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?

Best regards

Karolina J***