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Dear Casino Guru Team,

​I am opening this complaint against Gamblezen Casino regarding the unfair confiscation of €950.89 from my balance and the cancellation of my €1,100 withdrawal. The casino is misinterpreting and abusing their Bonus Rule 1.4 to void legitimate real money winnings.

​Sequence of Events:

​I claimed a €30 bonus and successfully completed all the wagering requirements.

​Upon completion of the wagering, Gamblezen’s automated system correctly applied Rule 1.4: my balance was capped and automatically reduced to exactly €150 (5x the bonus amount). The excess bonus winnings were removed by the system.

​At this precise moment, the remaining €150 was officially converted and transferred into my Real Money / Cash Balance.

​I did NOT make any new deposits. I simply continued to play games using this unlocked €150 real cash balance. I took a genuine risk with my own real funds and managed to win a total of €1,100.

​When I requested a withdrawal, the Finance Department cancelled it and confiscated €950.89, claiming that Rule 1.4 applies to all subsequent winnings forever because the funds originally originated from a bonus.

​Why the Casino is Wrong:

Rule 1.4 states: "Any exceeded balance will be canceled prior to withdrawal." The casino’s system already performed this exact cancellation when it reduced my balance to €150. Once the money becomes "Real Cash", it is no longer bound by bonus caps. The casino allowed me to wager this cash balance freely without any restrictions or pop-up warnings. Retrospectively confiscating winnings after a player takes a legitimate risk with converted cash is highly unfair and predatory.

​Precedent Case:

I would like to highlight that Casino Guru has already ruled against Gamblezen Casino in a 100% identical case where the player's post-conversion winnings were reinstated:

(Reference: https://casino.guru/complaints/gamblezen-casino-player-s-winnings-have-been-confiscated-1)

​I acted entirely in good faith and followed all written terms. I kindly ask the Casino Guru team to mediate this dispute and help me recover my confiscated funds of €950.89 and complete my €1,100 withdrawal.

​Thank you for your assistance.

​Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Gamblezen Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Thank you very much in advance for your reply.

Best regards,

Attila

​Hello,

​Thank you for your response and for looking into my case. Here are the precise answers to your questions based on my experience and the attached screenshots:

​Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

No, I was never informed by the system, nor was there any pop-up message or notification stating that the bonus terms would continuously apply to my gameplay after the conversion. I acted in completely good faith, assuming that once the system automatically adjusted my balance, the remaining funds were standard real cash.

​Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Yes, as you can see in the attached screenshot , the Gamblezen interface clearly divides the account into separate sections: "Guthaben" (Real Balance) and "Bonus-Guthaben" (Bonus Balance).

​Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Once the wagering requirements were completed, my balance was automatically capped and shifted entirely into the "Guthaben" (Real Balance) section. The "Bonus-Guthaben" section dropped to €0.00. The funds were fully displayed as real, withdrawable money, and the system allowed me to place bets using this real balance without any software restrictions.

​I would also like to clarify the transaction history shown in screenshot:

The cancelled €141.00 withdrawal was a request I initially made myself after the bonus conversion, but I decided to cancel it on my own to continue playing with my real balance. I then successfully increased my balance to €1,100. I requested withdrawals totaling this amount (€500 + €500 + €100). The casino cancelled these specific requests, confiscated €950.89, and only processed the capped amount of €150 (-150.00 € Abgeschlossen).

As the Mail from gamblezen finance team says

​This confirms they allowed me to freely play and risk my own converted cash balance, only to apply a "double cap" after I won, which matches the precedent case I referenced.

​Thank you again for your mediation.

​Best regards,

[Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear suitedmemo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Gamblezen Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Gamblezen Casino,

Please provide detailed information regarding the player's issue, specifically the exact reasons why the player's winnings were confiscated. In addition, the player alleges that the maximum cashout limit associated with the bonus was effectively applied twice. Please clarify whether this is correct, explain how the player's final balance was calculated, and indicate the relevant Terms and Conditions that support the casino's decision. If available, please also provide any relevant supporting evidence, such as the player's gameplay log, bonus history, balance history, or any other records that substantiate the casino's conclusions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

​Thank you for taking over my case and for clearly addressing the "double cap" issue with the casino.

​There are no new updates or changes on my end since my last messages. I have already provided all the screenshots and details. I am now waiting for Gamblezen Casino's explanation.

​Thank you for your support.

​Best regards,

Mehmet Efe Yüksel

Dear Samuel,

Thank you for providing the information regarding this complaint.

We have reviewed the situation with player Suitedmemo.

During our investigation, a technical error was identified that affected the player's balance. As a result, we have decided to resolve the matter in favor of the client - the funds have been fully returned to the player's balance.

We apologize for any inconvenience caused.

We wish you a pleasant gaming experience!

Best regards,

Gamblezen Casino

Hello everyone,

thank you for your replies.

Dear Gamblezen Casino,

thank you for investigating this matter and for providing an update. I appreciate your willingness to review the case and resolve it in the player's favor after identifying the technical issue.

Dear suitedmemo,

the casino has confirmed that the funds have been fully returned to your balance.

Could you please confirm whether this is correct from your side and whether you now have access to the full amount in question? If possible, please also let me know whether you have been able to submit a withdrawal request or if there are any remaining issues that still need to be addressed.

I will await your confirmation before proceeding further.

Thank you both for your cooperation.

Hello everyone

I am really thankful to both parties as I have gotten the exact amount into my bank account by today.

By my side the case has been resolved

Thanks for helping

Mehmet Efe Yüksel

Dear suitedmemo,

I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru