Complaint #63 Zodiac Casino

£3000 winnings voided and confiscated

By Harryharris48

9 years ago

basically i have played online casinos for many years on and off . small amounts here and there. in the past when receiving welcome bonuses i might have created duplicate accounts at the same casino. which i did with zodiac.
last tuesday i received a call from zodiac telling me i had won the daily internal lottery and my account had been credited with a bonus of £120 to play and win.
that evening i went home and started playing the casino with my bonus. after a few hours i had won over £3000 after checking that i had done the play through i decided to withdraw £3000. which i did. next day i get an email to say my winnings are being processed.
yesterday (tuesday) i noticed that the withdraw was still pending taking it into three business days so i spoke to the online chat who told me i would have to email risk management. which i did only to be told by annabelle that the winnings were voided and confiscated because i had multiple accounts open.
go back to last october i had a similar thing where i won £400. same thing happened. After speaking to annabelle via email and her explaining that i could only have one account she agreed to pay out the £400 as long as i stuck to just the one account. And as i explained to her now that i knew this i would do just that. And I did. everything was fine. I got paid out and if i went back on to zodiac i would use the same account.
now I've won money again the same excuse has come up not to pay. this is not justified as we spoke at the time and i have not been using multiple accounts just the one we agreed on, if anything they should have closed down any other accounts at the time as they are not used.
also now they have locked my account. i have done nothing wrong. i have stayed within the guidelines i only played last thursday because of the phone call from their promotions team. i should not be vilified for this and the that payment should be made to me.

please advise

i do have a copy of the email form last october if you want to see it.

regards
graham

Disputed Casino Zodiac Casino

Reason Declined payment

Amount £3000

Discussion

AskGamblers

• Support Team

9 years ago

Dear @Harryharris48,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Zodiac Casino

• Representative

9 years ago

Hi player

The date the account was opened that the confiscation occurred on was 27th November 2016 (after October and a new account since your discussion with Annabelle).

I have also asked Annabelle to email this information to you.

Cheers

Zodiac Casino

• Representative

9 years ago

Leave it with me. Thanks.

Inactive user

9 years ago

I have received an email from you asking if the case has been resolved. It has not.

I have sent a few emails now asking Annabelle (my contact) for the date between October (our discussion via email in clarity) and now in which it is claimed that I opened up another account. Inless she is talking about prior to October which would make no sense as we had already had that discussion? Hence the reason they say they are not paying out.
I am not getting any answers back.

Appreciate any help

Graham

Zodiac Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $800

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Zodiac Casino Complaints

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Please asssist me with this Ask Gambler.

Regards,

< Full name removed >

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