Gamblezen Casino - Nalog igrača je zatvoren; dobitak oduzet.

Good Morning.

Some times ago (if I remember correctly it was on 06/06/2024) I have opened account in this casino and collected their welcome bonus.

After loosing whole my initial deposit and bonus money I decided to make another deposit and was lucky to win around 5000 PLN.

Deposit has been made from my mifinity account registered on email address Z*******uballe***88@gmail.com.

I then decided to withdraw my winnings and that is when all the issue started.

First of all when I went to withdraw money I noticed there is no option to withdraw via mifiniti and I already knew most of casinos require to withdraw money same way as they were deposited.

As mifinity was not an option I decided to try and withdraw my winnings by bank transfer to my international Zen banking on which my main account is in Euro and have assigned IBAN from Lithuania.

After couple days I received response from casino that my withdraw has been cancelled as they no longer support Lithuanian accounts, so I tried it again this time using my polish IBAN(also sent them proof to verify it as they have requested it) and after some time I got response that my account has been verified, just to receive another email 2-3 hours later saying that my withdrawal has been cancelled as I requested withdraw not by the same method as deposit was made.

It was already bad customer service as like mentioned before, there was no option of withdraw via mifinity on my account, so I emailed casino requesting explanation how should I withdraw via mifinity while there is no such option in their withdrawal section.

They investigated it and emailed me back saying it has been resolved and they added mifinity withdrawal to my account, so I logged out of casino and log back in to refresh my account and request withdrawal via mifinity.

This process already took around week from my initial withdrawal request, so was happy that they added mifinity and I will finally be able to withdraw my money, but day after that I got email saying that my account has been closed and withdrawal cancelled without option to receive my money back as according to them I have violated site rules.

The only information they provided in the email was that it was due to abusing of bonuses or other promotion, but no explanation how it has been abused or anything, so in good faith I emailed them back requesting to provide me with more information and proof of any violation as I read terms and conditions and was sure that no such incident occurred.

I waited over a week as my email to them has been sent on 13/06/2024, but to this day did not receive any response with any explanation or any proof that I actually violated rules in any way.

I understand that casino have right to close my account without even providing any reason as it is stated in their Terms and Conditions, but I do not agree that I abused site rules and that my winnings should have been cancelled and kept by casino.

Please look into this as I feel I was treated unfairly and even if my account will not get unblocked I at least should have option to withdraw my winnings before casino will close my account and block me from future registrations.

I hope you will be able to help me as like I mentioned I have tried to resolve it directly with casino, but they decided to ignore me.

Maybe they will be able to provide you with any proof of my violation, but as long as I'm aware I have not done anything wrong and feel that I was treated unfairly.

Thank you in forward,

Kamil Z*****

Dear Zbyniuballer1988,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the casino.

To help us better understand your situation and assist you effectively, could you please provide more details on the following points:

• Can you confirm the exact date when you made the initial deposit and the subsequent deposit that led to your winnings?
• Have you received any specific communication from the casino detailing the rules or terms you allegedly violated?
• Have you activated any promotional offer when placing your second deposit?
• When you contacted the casino, did you receive any automated responses or case numbers acknowledging your query?
• Could you provide any screenshots or evidence of your communication with the casino, including their responses and the email stating the account closure?

Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

My initial deposit was on 07/06/2024 around 6-7am, after loosing it and bonus I made another deposit on the same day around 9-10am and I won some money. Then I stopped playing and came back to casino later on that day (in the evening around I think 7-8pm, maybe little later) and was lucky to win some more.

As mentioned in my initial complaint I have only received email from casino stating that my account was closed due to abusing of bonuses or other promotions but no information in what way I broke their terms and conditions, also no respond to my email when I asked about that as I understand that even if I was not aware of doing anything wrong , then if that was the case they have complete right to do so, but no explanation given and that's why I don't understand this, especially that like I said I read terms and conditions and I can't see myself violating rules in any way.

I did not activated any bonus on my second deposit as I was thinking that wagering requirement on bonus was too much and that is why I was unlucky on my first deposit as even when I hit big win, there was still too much wagering to do so in the end that caused me to lost all my deposited and bonus money.

When I responded to their email in regards of account closure I did not received any response, either directly from them or even automated one stating my case will be look into, total silence and completely ignored me. I know that in their email they stated decision is final, but I just requested explanation and said that if they are unable to provide me with proof that I actually violated rules I demand them to allow me to withdraw money and they can close my account afterwards as in their terms and conditions they stated that they can stop offering services to me at any time without providing explanation.

As requested I'm also adding screenshot of my communication with casino.

Final 2 emails schreenshots as was not able to provide them all in one go (exceeded number of attachments):

Hi Zbyniuballer1988,

• Could you please forward the attached screenshots to petronela.k@casino.guru? The current ones are too blurred.

Thank you very much.

Hello,

As requested I have now sent requested screenshots to provided email address.

Please be aware that after uploading them on this site, I removed them from my computer, so had to make new screenshots in order to send them, that's why their size etc may slightly differ.

Kind Regards,

Kamil Z*****

Thank you very much, Zbyniuballer1988, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Zbyniuballer1988,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblezen Casino team,

Could you please explain the player's situation in more detail? Why has his account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello, Dear Casino Guru! We have sent you the details about this case to your email - branislav.b@casino.guru. Thank you.

--

Respectfully,

Gamblezen Casino Representative

Dear Zbyniuballer1988,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - shortly - bonus abuse and/or abuse of games from a specific game provider. Your winnings were accumulated illegitimately, in a strictly prohibited way while playing with an active bonus ("delayed rounds"), which gave an unfair advantage in collecting the illegitimate winnings after the bonus money was lost, with your real money balance (after the second deposit was made). The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Gamblezen Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru