I claimed a no-deposit bonus, won €198.36, and fully completed the €893.70 wagering requirement. My account is fully verified as of 18 April 2025.

When I attempted to withdraw my winnings, the casino demanded I first deposit €198.36 and wager it 3x (€595), citing Clause 10.6. However, that clause only applies to repeated no-deposit abuse, and this is my first and only use of any no-deposit bonus on this site.

After pointing this out and asking for a review of my case, I received a threat from support stating that if I continue making "statements of this kind," my account may be blocked. This is a coercive and unethical practice.

I have provided full documentation, including:

Bonus terms and Clause 10.6

Screenshots of completed wagering

Full verification proof

Withdrawal attempts and support replies

The message where support threatened account suspension for escalating the complaint

I respectfully request that my withdrawal of €198.36 be honoured without further conditions.

Dear G-Wizz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your winnings from the casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Could you confirm whether you have previously contacted the casino support regarding this issue? If so, what was their response?
• Have you ever made a deposit into the casino prior to claiming this bonus?
• Have you made the deposit the casino requested from you?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If possible, please forward the deposit and bonus history from your casino account to [email protected] for further review.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick,

Thanks for getting back to me. Please see my responses below:

Have I contacted the casino support?

Yes – multiple times. I was told by their support team that despite completing the full €893.70 wagering requirement from my no-deposit bonus, I would need to deposit €198.36 and wager it 3x (€595.08) before I could withdraw my winnings.

I highlighted that this is my first bonus ever claimed on Gizbo Casino and that Clause 10.6 (which they cited) does not apply to me. They responded by threatening to block my account if I continued to raise this issue — which I found coercive and unacceptable.

Have I made a deposit before claiming the bonus?

No — this was a no-deposit bonus, and this is my first time playing on Gizbo Casino.

Have I made the deposit the casino requested?

No — because the requirement is unjustified and in direct conflict with their own stated bonus terms. I completed the full bonus wagering, and I’m verified. There is no stated rule requiring a deposit to withdraw winnings from a properly used no-deposit bonus (unless the account is abusing multiple bonuses, which I have not).

I have also attached a PDF I sent to the casino admin that includes a structured breakdown of my case, plus screenshots of:

• Completed wagering progress
• My verification confirmation
• Cancelled withdrawal attempts
• Chat transcripts with the support team
• Misuse of Clause 10.6
• The threat made by support

I will also forward this documentation to your email at [email protected].

Thank you for taking the time to review this. I appreciate your help in resolving this matter fairly.

Kind regards,

G-Wizz

Dear G-Wizz,

Thank you for the information you have provided.

We believe that the casino is within its rights to request a deposit before processing a withdrawal if no previous deposits have been made. However, such a deposit should be minimal and solely for the purpose of verifying the payment method.

Could you please confirm whether you have ever made a deposit at the casino in the past?

Additionally, could you advise when exactly you created your account, and whether it is possible that you previously claimed a bonus that may no longer be visible in your account history (as most systems typically display only the last 30 days)?

We appreciate your cooperation and look forward to your response.

Best regards,

Nick

Hi Nick,

Thanks for your message.

To confirm:

I created my account at Gizbo Casino on 18/04/2025.

That was my first and only time playing at the casino.

On the same day, I claimed a no-deposit bonus, completed the full wagering requirement, and requested a withdrawal.

I have never made a deposit prior to or after that session.

I have not claimed any previous bonuses — this was my first interaction with the casino.

I have no problem making a deposit in the future if I intend to continue playing legitimately. However, I strongly disagree with being asked to deposit an amount equal to my entire winnings and wager it 3x purely as a withdrawal condition — especially after completing all the originally stated wagering requirements.

I appreciate your help in reviewing this matter fairly.

Kind regards,

Gary N****

Thank you G-Wizz for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you G-Wizz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gizbo Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello dear player and Casino Guru representatives! The additional withdrawal requirement has been added when identifying an abuse of bonuses on the company's website which refers to clause 10.7 of the rules:

In case of a repeated use of no deposit cumulative bonuses on the Company’s sites (GALAKTIKA N.V., Carrer N.V.) without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.

Best regards,

Gizbo Casino!

Hi Peter and Gizbo Casino,

Thanks for your latest response.

I’d like to clarify a few key points regarding Clause 10.7:

The clause you’ve quoted applies only in the case of repeated use of no-deposit bonuses without making a deposit in between.

