Gamblezen Casino - Pelaajan voitot takavarikoidaan.

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The casino also sent me an email confirming the rejection based on this exact phrasing, stating that I should have withdrawn the funds before making a new deposit AND continuing to play ("...ja vasta sitten tehtävä uusi talletus ja jatkettava pelaamista").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

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

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..

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

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..

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..

Hey! What's up with this?

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.

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?

Terve! olen pyytänyt pyytämiänne tietoja mutta casino ei ole vielä vastannut.. pyysin nyt uudelleen.. voisitteko tekin pyytää niitä tai tehdä asialle jotain?

Hello!

I'm just wondering if things have progressed yet 🙂

Hei!

Tiedustelen vain että onko asia edennyt vielä 🙂

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

Hello! I sent!

Hei! lähetin!

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😕

Hei! kyselisin vaan mikä tilanne? ja onko arviota kauanko tämän asian ratkaisemiseen vielä menee 🙂 kiinostaa vaan kun on minun iso raha tämän takia jumissa😕

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

Lähetin ja pistin sinulle myös

Hi! the casino is still not responding..

Hei! ei kasino vastaa vieläkään..

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.