Gamblezen Casino - γενική συζήτηση (σελίδα 7)

Good luck.

Hi Romi,

I want to clarify my position and provide the factual structure of my case again.

My intention is not to criticise CasinoGuru or your work.

The situation with GambleZen (Altacore N.V.) involves several serious compliance issues that go far beyond a normal "player dispute".

Here are the objective facts:

1. Addiction Block (25 July, system flag)

My account displayed:

"User is blocked due to gambling addiction."

This is documented with a timestamped screenshot.

2. Illegal reopening of an addiction-blocked account

Despite this flag, the operator reopened my account without any RG procedure, verification or cooldown.

This is a direct violation of their own Responsible Gaming section and industry standards.

3. Real-money balance of €153,146.11 confirmed by the operator

The operator first removed the balance, then later restored it and confirmed it as fully withdrawable.

This is documented in emails, screenshots and account history.

4. Entire confirmed balance lost within 40 minutes

After the unlawful reopening of the addiction-blocked account, the balance became playable and was lost extremely fast (23–24 August) without any significant win or single positive session.

Under a valid addiction block, this loss should have been impossible.

5. GDPR/nDSG violations

Two formal data requests under Art. 15 GDPR were rejected in writing.

This is a legal violation.

6. Zero operator communication since 15 October

All emails to support@, compliance@ and altaprime.com have been ignored.

7. Evidence package fully prepared

A1–A13 (screenshots, system messages, timeline, AGB violations) is complete and structured.

I understand that CasinoGuru cannot take every case.

However, this situation involves:

– Responsible Gaming violations

– Addiction-block reopening

– confirmed balance manipulation

– GDPR refusal

– and a fully documented sequence of events

This is why I kindly ask if the case can be re-evaluated or escalated internally, as it concerns systemic compliance issues rather than a regular "game outcome".

Thank you for your understanding and time.

Jonil Deskaj

Even though I see how frustrating this whole situation is for you, unfortunately, as Jozef has explained in your complaints thread before, we are unable to help anyhow, and you should contact the licensing authority if you are unhappy with our decision.

I'm sorry we couldn't be of much help here.

Dear CasinoGuru Team, dear Jozef,

dear GambleZen representative,

I respectfully request a formal re-assessment of this case, as the current closure leaves material AGB and compliance contradictions unresolved.

This is not about goodwill or emotions, but about consistent application of the operator’s own Terms, Responsible Gaming logic, payout rules and GDPR obligations.

1) Key facts (brief)

Player: Jonil Deskaj

GambleZen account: Lonii

Confirmed real-money balance: €153,146.11

Paid out later: €1,500 → open amount €151,646.11

2) Core contradiction: RG / "gambling addiction" block vs. later gameplay

On 25 July 2025, the system explicitly displayed:

"User is blocked due to gambling addiction."

According to GambleZen’s own Terms, when an account is suspended/blocked, all activities must cease, including gaming, betting and deposits.

Despite this, the account was reopened and made playable, and real-money gameplay was allowed.

This creates a binary inconsistency:

Either the RG block was valid → gameplay and losses must never have been allowed,

or the block was not valid → then it cannot be relied upon later to justify actions.

Both scenarios require clarification.

3) AGB contradiction: Reopening only upon user request

The Terms explicitly state that a closed account may only be reopened "if you asked us to do it again."

I never requested a reopening.

If the casino claims otherwise, it must provide:

timestamp,

channel,

internal log or ticket reference.

Absent such proof, the reopening appears unauthorized under the operator’s own AGB.

4) Withdrawals and "player decision" argument

The casino states that funds were available for withdrawal and that I chose to continue playing.

However:

Withdrawals are subject to strict limits (e.g. €500 per transaction, monthly caps).

During this pending-withdrawal phase, gaming remained enabled, despite the RG block.

If an RG block exists, player choice is legally irrelevant, as gameplay must not be possible at all.

5) GDPR (Art. 15) – refusal to provide logs

On 25 July 2025, support explicitly stated that full game and transaction data would not be provided.

