Gamblezen Casino - general discussion (page 7)

Good luck.

Hi Romi,

I want to clarify my position and provide the factual structure of my case again.

My intention is not to criticise CasinoGuru or your work.

The situation with GambleZen (Altacore N.V.) involves several serious compliance issues that go far beyond a normal "player dispute".

Here are the objective facts:

1. Addiction Block (25 July, system flag)

My account displayed:

"User is blocked due to gambling addiction."

This is documented with a timestamped screenshot.

2. Illegal reopening of an addiction-blocked account

Despite this flag, the operator reopened my account without any RG procedure, verification or cooldown.

This is a direct violation of their own Responsible Gaming section and industry standards.

3. Real-money balance of €153,146.11 confirmed by the operator

The operator first removed the balance, then later restored it and confirmed it as fully withdrawable.

This is documented in emails, screenshots and account history.

4. Entire confirmed balance lost within 40 minutes

After the unlawful reopening of the addiction-blocked account, the balance became playable and was lost extremely fast (23–24 August) without any significant win or single positive session.

Under a valid addiction block, this loss should have been impossible.

5. GDPR/nDSG violations

Two formal data requests under Art. 15 GDPR were rejected in writing.

This is a legal violation.

6. Zero operator communication since 15 October

All emails to support@, compliance@ and altaprime.com have been ignored.

7. Evidence package fully prepared

A1–A13 (screenshots, system messages, timeline, AGB violations) is complete and structured.

I understand that CasinoGuru cannot take every case.

However, this situation involves:

– Responsible Gaming violations

– Addiction-block reopening

– confirmed balance manipulation

– GDPR refusal

– and a fully documented sequence of events

This is why I kindly ask if the case can be re-evaluated or escalated internally, as it concerns systemic compliance issues rather than a regular "game outcome".

Thank you for your understanding and time.

Jonil Deskaj

Even though I see how frustrating this whole situation is for you, unfortunately, as Jozef has explained in your complaints thread before, we are unable to help anyhow, and you should contact the licensing authority if you are unhappy with our decision.

I'm sorry we couldn't be of much help here.

Dear CasinoGuru Team, dear Jozef,

dear GambleZen representative,

I respectfully request a formal re-assessment of this case, as the current closure leaves material AGB and compliance contradictions unresolved.

This is not about goodwill or emotions, but about consistent application of the operator’s own Terms, Responsible Gaming logic, payout rules and GDPR obligations.

1) Key facts (brief)

Player: Jonil Deskaj

GambleZen account: Lonii

Confirmed real-money balance: €153,146.11

Paid out later: €1,500 → open amount €151,646.11

2) Core contradiction: RG / "gambling addiction" block vs. later gameplay

On 25 July 2025, the system explicitly displayed:

"User is blocked due to gambling addiction."

According to GambleZen’s own Terms, when an account is suspended/blocked, all activities must cease, including gaming, betting and deposits.

Despite this, the account was reopened and made playable, and real-money gameplay was allowed.

This creates a binary inconsistency:

Either the RG block was valid → gameplay and losses must never have been allowed,

or the block was not valid → then it cannot be relied upon later to justify actions.

Both scenarios require clarification.

3) AGB contradiction: Reopening only upon user request

The Terms explicitly state that a closed account may only be reopened "if you asked us to do it again."

I never requested a reopening.

If the casino claims otherwise, it must provide:

timestamp,

channel,

internal log or ticket reference.

Absent such proof, the reopening appears unauthorized under the operator’s own AGB.

4) Withdrawals and "player decision" argument

The casino states that funds were available for withdrawal and that I chose to continue playing.

However:

Withdrawals are subject to strict limits (e.g. €500 per transaction, monthly caps).

During this pending-withdrawal phase, gaming remained enabled, despite the RG block.

If an RG block exists, player choice is legally irrelevant, as gameplay must not be possible at all.

5) GDPR (Art. 15) – refusal to provide logs

On 25 July 2025, support explicitly stated that full game and transaction data would not be provided.

Without:

game-round logs,

timestamps,

internal RG / reopening markers,

a proper assessment is objectively impossible.

6) Questions requiring a direct casino response

For a fair reassessment, I kindly ask CasinoGuru to request that GambleZen answers:

When and how did I allegedly request the account reopening? (log proof)

What exact RG / addiction status was active when the system showed the block message?

Why was real-money gameplay possible despite a suspension that should stop all activity?

Why were Art. 15 GDPR data requests refused?

What controls prevent gaming on RG-blocked accounts during pending withdrawals?

7) Evidence & solution

I can immediately provide a structured HTML evidence package with 22 attachments (AGB snapshot, emails, screenshots, timeline).

My objective is constructive resolution, not escalation.

GambleZen may also contact me directly to discuss a solution.

Kind regards,

Jonil Deskaj

Unfortunately, as I can see in your case, you did not provide any information regarding your gambling issue to the casino before you lost all your money, and that is why your case got rejected.

If you'd like to try and reopen your case, you can do so in your account, and our complaint team will let you know if anything can be done. I'm afraid, though, that after reviewing the whole complaint, there is not much we can help with.

does anyone else have problems with an incomplete play history at gamblezen?

i did several thousand spins on one slot today but i can only scroll down to like 500 or maybe 1000 spins in the play history 🙁

And why do you need to see more spins? Have you tried asking in the live chat if it's possible to see more?

Romi, thank you for your reply.

I would like to clarify this based on CasinoGuru’s own Fair Play Code.

According to the Code, Responsible Gaming restrictions must be technically enforced and may only be removed through a formal, documented process. Player self-reporting is not a prerequisite once such a restriction is active.  

On 25 July 2025, my account displayed a system message "User is blocked due to gambling addiction", and access was denied (evidence attached). This confirms an active, enforced RG block.

On 21 August 2025, the casino confirmed that the account was successfully re-opened and that full access was restored, without any evidence of a formal lift of the prior RG block.

Under CasinoGuru’s own standards, a later administrative closure does not replace or retroactively justify the absence of an RG-lift.

I therefore respectfully request a reassessment in line with the Fair Play Code and ask that the casino be required to provide timestamps, logs and the policy step showing when the RG block from 25 July 2025 was lifted prior to reopening.

Please contact our complaint team regarding this, as I have written in my previous reply to you. Unfortunately, here on the forum you won't succeed.