Gamblezen and their condictratory lies

So I have noticed that this casino is very popular and have a good score, so I was surprised by the way they just blatantly lied to me in support.

For 8 months I have been told, every time I try to apply a no deposit bonus code (welcome bonus as well) that I am not elegible for it. But fret not! We will send you an email when there is one available for you! Well, 8 months and no such email arrived.

When trying to activate another code today, I got the same answer and pointed this fact out. I havent even been able to get my welcome no deposit bonus.

The agent told me, sure i did!

So I posted him a screenshot of my casino history, showing 0 activity what so ever from the date that I created my account.

He responded and said that It was credited, but never used so it expired. I pointed out that I was told I was not elegible, so either that is a lie or they lied to me back then.

As the conversation goes on, he proceeds to lie and tell me I have to look further back to see the bonus in the history (I show him the welcome mail with the date and point out that the screenshot of my casino history goes further back than that date, so that would be impossible) He lies and says my screenshot is of this month (The date was 01/06-30/06, so I assume he said that just because it started with 01, not actually bothering to check the dates to keep up his lies)

He tells me that I have gotten my bonus AND used it, changing his story.

I point out this contradictory lie, point out the dates. His answer is that "We are experiencing technical dificulties right now!"

Yep, there is a technical dificulty allright, of being caught between two lies.

Hey, thanks for laying this out in detail. It’s quite clear why this situation feels frustrating.

From what you describe, the core issue doesn’t seem to be the bonus itself, but the inconsistent explanations you were given by support over time. Being told you were not eligible, then later that the bonus was credited, then that it was used, and finally that there were technical issues, those are contradictory statements, and it’s fair to question them.

What often happens with no-deposit and welcome bonuses is that they can be auto-credited in the background, tied to specific eligibility rules or time windows, and then expire without gameplay. That said, if this is the case, support should be able to clearly show when the bonus was credited, under which promotion ID, and why you were marked as ineligible afterward.

At this point, the most productive next step would be to ask the casino for a written confirmation of the bonus history on your account (credit date, expiry date, and usage status), rather than continuing a live chat where explanations keep changing.

What do you think?

I have been trying to communicate with them, but also point out that no matter if they have history on it or not, I cant have "not used the bonus and it expired" and "gotten my bonus and have used it" at the same time. No matter what, "I am confident that I have given you correct information" would be a direct lie to my face.

Needless to say, they did not reply with I emailed them the screenshot with the conflicting information from support.

So I followed your advice and sent support a request for this. This is the result.

So, an update. They have now confirmed that my history is correct and that indeed, no activity has happened on my account. Now what REALLY dissapoints me in this, is that CasinoGuru wont mediate in this case and that these lies will never be reflected on CasinoGurus website. They will just keep their good standing on this site and be listed as a respected and trustworthy casino.

Hello, I understand the disappointment; in cases we are unable to mediate, we at least leave the posts publicly on the forum. Bonuses are truly out of our scope, especially if we are unable to get the bonus or game history. Given the circumstances, there isn't much room for investigation.

I guess your complaint request has been rejected with an explanation, even though I understand the expectations were different. It truly does not leave a positive picture for the casino, if you ask me.

Not really about the bonus but the fact that they are gaslighting their customers. Its a shame casino guru protects such behaviour behind the claim you just said.

The issue is that what you’re describing is a negative support experience, not something we can investigate or measure in the same way as blocked withdrawals or lost funds.

For mediation, we need verifiable impact or data, and in this case there is none to assess.

That doesn’t mean the communication was acceptable, only that it falls outside our investigative scope. A rejected complaint doesn't mean we sided with the casinos or are saying it was all okay as a user experience; it means we can't investigate. Nothing else.

So, emails, casino history, conversations are not data that is usable in this?

What would be the verifiable impact or data?

I believe the Complaint Team provided the best explanation directly via email the moment they rejected the complaint request. Here on the forum, I responded solely to your posts, which included information that there was no bonus or gaming history provided. Hence I said, "Bonuses are truly out of our scope, especially if we are unable to get the bonus or game history. Given the circumstances, there isn't much room for investigation."

I expected the email from the Data team to express a clear reason for the rejection. Could you please share its content? We can take a look at it together.