The player from Germany deposited €834 for a bonus at Gamblezen and won approximately €5,200. However, after wagering nearly 50% of the winnings, their entire balance disappeared, and the casino subsequently closed the account without explanation and revoked the bonus. The player seeks clarity on the account closure and compensation for the deposit.
Gamblezen Casino - Player’s account has been closed without reason.
Amount: €5,000
Gamblezen Casino
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8.1
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Case opened
Current status
Waiting for Casino Guru to reply
5d 1h 20m 36s
Case summary
2 days ago
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1 week ago
Translation
Dear Casino Guru Team,
On November 21, 2024, I used a bonus at Gamblezen. I deposited €834 for the bonus, but then I first won with the bonus money. We are talking about roughly €5,200 that I won with the bonus money, but I still had to wager. When I had almost 50% of the winnings wagered, my entire balance suddenly disappeared. I reloaded the site, logged out and back in, and tried a different browser, but my balance remained at 0.
For this reason, I went to the casino's live chat to ask for help. They forwarded the case to the responsible risk department, and it didn't take long before I received an email from them. (See the screenshot attached)
They decided to close my account and took the right to cancel my bonus. But where is the explanation for this?
I did not break any rules. I did not play any prohibited games and adhered to the bonus terms and conditions.
I am shocked that I trusted the casino and deposited money. I entered into a deal with the casino at that moment, and they simply broke it.
I paid a lot of money for a bonus that offered me a second chance to win. However, this bonus was taken from me without explanation, and I essentially deposited for a lie? The casino took away what was due to me after the deposit, so it would be more than appropriate to refund my deposit.
But even if they refund my deposit, I still find it absolutely unprofessional to cancel a bonus without explanation and wrongfully.
I think I at least deserve an explanation. The casino should tell me what I did wrong for them to take the right to cancel my bonus and close my account.
I sincerely hope the Casino Guru Team can support me in resolving this case with Gamblezen.
Kind regards,
Ninosch
Automatic translation:
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1 week ago
Dear Ninosch,
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.
- Which games or slots have you played to wager the bonus?
- Could you please explain if this was your first deposit? Was the bonus you received the welcome deposit bonus?
- Was your account verified?
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Hello, nice that you got in touch so quickly.
It wasn't my first deposit at the casino and it wasn't a welcome bonus either. The casino had a kind of bonus map where new bonuses were offered every day. I got the bonus from November 21st because the bonus was very high. I then deposited €834 to get the full bonus.
I first played Limbo by Hacksaw with real money and won around €5200. Then I tried to use the bonus on Wild Orient. Neither of them were prohibited games. I checked the bonus terms and conditions beforehand.
My account was verified.
I hope I was able to help you with this answer.
Kind regards
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5 days ago
Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 days ago
Hello Ninosch,
It's Michal again. I have taken over this complaint as well. I'm already in touch with the Gamblezen Casino team regarding your case. It looks like their security team detected more players that have been involved in the same or very similar betting behaviour as you, and I'm discussing the situation with them. I'm hopeful to provide more details in a reasonable time.
Casino Guru is examining the case
