The player from Germany experienced issues with withdrawing winnings after using a no-deposit bonus. She initially won about 200-300 Euros, but after a drop, her withdrawal of 90 Euros was canceled, and she received requests for further deposits and wagering requirements to access her funds. She expressed frustration over what she perceived as changing bonus terms. The Complaints Team clarified that the casino's policy required a deposit to match the withdrawal amount due to the activation of multiple free bonuses without intervening deposits. Ultimately, the complaint was closed as the casino's rules regarding bonus withdrawals were upheld and could not be changed.
Gizbo Casino - Player's withdrawal has been canceled and delayed.
Amount: €90
Gizbo Casino
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8.7
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Don't know what I missed in the AEG's?
Briefly described: I received a message via WhatsApp saying that I would receive 50 free spins without a deposit using the bonus code. I used this and won around 10 euros from the free spins, which I then had to wager 40 times to get cash. It went well, I had won 200-300 euros and suddenly it was 98 euros. I assume that I had played through the bonus money and the withdrawal is limited to 100 euros. I then wanted to withdraw 90 euros, which was no problem as my credit card is still stored from the deposit in December.
The payout was cancelled. Verify first, OK, that's normal. In the meantime, my payout was cancelled several times!
To my inquiry why? I received this answer...(
You must make a deposit equal to your current balance and make a deposit x30 in slot games.)
I copied the text... If these are the new bonus terms... Then I'm out... At least with Gizbo... Pure waste of time...
Lg Petra R.
Edited by a Casino Guru admin
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2 months ago
Dear Petra2807,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.
Has the casino customer support specified where in the Terms and Conditions you can find this rule?
Have you played with any no-deposit bonuses in this casino before and won?
When was the last time you deposited money into this casino?
Are there any specific bonus terms available in your casino profile with this particular bonus? If so, kindly send me a screenshot of them.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
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Hello
So the support employee said it was because of clause 10.6...
I have certainly played with no deposit free spins before but have never won anything or cashed out. But I deposited between November and December last year. I should have sent the screenshots by now.
Lg Petra R.
Edited by a Casino Guru admin
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2 months ago
Thank you for your reply. I have checked the Clause 10.6 in the Terms and Conditions, and this is what I found:
10.6 Liability for bonus abuse
The withdrawal of wagered bonuses is only available to the users with unique verified accounts.
In case of creating duplicate accounts or in case of any discrepancy between data that were initially provided when completing the profile, and the documents provided during account verification, the bonuses that have been received by the user and all related winnings shall be void.
If the user has an active bonus and obtains free spins and other bonuses in any game, they have to wager them before switching to another game. If the user places bonus money bets in any other game when there are unused free spins or other uncompleted bonus games, these actions shall be considered a deliberate violation of the Casino rules. If the Casino identifies such violations, it reserves the right to refuse any payouts and deem void all winnings obtained using the aforementioned strategies.
In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.
Have you activated several no-deposit bonuses in a row without making a deposit in between activating the free bonuses? If possible, please send me a screenshot of your bonus history along with a screenshot of your deposit history.
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2 months ago
Thank you for the screenshots you provided. After reviewing the bonus history, I can see that you activated several free spin bonuses in a row. Please note that it doesn’t matter whether you canceled the bonus or lost it entirely. When multiple free spin bonuses are activated consecutively without depositing in between, the casino is entitled to request an additional deposit to process any winnings from the most recent free spin bonuses. Please let me know if you are willing to make the requested deposit.
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2 months ago
Translation
But the support tells me that in order to be able to withdraw the 90€ I first have to make a deposit of 90€, which I then have to play through 3 times, which means 270€
And then to be able to withdraw the 90€ and the money deposited...
You can't be serious...
So there must be some kind of error, other casinos don't handle it like that...
Is it not possible that I just have to deposit again, i.e. I can only deposit €20 and have to play around with it in order to be able to make my withdrawal?
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2 months ago
I completely understand your frustration with the current withdrawal requirements, and I’m here to provide some clarity.
Since the bonuses you activated were free, the casino has set specific rules regarding withdrawals. As per the bonus terms, in order to withdraw the amount you won from a free bonus, you need to make a deposit equivalent to the amount you wish to withdraw. This ensures that the winnings from the free bonus are treated as legitimate and not as "free money" with no deposit behind it.
If you had made a deposit between each of the free bonuses, you wouldn't be required to make a deposit now. Unfortunately, since you haven’t made a deposit after receiving the bonuses, the casino is asking you to deposit €90 to match the amount you want to withdraw.
I understand that this process might seem different from other casinos, but this is the policy in place to ensure fairness and prevent abuse of bonus systems.
If you’re not comfortable with these conditions, you may decide not to proceed with the deposit. However, please keep in mind that without meeting these requirements, you won’t be able to withdraw the winnings from the free bonus.
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2 months ago
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Well, as I said, I haven't just been playing since yesterday and this has never happened to me before. A deposit of €10-20 and a limited withdrawal of €50-100 is actually normal.
But first I had to spend hours playing around with the money I won from the free spins. Then I had to reduce the money I had played around from almost 300 euros in bonus money to 100 euros in cash. And now I have to deposit 90 euros and play around three times in order to then withdraw the limited sum of 100 euros from winnings from deposit-free free spins. Well, now I know. And hopefully other players do too. Luckily there are lots of casinos where you can also cash out a no deposit bonus. You don't need Gizbo for that.
I would still like to thank you very much for your effort and help. We have already achieved positive results.
Lg Petra R.
Edited by a Casino Guru admin
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1 month ago
I understand your perspective. However, casinos have the right to set their own rules for free play. In many other online casinos, redeeming multiple free bonuses consecutively is prohibited and can result in the confiscation of winnings.
I recognize that a €90 deposit may seem like a significant amount, but since this rule is in place to prevent bonus abuse, we are unable to compel the casino to change it.
As a result, we will be closing this complaint. I’m sorry we couldn’t assist you further, but please don’t hesitate to reach out if you encounter any other issues with this or any other casino in the future.
Thank you for your understanding.
