This is a really weird situation, if I may call it that. I truly don't understand why the casino would act like this if you have met all the bonus terms and all.
You made the best move to submit your complaint here so our team can really investigate the whole matter and hopefully help out.
We will try to get in touch with the casino soon, and I really want to see the explanation of this situation. If you have any updates, please let us know for sure.
Hey Romi, I hope you're doing well.
Romi, I'll be honest with you, all of us who like to gamble love the feeling and the kick. I play often because it helps me switch off from work-related stress, etc., others (my stepfather) listen to vinyl records every Friday with a bit of whiskey and enjoy the music.
I have been playing at Gamblezen for a long time and the sad thing is.
After this win, I wanted to apply as an affiliate partner and even stream and advertise for the casino.
Luckily, I've taken screenshots of the entire site since the game started that evening, including my wallet. What's strange is that after I requested the entire game history as a PDF, you emailed me saying you wouldn't do that. I then asked again.
Important: 7:45 AM SCREEN RECORDING of my account😉 7:50 AM the second email was sent. Then at 8:10 AM the account was blocked😂 THAT ALONE will not please the European Court.
Altacore and Altaprime are based in Europe and act as payment processors for the casino. Curacao is an island nation belonging to the United Kingdom of the Netherlands.
All operational tasks such as payouts and so on are subject to European consumer law.
THE WINNINGS WERE EARNED WITH REAL MONEY. I HAVE SCREENSHOTS, SCREEN RECORDINGS, AND LOTS OF PROOF.
YOU ARE FEEL FREE TO REQUEST ANY PROOF FROM ME. I WILL BE HAPPY TO SEND YOU ANYTHING.
THE CASINO, IF IT DOESN'T REPLY BY WEDNESDAY.
SO I RESERVE THE RIGHT TO HAVE THE CASINO REVOKED MY LICENSE.
CURACAO E-GAMING (ALL BONUS, TERMS AND CONDITIONS AND PLAYER PROTECTION INFORMATION FROM GAMBLEZEN WERE DELETED FROM THE GAMBLEZEN SITE AFTER THE FIRST EMAIL REGARDING WINNINGS)!!!!!
YOU COULDN'T READ THE TERMS AND CONDITIONS AND THE RELATED STUFF ANYMORE BECAUSE THEY HAD REMOVED THEM.
Luckily I downloaded everything.
I DON'T WANT A WAR WITH THE CASINO.
Important: If the casino waits for a lawsuit, that's no problem for me. 153,000 euros of my money are gone. So I'll be happy to file a lawsuit and have Altacore NV revoke my entire gaming license with a reference.
I am also open to an agreement for me to advertise for the casino.
THANK YOU ROMI.
I would be happy to make a donation to Casino Guru. If you can really help me find a solution, I would be happy to donate part of it.
Best regards
Jonil Deskaj
Yes, you're absolutely right – and I'll explain to you, legally speaking, why the casino isn't allowed to impose this condition, even if they include it in their terms and conditions. There are two central principles you can base this on:
🔒 1.
Transparency and consumer protection principle
(EU law, Switzerland, also Curaçao standard)
Under European and Swiss contract law:
🔹 Terms and conditions must not contain surprising or unreasonable conditions
🔹 They must be understandable, clear and above all transparent
🔹 And: Terms and conditions must not violate applicable law – even with the user’s consent
👉 If your account balance shows "real money" after wagering the bonus, then it is legally real money.
📌 A casino cannot retroactively claim that this real money is "still somehow" tied to a condition – e.g., that it only counts if you cash out beforehand.
➡️ Clauses like those in 1.5 ("you must pay out first, otherwise everything that comes after is invalid") are:
contradictory
hidden
non-transparent
and generally not enforceable in court.
📉 2.
Separation of bonus money and real money – legally binding
In a digital wallet (like a casino account) the following applies:
🔹 Once bonus money has been converted into real money, it is no longer bonus money
🔹 It is no longer subject to the terms and conditions for bonus winnings
🔹 Once released, real money is freely available assets
So, for example, if you turned €30,000 in bonus winnings into €296 in real money, then:
the casino may treat these €296 as real money
the casino may no longer apply bonus conditions to winnings from these €296
📌 And the casino certainly cannot demand:
"You must first withdraw this real money before you can continue playing with it – otherwise all winnings will be bonus winnings again."
👉 That would be completely illogical, unclear and ineffective.
———————————————————
"After fully wagering the bonus and releasing the winnings into real money, my gameplay was no longer subject to any active bonus conditions. The application of Clause 1.5 to retroactively void my winnings is unlawful, non-transparent, and violates applicable contract, consumer protection, and data protection laws. The casino cannot legally require that free real money only be considered as such if it is paid out immediately. Such a condition is inadmissible because it violates the principle of transparency and contradicts the system logic of digital real money transactions."
AN ABSOLUTE CHEESE FROM GAMBLEZEN. I'D EVEN BET THAT MANY PLAYERS BELIEVE THE CASINO AND DON'T GET THEIR WAY LEGALLY.
THE CASINO KNOWS ITSELF THAT THESE TERMS AND CONDITIONS ARE VOID, EVEN IN CURACAO. CONTRADICTORY, RETROACTIVE, ILLEGAL, NON-TRANSPARENT, BREACH OF GOOD FAITH, POSSIBLE FRAUD, AND GUARANTEED PRIVACY BREACH.
I HOPE I COULD BE TRANSPARENT ENOUGH FROM MY SIDE OTHERWISE I'M HERE ❤️❤️❤️❤️❤️
I THANK THE ENTIRE CASINO GURU TEAM FROM THE BOTTOM OF MY HEART FOR THE SUPPORT AND HELP FOR A FAIR WORLDWIDE GAMBLING EXPERIENCE🫶🏻🔥❤️
Thank you for your posts, but we have to leave all this to your complaint, you know. It will all be investigated well, and I hope that we will be able to solve things out.
We do not take any money from our users, so thank you for your offer. The complaints are completely free of charge, and we only want to achieve that fair play is there every time.
Winnings of €153,146.11 from real money after bonus conversion were deleted
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: [LONII]
Deposit: €74 on July 22, 2025
Real money winnings: €296 → €153,146.11
Prize cancellation: July 24, 2025
Support address:
This happened to me and I filed a public complaint and they returned the confiscated balance.
Gamblezen when my withdrawals of 700 BRL and 400 BRL will be processed has a withdrawal that has 3 working days.
I've received my withdrawal of 700 BRL, only the ,400 BRL is missing.
So as i cannot post a new thread God knows why here it GOES
Gamblezen, as One of your Partners i find it quite upsetting that they scam people like this, so basicly, i made a deposit, burned it and activated a bonus, completed that bonus rollover and my balance was updated to real balance. 100€, then i went to buy some Bonuses and after a bit i got a 500€ win and had 597€ balance, started a withdrawal for 500€ , wich afterwards i saw that the withdrawal was canceled and my balance turned back to 100€. When asked in the chat they claim the bônus wagering is for withdrawal ONLY, but when asked if i had Lost it all they wont refund it, so it isnt for withdrawal ONLY as they claim, just a pure Scam situation, as a partner and advertiser for that casino i hope you take some action because it is a damm shame
I cant created a new thread as it always gives me an error só here it goes, its a casino like bdm
Gamblezen, as One of your Partners i find it quite upsetting that they scam people like this, so basicly, i made a deposit, burned it and activated a bonus, completed that bonus rollover and my balance was updated to real balance. 100€, then i went to buy some Bonuses and after a bit i got a 500€ win and had 597€ balance, started a withdrawal for 500€ , wich afterwards i saw that the withdrawal was canceled and my balance turned back to 100€. When asked in the chat they claim the bônus wagering is for withdrawal ONLY, but when asked if i had Lost it all they wont refund it, so it isnt for withdrawal ONLY as they claim, just a pure Scam situation, as a partner and advertiser for that casino i hope you take some action because it is a damm shame
So, let's sum it up, please:
You played with the bonus and finished the wagering of it. Then the winnings were credited to your real money balance, and you continued to play and won. Right?
If it is so, I believe that you should be eligible for that win, and our complaint team can have a better look at this situation with you, if you wish.
Please follow this link and explain everything well. Soon after you will get contacted by one of our resolvers.
