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Subject: Credit cancelled despite valid bonus conditions (10-day rule)

I activated the "CARD DAY 14" bonus at Gamblezen Casino (licensed by Curaçao GCB, OGL/2023/109/0075, Altacore NV) – a 135% deposit bonus up to €1000 plus 115 free spins from Pragmatic Play. Over two days of playing, I accumulated a balance of €631.70.

Subsequently, my entire balance was canceled by the casino. The live chat representative (Thomas) explained this by saying the bonus was only valid for 24 hours. However, this contradicts the casino's own bonus terms and conditions: points 5 and 6 of the terms and conditions explicitly state that an activated bonus is valid for 10 days from activation ("Unless otherwise stated, the bonus is valid for 10 days from the time of activation"). Nowhere in the bonus-specific terms and conditions is a 24-hour period mentioned for an already activated bonus – the 24-hour period only refers to how often a new daily pass can be claimed.

I informed the casino of this discrepancy via email on August 15th and requested clarification or restoration of my balance. As of today (September 11th), I have received no response.

My concern is not about receiving a payout of the amount, but rather that the casino adheres to its own written bonus conditions and returns the wrongly canceled credit to me so I can continue playing.

I request assistance in clarifying this case.

Dear Gamblezen team,

I am submitting a formal complaint regarding the cancellation of my bonus balance and I am requesting a written response with a reference number.

What happened:

On 14.08 I made a deposit and activated the daily bonus card ("KARTE TAG 14" / MAP DAY 14). I played across two days and my balance reached €631.70. This balance was then suddenly cancelled. My last completed game was Big Bass Trophy Catch (last win €33.68), played on 15.08.

Why the cancellation is not justified:

Your live chat agent told me this bonus expires 24 hours after it is received. These contradict your own published terms:

The "T&C" link on the bonus card itself leads to your bonus conditions.

Point 6 states: "The bonus is valid for 10 days after activation, after which all bonus funds and their derivatives are cancelled."

Point 5 states the bonus is valid for 10 days "unless otherwise specified" — and the only terms specified for this bonus, via its own T&C link, say 10 days. Nowhere does it state 24 hours.

The agent was unable to point me to any written clause stating a 24-hour validity. In the absence of any such written term, your published 10-day term applies, and my balance was canceled in error.

What I am requesting:

The exact written clause, including its location, stating this bonus expires in 24 hours — or, if none exists, restoration of my canceled balance.

A formal complaint reference number.

Confirmation of your licensing authority and your official dispute-resolution body, this should not be resolved.

I have included screenshots below of the bonus card, the bonus terms and conditions (points 5 and 6), and my game history/balance. I look forward to your written reply. 1. The withdrawal of winnings from welcome bonuses granted without a deposit is limited to: €50.

Bonus conditions

5. Unless otherwise stated, the bonus is valid for 10 days from the time of activation.

6. The bonus is valid for 10 days after activation, after which all bonus funds and their derivatives will be cancelled.

Betreff: Guthaben storniert trotz gültiger Bonusbedingungen (10-Tage-Regel)

Ich habe bei Gamblezen Casino (Lizenz Curaçao GCB, OGL/2023/109/0075, Altacore N.V.) den Bonus "KARTE TAG 14" aktiviert – ein 135%-Einzahlungsbonus bis €1000 plus 115 Freispiele von PragmaticPlay. Über zwei Spieltage habe ich damit ein Guthaben von €631,70 aufgebaut.

Anschließend wurde mein gesamtes Guthaben vom Casino storniert. Der Live-Chat-Mitarbeiter (Thomas) begründete dies damit, der Bonus sei nur 24 Stunden gültig gewesen. Das widerspricht jedoch den eigenen Bonusbedingungen des Casinos: Punkt 5 und 6 der Bedingungen besagen ausdrücklich, dass ein aktivierter Bonus 10 Tage ab Aktivierung gültig ist ("Sofern nicht anders angegeben, ist der Bonus 10 Tage ab dem Zeitpunkt der Aktivierung gültig"). Nirgendwo in den bonusspezifischen Bedingungen ist eine 24-Stunden-Frist für einen bereits aktivierten Bonus genannt – die 24-Stunden-Angabe bezieht sich nur darauf, wie oft eine neue Tageskarte beansprucht werden kann.

Ich habe das Casino am 15. August per E-Mail über diesen Widerspruch informiert und um Klärung bzw. Wiederherstellung des Guthabens gebeten. Bis heute (11. September) habe ich keine Antwort erhalten.

Mir geht es dabei nicht um eine Auszahlung des Betrags, sondern darum, dass das Casino sich an seine eigenen, schriftlich festgelegten Bonusbedingungen hält und mir das zu Unrecht stornierte Guthaben zum Weiterspielen zurückgibt.

Ich bitte um Unterstützung bei der Klärung dieses Falls.

Dear Gamblezen team,

I am submitting a formal complaint regarding the cancellation of my bonus balance and I am requesting a written response with a reference number.

What happened:

On 14.08 I made a deposit and activated the daily bonus card ("KARTE TAG 14" / MAP DAY 14). I played across two days and my balance reached €631.70. This balance was then suddenly cancelled. My last completed game was Big Bass Trophy Catch (last win €33.68), played on 15.08.

Why the cancellation is not justified:

Your live chat agent told me this bonus expires 24 hours after it is received. This contradicts your own published terms:

The "T&C" link on the bonus card itself leads to your Bonusbedingungen.

Point 6 states: "The bonus is valid for 10 days after activation, after which all bonus funds and their derivatives are cancelled."

Point 5 states the bonus is valid for 10 days "unless otherwise specified" — and the only terms specified for this bonus, via its own T&C link, say 10 days. Nowhere does it state 24 hours.

The agent was unable to point me to any written clause stating a 24-hour validity. In the absence of any such written term, your published 10-day term applies, and my balance was cancelled in error.

What I am requesting:

The exact written clause, including its location, stating this bonus expires in 24 hours — or, if none exists, restoration of my cancelled balance.

A formal complaint reference number.

Confirmation of your licensing authority and your official dispute-resolution body, should this not be resolved.

I have included screenshots below of the bonus card, the Bonusbedingungen (points 5 and 6) and my game history/balance. I look forward to your written reply.1. Die Auszahlung von Gewinnen aus Willkommensboni, die ohne Einzahlung gewährt werden, ist begrenzt auf: €50.

Bonus bedingungen

5. Sofern nicht anders angegeben, ist der Bonus 10 Tage ab dem Zeitpunkt der Aktivierung gültig.

6. Der Bonus ist 10 Tage nach Aktivierung gültig, danach werden alle Bonusgelder und deren Derivate storniert.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify how you activated the bonus map on 14 August? Did you have to contact live chat to have the bonus credited to your account?
• Have you previously activated any other maps through this promotional feature?
• Are you still participating in the daily bonus map promotion at this casino?
• Can you see your active promotions anywhere in your casino account? If so, is there a progress bar showing the status of the active bonus or its wagering requirements?

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