Hello

I had a confirmed account in this casino. Have some deposits and withdrawals. Recently I have won and withdrawal requests of 840 Euro. Withdrawal requests were made at 14 and 16 June. They used to delay payments and withdrawals were awaiting to be performed. Then i have won another 500 Euro and have another withdrawal request. This time casino have mail message to me saying that they have to check my gameplay. In my question what exact games they wanted to check they didn't give any proper answer just something like they await response from provider. Today I was informed following: "Dear ....

Gamblezen Casino's Risk Department has completed a detailed investigation of your account - .... 

.... account - did not pass the casino security check. When reviewing your game session it was found a violation of the project rules, namely:

- Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

In case of violation of this rule, the administration reserves the right to cancel all winnings.

Due to the detected violations, your balance has been canceled, and your account is closed without the right to reopen. According to the rules of the project, you are forbidden to play on this site. The casino is not responsible for you opening a new account and any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and will not be reviewed".

First of all I didn't delay game rounds using bonus funds. Even if they find any "violation" in my latest deposit session that could not give them any rights to cancel my all balance including the fair winnings from previous sessions the ones they withdraw much sooner. So this casino avoided withdraw my balance without reasons.

Dear gayaneohan111,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the link or the screenshot of the bonus you took? Could you kindly specify when exactly you activated the bonus? Was it after you made your withdrawal requests on June 14 and 16 or before?

Did you make a new deposit into your account while your bonus was still active?

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

In June I have as using real money so using bonuses some times. I didn't have any Active bonus when I made withdrawal requests at 14, 16 and 19. All withdrawal requests were made at real money wager - not bonus. They claim that I had a game round delay, but avoid to tell what exact game was that and when exactly I did it. Only screenshot I have is my withdrawal requests

Thank you very much, gayaneohan111, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear gayaneohan111,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gamblezen Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gamblezen Casino,

Could you please provide detailed information about this case, including the reasons for the closure of the player's account and the forfeiture of their winnings? Additionally, could you please supply any available evidence to substantiate your claims regarding the violation of the Terms and Conditions by sending it to my email address at [email protected]?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, Kubo. We have answered you in direct message.

Dear gayaneohan111,

Following our recent communication with the Gamblezen Casino representative, I'm currently awaiting an official statement from the game provider regarding this issue. I will provide you with updates as soon as we have all the necessary evidence.

Thank you for your patience.

Thank you Kubo.

I want you also to pay attention to the dates of debated game bets and to the dates of withdrawal requests. If they comment any gameplays as violation - does it concern to withdrawal requests made some days ago.

Hello, Dear Casino Guru! We have sent you the details about this case to your email - [email protected]. Thank you.

Dear gayaneohan111,

After a thorough review of the materials provided by the casino, we regret to inform you that we are unable to uphold your complaint. The evidence clearly shows that the allegations of delaying game rounds were valid on multiple occasions.

While it is true that you had no active bonuses at the time of your withdrawal requests, it is evident that you had been accumulating bonus features prior to these requests and began releasing them while playing with real money. This playing pattern strongly suggests that you were aware of your actions and intentionally attempted to gain an unfair advantage over the casino's game system.

The strategy of accumulating bonus features during bonus play and then releasing them with real money is considered a severe violation of the casino's bonus terms and conditions. This practice is prohibited in most casinos worldwide.

Due to the aforementioned reasons I am forced to close your complaint as unjustified.

For future reference, I strongly recommend that you comply with the terms and conditions and avoid attempting to abuse promotions to gain an unfair advantage over the casino.

I am sorry we could not be of more help on this occasion. However, should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center.

Thank you for your understanding.

Best Regards,

Kubo