The player from Sweden, who claimed to have a severe gambling addiction, had been able to open an account and deposit over 13000kr at Gamble Zen, despite supposedly being forbidden from opening accounts with any Altacore N.V. casinos. After losing the funds, the player requested help. The player had provided proof of self-exclusion from other casinos under the same brand, but the casino did not respond to his communications. The player's account at Gamblezen was eventually closed, but no refund was issued. We had clarified that casinos licensed under Curaçao Antillephone N.V. were not obligated to extend self-exclusion to associated brands, and without written proof of such extension, we were unable to confront the casino for a refund. The complaint was closed with the suggestion of using our Self-Exclusion Assistance Tool.
Gamblezen Casino - Player with self-exclusion didn't take effect.
Amount: 13,000 kr
Gamblezen Casino
Safety Index:HighOther
REJECTED
Case summary
I have a sever gambling addiction and i am forbidden to open any kind of account in any off the casinos under Altacore N.V. name, but still i could open a new account on gamblezen and deposit over 13000kr. I played all that money under 24 hours and now am standing alone in my kitchen and I don't know what to do. Even if i won 1 million dollars i would lose it all. I really don't know what to do now , i have 5 usd left in my account.
I was promised to never play here or any altacore casinos,, I have full verification, I have already verified myself before to , i feel so bad like i want to die, please look in to it , i beg you , its not like I am a bad loser , I really have a gambling addiction that i feel in to. I am blocked every were on all sites in the internet , i am blocked from all altacore N.V casinos, I don't understand how i could open a account and get fully verified it should not go.
they have blocked me so i cant contact them and i cant contact them.
Dear mylifeisnotgood,
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.
- Is your casino account currently blocked?
- Have you contacted the casino regarding your issue? Have you received any response?
- Could you please send me any communication from any casino in the past that would confirm the Altacore would ban you from all its brands?
- My email is tomas@casino.guru
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
Yes its closed , i could not make any acount with any other casino , I have they dont replay , they dont do anything. Thats why i come here. Yes i will send it all to you. Thank you!
Thanks for your messages.
Previously you mentioned you couldn't contact the casino. Could you please explain what you mean?
- Have you contacted the casino via email at support@gamblezen.com
- Could you please send me your communication where you attempt to resolve the issue with the casino? Send the information to tomas@casino.guru
Yes, I have sent to them without them answering me. I've also asked the chat, they don't say anything either. I post everything here and I send to your email. I also have proof that these casinos are under the same system as I received a response from their sister casino (betify which is under Altacore NV) and you can see that I have closed myself a long time ago at their different casino.
The casino still hasn't replied to me, it's been over 2 weeks now.
Dear mylifeisnotgood,
The proof you sent that your account was blocked in other casinos seems to be regarding a different email address than indicated in this complaint.
Have you requested a self-exclusion using this email address as well?
Could you please forward the original self-exclusion requests you sent to the casinos using the current email?
Send the information to my email at tomas@casino.guru
I have blocked myself with both emails. I couldn't register with both emails with their other sister casino, but I could with gamble zen. I was fully verified at their casino through my email on both emails, they have my ID at all casinos, they know who I am, what email I had had they known it was me as I have blocked myself through ID. I would not have been able to withdraw any profit because I have blocked myself with my ID as they know it is me.
I have sent both proofs with both emails, I have no more proof as much has happened through chat that is all I have found. Can you please contact them. I have blocked myself with both addresses, I have a gambling problem and I send cash that I have gambling problems to all gambling companies.
please just contact them, they don't answer me in either chat or email. I want them to explain why they let me play even when they know it's me as I've sent my ID to never let me play.
Thanks again!
My only hope is on you Tomas. Please help me, i have waited for so long. Thank you.
I am sorry but casinos licensed in Curacao are obligated to self-exclude you in associated brands.
Has the casino responded to your emails?
Have they self-excluded your accounts in Gamble Zen casino?
They still haven't answered me, yes my account was finally closed but I don't get any money back, they refuse to answer me. They don't even apologize. Please can you help me?
I am glad to hear your account was blocked.
I wish I could be of more help. Most casinos don't extend self-exclusion to associated brands. This requirement is mandatory only in casinos operating under certain licenses. If you haven't informed this particular casino about any gambling problems you were not protected.
If gambling is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_212=true)
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Please let me know if there is anything else I might assist you with, otherwise I'll close the complaint.
But this casino and their sister casino do. If you are blocked at one of their casinos and you play us at one of their sister casinos, they will take your winnings. The same applies to the casino, if you are blocked, frondera's sister sites, you get your money back.
If you've been informed the self-extension that was enacted previously extended to more brands than one, please provide proof of this. Without it, we won't be able to confront the casino. My email is tomas@casino.guru
You are really bad at helping me. It has taken you over 1 month and you are saying the same thing. I have sent you all the evidence but you are not helping me.
I understand your frustration.
I wish I could be of more help.
The casino licensed under Curaçao Antillephone N.V. is not obligated to exclude you from any associated brands. We would need proof of your self-exclusion extended to multiple brands in the written form I asked of you previously. Since you were unable to provide such proof, we stand no chance of confronting the casino and asking for a refund of your deposits. Since your account in the casino is already blocked, we can offer no additional recourse in the matter and the complaint will be closed.
I would like to call your attention to our Self-Exclusion Assistance Tool again if you have a need for it here: https://casino.guru/global-self-exclusion-initiative/assistance-tool
