Gamblezen Casino - Das Bonusangebot des Spielers wurde nicht eingehalten.

Dear Sir or Madam,

Today, I made a deposit of €23 at this casino, which displayed an offer of a 200% bonus and 100 free spins upon deposit. I proceeded with the transaction. However, I only received my real money without the bonus and without the free spins. I contacted live chat, and I was informed that the offer was unavailable, even though it's stated on the website and I had applied for it. It advertised 200%. I believe this is a scam - getting the customer to pay first and then saying it's unavailable afterward. Therefore, I would like to file a complaint. I would like my money back or to receive the 200% bonus plus 100 free spins.

With kind regards, Herting

Sehr geehrte Damen und Herren

Ich hab heute eine Anzahlung gemacht 23 € in dieser Casino angezeigt bei Einzahlung gab’s eine Bonus von 200 % und 100 Freispiele die hab ich getätigt. Ich hab angezahlt. Aber bekam ich nur die echte Geld ohne Bonus ohne Freispiel? Ich hab Live Chat kontaktiert. Und mir wurde gesagt ist nicht verfügbar obwohl steht nur Webseite und hab ich auch getätigt. Das war 200 %. Ich finde, das ist eine Betrugsmasche. Das ist die Kunde erst mal zahlen und dann hinterher sagen ist nicht verfügbar Deshalb will ich eine Beschwerde einreichen. Ich hätte gerne meine Geld zurückhaben oder bekomme ich die 200 % +100 Freispiele?

Mit Liebe Grüße, Herting

Dear yousefherting,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamblezen Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any response to your refund request?
• Have you previously deposited in the casino and claimed bonuses? (for example the welcome deposit bonus)
• Could you please share a screenshot of the bonus with the associated bonus rules visible? Please post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas

1/I contacted the live chat and I asked about refund and I sent email but unfortunately unsuccessful

2/no, this is the first deposit,

3 /

I also got an email It says 250% bonus

However, it says that with Abs. 200% +100 examples and I have them too, I checked them at work but I was told it is not available that is a fraud

Dear big

Herting

Lieber tomas

1/ich hab die Live Chat kontaktiert und ich hab noch gefragt wegen Rückerstattung und ich hab E-Mail geschickt aber leider erfolglos

2/nein, das ist erster Anzahlung,

3 /

ich hab auch eine E-Mail bekommen Es steht drauf, 250 % Bonus

allerdings steht das mit Abs. 200 % +100 Beispiele und die hab ich auch betrieblich hab ich gekreuzt aber aber mir gesagt ist nicht verfügbar das ist eine Betrug

Lieber große

Herting

Thanks for your reply.

Have you decided to play with the deposited funds? Have you started to play with the deposited funds before contacting support?

Has the casino offered any alternative bonuses to you instead?

Hello, Yousefherting and Tomas,

Tomas, we would like to share the details regarding this case to provide proof that it is a duplicated account. Could you please provide your email address so we can send the necessary documentation?

Thank you in advance.

Best regards,

Gamblezen Casino

Dear Gamblezen Casino representative,

my email is tomas@casino.guru

I'll await your input on the matter.

Hello, Tomas. We have sent you the details on the email. Thank you.

Best regards,

Gamblezen Casino

Thanks to the casino representative for the explanation and evidence provided.

Dear yousefherting,

Please note opening multiple accounts in order to benefit from bonuses is almost universally prohibited in online casinos. As a consequence of this practice online casinos can block player's accounts, and confiscate their balance. I strongly recommend you be careful in the future and open one account exclusively.

Please let me know if there is anything else I might do for you regarding your complaint, otherwise it will be closed.

Dear yousefherting,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.