Zodiac Casino - Unjustified confiscation of winnings

posted on August 15, 2015.

I signed up to zodiac casino because of the bonus of deposit £1 and get a free £20 bonus to play with so i spoke with someone fro the help desk and they explained it all i had a look at the terms and conditions and these must have been different ones from what i have been emailed about. I then played on Megah moolah and game of thrones slots and met the wagering conditions and tried to withdraw my funds i contacted live help and they told me it would take 48 hours to process 72 hours went by until i went back onto live help for them to tell me risk management wanted me to contact them i sent a email to them straight away with being told it takes 48 hour to reply i waited. i waited for a whole week in fact eventually somebody helped me and emailed them to contact me later that night they did as well as blocking my account and voiding my winnings because i deposited using my mothers paypal i only used it because in the past money from my credit card has been taken due to online shopping so i decided to use my mothers paypal i can prove it is my mothers and can use my credit card to get the money out if this issue gets resolved. they seemed fast enough to take money out of the account i even had calls to try and get me to deposit this happened a numerous of occasions but when i try and take money out i have to wait a week to get my account locked? to me i feel although i have been scammed as you knew the problem but did not tell me this would occur instead you tried squeezing more money from me. i have since emailed them and am awaiting a reply hopefully this time it is replied to sooner.

posted on August 18, 2015.

Hi Luke

I realise this might be a tough one on your end, but the rules of the casino clearly state that this is not allowed.

General Promotion Terms and Conditions:
10. "If the Credit Card, Ewallet or financial account used to deposit and/or withdraw funds is not in the name of the individual registered on the Casino Classic account, then all winnings will be void."

These are the terms you agreed to when you created your account at the casino. To do this you ticked a box stating you had read and agree with these terms. The casino cannot be responsible for terms read elsewhere as these are clearly shown on the website as well as within the software on registration.

Unfortunately since the terms have been broken, I can't do anything more. Of course if you are unhappy with the casino's decision you can also go to eCogra.

All the best.


posted on August 21, 2015.

Are you satisfied with casino response, can we close this complaint? Thank you.

posted on August 25, 2015.

Dear @luke50,

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.