Zodiac Casino - Withdrawal confiscated with unjustified accusations

UNRESOLVED
posted on July 14, 2015.

I have had my withdrawal confiscated because i apparently have duplicate accounts which i 100% do not i made a deposit of £1 to receive a £20 bonus which i did i won then rang zodiac casino to ask what there wagering requirements were which i then met i made seperate withdrawals totaling £750 i only have one account i will not tolerate this nonsense of refusing to pay what i rightly won i met all requirements and this decision is unjustified i will not rest if it takes me years i will do anything to get my money which is owed

posted on July 15, 2015.

Hi player

I can see that someone with your same last name has played from the same device as you.

The terms and conditions state that the bonus is only available once per device. As you are the second person to claim from this device, you have broken the terms for a duplicate account.

http:/­/ww­w.z­odi­acc­asi­no.c­om­/terms/
General Promotion Terms and Conditions
1. All promotions can only be claimed once per computer, mobile device, person, household, family, household address, email address, credit card number, IP address or shared computer environment such as a library, workplace, fraternity, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account locked.

It is the player's responsibility to ensure there are no other accounts created from the device.
Unfortunately the decision will not be overturned.

If you are unhappy with the casino's decision you are welcome to consult with ecogra.

Have a great day.
Cheers

posted on July 16, 2015.

Yes the player did play on the same device as me but this was after i won so the other players account is duplicate not my own so why punish me. I want evidence from you because i no im right.

posted on July 16, 2015.

According to the time stamps on the accounts, the other account claimed the bonus at 1.07PM and you claimed the bonus at 1.29PM.

As I said, if you'd like to go to ecogra we can provide them all the evidence to solve the case.

Cheers

posted on July 16, 2015.

Also, in your reply you have confirmed that there are duplicate accounts which you 100% denied in your original post.

posted on July 17, 2015.

don't you dare suggest that I'm lying I said I Matthew smallman DONT have duplicate accounts with your casino so you tired a different tactic and then said this nonsense about using the same device as another player with the same last name which is just quite frankly stupid because we may have the same last name but we have different addresses which is varied by the debit card I registered #askgamblers even there own employee said to the person with the other account that they've got the accounts mixed up. like I've said in previous e-mail­s/c­onv­ers­ations I will not give up

posted on July 19, 2015.

Hi Matthew

The different addresses are irrelevant.

The terms state that:

All promotions can only be claimed once per ... mobile device

As the promotions were claimed twice on the same mobile device, the second claim is a duplicate account as far as the terms are concerned.

As I mentioned, you're welcome to consult with ecogra if you're unhappy with the casino's decision.

Cheers

posted on July 20, 2015.

I did not use the same device how many times do i have to tell you i also claimed the bonus first so either there is a glitch in your system or your not reading the right information which still you have sent me i want evidence with your companys logo on it timed and dated i dont just you to pluck numbers from thin air like you've done previously i want sent to my email address with you already hold

posted on July 20, 2015.

http:/­/ww­w.z­odi­acc­asi­no.c­om­/terms/
General Promotion Terms and Conditions
1. All promotions can only be claimed once per computer, mobile device, person, household, family, household address, email address, credit card number, IP address or shared computer environment such as a library, workplace, fraternity, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account locked.

Above is your terms which makes your previous reply above me having a different address very relevant :
1) I matthew smallman only have one account with zodiac casino (no terms broke there)
2) I matthew smallman didn't use the same mobile device (no terms broke there either)
3)I matthew smallman do not have the same HOUSEHOLD ADDRESS (this is the one you said was irrelevant so no terms broke there)
4)I matthew smallman do not have the same email address (no terms broken there)
5)I matthew smallman registered my own debit/credit card number once and once only (no terms broken there)
6) I matthew smallman used a complete different device (a tablet) to the other named person who used her own personal mobile (no terms broken there)
7) I matthew smallman didn't use a shared computer environment (no terms broken there)
so now I've taken the time to prove that I haven't broken any terms and conditions I should now be paid my winnings which I rightly won I played though your wagering requirements and did everything your terms and conditions stated .

posted on July 20, 2015.

Hi Matthew

As I said, you're welcome to go to ecogra.
This will be my last response here.

Cheers

posted on July 21, 2015.

Ok i will askgamblers this case must be unresolved?

AskGamblers
posted on July 27, 2015.

This complaint is unresolved, because of strict in-house rules of the casino; they can't provide us with evidence regarding this player. We recommend to the player to seek further help with licence authority that issued their licence.