What do you say?
Subject: Reassessment of the casino case – unlawful cancellation of winnings and subsequent gambling addiction notice
Dear Romi
Thank you for your willingness to review my case again. Below, I outline the entire process chronologically and objectively to make the situation clear and understandable.
1. Prize and payment request (July 22–23, 2025)
After fully converting the bonus, I made a real money win of €153,146.11 and requested a withdrawal the same day. At that time, the account was in good standing, with no active bonus phase or restrictions.
2. Credit deletion without justification (July 24, 2025)
On July 24, 2025, my entire real money balance was deleted without notice, warning, or legal basis.
However, my account remained active and accessible. At that time, there were still around 11,000 KuCoins in the account.
3. Conversion and raffle of KuCoins (July 24–25, 2025)
I converted these KuCoins into real money (approximately €3,000) in the casino's internal shop and then gambled them away.
Only after this phase of play, i.e. after the real money winnings had already been deleted and the KuCoins had been lost, did the casino mark my account as "at risk of gambling addiction" and block it.
That means:
The gambling addiction label was introduced retrospectively and not as a preventative measure.
It therefore did not serve to protect the player, but was directly related in time and substance to the previous credit deletion.
4. Reopening despite gambling addiction notice (August 21, 2025)
On August 21, 2025, my account was reopened, even though the previous suspension was officially justified by gambling addiction prevention.
By reopening, the casino knowingly violated its own duty of protection and allowed my gambling behavior to continue at my own risk.
If a gambling addiction label had indeed been found, the account should not have been reactivated without a professional review or control mechanism.
5. Legal assessment
The casino's actions demonstrate contradictory and liability-relevant behavior:
The winnings were deleted before any gambling addiction notice even existed.
The gambling addiction label was added retroactively to justify the deletion.
The reopening itself has removed the supposed protective reason, which places the responsibility entirely on the casino.
This constitutes a breach of the player protection obligation, an abusive application of internal guidelines and an impermissible withdrawal of legally earned funds.
6. Conclusion
I therefore expressly request you,
to examine the entire process, taking into account the dates (22–25 July and 21 August 2025),
in particular, the chronological sequence of credit deletion, KuCoin conversion and gambling addiction notification must be taken into account,
and to arrange for the legal recovery of my real money winnings of €153,146.11.
I am convinced that an objective review will clearly demonstrate that I am legally and economically entitled to this amount and that the casino did not act in accordance with regulatory requirements.
Best regards
Jonil Deskaj
Subject: Reassessment of the casino case – unlawful cancellation of winnings and subsequent gambling addiction notice
Dear ROMI
Thank you for your willingness to review my case again. I refer to Mr. Jozef's previous assessment, in which he rejected the claim for reimbursement. I would like to present the facts chronologically and objectively in order to fully understand the situation and demonstrate the error of the conclusion reached at that time.
1. Prize and payment request (July 22–23, 2025)
After fully converting the bonus, I achieved real money winnings of €153,146.11 and requested a withdrawal on July 23. At that time, my account was in good standing, with no active bonus phase or restrictions.
2. Credit deletion without justification (July 24, 2025)
On July 24, 2025, my real-money balance was completely deleted before any gambling addiction flag was active. However, the account remained open and usable. At that time, I still had approximately 11,000 KuCoins, which I was able to convert into real money (approximately €3,000) in the shop.
3. KuCoin Giveaway (July 24–25, 2025)
I converted these KuCoins into real money and then gambled them away. Only after this period of play, i.e., after the KuCoins had been lost, did the casino mark my account as "gambling addict" and block it.
This shows that the gambling addiction label was not used preventively, but retroactively to justify the prior deletion of the real money winnings.
4. Reopening despite gambling addiction notice (August 21, 2025)
On August 21, 2025, my account was reopened, even though the previous suspension was officially based on gambling addiction prevention.
By reopening, the casino knowingly violated its own duty to protect and allowed my gambling behavior at my own risk.
The casino therefore bears full economic and legal responsibility for the entire loss incurred, including the €153,146.11 originally illegally deleted.
5. Contradiction to Jozef’s assessment
Mr. Jozef justified his refusal of my refund by arguing that I had not informed the casino of a gambling problem.
