The player from Germany deposited €1000 for a welcome bonus but found his account suspended the next day after accumulating a bonus balance of €6160. He believes the closure is fraudulent as he was not allowed to complete the bonus wagering and is requesting reinstatement of the bonus balance.
Gamblezen Casino - Player’s account has been closed and winnings confiscated.
Amount: €6,160
Gamblezen Casino
Safety Index:HighSafety Index
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8.1
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Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 15m 28s
Case summary
6 hours ago
Public
Public
15 hours ago
Translation
Hello,
On November 21, 2024, I deposited €1000 for the 4th Welcome Bonus and received a €1250 bonus.
https://gamblezen.eu/de/promo/item/welcome-bonus-pack
I didn't win anything with the real money.
Then I activated the bonus and continued playing with the bonus. With the bonus money, I was able to reach a bonus balance of €6160.
When I tried to log in the next day, I was shocked to find that my account had been suspended. I immediately sent an email to the casino asking why my account was suspended and why I wasn't given the chance to complete my bonus wagering.
Then I received the following response:
My account was closed, and my bonus balance of €6160 was canceled. I view this behavior as fraudulent because I was not given the chance to complete the bonus wagering and subsequently withdraw the real money winnings. The bonus was still valid for 10 days.
I demand that the casino reinstates the full bonus balance to my account, allowing me to complete the bonus wagering.
I hope you can help me resolve this case.
Best regards,
Michael
Automatic translation:
Public
Public
9 hours ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.
Please note we believe the casino can close players' accounts at any time for any reason as long as they don't withhold any withdrawable balance.
Please allow me to ask you a few questions, so I can better understand the situation.
- Has the casino refunded your deposit already?
- Is the game on the screenshot the only one you played? If not, which other games have you played?
- Do you have any records on the progress of the wagering already completed?
Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
