγματικά μου χρήματα με την ίδια δικαιολογία που μου αφαιρέθηκαν και τα χρήματα που είχα μαζέψει από το μπόνους. Η ερώτηση μου είναι γιατι να κάνει κάποιος κατάθεση σε αυτό το καζίνο αφού ούτε τα πραγματικά χρήματα σου είναι ασφαλής.

1)τα χρήματα που κέρδισα αποκτήθηκαν με πραγματικά χρήματα!

2)Ο λογαριασμός μου είναι επαληθευμενος

3)Όχι οι κανόνες βάση screenshot λένε ότι το μέγιστο κέρδος από το μπόνους είναι 40€ το οποίο τηρήθηκε και μου αφαιρέθηκαν τα υπόλοιπα κατά την ολοκλήρωση του.

Σε αυτό το μύνημα ανάρτησα φωτογραφίες με τις προϋποθέσεις του μπόνους, και τις αποδείξεις στο προφίλ μου ότι τα 60€ που αμφισβητώ αφαιρέθηκαν αδίκως από τα πραγματικά μου χρήματα και ότι είχε γίνει ανάληψη η αποια ακυρώθηκε από τους διαχειριστές χωρίς καμία απόδειξη ότι είχα 100 ευρώ συνολικά και όχι 40 ευρώ .

Ευχαριστώ για την άμεση ανταπόκριση και ελπίζω να βρεθεί κάποια λύση και να μου επιστραφούν τα χρήματα.

So based on this particular casino, after you complete the requirements of a bonus, the only option is to make a withdrawal, since even now if I play with the €40 euros of real money, any additional winnings such as the €60 that I am disputing will be removed with the same justification, the solution is to not choose to play with a bonus?

Άρα βάση του συγκεκριμένου καζίνου αφού ολοκληρώσεις τις προϋποθέσεις ενός μπόνους η μόνη επιλογή είναι να κάνεις ανάληψη αφού ακόμα και τώρα άμα παίξω με τα 40€ ευρώ πραγματικά χρήματα οποιοδήποτε επιπλέον κέρδος όπως τα 60€ που αμφισβητώ θα αφαιρεθούν με την ίδια δικαιολογία, η λύση είναι να μην επιλέγεις να παίζεις με μπόνους?

Also the maximum withdrawable amount from no deposit bonus is 100€ not 40€ as casino bonus t&c.as per screenshot provide.

Thanks for the detailed explanation.

This particular bonus had the maximum cashout of 40€ based on the screenshot you submitted in your 2nd post.

• Do I understand correctly the bonus you activated and played were no-deposit welcome free spins?
• Have you made any deposits to this casino at all?

Thanks in advance for your reply.

Yes and yes

Ναι και ναι

Thank you very much, genti621, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, genti621,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblezen Casino team,

Could you please explain the player's situation in more detail? Why have the user's funds been capped 2x and winnings of €60 confiscated if they were already considered a real money balance, so bonus rules should not be applied anymore?

Is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

However, please note if the user had met all the bonus requirements and his winnings (€40) were converted to a real money balance, there was no reason to apply bonus rules to the subsequently accumulated winnings. In case the bonus rules apply even after the WRs are met and winnings converted to a real money balance, or players need to withdraw their winnings and deposit them back to the casino to continue playing - how are players additionally (besides a rule in the casino's Ts&Cs if there is any) informed about it?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello, Branislav. We have sent the details according this case via email. Thank you.

--

Best Regards,

Gamblezen Casino

Greetings all,

The maximum cashout for the bonus you claimed and used was €40, genti621. €100 maximum cashout applies for free spins with a deposit. The rules you received in the email prevail, and therefore, the maximum cashout of €40 applies. Anyway, it is still not completely clear, especially regarding the casino's system settings and rules application.

Dear Gamblezen Casino team,

Thank you for your email and additional information.

Unfortunately, I am afraid that my questions have not been answered completely or at all yet.

Can you please look at my previous post again and answer the questions? In addition, can you provide us with the user's game logs from the session in question?

Feel free to use the same email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

This is exactly what the profits the second time were achieved after the bonus conditions had been met (60€ extra), what is the reason to withdraw the 40€ and then deposit again so that you can continue playing at this casino?

There was also no advance notice to not continue playing since it was a waste of time and apparently money anyway.

Finally, I would like to note that there is no evidence in the record that this money was removed, it simply disappeared.

It's a bit absurd in my opinion.

Thanks.

Αυτό ακριβώς τα κέρδη την δεύτερη φορά επιτεύχθηκαν αφού είχαν εκπληρωθεί οι προϋποθέσεις του μπόνους ( 60€ επιπλέον) , ποιος ο λόγος να αποσύρεις τα 40 € και μετά να ξανά καταθέσεις έτσι ώστε να συνεχίσεις να παίξεις σε αυτό το καζίνο?

Επίσης δεν υπήρχε ενημέρωση εκ των προτέρων να μην συνεχίσω να παίζω αφού όπως και να έχει ήταν χάσιμο χρόνου και όπως φαίνεται και χρημάτων.

Τέλος θα ήθελα να σημειώσω ότι δεν υπάρχει καμία απόδειξη στο ιστορικό ότι αφαιρέθηκαν αυτά τα λεφτά απλά εξαφανίστηκαν.

Είναι λίγο παράλογο κατά την γνώμη μου.

Ευχαριστώ.

We have reviewed this case once again and have credited 60.12 EUR to the player's account. We sincerely apologize for the mistake on our side.

Best regards,

Gamblezen Casino

Okay, the money went into my account.

Thanks for resolving the issue and I may return to your casino in the future as apart from this incident I had a good gaming experience overall.

Mainly, I would like to thank the Casino Guru team who dealt with my case thoroughly and support players in such matters and there is real support for the existence of a fair environment between players and platforms. 💯

From my point of view, the incident is considered successful and can be closed.

Εντάξει, τα χρήματα μπήκαν στον λογαριασμό μου.

Ευχαριστώ για την επίλυση του προβλήματος και ενδεχομένως να επιστρέψω στο καζίνο σας στο μέλλον αφού εκτός αυτού του περιστατικού είχα μια καλή εμπειρία παιχνιδιού σαν σύνολο.

Κυρίως να ευχαριστήσω την ομάδα του Casino Guru που ασχολήθηκε ενδελεχώς με την υπόθεση μου και στηρίζει τους παίκτες σε τέτοια θέματα και υπάρχει πραγματική υποστήριξη για την ύπαρξη ενός δίκαιου περιβάλλοντός μεταξύ παιχτών και πλατφορμών. 💯

Από την πλευρά μου το περιστατικό θεωρείται επιτυχές και μπορεί να κλείσει.

What great news!

Thank you, genti621, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Gamblezen Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru