Complaint #52 Zodiac Casino

Casino not paying claiming duplicate accounts which they never prove

By Fatisa

9 years ago

Message on forum

Hello I joined the above casino on Monday I deposited and was playing the slots when I won £500!i went to withdraw and successfully withdrew I received an email saying it was pending that was fine I went back on to the casino and was playing again when I won a£1000 I went straight on to withdraw, and that was fine I continued to play when I received an email to say they have found an account with either my details or same address on computer but I hadn't signed up to zodiac, but now they have stopped my winnings and not paying ...I really hope you can help me with this matter, when emailing them to ask about the other accounts I have supposed to have they are not answearing me I just don't think they want to pay out,,,,thanks for your time

Disputed Casino Zodiac Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been approached by the complainant with the following information:

1/ As per the advice given by our team in the complaints closing message, complainant forwarded their issue in front of the relevant official ADR entity of Zodiac Casino.

2/ The official ADR entity, eCOGRA in this case, have been supplied with all the relevant evidence on behalf Zodiac Casino management and conducted further investigation on the matter.

3/ The ADR entity then concluded player indeed violated Zodiac Casino Terms&Conditions by sharing one or more personal identifier with at least one more casino account, complainant's mother in this particular case. The case has been ruled in casino's favor and complainant accepted the decision.

Based on the above facts, AskGamblers Complaints Team consider the case as resolved and it is now being officially closed.

Thank you all for your cooperation.

AskGamblers

• Support Team

9 years ago

Unfortunately, Zodiac Casino can't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Zodiac Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Fatisa

9 years ago

Well iam happy with that.

Zodiac Casino

• Representative

9 years ago

I'm the rep at Ask Gamblers to help with complaints. I do not work for the risk management department.

As this is going around in circles, I will make one last comment then Ask Gamblers can either resolve this or leave it.

If you'd like the details of all of your accounts, you will need to email riskmanagement@casinorewards.com

If you'd like the case to be looked at by a governing body that we are able to supply proof to, you will need to consult with ecogra.

There is nothing more I can do here. I have sent Ask Gamblers the information I have. It is now up to them.

Zodiac Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $800

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Zodiac Casino Complaints

See all complaints for this casino

Not paid out the second payment I am owed

Originally won 10,000 withdrew 10,000 that was approximately 6 weeks ago since then have jumped through every hoop they wanted me to and in the end they said don't we can they can only pay me out in 4,000 increments every Friday finally receive the first one but then the second one has not shown and I can't get hold of them and their ghosting me

Rejected

Not responding to my emails

The casino has restricted the account. Since May 23, I can only log in and I can 't play. I sent all the documents. They respond twice a month. Since August 4, they do not respond to emails in the chat, they do not solve anything.

I had a balance of $230, but the balance disappeared somewhere? The score is zero. I don't understand why it can take so long and when they unlock and return $230 to the casino balance.

Rejected

$230

My withdrawal disappeared

Hi. I won 4000£ on zodiac casino and withdrawn it to PayPal but suddenly my account after verification got reset and I don’t see any transactions. My loyalty rewards are gone as well. I’ve wagered entire amount needed in order to withdraw winnings. I have screenshot from withdrawal and bank statement from deposit.

Resolved

£4,000

Casino forgot me

Zodiac casino has told me repeatedly that I don’t have a valid email and I ain’t using a matching email, although this is the same email I always use, so know they won’t pay me my 260$ withdrawal that they owe me.

They continue to ignore my emails and have erased many emails from them up to March of 2022 and I have played this casino many times before as well.

Here are the attached files of the withdrawal they didn’t pay me

Rejected

$260

Delayed payment for more than 77 hours

I have a withdrawal of 1099.60 in pending since 77 hours.

As per their term, it's supposed to be in pending for 48 hours. It was supposed to be released yesterday, but the amount is still in my account.

I try to reach support and all they can say is It will be send tomorrow. They can't tell me when exactly and why they didn't send it yesterday.

