The player from Romania sought assistance after his account was closed by the casino on March 26, 2025, claiming he had not violated any terms or had duplicate accounts. He expressed concern about suspicious transactions related to money laundering and requested a refund for all deposits, which was declined. The Complaints Team clarified that using different merchant codes was common practice among casinos and did not necessarily indicate wrongdoing, as long as the deposited funds were credited to the player's account. Consequently, the complaint was closed due to a lack of further requests for assistance.
Gamblezen Casino - Player’s account has been closed with no reason given.
Amount: €1,800
Gamblezen Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Dear CazinoGuru team,
I am reaching out regarding an issue I encountered with a casino. On March 26, 2025, my account was closed by them, and in the attachments, you will find the email they sent me. I would like to point out that I have not violated any of their terms or conditions, nor have I had any duplicate account on their platform, contrary to what they are implying. Nevertheless, my account was closed after I requested a refund via email, citing the fact that they may be using money laundering techniques through other merchants.
What I mean by this is that, in my bank statement, I noticed transactions from merchants who provide services unrelated to gambling. This raised suspicions for me, especially since I have activated security measures against gambling deposits, and yet I was allowed to play. In my opinion, responsible gambling does not work this way, and what they are doing is both illegal and immoral.
I requested a refund for all the deposits made on their platform, but my request was declined. This is why I am turning to your forum in the hope of resolving this issue.
The transactions can be seen in the attachments below, along with proof of their response. Additionally, if the Gamblezen team claims I have duplicate accounts, I kindly ask you to request the logs, as before making a deposit, I specifically asked via live chat if I had any other accounts on their site, and the support representative clearly confirmed that I did not. That is why I am requesting the logs from that conversation.
Thank you for your attention and support.
Best regards,
Public
PR Assistant
Public
3 months ago
Hello denispyth,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamblezen Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if you had any real money balance on your casino account?
- Did you ever mention your gambling issues to the casino?
- When was the last time you spoke to the casino and what was it about?
Unfortunately, if you did not request a self-exclusion directly from the casino, they are not obligate to refund any deposits which you have already played with.
Looking forward to your answer.
Regards,
Nick
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Hi Nick and thanks for the reply!
I will answer your questions:
- Not
- Not
- If necessary, I'll post prints here with my request to them and their rejection for unknown reasons.
The problem honestly is not that, my problem is that different merchants appear on the bank statement, which offer everything other than gambling. That is my problem, why is the merchant code not 7995 and why do I not use my own provider under the merchant code known to gambling transactions.
I requested a refund by email on the grounds that it is
What they did was illegal according to Visa/Mastercard.This practice, commonly referred to as "transaction laundering," is explicitly prohibited by Mastercard and Visa regulations. According to Mastercard chargeback code 4840 ("Fraudulent Transaction Processing"), this type of misrepresentation qualifies the transaction for a chargeback. If the MCC code had been correctly set as a gambling-related transaction, it would have been blocked by the gambling restrictions applied to my account.
Additionally, Visa’s rules on MCC misrepresentation fall under chargeback code 13.5, which also applies in cases where a merchant misclassifies a transaction to avoid legitimate restrictions. Visa and Mastercard’s rules are clear: merchants must use the correct MCC, and failure to do so exposes them to chargebacks.
Given the circumstances and the clear violation of Mastercard and Visa rules, I respectfully request that a chargeback be initiated for the entire amount of the disputed transactions (all deposits made on the platform).
In my opinion, the account blocking was not supported by any reason.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Hello denispyth,
Unless the deposit you made—regardless of the merchant name—was not credited to your casino balance, there is unfortunately little that can be done in such cases. Many casinos use different merchant names depending on their payment provider.
You may consider initiating a chargeback through your payment method, but the casino has no obligation to refund any balance if it was successfully credited to your account.
Keep in mind that making recharges may cause some additional trouble when depositing into other casinos as well.
Additionally, since your casino balance was zero, the casino has the right to block your account without providing a reason, and they are not required to offer an explanation.
Is there anything else we could assist you with?
Best regards,
Nick
Public
Public
3 months ago
Translation
Hello!
So in your opinion, is it normal to use another merchant code to bypass the anti-gambling security?
I ask the merchants who paid the money for a receipt, so I can see what goods or services they offered me with that money. I don't understand how you think this action is legal and moral.
In my opinion, the casino should use their provider exactly like mine in Romania. With security against gambling, they cannot create a security breach considering that they use the code 7995!
Once again, does this seem legal to you? And if so, on what grounds? Since when are T&Cs above the law, or since when can we use clothing retailers when offering gambling services?
This is not normal, that's why I came here to complain. No problem, I will post about this casino wherever possible for anti-advertising. Thank you!
Automatic translation:
Public
PR Assistant
Public
2 months ago
Dear denispyth,
Thank you for your message.
Please note that it is common practice for many casinos to utilize third-party payment providers. This in itself is not unusual or indicative of any wrongdoing. If you have deposited funds and those funds have been successfully credited to your casino account, it is generally considered that the service has been fulfilled.
If you believe there are specific regulations or concerns related to your payment provider, we would recommend reaching out to them directly, as the casino's role is limited to crediting the amount received—which, in this case, appears to have been done correctly.
As we have not received any further requests for assistance from you, we will now proceed to close this complaint.
Should you require any additional support in the future, please don’t hesitate to contact us.
Best regards,
Nick
