vor 2 Monaten
Good luck.
Gamblezen Casino - generelle Diskussion (Seite 7)
vor 3 Wochen
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
vor 3 Wochen
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.
vor 9 Stunden
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
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