Hello,

5 days ago this casino locked my account. It has happened when my wagering requirements have been almost met. My wagering progress was around 96% and my balance was around 2000 euro at that moment. I made a deposit on 600 euro there.

Just after my account got locked I asked them about the reason of it via email. This is a response from them:

"Dear Karolina J***,

Thank you for contacting our Support Service!

Gamblezen Casino's Risk Department has completed the review of your STO***TKA account.

STO***TKA account - failed the casino security check.

During the review of your gaming session, a violation of the project rules was found, namely:

Regarding the company and during the usage of services provided by it, users are prohibited from: abusing bonuses or other promotions; In this case, if the administration has strong reasons to suspect the Account Holder of bonus abuse (either on their own or as part of a colluded group), it reserves the right to:

annul the bonus received by the Account Holder and cancel any winnings from that bonus;

block immediately the Account Holder's account.

As stated in the Bonus Terms & Conditions (Clause 9): Any bonus can be canceled before the wagering requirements are met.

Due to the detected violations, your balance was canceled, and your account was closed without the right to reopen.

According to the rules of the project, you are not allowed 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."

4 days ago I asked them how the bonus has been abused by me but they stopped answering (I repeated the inquiry 2 days ago and today).

I always read the terms and conditions before playing. For sure none of them have been broken by me in this casino.

I would be grateful for your help.

Best regards

Karolina J***

Dear Karolcia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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

Best regards,

Kristina

Hello Kristina,

I have been playing in slots only.

It was first deposit bonus. Link https://gamblezen.com/pl/promo/item/highroller-welcome-bonus

Yes, It was only one email which I received from them.

If you have more questions, don't hesitate to ask.

Thank you so much for your time.

Thank you very much, Karolcia, for your cooperation. I will now transfer your complaint to my colleague Peter ([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.  

Hello there,

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

I would now like to ask Gamblezen Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Yesterday I sent an email to them but they still don't respond.

Hello, Peter and Karolcia.

Peter, we have sent you an email with explanations regarding this case.

Best regards,

Gamblezen Casino

Hi,

I am waiting for the information.

Regards

Thank you for providing me with the information Gamblezen Casino representative. I have responded to your email and I await your reply.

Dear Karolcia, 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!

Thank you. I am waiting.

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.

Hello, Peter. We have responded to your e-mail. Thank you.

Best regards,

Gamblezen Casino

Hello,

Is it possible to get some information?

Kind regards

Karolina

I would be grateful for speeding it up.

Regards

Karolina

Thank you for providing me with the information Gamblezen Casino representative.

Dear Karolcia, after an internal review of the evidence provided by the casino, my team and I have decided to reject your complaint on the basis that there is a duplicate account associated with yours, violating the casino's terms and conditions. It is an industry standard that one person may only operate one account in their name. Your actions are a clear violation of that policy, and I strongly advise against such behaviour as it can lead to similar situations in the future. Subsequently, we will reject your complaint. Thank you for your understanding.

Kind regards,

Peter