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Hello,

On November 21, 2024, I deposited €1000 for the 4th Welcome Bonus and received a €1250 bonus.

https://gamblezen.eu/de/promo/item/welcome-bonus-pack

I didn't win anything with the real money.

Then I activated the bonus and continued playing with the bonus. With the bonus money, I was able to reach a bonus balance of €6160.

When I tried to log in the next day, I was shocked to find that my account had been suspended. I immediately sent an email to the casino asking why my account was suspended and why I wasn't given the chance to complete my bonus wagering.

Then I received the following response:

My account was closed, and my bonus balance of €6160 was canceled. I view this behavior as fraudulent because I was not given the chance to complete the bonus wagering and subsequently withdraw the real money winnings. The bonus was still valid for 10 days.

I demand that the casino reinstates the full bonus balance to my account, allowing me to complete the bonus wagering.

I hope you can help me resolve this case.

Best regards,

Michael

Hallo,

ich habe am 21.11.2024 für den 4. Willkommensbonus 1000€ eingezahlt und 1250€ Bonus erhalten.

https://gamblezen.eu/de/promo/item/welcome-bonus-pack

Mit dem Echtgeld habe ich nichts gewonnen.

Danach habe ich den Bonus aktiviert und mit dem Bonus weitergespielt. Mit dem Bonusgeld konnte ich auf ein Bonusguthaben von 6160€ kommen.

Als ich mich dann am nächsten Tag einloggen wollte, musste ich mit Erschrecken feststellen, dass mein Account gesperrt wurde. Ich habe sofort eine Email an das Casino geschrieben mit der Frage, warum mein Account gesperrt wurde und warum ich nicht die Möglichkeit bekommen habe meinen Bonus fertig umzusetzen.

Daraufhin habe ich dann folgende Antwort erhalten:

Mein Konto wurde geschlossen und mein Bonusguthaben von 6160€ storniert. Dieses Verhalten betrachte ich als betrügerisch, da mir die Möglichkeit genommen wurde, den Bonus fertig umzusetzen und anschließend den Echtgeldgewinn auszuzahlen. Der Bonus war noch 10 Tage gültig.

Ich verlange von dem Casino, dass das Bonusguthaben vollständig auf mein Konto zurück gebucht wird und ich dann die Möglichkeit erhalten, den Bonus umzusetzen.

Ich hoffe sie können mir helfen, diesen Fall zu klären.

liebe Grüße,

Michael

Dear Popy71,

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

Please note we believe the casino can close players' accounts at any time for any reason as long as they don't withhold any withdrawable balance.

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

• Has the casino refunded your deposit already?
• Is the game on the screenshot the only one you played? If not, which other games have you played?
• Do you have any records on the progress of the wagering already completed?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I won a large amount with this bonus and had a bonus balance of over €6160. The bonus was canceled with only one intention: to avoid a large withdrawal. And in my opinion, that is fraud.

I did not receive the deposit back.

Real money and bonus are separate. I played Mines (Spribe) with the real money and was unable to win anything. With the bonus credit I was then able to win a large amount of €5000 on Limbo (Hacksaw) and then had a total bonus credit of €6160.

Mines (Spribe) and Limbo (Hacksaw) were the only games I played.

The wager progress was about 1000/90000€, so there were still about 89000€ to be wagered.

kind regards,

Michael

Hallo Tomas,

Ich habe mit diesem Bonus einen großen Betrag gewonnen und hatte ein Bonus Guthaben von über 6160€. Der Bonus wurde nur mit einer Absicht storniert und zwar um eine große Auszahlung zu vermeiden. Und das ist aus meiner Sicht Betrug.

Die Einzahlung habe ich nicht zurückerhalten.

Echtgeld und Bonus sind getrennt voneinander. Mit dem Echtgeld habe ich Mines (Spribe) gespielt und konnte keinen Gewinn erzielen. Mit dem Bonusguthaben konnte ich dann bei Limbo (Hacksaw) einen großen Betrag von 5000€ gewinnen und hatte dann ein Bonusguthaben von insgesamt 6160€.

Mines (Spribe) und Limbo (Hacksaw) waren die einzigen Spiele, die ich gespielt habe.

Der Wager Fortschritt war ca. 1000/90000€ es waren also noch ca. 89000€ umzusetzen.

lieben Gruß,

Michael

Thank you very much, Popy71, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Popy71,

It's Michal again and I have taken over this complaint. I have thoroughly examined your case, and as my colleague Tomas has indicated, we maintain that casinos reserve the right to close any player's account at their discretion, provided that no withdrawable balance is being withheld. I recognize that such measures may not contribute to an ideal user experience; however, these protocols are standard within the industry and are commonly found across nearly all online casinos, typically implemented for legitimate reasons. I will reach out to the casino to obtain further clarification on this issue.

We would like to invite Gamblezen Casino to join the conversation.

Dear Gamblezen Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the closure of the player's account while they were wagering the bonus. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru

Hello, Popy71 and Michal,

We need some time to thoroughly review this case. I’ll get back to you with the necessary information as soon as possible.

Best regards,

Gamblezen Casino

Thank you for the information and evidence provided so far, Gamblezen Team.

Dear Popy71,

I would like to offer you a brief update. I'm in communication with the Gamblezen Team. It turned out that the situation is more intricate than initially anticipated. I will need more time to assess all the information and evidence with my colleagues and identify an appropriate course of action. I will provide an update once it's available.

Could you please confirm if any of your family members or friends hold an account at Gamblezen Casino? If so, have you been playing in the casino at similar times, perhaps during a visit?

Hello Michal,

I don't know any friends or family members who have an account with Gamblezen.

kind regards,

Michael

Hallo Michal,

ich kenne keine Freunde oder Familienmitglieder, die ein Konto bei Gamblezen haben.

lieben Gruß,

Michael

Dear Popy71,

Thank you for the confirmation. As mentioned I will need to review all the information and evidence alongside my colleagues to determine the best way forward. I will keep you updated as soon as I can.

Hello Michal,

thank you, I hope you can clarify the case.

kind regards,

Michael

Hallo Michal,

danke, ich hoffe Sie können den Fall klären.

lieben Gruß,

Michael

Dear Popy71,  

I appreciate your emails containing the extra information and evidence. I will continue to communicate with the casino team about your situation and work towards finding a suitable resolution.