Gamblezen Casino - プレイヤーの賞金が不当に没収されました。

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Gamblezen Casino. I have checked the bonus terms and conditions and have found the following rule:

1.5. After meeting the requirements for wagering and converting bonus funds into real money, the user must first withdraw the converted funds before making a new deposit and continuing to play. If this requirement is not met, all subsequent winnings will be annulled, except for an amount equal to x5 of the initial deposit bonus or deposit-free spins; or up to the maximum allowed withdrawal amount set by the rules for no-deposit bonuses or no-deposit free spins.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise what specific bonus you claimed? Can you please share the link to it or a screenshot with the bonus description?
• Was it the first bonus you claimed at this casino?
• Has the support agent ever mentioned that the real money deposit was required?
• Have you ever made any deposits to this casino?
• Did you pass the verification before you lost access to the account?  

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,

Natalia

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Hi Natalie!

Thank you for your reply and for reviewing my case.

To clarify, the specific bonus I accepted was the 60 Free Spins no-deposit offer on Bill & Coin 2: Mummy Mischief. Please see the attached screenshot of the promotional email I received directly from GambleZen, which clearly states:

"60 FS no deposit"

Maximum win capped at 40 EUR

Valid until September 5 with 3 days to use after activation

I am also a verified player and have deposited many times before. However, this promotion was explicitly advertised as no deposit required, and I accepted it under those terms. This was my first bonus I ever accepted. I was never told by the support that a real money deposit was required. Just that I needed to complete the wager and everything collected after the threshold would be taken away because of the maximum $60 limit. Which was fine with me the first time. But then it happened again after using the real balance.

I would also like to highlight Rule 1.5 of your Terms & Conditions, which states:

"After meeting the requirements for wagering and converting bonus funds into real money, the user must first withdraw the converted funds before making a new deposit and continuing to play. If this requirement is not met, all subsequent winnings will be annulled, except for an amount equal to x5 of the initial deposit bonus or deposit-free spins; or up to the maximum allowed withdrawal amount set by the rules for no-deposit bonuses or no-deposit free spins."

Based on this, my winnings from the 60 Free Spins fall under the no-deposit free spins category. Therefore, they should be limited only to the stated maximum withdrawal cap of 40 EUR, not annulled or reduced due to additional deposit requirements.

I kindly request that my case be reviewed again in light of both the attached promotional evidence and Rule 1.5 of their Terms. My understanding is that my winnings should be honored within the stated limits of this no-deposit promotion.

Thank you very much for your time and assistance.

Sincerely,

Robert ****

Thank you very much for your reply! If you had any additional communication with the casino relevant to this case, could you please forward it to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hey Natalie! I have emailed you all the chat logs I’ve had with agents! Thank you so much for replying and looking into my case.

I’d also like to add that I was browsing the website and found a complaint that looks exactly the same. Not sure if this helps or not

https://casino.guru/complaints/gamblezen-casino-player-s-winnings-have-been-confiscated

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.

Dear Nomuffins,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Gamblezen Casino representative to join this conversation and participate in resolving this complaint.

Dear Gamblezen Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hi Stefan, I hope all is well. I would like to add that this looks to be like the exact same scenario as this case! https://casino.guru/complaints/gamblezen-casino-player-s-winnings-have-been-confiscated-1 . Thank you so much for taking a look at my complaint!

Hello Nomuffins and Stefan,

We would like to inform you that we are currently reviewing this case in detail.

We will provide an update here as soon as we have more information available.

Thank you for your patience and understanding.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

Thank you for your response and the information you have provided.

Please keep us updated once you receive the relevant information regarding the matter.

I'll be awaiting your reply.

Hello Nomuffins and Stefan,

Thank you for your message and for giving us the opportunity to provide our side of the situation.

First of all, we would like to emphasize that this case involves a no deposit bonus. For such bonuses, there are clear rules and limitations that apply, which every player agrees to when activating the bonus.

We refer to the following bonus terms:

1.1. Maximum possible withdrawal amount from the no deposit bonus: €100 / C$150 / A$150 / NZ$ 160 / 400 zł / R$500 / 1000 NOK.

1.2. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus policy.

1.4. All winnings from any bonus are limited to 5 times the bonus amount. This applies both to the maximum amount that can be converted into real money and the maximum cashout. Any excess funds will be voided before withdrawal.

1.5. After meeting the requirements for wagering and converting bonus funds into real money, the user must first withdraw the converted funds before making a new deposit and continuing to play. If this requirement is not met, all subsequent winnings will be annulled, except for an amount equal to x5 of the initial deposit bonus or deposit-free spins; or up to the maximum allowed withdrawal amount set by the rules for no-deposit bonuses or no-deposit free spins.

In this specific case, the bonus in question was a no deposit free spins bonus, and therefore the maximum withdrawal amount applicable is €40 or C$60 (depending on the player’s account currency), which was stated in the promotional e-mail as well.

All winnings above this amount are subject to removal, in accordance with the terms listed above. These rules are in place to ensure fair use of no deposit promotions and apply equally to all players.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

Thank you for your response and the information you have provided.

To allow us to thoroughly review the situation, could you please provide the player's game log, bonus history, and transaction history? You may send the requested details to my email address: [email protected].

I appreciate your cooperation and look forward to your response.

Dear Stefan,

We have sent all the necessary information to your email for your review.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

I have responded to your email and am awaiting your reply.

I look forward to your response.

Dear Stefan,

We have sent the information you requested to your email.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

I would like to kindly follow up on my previous email, to which I have already responded, and I am currently awaiting your reply. Please let me know once you have had the opportunity to review my message.

I look forward to your response.

Dear Stefan,

We have sent the information you requested to your email.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

Thank you for your response and your continued cooperation.

Upon reviewing the provided evidence, it appears that the player’s winnings were capped at $60 after fulfilling the wagering requirements. Subsequently, the player continued to play using real-money funds and achieved the additional winnings referenced above.

We believe that the free spins winnings should be capped only once, upon the initial fulfillment of the wagering requirements. After the balance is capped, any further gameplay should be considered as conducted with real-money funds. Accordingly, we are of the opinion that the player is entitled to receive the full amount of their subsequent winnings.

We hope that we can reach a mutually agreeable resolution on this matter.

I look forward to your response.

Dear Stefan,

We have sent our reply to your email.

Best regards,

Gamblezen Casino.

Dear Gamblezen Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have sent a reply message to your email.

Best regards,

Gamblezen Casino.

Hello Stefan! I appreciate all your help on this case. I just noticed the timer ran out and was wondering if there’s any updates. Thank you so much for all you do!

Dear Gamblezen Casino,

I apologise for the delayed response.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have replied to your email and provided clarification regarding your question.

Best regards,

Gamblezen Casino.

Hello Nomuffins,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for the update. I appreciate all the hard work from you guys. I hope Stefan has a great vacation!

Dear Gamblezen Casino,

I have responded to your email and will be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

We have sent an explanation regarding this matter by email. 

Best Regards,

Gamblezen Casino.