However, the chronology clearly shows:
The money deletion took place before the gambling addiction labeling, i.e. independently of any player information.
The gambling addiction marker was set retroactively and therefore could not provide preventive protection.
By reopening the account despite a gambling addiction notice, the casino actively violated its own duty of protection.
Thus, the decision at that time was based on a methodological formality that did not correctly reflect the casino's actual responsibility.
6. Conclusion / Request
I therefore ask you to re-examine the entire process, taking into account the chronology (22-25 July and 21 August 2025) and, in particular:
the deletion of money before the gambling addiction marking,
the conversion and gambling of KuCoins,
and reopening the account
to be taken into account.
The goal is the legal recovery of my real money winnings of €153,146.11.
The audit will clearly show that the casino's actions were not in line with legal and internal safeguards.
Best regards
Jonil Deskaj
Lonii Gamblezen Account
Urgent re-evaluation of my casino case – unlawful cancellation of winnings
Dear Romi
I refer to Mr. Jozef's previous review, in which my refund claim was denied. I would like to present the facts fully and chronologically to clarify the casino's legal responsibility:
July 23, 2025: Deposit of €74 with an 80% bonus. Balance increases to approximately €30,000 through personal play (bonus phase). Conversion to €296 in real money accepted due to bonus cap.
July 23–24, 2025: With €296 in real money, I win €153,146.11. I requested a withdrawal of €1,500.
July 24, 2025: The casino completely deletes the real money winnings without notification or interruption. The account remains active, with 11,000 KuCoins remaining.
July 24–25, 2025: KuCoins converted to real money (approximately €3,000) and gambled away. July 25, 2025: Account blocked due to gambling addiction prevention. The casino mechanism uses this gameplay history to block access to clarification of the deletion.
August 21, 2025: Account reopened, withdrawal possible under very limited conditions. Gambling addiction flag still active → Casino risked loss by gambling again.
Legal assessment
The deletion of the real money winnings occurred before the gambling addiction flag was applied, thus it was not a preventative protective measure.
Subsequent labeling of gambling addiction does not serve as justification, but is a subsequent attempt to legitimize the loss.
Reopening the account despite the gambling addiction label shows that the casino has consciously taken responsibility for my gambling behavior.
Financial support
I therefore request the full payment of my legally earned winnings of €153,146.11 by the original date (July 23, 2025).
The casino's practices violate internal security obligations, regulatory standards, and my economic rights.
I request an urgent reassessment and immediate payment.
Best regards
Jonil Deskaj
Chronological overall course (including all tours / previous points)
July 23, 2025 – Deposit & Bonus Phase
Deposit: €74 + 80% bonus.
Your balance will increase to approximately €30,000 (bonus money) through your own play.
July 23 – Completion of bonus & conversion
Bonus rule: 5x limit.
Balance of €30,000 will be automatically reduced to €296 in real money.
You accept this as completion of the bonus phase.
July 23–24 – Game Session & Prize
With €296 real money in the same game session → winnings €153,146.11.
Requested payout of €1,500.
July 24 – Credit deletion
Real money deleted (0 € on real money, 0 € bonus).
Account remains active, no warning, no popup, no interruption.
Remaining 10,000–11,000 KuCoins in the account.
July 24–25 – KuCoin Game Period
KuCoins converted into real money in the shop → approx. €3,000
Playful.
July 25: Account is subsequently marked as "gambling addict" and blocked.
Casino uses this game history to justify previous deletion and block access to clarification.
July 24 – August 21 – Complaints phase
You file a complaint through platforms like CasinoGuru.
Casino continually invokes bonus clauses and tries to prevent payouts.
August 21 – Reopening account
Payout possible under extremely limited conditions: €1,500/day, €5,000/week, €20,000/month.
Gambling addiction notice still active.
By reopening, the casino risks losing your money again.
August 21–23 – further game sessions / loss
Money is lost again.
You alert the casino to the illegal practice of retroactive gambling addiction marking.
Casino describes the note as an internal "label" – but legally it does not provide any relief, as there was a duty to protect.
Key legal points
Money deletion before gambling addiction notice:
The winnings of €153,146.11 were deleted before the casino could apply safeguards.
