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Dear Casino Guru Team,

I am seeking your help in recovering a balance of €360 that was confiscated by Gamblits Casino without proper justification.

In mid-May, I deposited approximately €500 and accepted their deposit bonus offer. I completed the wagering requirement using games that were explicitly listed as eligible at the time, including titles from Hacksaw Gaming such as Wheel and Mines. By the time I fulfilled the bonus conditions, I had lost all of my real funds, and my remaining €360 in bonus funds was converted into real balance.

On June 15, I submitted a withdrawal request for this balance. However, the following day (June 16), I discovered that my account had been blocked, and the withdrawal had not been processed. I attempted to reach customer support via live chat, but it was unavailable, so I sent an email requesting information about both the account block and the status of my withdrawal.

On June 18, I received a response from the casino accusing me of "bonus abuse" and informing me that my €360 balance had been confiscated.

I firmly reject this accusation. I complied fully with the Terms and Conditions that were in effect at the time I played. Upon reviewing the current version of their Terms, I noticed that they have since added a new clause specifically addressing "bonus abuse," which was not present during my gameplay. I responded on the same day, June 18, pointing out that retroactively applying new rules to past activity is deeply unfair, and I requested a proper justification based on the Terms that were active when I completed the wagering.

In their reply on June 19, they referred to clauses 9.8 and 4, citing a longer excerpt from their Terms and Conditions. For the sake of relevance, I am only including the specific parts they appeared to rely on in relation to my case:

"9.8. Please note that we cannot guarantee successful processing of withdrawals or refunds in the event if you breach the Restricted Use policy stated in Clauses 3.3 and 4."

[...]

"4.1. Restrictions: You shall not:"

[...]

"4.1.7: Engage in activities that might be perceived as attempts to cheat the Service [...]"

This is the only clause that could even vaguely be applied to my case, and I believe it is far too vague and subjective to justify confiscating a legitimate balance. The wording refers to "activities that might be perceived as attempts to cheat," which open to arbitrary interpretation. Playing permitted games that were clearly marked as eligible for bonus wagering should not reasonably be classified under such a clause.

I responded again on June 19, restating my position and requesting specific details about how my activity breached their rules. On June 20, they replied stating that their decision was final and would not be changed.

It appears that Gamblits Casino is using vague and overly broad terms to justify the confiscation of player funds and the closure of accounts. In this case, they have refused to reference any concrete or applicable rule that was actually in place at the time of gameplay.

I would greatly appreciate your assessment of whether this practice can be considered fair, and I ask for your assistance in recovering the €360 that is owed to me.

For reference, I have attached the full email correspondence between myself and Gamblits Casino, including all responses and my attempts to resolve the issue directly.

Best regards,

Mannfred

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing.

To better understand your situation and help you recover your funds, could you please clarify the following points:

• While your bonus was active, did you play any regular slot games, or only Limbo, Plinko, and Wheel?
• Did you see any warning or notification stating that Wheel or Mines are not allowed during bonus play?
• Have you ever made a successful withdrawal from this casino before?
• Has the casino refunded your deposit, or was your initial deposit also taken?

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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Thank you for your patience, and stay safe.

Dear Veronika,

Thank you for your response and for looking into my case.

To answer your questions:

• As far as I remember, I did not play any traditional slot games while the bonus was active. I only played non-slot games from Hacksaw, such as Limbo, Plinko, Lines, Mines, and Wheel.
• I did not receive any warning or notification stating that these games were not allowed during bonus play. In fact, these games were specifically listed as eligible for bonus wagering at the time.
• Yes, I have had multiple successful withdrawals from this casino in the past. The most recent one was around the end of April.
• No, the casino did not refund anything. They closed my account and confiscated the remaining balance entirely.

Please let me know if you need any further information. I truly appreciate your assistance in helping me resolve this issue.

Best regards,

M.

Do you have any screenshots or other evidence showing that the games you played were eligible for bonus wagering at the time? If so, please share them here or send them to me at [email protected]. Thank you for your cooperation.

Dear Veronika,

Thank you for your follow-up.

Unfortunately, I do not have a screenshot showing that the games were eligible for bonus wagering at the time. I did not anticipate any issues and therefore did not think to document this at the time of play.

However, I based my gameplay entirely on the information provided directly on the casino’s website, where these games were clearly listed as eligible for bonus wagering. If there had been any restrictions or exclusions, I would have certainly followed them.

Please let me know if there is anything else I can provide to support the case. I appreciate your efforts and continued assistance.

Best regards,

Mannfred

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mannfred,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gamblits Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gamblits Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mr. Mannfred,

Thank you for your message and for taking the time to explain your concerns in such detail. We truly understand how upsetting it must have been to have your account closed and your withdrawal declined, and we regret that your experience with us ended this way.

After carefully reviewing your account and gameplay history, our team identified a pattern of activity that strongly resembled known bonus abuse strategies. While we acknowledge that the games you played were technically allowed under the promotion at the time, the overall strategy appeared to take unfair advantage of the bonus system. Even when eligible games are used, we have an obligation to act when the intent or pattern of play goes against the spirit of our promotions.

We understand that you believe the rules were changed after the fact. However, we would like to clarify that the relevant terms relating to bonus misuse and fair play were already part of our Terms and Conditions during the period in which your gameplay and withdrawal took place. No rules were applied retroactively. Our team cited clauses that were in effect at the time and that explicitly grant us the right to act in cases of abuse or misconduct.

With all this taken into account, the decision to close your account and confiscate the remaining balance was not made lightly. It followed a detailed investigation by our compliance team and was based on the evidence available at the time.

We are genuinely sorry that this outcome has left you dissatisfied. While we stand by the decision, we do appreciate your feedback and the opportunity to respond to your concerns. Should you wish to receive further clarification or supporting information, we remain available to assist.

Kind regards,

Compliance Team

Gamblits Casino

Dear Gamblits Casino,

Thank you for your reply.

However, your statement that "the relevant terms relating to bonus misuse and fair play were already part of our Terms and Conditions during the period in which your gameplay and withdrawal took place" is factually incorrect. During my gameplay in mid-May, no such terms were present. Your updated Terms and Conditions, which include references to "bonus misuse" and "fair play," were published on June 13, after my gameplay had concluded and just prior to my withdrawal request.

For your reference, I have attached screenshots of your full Terms and Conditions as they existed at the time of my gameplay. As you can verify, this version does not contain any language relating to "bonus misuse" or "fair play". The only potentially relevant sections in effect at the time were clauses 9.8 and 4, which you already referenced in your email as justification for confiscating my funds and which I have already addressed in my complaint.

My position remains unchanged: these clauses are vague and overly broad, and should not reasonably serve as the sole basis for confiscating player funds, especially when, as you acknowledge, the games I played were "technically allowed under the promotion at the time."

You also mentioned that you "have an obligation to act when the intent or pattern of play goes against the spirit of our promotions." I would appreciate it if you could clarify what exactly you mean by "the spirit of your promotions." If the goal of the promotion was to attract player deposits and engagement on your platform rather than on one of your many competitors, I believe my actions were fully aligned with that objective.

Therefore, I respectfully repeat my request that you either clearly identify the specific rule or clause from your Terms and Conditions that was in effect at the time of my gameplay and allegedly breached, or return the confiscated balance of €360.

Best regards,

Mannfred

Dear Gamblits Casino,

Thank you for your clarification.

However, in order to properly consider your claims regarding the alleged abusive behavior, we kindly request that you provide substantiating evidence. Please send any relevant documentation or records supporting your allegations to my email address at [email protected].

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mannfred,

Unfortunately, the casino has not provided any supporting evidence despite multiple requests within the given timeframe. Without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo