Casino Gamblezen has locked my account without any explanation

[karolcia]

Hello,

On 01.02.2025 casino Gamblezen.com 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."

 

One day after I got this answer I asked them how the bonus has been abused by me but they stopped answering (I repeated the inquiry twice more).

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

They are ranked very good so all players should be aware about all situations which happen there. If the casino made a right decision, they always have a chance to explain the reason.

On 07.02.2024 I sent an email with a complaint about Gamblezen.com to the licence authority (email address: [email protected]) but I haven't received any response until now.

Can anybody help me or give me any advice what to do please?

 

Best regards

Karolina J***

[Afi4wins]

@karolcia Hi there and welcome to the forum.

I have been accused of similar accusations before, but at a different casino, and my account was blocked from all bonuses. I have since closed my account there. No casino can treat me unjustly like that because the glitches happened whilst I was playing my games at MINIMUM BETS PER SPIN, when all of a sudden, it CHANGED TO MAX BET without my choosing it! I lost 300 EUR in just 3 spins!!! This happened a few times so they accused me of abusing the max bet rule!

Didi this happened to you? Or did you at any time played at higher bets than the allowed max bet?

[karolcia]

Hello Afi4wins,

No, this didn't happen to me.  I have been placing bets on maximum 5 euro per spin according to the terms and conditions of this casino. 

I have no idea what has happened.  They have locked my account with around 2000 euro in the balance without an explanation and they ignore my emails when I ask for it (I made a deposit on 600 euro there).

[Afi4wins]

41 minutes ago, karolcia said:

Hello Afi4wins,

No, this didn't happen to me.  I have been placing bets on maximum 5 euro per spin according to the terms and conditions of this casino. 

I have no idea what has happened.  They have locked my account with around 2000 euro in the balance without an explanation and they ignore my emails when I ask for it (I made a deposit on 600 euro there).

@karolcia Did you by any chance play with different devices, like on smartphone then on laptop?

This can be seen as collusion with another player and is of course prohibited as well.

[karolcia]

Yes, I have been playing on my laptop and on my phone when I haven't been at home. Is it anything wrong in that in your opinion?

[Afi4wins]

1 hour ago, karolcia said:

Yes, I have been playing on my laptop and on my phone when I haven't been at home. Is it anything wrong in that in your opinion?

@karolcia Yes, it may make a big difference, because if your laptop uses a diferent IP address than your handphone, then the casino can consider it another player playing for you, hence a collusion breach of terms.

[karolcia]

Of course that I use a wi-fi at home and I use a mobile internet on my mobile phone when I am out. I would have never though that it could be any probem to play in these both cases. If there is no information about it in the terms and conditions, this should be totally allowed. I have been doing it all the time in many casinos before and I have never experienced any troubles because of it. 

I am curious about the opinion of other players about it.

Anyway I haven't received an explanation why my account has been locked and they ignore my emails when I ask for it.

[Blackjax]

Which game were you playing when your account got closed? 

Do you remember which slots did you play? And on which games did you have your biggest wins? Did you play a certain slot for a really long duration? 

[karolcia]

I was playing Vegas Nights from Pragmatic Play when my account got closed. Before that I was also playing Safari King, 7 Piggies, Toki Time and Beauty and the Beast.  I was playing Vegas Nights, Safari King and 7 Piggies for a longest time. I think that I had the biggest win  on 7 Piggies.  Another biggest ones were on Vegas Nights and Safari King.

[Blackjax]

Were you using any strategies? Like lowering or raising bets after a few spins? If yes what was the bet size difference? 

[karolcia]

Yes, I have decreased the bet from 5 EUR to 0,50-0,75 EUR after few big wins but I always check the terms and conditions if this is forbidden and on gamblezen.com is not. I'm pasting the bonus terms and conditionds from this casino below. You can check them on your own https://gamblezen.com/en/promo/item/highroller-welcome-bonus.

 

Terms & Conditions

1. The bonus is available to all registered users.

2. Minimum deposit amount to receive a bonus €500.

3. Conditions for receiving a first deposit bonus:

3.1. You can get a bonus on your first deposit:

Deposit from €500 - 200% bonus + 100 FS in slot Sweet Bonanza (Pragmatic Play);

3.2. Maximum first deposit bonus amount: €1500.

3.3. To be able to withdraw bonus funds, you need to wager 40 times the amount of the bonus and the deposit.

3.4. Free spins will be automatically credited to your account.

3.5. To be able to withdraw bonus funds received from FS, you need to wager the bonus amount 40 times.

4. Maximum bet limit during wagering: €5. This limitation applies to all Bonuses and promotions unless otherwise stated.

5. Withdrawal request cancels the ability to activate previously unused bonuses.

6. The bonus is valid for 10 days after activation, after this time all bonus funds and their derivatives will be canceled.

7. Please note that not in all games the bet amount is fully taken into account when wagering the bonus.

8. Slots at GamleZen Casino have different meanings for bonus wagering: Slots and Other Games - 100%, Texas Hold'em and other Table Games - 0%, Video Poker - 0%, Roulette and Blackjack - 0%, Baccarat and Craps - 0%.

8.1. In addition, in the following games, only 20% of the value of the bet amount is taken into account when the conditions for wagering the bonus are met: Safari, Gold Rush, Beautiful Bones, Break Away, Candy Dreams, Dragonz, EmotiCoins, Emperor of the Sea, Forbidden Throne, Hot as Hades,Karaoke Party,Pollen Party, Pretty Kitty, Reel Gems, Ghost Pirates, Gonzo’s Quest, Hotline, Jimi Hendrix, King of Slots, Motorhead, Piggy Riches, Pyramid: Quest for Immortality, Reel Steal, The Invisible Man, Twin Spin Wild Wild West: The Great Train Heist, Easter Eggs, Mystery Joker,Rage to Riches, Wizard of Gems, Ancient Egypt, Chilli Heat, Pied Piper, Volcano Riches, Mystic Mirror, Loaded, Untamed Giant Panda.

8.2. In addition, in the following games, only 0% of the value of the bet amount is taken into account when the conditions for wagering the bonus are met: Book of Aztec, Gypsy Rose, Safari Sam, Sugar Pop, Wild Toro, 88 Riches, Flaming Reels, 300 Shields, Astro Legends: Lyra and Erion, Cool Buck, Forsaken Kingdom, Peek-A-Boo, Ragnarok, Retro Reels – Extreme Heat, Scrooge, Stardust, The Finer Reels of Life, Vampire: The Masquerade – Las Vegas, Blood Suckers, EggOMatic, Elements: The Аwakening, Jackpot 6000, Jungle Spirit: Call of the Wild, Lucky Angler, Scruffy Duck, Secret of the Stones, Secrets of Christmas, Warlords: Crystals of Power, Gunslinger: Reloaded, Sweet Alchemy, Great Rhino, Queen of Gold, Big Bad Wolf, Goldilocks, Sakura Fortune, Sticky Bandits, High Society,Hot Ink, Scarab Treasure, Thunderstruck II, Tomb Raider, Tomb Raider Secret of the Sword, Untamed Crowned Eagle.

8.3. In addition, the following slots are not available for playing with an active bonus on the account: Dead or Alive 2, Vampires, The True Sheriff, The Ninja, Avalon, Castle Builder, Castle Builder 2, Good to go, Hellboy, Immortal Romance, Joker 8000, Lucky Little Gods, Drive: Multiplier Mayhem, Jack and the Beanstalk, Jack Hammer, Jack Hammer 2: Fishy Business, Joker Pro, Koi Princess, Mega Joker, Reel Rush, Secrets of Atlantis, Starburst, Steam Tower, Victorious, Aztec Idols, Book of Dead, GEMiX, Leprechaun Goes to *****, Moon Princess, Multifruit 81, Pearls of India, Reactoonz, Royal Masquerade, Tower Quest, Viking Runecraft, Power Force Villains, Treasure Island, Laser Fruit, Lucky Little Devil, Mystery Reels, Wild Circus, Voodoo Gold, Cygnus, Adventure Palace, Dr. Jedkyll & Mr. Hyde, Devil's Delight, Dragon Ship, Golden Legend, Guns N' Roses, Happy Halloween, Holiday Season, Hugo 2, Medusa, Pimped, Pinocchio, Riches of RA, Sea Hunter, SpectacularWheel of Wealth, The Wish Master, Thunderstruck, Untamed Bengal Tiger, Untamed Wolf Pack, Vikings Go Berzerk, Wheel of Wealth, Wheel of Wealth Special Edition, Extra Chilli, Bonanza, Ecuador Gold,Legacy of Dead, Mongol Treasure, Minotaurus, Voodoo, Voodoo Dice, Rise of Merlin, Flame Busters, Fruit Warp, Pink Elephants, Rocket Fellas Inc, The Falcon Huntress, Midas Golden Touch, Dragon Horn, Ravens Eye, Riders of the Storm, Divine Lotus, Sword of Khans, Esqueleto Explosivo 2, Dawn of Egypt. All slots provided by Amusnet are not available for playing with a bonus account.

9. Live Casino games are not available for playing with an active bonus.

10. The promotion is valid in accordance with the general rules of bonuses, rules and conditions of the casino.

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

12. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

[Blackjax]

Honestly going from 50 cents to 5 euro is a huge change in bet size. It is considered irregular gameplay by casinos. 

[Blackjax]

Have you been doing this at other casinos too? 

[karolcia]

Yes and I have never had any problems because of it.  I always check the terms and conditions before. I don't do this at the casinos where it is clrearly mentioned that it is forbidden.  I mean this kind of rule "Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus."

[WinSt_14]

Had a great win today, what a lucky day!