Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
rustyred9 submitted a complaint.
rustyred9 responded.
Zodiac Casino responded.
AskGamblers responded.
rustyred9 responded.
rustyred9 responded.
Zodiac Casino responded.
AskGamblers responded.
Zodiac Casino responded.
AskGamblers responded.
Solved successfully.
Zodiac casino locked account
i deposited a £1 and received £20 i played on roulette and won about £100 i then played on a slot machine and won approx 600£ i continued playing until my balance came down to £450 ,where i decided to cashout ... 2 days after cashing out i received the following email
Hello Alison,
We would like to inform you that your cashin and account has been blocked due to a breach of the Bonus Account Terms and Conditions of the casino.
For more information please look under Bonus Account Terms and Conditions include >> Point 13
“The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:
1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;
2. Using the double-up feature to increase bet values;
3. Even money bets on Sic Bo, Craps and Roulette”
Therefore, the winnings are void and have been confiscated. Your casino account will remain locked.
Thank you and kind regards,
Sally
Risk Management
Casino Rewards
i find this hard to believe and very unfair , i phoned them up and they said i broke the following rule......1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;!!!! please help i think ive been unfairly treated
can i take this any futher ??
Alison
i forgot to add they will refund my £1 deposit :(
The player broke the terms and conditions by making several bets over 25% of the bonus, including a max bet of £121.25.
Sally from risk management has sent the player their playcheck including the bets that were in breach of the terms and conditions.
It is the player's responsibility to read the terms and conditions before playing. On registration they agree that they have read and understand the terms and conditions.
Since the player broke the terms and conditions quite obviously, this case is closed by casino management.
Any updates from the submitter here?
yes had a reply from zodiac saying my account will remained locked as i broke the t and c on the first bet , wagering 25% of the £20 ( more than £5 ) , all money will be confiscated and my deposit returned. i was told i could open a new account.... the obvious answer is no i wont be doing
and as for them saying i had a max bet of £121 i doubt that much as i won £300 on slots at a bet of £3 a spin ... i moved over to slots when my balance was £110 off roulette
AskGamblers - I am happy to send over the playcheck if required. Please let me know.
Yes, of course. You can send it on support[at]askgamblers.com
Playcheck has been sent.
Thanks.
Playcheck which proves that the Terms&Conditions have been broken, is received, so this case can be solved in favor of the casino.
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And i read some previos forum mesage something like this: After the games you play it seems to me that you are knowing what you are doing and they closed your account with a good reason ( or something like that). I want to response to that person (it wasn't about me) When we start playng this casino games ALL OF US have a really one reasson: To win. After playng some others casino and loosing a lot of money, in time , you discover what you must do to stop loosing. So my oppinion which i also write on this forum is this: The Casino wants stupid players with a lot of money. They don;t need good players who only win. Put yourself a question: why they lock the account? Ok not payng not payng but why locking of the account? It's simple : You are a good player that don't loose and they don' need this kind of people!!!!!
And i read some previos forum mesage something like this: After the games you play it seems to me that you are knowing what you are doing and they closed your account with a good reason ( or something like that). I want to response to that person (it wasn't about me) When we start playng this casino games ALL OF US have a really one reasson: To win. After playng some others casino and loosing a lot of money, in time , you discover what you must do to stop loosing. So my oppinion which i also write on this forum is this: The Casino wants stupid players with a lot of money. They don;t need good players who only win. Put yourself a question: why they lock the account? Ok not payng not payng but why locking of the account? It's simple : You are a good player that don't loose and they don' need this kind of people!!!!!
AND HOW THE F..K CAN YOU BEGIN YOUR EMAIL WITH THIS: " WE WOULD LIKE" :)) The player is waiting extremly happy the cash out and they with a preaty smile say that " WE WOULD LIKE TO TELL YOU THAT YOU WILL NEVER EVER SEE YOUR PAYMENT " . It was made by a silly human, this text.
I have just done an account at lucky emperor - i register my card and receive a 10 euro bonus. So far so good. I start playng Atlantis and make 100 euro after this play rullete and done about 150 euro. After this i get back on atlantis and made 400 euro. I make an withdraw and in about 20 minutes received an via email :We would like to inform you that your cashin and account has been blocked due to a breach of the Bonus Account Terms and Conditions of the casino.
For more information please look under Bonus Account Terms and Conditions include >> Point 13
“The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:
1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;
2. Using the double-up feature to increase bet values;
3. Even money bets on Sic Bo, Craps and Roulette”
Therefore, the winnings are void and have been confiscated. Your casino account will remain locked.
I ask them why and they say that i heve place something about 25% .....
I am extremly disapointed. I WILL NEVER NERVER PLAY THIS CASINO GAMES EVER AGAIN AND I WILL BE 100% SURE THAT MY FRIENDS WILL NEVER PLAY IT. IF I WAS DEPOSIT 1000 EURO NOBODY WILL COMPLAIN ABOUT LOOSING BUT WITH A 10 EURO TO TAKE 400 THEY WILL NEVER PLAY. MY OPPINION FOR EVERYBODY IS THIS: DON'T PLAY THIS CASINOTHEY ONLY WANTS STUPID PLAYERS WHO ONLY DEPOSIT NOT WITHDRAW FROM THEM!!!
I've won last year 1700 euro at Lucky emperor and they have confiscate my winnings because I've also broke the terms an condition ( I've played more than 25 %).I was very upset,I never open an account on their casinos.On other casinos I can play how much I want,without confiscate any winnings.
I bet Casino Rewards Group saved few millions pounds with this rule.
When a player is loosing he will never know about this rule, when it comes to withdrawal - sorry your winnings have been voided :)
This rule is smth like 13.8.2 of their bonus rules, very well hidden.
You should make it rule #1 and mark it out with different color, not to fool players!!!
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