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I am submitting a complaint regarding the confiscation of €479.28 by GambleZen Casino after completing the wagering requirements of a Weekly Cashback bonus.

I received a Weekly Cashback bonus of €69.50 with a 20x wagering requirement.

I fully complied with the bonus conditions. While the wagering requirement was active, I only played eligible slot games and never exceeded the maximum permitted bet of €5. Other games were actually blocked by GambleZen's system while the bonus was active.

I successfully completed the wagering requirement.

The crucial issue is what happened at the exact moment the wagering requirement was completed.

My GambleZen transaction history clearly documents the following:

At 13:12:59 on 10 August 2026, immediately before completion, my account showed approximately €746.53 as BONUS BALANCE and €0 as real/total balance.

At 13:13:02, immediately after completion, GambleZen's system showed approximately €741.53 as REAL/TOTAL BALANCE and €0 as BONUS BALANCE.

Therefore, GambleZen's own system automatically converted approximately €741.53 from bonus balance into real money when the wagering requirement was completed.

After this conversion, the bonus balance remained €0 and the previous bonus restrictions were removed. I was also able to access games such as blackjack that GambleZen's system had prevented me from playing while the bonus wagering was active.

I subsequently requested withdrawals totaling €826.

GambleZen's Finance Department later cancelled the withdrawal and confiscated €479.28, stating that Bonus Rule 1.4 limits winnings to five times the bonus amount:

€69.50 × 5 = €347.50.

I understand the wording of Rule 1.4 and I am not disputing that this rule exists.

My complaint concerns the way GambleZen applied this rule after its own system had already completed the wagering process and explicitly converted approximately €741.53 into real balance.

This issue is particularly significant because GambleZen customer support explicitly confirmed to me in writing that the 5x restriction represents not only the maximum cashout but also the maximum amount that can be converted into real money.

Nevertheless, GambleZen's own system converted approximately €741.53 into real money, not €347.50.

I contacted GambleZen and formally disputed the confiscation. I specifically asked them to explain this discrepancy.

Instead of addressing it, GambleZen replied:

"The Finance Department verified the use and terms of the bonus provided. The review confirmed that the remaining balance after completing the wagering requirements was €347.50."

This statement directly contradicts GambleZen's own transaction history, which shows that immediately after wagering completion approximately €741.53 was displayed as real/total balance while the bonus balance became €0.

I have screenshots showing the exact transition before and after wagering completion, screenshots of my subsequent real-money gameplay, my withdrawal requests, GambleZen's confiscation email, the support confirmation regarding the 5x conversion rule, and my correspondence disputing the decision.

I believe GambleZen should not be permitted to represent funds as successfully converted real money after completion of wagering, remove the bonus restrictions, allow the player to use those funds as real money, and only later retroactively claim that the post-wagering real balance was €347.50 when its own records demonstrate otherwise.

I therefore request CasinoGuru's assistance in reviewing GambleZen's application of Bonus Rule 1.4 and recovering the confiscated €479.28.

I am happy to provide all screenshots and correspondence required for the investigation.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

1.4. All winnings from any bonus are limited to 5 times the bonus amount. This applies both to the maximum amount that can be converted into real money and the maximum cashout. Any excess funds will be voided before withdrawal.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear superuser12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru