The player from Germany experienced account blocking after attempting to withdraw winnings totalling 619 euros, following registration and the use of bonuses. Although verification was completed quickly, his winnings were deleted, and he was informed of a violation of bonus rules without specific details. The Complaints Team concluded the complaint as unjustified, stating that the player had engaged in a prohibited activity known as 'delayed rounds', which led to an unfair advantage in accumulating winnings. The casino's actions were deemed in accordance with its terms and conditions.
Gamblezen Casino - Player’s account has been closed and his winnings were confiscated.
Amount: €619
Gamblezen Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I registered with the provider on August 14, 2024, and utilized many bonuses while playing various games. In total, I deposited 660 euros. Subsequently, I also played with real money without using a bonus and made a withdrawal of 400 euros and another of 219 euros. Therefore, I still ended up with a loss of around 40 euros. My verification was completed relatively quickly, but then my winnings were deleted and my account was blocked. I only received information that I had violated bonus rules. There was no specific answer as to how. I also didn't play over the 5-euro limit, so it is inexplicable, especially since I did not make a profit.
Automatic translation:
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3 months ago
Dear xidanus99,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Did you make any new deposits to the casino while any of your bonuses were still active?
Could you please specify which bonuses you activated? Kindly send me the screenshots or links to the bonuses you played with.
Are you aware of the fact that the following strategy is considered bonus abuse and it's strictly prohibited in the majority of online casinos?
12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.
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
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3 months ago
Translation
Hello, unfortunately I can no longer access the site and can only say that I definitely used a welcome bonus of 200% and I think 100%. I can't give any more details. I also played several games like BigBassBonanza, Lagacy of Dead, Street Fighter 2 all the time. When I used real money, the bonus was no longer active. When I made the second withdrawal of 219 euros, I only played Street Fighter 2, among other things, and I played it all the time at 1 euro. I had 4 or the "fight" before I got free spins and the winnings. So I was just lucky and postponed the free spins function or something similar until later.
PS It should be noted that the game crashed several times and my winnings were not displayed for a long time (about an hour). I was also unable to load the game.
If I get a deposit refunded, that's enough for me.
Automatic translation:
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3 months ago
Thank you very much, xidanus99, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Hello, xidanus99,
I am sorry to hear about your trouble. 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 has the user's account been blocked/closed and winnings confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Would the casino be able and willing to refund the user's last deposit?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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3 months ago
Hello, Branislav. We`` have sent you the game history and the details of players activity to your email. Thank you.
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Respectfully,
Gamblezen Casino Representative
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3 months ago
Dear xidanus99,
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the intentional performance of a prohibited activity, "delayed rounds", which gave you a significant unfair advantage for accumulating your disputed winnings.
The casino acted in accordance with its terms and conditions. When we consider your game history without the illegitimate winnings and their impact on your play, your last deposit was lost by playing.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, Gamblezen Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
