Gamblezen Casino - Player’s account has been closed with no reason given.

Dear CazinoGuru team,

I am reaching out regarding an issue I encountered with a casino. On March 26, 2025, my account was closed by them, and in the attachments, you will find the email they sent me. I would like to point out that I have not violated any of their terms or conditions, nor have I had any duplicate account on their platform, contrary to what they are implying. Nevertheless, my account was closed after I requested a refund via email, citing the fact that they may be using money laundering techniques through other merchants.

What I mean by this is that, in my bank statement, I noticed transactions from merchants who provide services unrelated to gambling. This raised suspicions for me, especially since I have activated security measures against gambling deposits, and yet I was allowed to play. In my opinion, responsible gambling does not work this way, and what they are doing is both illegal and immoral.

I requested a refund for all the deposits made on their platform, but my request was declined. This is why I am turning to your forum in the hope of resolving this issue.

The transactions can be seen in the attachments below, along with proof of their response. Additionally, if the Gamblezen team claims I have duplicate accounts, I kindly ask you to request the logs, as before making a deposit, I specifically asked via live chat if I had any other accounts on their site, and the support representative clearly confirmed that I did not. That is why I am requesting the logs from that conversation.

Thank you for your attention and support.

Best regards,

Hello denispyth,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamblezen Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if you had any real money balance on your casino account?
• Did you ever mention your gambling issues to the casino?
• When was the last time you spoke to the casino and what was it about?

Unfortunately, if you did not request a self-exclusion directly from the casino, they are not obligate to refund any deposits which you have already played with.

Looking forward to your answer.

Regards,

Nick

Hello denispyth,

Unless the deposit you made—regardless of the merchant name—was not credited to your casino balance, there is unfortunately little that can be done in such cases. Many casinos use different merchant names depending on their payment provider.

You may consider initiating a chargeback through your payment method, but the casino has no obligation to refund any balance if it was successfully credited to your account.

Keep in mind that making recharges may cause some additional trouble when depositing into other casinos as well.

Additionally, since your casino balance was zero, the casino has the right to block your account without providing a reason, and they are not required to offer an explanation.

Is there anything else we could assist you with?

Best regards,

Nick