Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
Geertje submitted a complaint.
Zodiac Casino responded.
Zodiac Casino responded.
Geertje responded.
Zodiac Casino responded.
Solved successfully.
Zodiac Casino Blocked My Account and void my winnings
Hello,
Last thursday i won 1250 euros with one dollar deposit. I whas verry happy and filled in per mistake my mothers details as i registered on the casino. (i whas not aware that its connected to a rewards riches account) and that is on my own name. I saw what i did and ask Sam from the customer service about it and he told me it would be not a problem for me. Now many chats further and i explained everything i got 1 email with the anouncement that my winnings are void and that my account is blocked. I do find this unbelieveble!!!
I have many printscreens about this matter and i am realy flabbergasted!!!
If you see the printscreens you will understand it also, i send them trough mail.
I am looking into this.
Cheers
Hi Martine
I have looked into your account and see that you indeed broke the T&Cs. If you were unsure about whether this would be a problem, your course of action would be to email support and wait for a response before depositing as your request would have been escalated to the risk management department and they would have told you what you need to do to fix this. Live chat staff cannot dictate whether or not there will be any issues upon withdrawal as they do not do the risk assesments.
When creating your account you agreed that you had read and understood the T&Cs which means you would have seen the term regarding financial accounts being under the same name as the casino account:
[QUOTE]If the Credit Card or Ewallet used to deposit and/or withdraw funds is not in the name of the individual registered on the Zodiac Casino account, then all winnings will be void.[/QUOTE]
Due to this term there is nothing I'm able to do to help in this situation.
The only advice I can give you is that moving forward, read ALL of the T&Cs and understand them before registering an account. If there are any that you do not understand, send an email to support and wait for a response before registering an account. That way you are covered.
Again sorry I could not help.
I will also post this reply in all the other forums you have posted this complaint in that have alerted me.
Cheers
Renee
What do i have to say further? i have tryed to solve this from the beginning, but they wont listen. Can you please close all my accounts on rewards? i never gamble on your casino group again. As others say stay far away from them, i will do that from now on.
To close your casino account you will need to contact support@casinorewards.com
Cheers
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As i told before i have a account on Casino Rewards on my won name (Martine) All the casino accounts connected to it, are also on my name. But i did register zodiac on my mothers name (Geertje) and i tryed from the beginning to get that changed.
The Customer service told me again and again. No Worries, the payments department will sort it out with you. Yeh Right! So i trusted that it would be fine. I even asked for my money, would it dissapear? No they said from the customer service, my money would still be mine and would not dissappear. They will sort it out with you.
And now my winnings are void, beacuse the name i registered is not the same as on my moneybookers. Thats right, its my mothers name and i tryed and tryed to get that changed right from the start. But now i got one email with
"According to our records, a financial account registered on your account is not in your name. As per our terms and conditions, any winnings obtained from a ewallet purchase which is not in the name of the account holder will be void"
I whas aware of that but they would not help me and its easy to say its void, so they dont have to pay my winnings i honest won.
As i said i am flabbergasted and i find this unbelievable.
Regards Martine and Geertje.
they send a link with terms and conditions, but i tryed from the beginning to put this right and to solve this. It whas not problem they said from the customer service.
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