HomeComplaintsGamblezen Casino - Player's bonus offer was not honored.

Gamblezen Casino - Player's bonus offer was not honored.

Amount: €23

Gamblezen Casino
Safety Index:High
Submitted: 30 Oct 2024 | Case closed : 21 Nov 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 days ago

The player from Germany had made a deposit of €23 expecting a 200% bonus and 100 free spins, but only received the deposited amount. Despite the offer being advertised on the website, the player was informed that it was unavailable. The casino provided evidence that the player had opened multiple accounts, which was against the casino's policy. As a result, the complaint couldn't continue and was rejected.

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3 weeks ago
Translation

Dear Sir or Madam,

Today, I made a deposit of €23 at this casino, which displayed an offer of a 200% bonus and 100 free spins upon deposit. I proceeded with the transaction. However, I only received my real money without the bonus and without the free spins. I contacted live chat, and I was informed that the offer was unavailable, even though it's stated on the website and I had applied for it. It advertised 200%. I believe this is a scam - getting the customer to pay first and then saying it's unavailable afterward. Therefore, I would like to file a complaint. I would like my money back or to receive the 200% bonus plus 100 free spins.

With kind regards, Herting

Automatic translation:
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3 weeks ago

Dear yousefherting,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you received any response to your refund request?
  • Have you previously deposited in the casino and claimed bonuses? (for example the welcome deposit bonus)
  • Could you please share a screenshot of the bonus with the associated bonus rules visible? Please post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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3 weeks ago
Translation

Dear Tomas

1/I contacted the live chat and I asked about refund and I sent email but unfortunately unsuccessful

2/no, this is the first deposit,

3 /

I also got an email It says 250% bonus

However, it says that with Abs. 200% +100 examples and I have them too, I checked them at work but I was told it is not available that is a fraud

Dear big

Herting

Automatic translation:
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3 weeks ago

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2 weeks ago

Thanks for your reply.

Have you decided to play with the deposited funds? Have you started to play with the deposited funds before contacting support?

Has the casino offered any alternative bonuses to you instead?

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2 weeks ago

Hello, Yousefherting and Tomas,


Tomas, we would like to share the details regarding this case to provide proof that it is a duplicated account. Could you please provide your email address so we can send the necessary documentation?


Thank you in advance.


Best regards,

Gamblezen Casino

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2 weeks ago

Dear Gamblezen Casino representative,

my email is tomas@casino.guru

I'll await your input on the matter.

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2 weeks ago

Hello, Tomas. We have sent you the details on the email. Thank you.


Best regards,

Gamblezen Casino

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1 week ago

Thanks to the casino representative for the explanation and evidence provided.

Dear yousefherting,

Please note opening multiple accounts in order to benefit from bonuses is almost universally prohibited in online casinos. As a consequence of this practice online casinos can block player's accounts, and confiscate their balance. I strongly recommend you be careful in the future and open one account exclusively.

Please let me know if there is anything else I might do for you regarding your complaint, otherwise it will be closed.

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1 week ago

Dear yousefherting,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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3 days ago

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

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