Complaint #3
Zodiacu Casino
Removal of about 90% of balance with absurd explanation
8 years ago
I registred and deposited with welcome bonus on zodiacu casino. I made the wager requirement and got to withdraw the money without any issues with the balance. The deposit was 500 NOK and got 500 NOK in bonus, and I withdrew 9500, 2500, 4500 and 2400 NOK after wager.
Then I deposited a second time with second welcome bonus. Again the deposit was 500 but the bonus was now 250 NOK. The same thing happened. I won big and managed to complete the wager with a balance of about 32 200 NOK. But then suddenly my balance was changed to 3040 NOK. I talked to support on chat and they claim this is correct because of a rule in the bonus terms.
"Only credited bonus amount plus an initial sum of deposit become available for withdrawal. The rest of the bonus amount automatically deducted from players account after completing the wager. You can use a simple formula to understand how it works. Deposit amount + credited bonus amount x30 wager = deposit amount + credited bonus amount. There is no kind of restrictions on winnings, but there is a cap on the amount that converted to real money" (see attach file imgage4, pic from chat). I do not understand this rule, and I could not find it anywhere. I clicked on the "bonus terms" button when I took the bonus. There is nothing there about this rule, and I could not find it in the general terms either. In attached files I have image2 and image3 that is from the terms.
I asked why this happened on my second bonus and not the first. support claimed "with the first bonus there was a different situation. You did not convert it. You lost the bonus part, and played for the rest of the real money. and your winning were already from the real money" (attach file image5). This I dont understand either. Since the term of bonus is that you have to wager 30 x deposit + bonus. It also says that you bet and win 50/50 of bonus and real money on every bet. So I can't understand how I can loose just bonus money first, and then only have real money left. The term also says you can cancel bonus before completed the wager but then bonus money and winnings go away ( attached file image2 and 3). That is fair, but then Ive would have had about 16 k to withdrawal if I canceled bonus right before completing wager, but ended up with 3 k because I completed it. That cannot be right? This question support did not answer.
I can't see the reason for the deduction, and I dont understand how the math of this rule I cannot find (and support can't give a functional link too) ended up with deduct about 90 % of my balance after completed wager.
I have tried to describe the situation the best I can. Please let me know if there something more I need to explain or find out.
Then I deposited a second time with second welcome bonus. Again the deposit was 500 but the bonus was now 250 NOK. The same thing happened. I won big and managed to complete the wager with a balance of about 32 200 NOK. But then suddenly my balance was changed to 3040 NOK. I talked to support on chat and they claim this is correct because of a rule in the bonus terms.
"Only credited bonus amount plus an initial sum of deposit become available for withdrawal. The rest of the bonus amount automatically deducted from players account after completing the wager. You can use a simple formula to understand how it works. Deposit amount + credited bonus amount x30 wager = deposit amount + credited bonus amount. There is no kind of restrictions on winnings, but there is a cap on the amount that converted to real money" (see attach file imgage4, pic from chat). I do not understand this rule, and I could not find it anywhere. I clicked on the "bonus terms" button when I took the bonus. There is nothing there about this rule, and I could not find it in the general terms either. In attached files I have image2 and image3 that is from the terms.
I asked why this happened on my second bonus and not the first. support claimed "with the first bonus there was a different situation. You did not convert it. You lost the bonus part, and played for the rest of the real money. and your winning were already from the real money" (attach file image5). This I dont understand either. Since the term of bonus is that you have to wager 30 x deposit + bonus. It also says that you bet and win 50/50 of bonus and real money on every bet. So I can't understand how I can loose just bonus money first, and then only have real money left. The term also says you can cancel bonus before completed the wager but then bonus money and winnings go away ( attached file image2 and 3). That is fair, but then Ive would have had about 16 k to withdrawal if I canceled bonus right before completing wager, but ended up with 3 k because I completed it. That cannot be right? This question support did not answer.
I can't see the reason for the deduction, and I dont understand how the math of this rule I cannot find (and support can't give a functional link too) ended up with deduct about 90 % of my balance after completed wager.
I have tried to describe the situation the best I can. Please let me know if there something more I need to explain or find out.
Dear zodiacu casino. Only granted bonus amount and deposit amount will be converted after 30 x wager? So you have to wager 30 x and the best result for the customer is that you get the original amount (deposit + bonus) back? From a customers view Zodiacu fools players with this offer. But thats not the issue in my case.
When I took the bonus it clearly was written in the "bonus terms" link that all winnings was divided equally between real money and bonus money. 66% of the money I started with was real money and therefore 66% of my winnings should be real money after wager as well. It is quite clear to me that Zodiacu also see this, as they have removed this information now (see attached files). The 5.1 rule was not mentioned in the bonus terms either. Now they have added it (see attached file nr 2 from original post and new attached file).
I really hope Zodiacu can see that they have failed me as a customer to provide information and that they give me the winnings that was deducted.
When I took the bonus it clearly was written in the "bonus terms" link that all winnings was divided equally between real money and bonus money. 66% of the money I started with was real money and therefore 66% of my winnings should be real money after wager as well. It is quite clear to me that Zodiacu also see this, as they have removed this information now (see attached files). The 5.1 rule was not mentioned in the bonus terms either. Now they have added it (see attached file nr 2 from original post and new attached file).
I really hope Zodiacu can see that they have failed me as a customer to provide information and that they give me the winnings that was deducted.
Zodiacu Casino Complaint Stats
Resolved
2 / 5
Avg. Amount
$2,082
Avg. Complaint Duration
6 days
Avg. Response Time
3 days
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