The player from Germany had deposited €834 for a bonus at Gamblezen and won approximately €5,200. However, after wagering nearly 50% of the winnings, her entire balance disappeared, and the casino subsequently closed the account without explanation and revoked the bonus. The player sought clarity on the account closure and compensation for the deposit. The issue was resolved as the casino reopened the account and processed the player's withdrawal after intervention from the Complaints Team, confirming that the won funds from the amended bonus play had been received.
Gamblezen Casino - Player’s account has been closed without reason.
Amount: €900
Gamblezen Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months 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
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3 months 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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3 months ago
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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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3 months 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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3 months 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.
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3 months ago
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OK, so if I understand correctly, my bonus was cancelled and my account deactivated because the casino, and I quote, "detected similar gaming behavior from another player"?? Is that supposed to be a joke?
I'm sorry, but this is ridiculous and I can't understand it at all.
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3 months ago
Dear Ninosch,
Thank you for your emails. I will keep engaging with the casino team regarding your case and strive to identify an appropriate resolution.
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3 months ago
Dear Ninosch,
I'm still in active communication with the casino team. I'm expecting they will provide their response soon.
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3 months ago
Hello.
Following our conversation with Michal, we have chosen to revisit our earlier decision. We have opened the account and permit the player to continue using the bonus funds for wagering. However, due to prior observations by our security team indicating a pattern of bonus hunting in the player's gameplay, we will impose specific limitations. These measures are intended to ensure the integrity of our platform and to confirm that the player is engaging in the game for enjoyment rather than solely for the purpose of exploiting bonuses.
Here are the conditions for the rest bonus funds
• Bonus wagering will be available on Pragmatic Play slots only
• Max bet 4 EUR
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3 months ago
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Huh? What's that? It's okay to cancel the bonus and close my account?
Then you admit that you did me wrong by restoring the bonus and unlocking my account, but suddenly change the bonus terms and conditions that I deposited for?
Are you still clear?
What kind of logic is that?
I want to play exactly the bonus with the bonus conditions for which I invested and deposited MY money.
Or I want my money back.
Thank you!
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3 months ago
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Is it possible to extend the bonus until the matter is resolved and Michal returns from vacation? Because the bonus expires on 02.01.25.
I've also been on vacation so far and can't suddenly drop everything just because the casino suddenly credits me with the bonus that I could have used in a reasonable amount of time. And it's a completely different bonus that has nothing to do with the previous one.
I don't think it's right that I'm now being credited with a different bonus than the one I actually paid for.
I think the least the casino could do now is extend the bonus and wait for Michal to return from vacation so that we can examine the whole situation more closely.
Thank you for your understanding.
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3 months ago
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Since the bonus expires tomorrow and I have not received any notification, I have now reluctantly accepted the bonus and am now wagering my winnings with the new bonus conditions set by the casino.
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2 months ago
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Hello,
I played the bonus reluctantly because Michal wasn't there in time to continue processing the case for me before the bonus expired. But I'm not happy. I've only been able to take home €900 of my bonus winnings of €5200 because the casino violated the contract. But it doesn't matter. At least it's what I paid in for the bonus. I'm just grateful when we can finally close the case because I'm getting fed up with kindergarten. But the casino has actually requested new documents even though I was already verified. So everything is taking even longer now, especially because the documents I send are simply ignored.
Here you can see the email from January 2, 2024 where the casino requested the documents.
And here is my response to the casino with the documents.
And now you can see the screenshot of another email that was sent by the casino after my reply.
This email is identical to the first one the casino sent me the day before, even though they had already received my documents.
So, just over 30 minutes after I sent them my documents, they sent me the same email again and simply ignored my reply.
The documents I sent to the casino are 100% correct. At least correct in the form the casino requested. Otherwise, the casino did not express itself correctly.
If necessary, I from the Casino Guru team will be happy to send you the documents that I sent to the casino so that you can see that everything was correct.
Kind regards
Ninosch
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2 months ago
Hello Ninosch,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Dear all,
I appreciate your feedback. I am glad to observe the positive developments in light of the current circumstances. I remain optimistic about achieving a satisfactory resolution in the near future.
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2 months ago
Hello. All withdrawals have been processed today, and the complaint is considered resolved.
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2 months ago
Dear Gamblezen Team,
Thank you for the update and for the payment disbursement.
Dear Ninosch,
Could you kindly confirm the receipt of the funds? This will allow me to consider this matter resolved.
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2 months ago
Dear Ninosch,
Thank you for the confirmation. I'm glad that our intervention helped to resolve the situation in a reasonable manner, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