My complain here is that the 48 hours pending is long enough, now 95+ hours in pending is unacceptable and we all know why they do that "pending" period.

I will have to wait all week-end and more when I should have received it yesterday.

Support won't help me other than saying tomorrow.

Resolved

$1,100

Won't pay what is mine

I had been playing for a couple of weeks with no problems. I had €0.00bonus cash and €20443.76 in cash balance so I decided to withdraw it, that was ok I sent all the I'd documents they asked for, they even got back to me saying "with a large amount they will pay €4000.00 a week" witch I didn't mind to much. So from pushing withdrawal, & getting together & sending all the documents & I'ds they asked for & them saying what they could pay a week it all took about 7days. Then I noticed I couldn't even get into my account to keep playing. I went through live chat they found my account but keeped on say the same thing & sending me to Risk Management through email. Every time I email then they said the same couple of words &that was it I ask them to ring me but they didn't. What should I do.

Rejected

€20,444

Encouraged to deposit, withdrawal not paid

I played the slots with Zodiac Casino and maganaged to win £3,500. I went to withdrew my money on 24th April 2019 and still have not received my money- despite providing all 6 of the documents that Zodiac have slowly requested from me over 14 days.

Zodiac have still been encouraging me to gamble via email and accepting my deposits.

I strongly think that Zodiac do not have the funds to pay me.

Zodiac emailed me on 29 April saying that in order to process my withdrawal I needed to send my:

Utility bill

Driving licence

Front and back of card.

I sent all the requested documents. However Zodiac still did not process my withdrawal; and 7 days later they asked for my bank statement, and bizarrely a picture of my ID next to the computer with my Zodiac signed in.

I duly provided this and have still not received my money.

Please asssist me with this Ask Gambler.

Regards,

< Full name removed >

Resolved

£3,500

Payment delayed, risk management team is yet to comeback after a week of waiting

Hi, I went on winning 400usd however when I initiated the withdrawal casino asked to confirm the identity and requested to send the documents via email. I submitted the documents last Wednesday, after a day I went back to live chat they informed it's pending with risk management team and I followed up couple of times with risk team and in live chat but til date I haven't received any response. Could you please help me on my withdrawal process.

Resolved

$400

Waiting almost two weeks to resolve on reported mistake with e-check transaction

Below is the email I submitted to casino risk management after being directed to by chat . Its been 12 days with nothing . I have no response, my account is locked, the phone number provided does nothing but direct you to chat. Chat directs me to email, email never responds :( , my user name is tracy Username: ******* Casino: Zodiac Casino I was asking chat help for withdrawing my winningsof $169 and as i went through the steps for an echeck I did it as a deposit instead of withdrawel. She sad to contact you to cancel the deposit as it was in error and then she said chat can help me my orignal wihdrawel. I HAVE NOT TOUCHED OR PLAYED A GAME SINCE THIS PER CHAT PERSONS REQUEST here is my conversation with chat tonight Tracy i went to withdraw my money via an echeck and did a deposit insteaD CAN YOU PLEASE REVERSE AND CORECT IT10:15 PM i did not realize i hit the echeck and filled it out for a deposit instead of a withdrawel Hannah I’m just going to pull up your account details. Give me a moment to see what I can do. Tracy ok i just tred to withdraw my winnings of 169 and did it as a deposit Hannah Ok, thank you please wait just a moment and make sure not to play any games. Tracy not doing anything lol and thanks Hannah Thank you for waiting Tracey Ill just be a few more minutes Tracy ok thanks Hannah Thank you for your patience. You will need to contact our Risk Management Department for a refund via email at [email protected] In the mean time be sure not to play with the funds or we won't be able to refund the money Tracy well what do i tell them and why couldnt you fix this issue this is money i can not have taken out of my account can they resolve this asap Hannah Just tell them that you deposited the money by mistake and they can issue you a refund.