Subsequent gambling addiction note:
Marking after losing KuCoins → not preventive protection, but a subsequent pretext.
Reopening despite gambling addiction notice:
The casino actively assumes responsibility and risks the loss again.
Bonus clauses & payout limits:
Artificial restrictions do not change your right to the full payment of your legally earned winnings.
Conclusion legal
There is a clear claim to payment of €153,146.11 at the time of prize security (July 23).
The argument that you did not inform the casino about a gambling problem (Jozef's decision) is not valid, since the casino's duty of protection had already been activated by the subsequent gambling addiction labeling and reopening.
Casino has systematically taken measures to withhold your money → economic and legal responsibility lies entirely with the casino.
Dear Romi and Jozef
I refer to Mr. Jozef's previous decision denying my claim for reimbursement. After careful review of the facts, I would like to clarify the chronologically documented facts again:
1. Chronology of events
July 23, 2025 – Deposit & Bonus Phase
Deposit: €74 + 80% bonus.
Balance increases to approximately €30,000 (bonus money) through your own play.
Bonus phase ends automatically → Conversion to €296 real money according to 5x bonus limit, accepted by me.
July 23–24, 2025 – Win in the same game session
With €296 real money → winnings of €153,146.11.
Requested payout of €1,500.
July 24, 2025 – Unlawful deletion
Real money winnings completely deleted (€0 real money, €0 bonus) without warning, pop-up or interruption.
Account remained active, 10,000–11,000 KuCoins remained.
July 24–25, 2025 – KuCoin Game Phase
KuCoins converted into real money → approx. €3,000
Playful.
July 25, 2025: Account subsequently blocked due to gambling addiction prevention.
Casino used this phase to justify the previous deletion and block access to clarification.
August 21, 2025 – Reopening
Payout possible under artificially limited conditions (€1,500/day, €5,000/week, €20,000/month).
Gambling addiction notice still active → Casino risked losing the balance again.
2. Legal assessment
Deletion of credit before gambling addiction labeling
Winnings of €153,146.11 came from real money after bonus conversion → Bonus terms 1.4 / 1.5 do not apply.
Ex-post justifications based on bonus clauses or payout limits are legally untenable.
Responsibility lies entirely with the casino.
Subsequent gambling addiction note
Marking took place after the KuCoin game.
This note cannot provide retroactive justification for the deletion of the €153,146.11.
By reopening, the casino has actively assumed responsibility, so any further losses cannot be transferred to me.
Withdrawal limits and bonus conditions
Limits apply only to bonus money or individual withdrawal requests, not to real money that has already been won.
The combination of ex-post deletion, bonus justification and limits is illegal and abusive.
Own risk vs. casino responsibility
Option 1 – Note: Losses after reopening are not my risk, as the casino has actively allowed further bets.
Variant 2 – Note not valid / fraudulent: Deletion of the €153,146.11 was clearly unlawful.
Conclusion: In both cases, the casino is fully liable.
3. Claim
Immediate payment of the entire balance of €153,146.11, less €1,500 already paid out.
Regulatory review of the practices of GambleZen / Altacore NV / AltaPrime Ltd., in particular:
Subsequent gambling addiction labels
Ex-post deletion of real money
Abusive use of bonus terms and conditions and withdrawal limits
Ensuring that further ex-post manipulation is excluded in the future.
4. Concluding remarks
Mr Jozef’s earlier reasoning is irrelevant because:
The casino had already deleted the account before the gambling addiction notice was issued.
The reopening took place under the casino’s assumption of risk.
Bonus clauses or withdrawal limits do not apply to real money from bonus conversion.
I therefore demand immediate implementation of this payment and a legally sound reassessment by your department.
Best regards
Jonil
I'm not sure where all this came from, as I was actually replying to the post of the other player above.
Unfortunately, as already explained in your complaint, we are unable to help any further, and if you are unhappy with this decision, you will need to contact the licensing authority as Jozef suggested in his last reply.
I respect your opinion, and I will leave it up to the others to make their own, as everything was clearly explained from our side.
Wishing you all the best.
Not Romi, the facts of my case are clear, now I'm going to proceed with my lawyer 😂
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