I confirm that I have only used one no-deposit bonus on Gizbo Casino, and I completed the full wagering requirement of €893.70 on the same day I joined — 18 April 2025.

While I have played at some of the other Galaktika N.V. / Carrer N.V. sites in the past, I have always made real deposits between any bonus use.

Therefore, I have not breached Clause 10.7, which requires repeated use without deposits.

Gizbo allowed me to register, claim the bonus, complete the wager, and submit verification — and no restriction or eligibility notice was shown.

If Gizbo believes I am ineligible based on previous play at sister sites, this should have been blocked when I registered or attempted to claim the bonus — not after I fulfilled all the conditions.

I am happy to provide proof of deposits at sister sites if needed.

Kind regards,

G-Wizz

Thank you to both parties for the update.

Dear Gizbo Casino representative, Would it be possible to provide any evidence of a repeated use of no-deposit cumulative bonuses on the Company’s sites? Additionally, are players informed in any way that all the casinos belong to the same owner/network and that this rule applies with a warning or a pop-up during the activation of the bonuses? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hello, Peter! Evidence of a repeated use of no-deposit cumulative bonuses on the Company’s sites has been sent to [email protected].

Best regards,

Gizbo Casino!

Thank you for providing me with the information Gizbo Casino representative. I have responded to your email requesting further clarification. I await your reply!

Dear G-Wizz, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello, Peter! Thanks for provided info. Has already sent a reply via email.

Best regards,

Gizbo Casino!

Thank you for providing me with the information Gizbo Casino representative. I have responded to your email, and I await your response!

Dear G-Wizz, the casino has provided me with additional information regarding your deposits. According to the casino records, you have made the following deposits:

Fresh Casino: The last deposit was made on 14.09.2024, and the last bonus was activated on 19.01.2025.

Sol Casino: The last deposit was made on 27.03.2025, and the last bonus was activated on 26.05.2025.

Gizbo Casino: There are currently no deposits recorded on this account.

Before we get to a conclusion in the complaint, I want to ask you if you were in any way made aware that the rule is in place while playing at the casino. Was it clear that the casino is a part of a bigger network, and did you receive any warning or a pop-up during the activation of the bonuses that there is a rule preventing you from taking multiple bonuses in the casino network without a deposit in between? Thank you in advance for your clarification!

Hi Peter,

Thanks for following up.

To confirm:

No, I was never shown any pop-up, warning, or message during sign-up or bonus activation at Gizbo Casino that informed me about a shared bonus policy across Galaktika N.V. brands.

There was no indication that claiming a no-deposit bonus on Gizbo could be restricted based on activity at other casinos.

Gizbo accepted my registration, allowed me to claim and wager the bonus, and only blocked my withdrawal after the full wager was complete.

At no point during the bonus process was Clause 10.7 made visible or explained in the context of a wider network.

I believe the lack of transparency and failure to present this rule upfront makes this restriction unfairly enforced after the fact.

Let me know if you need anything else.

Kind regards,

G-Wizz

Thank you for the clarification G-Wizz.

Dear Gizbo Casino representative, We believe this situation is unfair, as the player was not adequately informed about the casino's affiliation with a broader network. This information should be clearly disclosed before registration and gameplay, not revealed unexpectedly afterward. To prevent similar issues in the future, we recommend implementing a pop-up or notification during the registration process or when activating the no-deposit bonus.

Given that the player was unaware of this affiliation, we suggest allowing them to proceed with a deposit and have their funds wagered according to the standard terms and conditions. Additionally, we recommend reinstating the winnings from the no-deposit bonus, as doing so would still be in line with the casino’s terms and conditions. Thank you in advance for your reconsideration!

Hello Peter! For a more in-depth and productive discussion of this matter, I would suggest continuing our communication via Teams or Telegram. This will allow us to clarify all the details more efficiently and ensure we address any concerns or questions in real time. Please let me know which option works best for you.

Best regards,

Gizbo Casino!

Please contact me through my email ([email protected]), and I will provide you with my contact on Teams privately, and we can continue our communication there. Thank you in advance!

Dear G-Wizz, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thanks for the update Peter — I really appreciate you staying on top of this.

I’m looking forward to any updates as they come through. I’m really keen to get this sorted and move forward.

Dear G-Wizz, after a discussion with the representative, we have come to a compromise that you will be able to withdraw your no-deposit winnings if you make a deposit and wager the funds 3x as per the terms and conditions. Once that is done, your entire amount of winnings will be available to you. Let me know if this works for you. Thank you in advance!

Hey Peter,

Thanks for the update and for working with the casino on this.

I’m open to the compromise. Just to confirm — once I make a deposit and wager it 3x, the full amount of my no-deposit winnings will be released without further restrictions? Also, is there a minimum deposit amount?

Please confirm so I can proceed with confidence.

Appreciate your continued support.

Hey Peter,

I’m happy to accept the proposed compromise. Please consider this confirmation that I’ll proceed with the deposit and 3x wagering requirement as outlined.

Let me know the exact next steps — I’m ready to finalise this and move forward.

Appreciate your help getting this across the line.

G-Wizz

Dear G-Wizz, just to be sure, I have requested one more clarification from the representative. Once they update me on the situation, I will let you know straight away. Thank you for your patience during this time!

Dear , I have received the following message:

Please note that a player need to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 EUR). After meeting wagering conditions they can withdraw the whole sum 

Let me know if you have any other questions!

Hey Peter,

With all due respect, this isn’t a compromise — it’s the exact same condition that I raised this complaint to challenge in the first place.

The issue I’ve consistently disputed from the start is the demand to deposit the full amount of my bonus winnings (€198.36) and wager it 3x after completing the original wagering requirements. After two months of evidence, discussion, and review — including your own acknowledgment that I was not made aware of Clause 10.7, and that this was my first no-deposit bonus on Gizbo — we’ve now come full circle with no real resolution.

You even stated publicly that the enforcement of this clause was unfair and recommended the casino allow a standard deposit (minimum €10) with 3x wagering as a fair compromise. That recommendation has clearly been ignored.

At this point, I’m asking for clarity:

Is Gizbo willing to honour the compromise you suggested — a €10 deposit, wagered 3x — and allow withdrawal of my winnings?

If not, then let’s be transparent and acknowledge that the case has ended where it started — with no adjustment, no accountability, and no true resolution.

Thanks again for your support through this, but I can’t accept a recycled version of the original issue as a "compromise."

G-Wizz

I believe this was a misunderstanding on my part, for which I apologize. I will contact the casino representative once again, as this was not the compromise I was trying to facilitate. I will get back to you as soon as I have any updates. Thank you for your patience during this time!

Thanks Peter,

Appreciate you acknowledging that. I’m keen to see this resolved properly and fairly, as intended. Please let me know as soon as you hear back from the casino — I’m ready to move forward as soon as we get the green light.

G-Wizz

Hey Peter,

Just checking in again here — it’s been over a week since your last message and I haven’t heard back with any update from the casino.

I’m still keen to see this through properly, and I’ve confirmed I’m willing to proceed under the fair compromise terms you previously outlined (a €10 deposit and 3x wagering).

If you’ve received any further word from the casino rep, please let me know. If not, I’d appreciate a timeframe or next step so we can get this finalised.

Thanks again,

G-Wizz

Dear G-Wizz, we weren't able to come to a compromise with the casino representative, as they firmly stand by their decision regarding your case. I have discussed your case with my team, and we have decided to review the situation internally to determine the next steps we will take. I will keep you updated about any new developments. Thank you for your patience during this time!

Hey Peter,

Thanks for the update.

To be clear, the casino has refused the fair compromise you initially proposed, and after nearly 3 months of communication, there is still no resolution or clarity.

I’ve provided full documentation, fulfilled the original wagering requirements, and even agreed to your suggested workaround. Now, with the casino standing firm on what you’ve previously acknowledged is an unfair and misapplied clause, I believe it’s time for Casino Guru to take a firm position.

Could you please confirm:

What specific internal review is being done?

What outcome options are being considered (e.g. case closed unresolved, public warning issued, escalation to regulator)?

When I can expect a final decision?

I appreciate your help, but I now need a clear path forward — not indefinite reviews or further delays.

— G-Wizz

Dear G-Wizz, After thorough discussion and careful consideration with our team, we have reached a decision to close your complaint as unresolved. This conclusion was made in light of the fact that we consider the casino’s actions to be Against our Fair Gambling Codex.

We fully understand that this outcome may not provide the resolution you were hoping for, and we truly regret any frustration or inconvenience this may cause. Please rest assured that unresolved complaints have a direct impact on a casino’s rating on our platform, which in turn can encourage them to reconsider their approach and potentially take corrective action in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Kind regards,

Peter