Without:

game-round logs,

timestamps,

internal RG / reopening markers,

a proper assessment is objectively impossible.

6) Questions requiring a direct casino response

For a fair reassessment, I kindly ask CasinoGuru to request that GambleZen answers:

When and how did I allegedly request the account reopening? (log proof)

What exact RG / addiction status was active when the system showed the block message?

Why was real-money gameplay possible despite a suspension that should stop all activity?

Why were Art. 15 GDPR data requests refused?

What controls prevent gaming on RG-blocked accounts during pending withdrawals?

7) Evidence & solution

I can immediately provide a structured HTML evidence package with 22 attachments (AGB snapshot, emails, screenshots, timeline).

My objective is constructive resolution, not escalation.

GambleZen may also contact me directly to discuss a solution.

Kind regards,

Jonil Deskaj

Unfortunately, as I can see in your case, you did not provide any information regarding your gambling issue to the casino before you lost all your money, and that is why your case got rejected.

If you'd like to try and reopen your case, you can do so in your account, and our complaint team will let you know if anything can be done. I'm afraid, though, that after reviewing the whole complaint, there is not much we can help with.

does anyone else have problems with an incomplete play history at gamblezen?

i did several thousand spins on one slot today but i can only scroll down to like 500 or maybe 1000 spins in the play history 🙁

And why do you need to see more spins? Have you tried asking in the live chat if it's possible to see more?

Romi, thank you for your reply.

I would like to clarify this based on CasinoGuru’s own Fair Play Code.

According to the Code, Responsible Gaming restrictions must be technically enforced and may only be removed through a formal, documented process. Player self-reporting is not a prerequisite once such a restriction is active.  

On 25 July 2025, my account displayed a system message "User is blocked due to gambling addiction", and access was denied (evidence attached). This confirms an active, enforced RG block.

On 21 August 2025, the casino confirmed that the account was successfully re-opened and that full access was restored, without any evidence of a formal lift of the prior RG block.

Under CasinoGuru’s own standards, a later administrative closure does not replace or retroactively justify the absence of an RG-lift.

I therefore respectfully request a reassessment in line with the Fair Play Code and ask that the casino be required to provide timestamps, logs and the policy step showing when the RG block from 25 July 2025 was lifted prior to reopening.

Please contact our complaint team regarding this, as I have written in my previous reply to you. Unfortunately, here on the forum you won't succeed.

This is the shittiest casino i ever seen. they blocked my account cause of ,.,multiple accoutns" they say, that;s not true, after i deposited a lot of money, then i wanted to withdraw 1000e to see if it s works, tadaaam, i got blocked, guys if u can, go and choose big casinos and dont waste your time at this piece of shits, go check other reviews about this casino, shitties casinos ever. they tell you to contact livechat, but when u contact them, they tell to write email, livechat is so useless, they can help u just with bonus issues.

They first let me to deposit, then telling me i get block, no refund no nothing 🙂)) and no replies anymore. so guys, go and play on biggger casinos then this shit.

Hey, if you’re denying the claim that you have multiple accounts, then trying to file a complaint with us is a good step. Did they tell you anything else about this, or not? I know this can happen, but I believe that if you don’t feel like you’ve done anything wrong, it will work out. 

Anyway, do you have anyone in your household who plays at the same casino? Or did you play with someone using the same IP address? That’s a common reason why this problem can arise.

I know you posted this 5 months ago...Today, I won 1400$ in one game and 1200$ in another. I made 2 x 750$ withdrawals. Guess what? Neither game shows in the game history. And shocker, the transaction hsitory only shows one x 750$ withdrawal. They claim I cancelled the other one, when I didn't. Thanfully, I have proof of the wins that they conveniently dont show in their history. A 9.5 safety rating is insane. Just read the 59 complaints.

This casino is the least credible casino I have (regrettably) played at in over 17 years.

I will leave it hear for now while I await my complaint findings. 59 complaints and you give a 9.5 safety rating? This casino is NOT a safe place, at all.

Respectfully, I am shocked that you would ask why we would want to see more spin history.

I won 1400$ on Hands of Anubis, and 1200$ on Gates of Olympus Scatter. I made TWO 750$ withdrawals. I went to transaction report, there was only one. I went to chat and asked where the other 750$ withdrawal was, he said I cancelled it. While I did cancel some withdrawals, I made two 750$ withdrawals and didnt cancel any. I immediately went to game history to prove it, and guess what? They show no history of the hours of play in which I made those two wins. This is a complete and utter scam and the fact that they have your logo on their site and the fact that 59 complaints later you give them 9.5 safety rating, for the first time in years, I can say I am supicious of Casino Guru and you can take that any way you want. This is very serious.

To me, that’s completely normal. I just wanted to find out why the player needs to know this and whether they’re having any problems. There’s no need to search for anything more than that.

Let’s focus on your situation. If they don’t display your history, whether it’s gameplay or financial, they should have a good reason for it. You asked why that is and where you can find it? The casino definitely has to have it, so if there’s a problem and you don’t get your money, or if they take some of your money or whatever, they’ll have to prove it to our team, and I think these things will be necessary. That other withdrawal they said was canceled, did it at least show up in your player account? 

There is definitely a problem with this casino, Jaro. I asked them where the second 750$ is and they said "you cancelled it". I said, no, I cancelled one of 700$ (and it clearly appears as cancelled) and then you see $750 but only once. The history will clearly demonstrate my balance at the time of the wins. I have read all the complaints on this casino here and the other main site that does what you guys do...there is a theme, a consistency in the complaints and it's very, very evident that the casino is very underhanded. And, if other people are complaining about missing funds and disappearing history, I see that as a huge red flag. I wrote a very clear email to them regarding the issue and requested the full game history as there is a glitch in their system which doesnt show the last hours of play where I won both amounts. They wrote back about how it's normal that my verification is still in pending status after 4 days because their kyc team is busy. Clearly, they don't read very well either.

I am upset, Jaro. No doubt. I submitted the complaint and I hope they assign a very specific person to this case from your team so I know I have someone who will demand transparency from the casino.

I just checked again...what is very mysterious is that they end the game history at May 31st, 13:37 UTC. They they continue the game history on June 1st. Thankfully, I took a screenshot of one of my two decent wins and guess what? They dont appear in the history, anywhere.....! The plot thickens...

It's good that you took screenshots; you're an experienced player, so I commend you for that, since I believe it will be necessary for our team as well.

It seems pretty strange to me that the gameplay history only goes back a certain amount of time, and especially that it doesn't record your wins. It’s also a warning sign for me.

So we’ll see what our team finds out and how far they get. I’ll definitely be happy if it gets resolved, but I don’t want to promise anything in advance.

I’m keeping my fingers crossed for you.🤞🍀

Thank you, Jaro. I have not heard from your complaint team yet. Hopefully I will sooner than later as I need to get this going.

My game history currently shows the last recorded play on May 31, 2026 at 13:37:20 UTC (ID 6062894783) and then jumps directly to June 1, 2026 at 00:16:35 UTC (ID 1155990316).

What is very curious (and very telling) is that they wrote "Per your request, a full review of your gaming activity has been conducted since 2026-05-31.

After a thorough review of your gaming history, we can confirm that after winning 1,420.5 CAD in the Hand of Anubis slot, you continued playing and unfortunately reduced your balance to 845.94 CAD."

What is telling is that A) they didnt send me the history and this win doesnt appear in their game history because it happend in the 13 hours their history "vanished"....and they convenienly didnt mention the Over 1000$ win in Gates Of Olympus scatter which led to my second 750$ withdrawal.

Oh, and I still didnt get my 1st 750$ 50 hours later...

Sure, what interests me most is why they didn't mention your second win on the next slot machine you described. That's exactly what I'd like to know, and why the history isn't displaying properly. I believe we'll find out all of this soon enough.