GambleZen - Confiscated €153,146.11, Reopened Addiction-Blocked Account, Causing Full Loss
## **Complaint:**
I am submitting a formal public complaint regarding severe regulatory and responsible-gaming breaches committed by **GambleZen**, operated by **Altacore N.V. (License OGL/2023/109/0075)**.
My case involves the **confiscation, contradictory restoration, and preventable loss** of a confirmed real-money balance of **€153,146.11**, followed by complete non-responsiveness from the operator.
Below is the documented summary.
## **1. Addiction Block (“Spielsucht”) Ignored – Evidence A1**
On **25 July 2025**, my account was blocked with the system message:
**“Benutzer ist wegen einer Spielsucht gesperrt.”**
(“User is blocked due to gambling addiction.”)
This is a full responsible-gaming block.
Under Curaçao RG standards and GambleZen’s own T&Cs (§4, §7.3):
- such an account must NOT be reopened,
- gameplay must NOT be allowed.
Despite this, the casino reopened the account shortly afterwards.
## **2. Confiscation of €153,146.11 – Evidence A9**
On the same day, I received a “bonus resolution” e-mail stating:
- all my winnings were wiped,
- the entire €153,146.11 balance was annulled,
- the account was closed.
This was done retroactively and without any legitimate basis.
## **3. Full Restoration & Admission the Winnings Were REAL – Evidence A2, A5, A8**
After I challenged the confiscation, the casino contradicted itself.
### **A2 – Account reopened and balance restored**
The casino confirmed:
- account reactivated
- **€153,146.11 fully restored**
- balance **withdrawable**
### **A5 – Operator reconfirmed the amount**
They again stated the balance was real and fully withdrawable.
### **A8 – CasinoGuru public response**
The casino admitted to a **“double deduction error”** and confirmed the funds were credited back.
**This proves the winnings were real, legitimate, and not bonus-bound.**
## **4. Operator Allowed High-Risk Play After RG Block – A1 → A2**
Despite the addiction block (A1), the operator:
- reopened the same account,
- enabled full gameplay,
- restored a six-figure balance,
- provided no RG review,
- and allowed unrestricted high-risk play.
This is a major breach of player-protection duties.
## **5. Only €1,500 Paid Out – Evidence A5**
Despite the full balance being confirmed,
**the casino paid out only €1,500**
(three withdrawals of €500 each).
This equals **0.97 %** of the confirmed funds.
## **6. Preventable Loss of €151,646.11 – Evidence A4, A5**
On **23–24 August**, because the account was unlawfully reopened, I was able to gamble again.
The entire restored balance was lost during that session.
This loss would not have been possible if the responsible-gaming block had been respected.
## **7. Administrative Termination – A3, A6**
After the loss:
- the account was “administratively” disabled,
- no explanation was given.
This appears to be an attempt to avoid accountability.
## **8. GDPR / nDSG Violations – A10, A13**
I submitted two legitimate requests under **GDPR Art. 15 / Swiss nDSG**.
Both were refused with the message:
**“We do not provide this information.”**
This is a clear data-protection violation.
## **9. Non-Responsiveness Since 15 October**
Despite contacting:
- [email protected]
- [email protected]
- [email protected]
I have received **no response for over a month**.
This violates T&C §26 requiring mandatory operator support availability.
## **10. Official Regulatory Complaints Filed**
Due to the seriousness of the violations, I have already filed formal complaints with:
- **Curaçao eGaming (CEG)**
- **Gaming Control Board Curaçao (GCB)**
- **EU Consumer Protection Division**
- **MFSA Malta**
- **Swiss EDÖB (Data Protection Authority)**
All relevant materials (A1–A13 + T&C) were submitted.
## **Requested Action from CasinoReviews.com**
I kindly request that CasinoReviews.com:
1. **Publishes this complaint** to warn other players.
2. **Documents** that all regulatory and ADR channels were attempted.
3. **Marks this case** as a major responsible-gaming breach.
4. **Flags the operator** pending regulatory review.
5. Supports the transparency of this case for the public record.
I am seeking recovery of the outstanding amount:
### **€151,646.11**
which reflects:
- €153,146.11 confirmed & restored
- minus €1,500 paid out
I stand ready to provide any documents required (A1–A13, T&C, full timeline, operator e-mails, regulatory submissions).
## **Thank you**
for assisting in transparency and consumer safety.
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