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ZenBetting Casino - Overbet glitch cost me thousands

RESOLVED

Complaint Info

Disputed casino

ZenBetting Casino
Posted on January 16, 2023

I would like to begin by saying that I have played at online casinos for an extended period of time. My first complaint on this platform was published and resolved in 2018. I was playing prior to that as well but never ran into any real issues.

I am begging this complaint with that information because it is relevant to this case. Given my experience I am fully aware that casinos have a very specific set of Terms and conditions. When claiming a bonus, those terms often become even more complex and if broken, the casino has the right to void your winnings. Knowing all of this, I am always sure to check every term prior to playing on a new casino.

Zenbetting casino looked interesting to me, so I decided to give it a spin. I deposited over 50 times at this casinos, and ran into a bit of a cold streak when I started. I got 2 decent wins mid-month, verified myself and received payment from the casino. Shortly after, I won again and received that payment without any issues.

Near the end of the months is where things took a turn for the worse. I had a win confiscated immediately after my wagering was complete. I thought it was an error, but chat told me that I had bet 8 on the slot game Fortune of Giza. I thought to myself that it was impossible, but after going threw my betting history I saw that during a playing session there were a handful of 8$ bets placed. This drove me crazy ... not only did I not remember placing bets at that bet size, but I use the AutoPlay feature when playing and my bets were set at 6 per spin. ( The max bet when playing with that bonus offer is 6CAD). I remembered being logged out while spinning on the game and when I opened the game again, the bet size was set at 8 per spin, so I adjusted it back to 6 and continue spinning. I know that when you exit a game and re-enter on the same casino, the PragmaticPlay software will keep the same bet-size you used last. I didn't pay much attention and continued spinning.

After all this I decided to give the casino the benefit of the doubt, and said to myself "maybe I overbet by mistake" after all I had no reason to think otherwise.

I made 9 deposits after that incident, and on the 9th I won nearly 5000$. I opened the game Mayana and put the bet at 5$ per spin and set 1000 spin auto plays at a time until my wager was complete. I started playing on the 30th and completed the wager on the 31st. After my wagering was done, the casino confiscated my money and claimed I bet 10$ on the game Mayana and that I had breached their terms.

We went back and forth over the next few days, they sent me an excel spreadsheet which they claimed was provided to them from the Quickspin provider that shows my gaming history and times of the bets placed. This spreadsheet shows that during the end of my session on the 30th of December I placed bets of 5$,5$,­10$­,10­$,1­0$,10$, and then finished the sessions with a 5$ bet. All this happened within 1 minute and 45 seconds according to the sheet, except that this never actually happened. These bets were never placed at 10$. Why would someone with the years of experience I have stop their Autoplay session which was spinning for over an hour to place 4 bets at 10 per spin only to finish their session with 1 bet at 5$.

In order for this series of events to have taken place there would have needed to be not one, but 5 miss-clicks. One to move the betsize from 5 to 10, 2-5 spinning the slot at 10$ per spin. The slot was set on auto spin, this series of events never happened ...

I spoke to the casino about this, and told them that it was impossible, even bringing up my previous win where the same thing happened. I told them I was not going to let this win go like I did the last. The casino simply replied to refer to the excel document they provided me and see that there were bets placed at 10$ and there was nothing they could do.

I was browsing on AskGamblers the other day to get my mind off of this and saw an active complaint against zenbetting casino. I read threw it and it was complete deja-vu. Everything I was reading on the complaint happened to me. I thought to myself I am going to tell the casino and ask them to restore my balance. They said they would look into it ... they've been looking into it for over a week now. They even closed the support ticket about this and claimed it was an error on their end.

I now have 3 points of confirmation: 1- my previous win which was confiscated ... 2 my current win and 3 the other active complaint against them ... This is no longer a coincidence.

I have always been someone who starts by giving the benefit of the doubt, prior to making any other accusations, so I will stand by the title of this complaint and ask Zenbetting casino to solve their glitch and restore my balance.

I have screenshots of the support tickets as well as the document the casino sent me which I can provide AskGamblers with if requested.

AskGamblers
Posted on January 16, 2023

Dear @AkTatz009,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on January 16, 2023

The balance vanished as soon as the wagering was complete, but I remember it beeing roughly 5000$

Posted on January 18, 2023

Dear Player,

You have played and successfully withdrew winnings in December playing with us and following bonus terms. Unfortunately you have exceeded max bet twice, including the last deposit made 29.12.2022. and played till 31.12.2022.
We have ordered gameplay history from game provider and resent it to you. Also we have double checked your game account and any interruption wasn’t found, all bets were made from the same IP address.
Additionally we will request details of IP address from game provider and will send it to you.
Mind please all gameplay proceeds via API on direct game provider servers, so we are not able to change or affect any way records of bet history.
We are sorry for your disappointment, however bonus terms violation is not rare incident.

Best wishes,
ZenBetting

Posted on January 18, 2023

Dear all,
Attaching screenshot of exceeded bets.

Kind regards,
ZenBetting

Posted on January 18, 2023

I did not change my bet ... I am not sure how else to communicate this to you.
Please contact the gaming provider and ask them for video of the session where I was betting 5 and moved to 10 and then changed again to 5. I am not asking for screenshots, I am asking for video of this being done.
I would also request you send me the information you received about the IP where the bets were placed from.

AskGamblers
Posted on January 19, 2023

Dear all,

Kindly be informed that the AskGamblers Complaint Team requested additional information / evidence from the ZenBetting Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

AskGamblers
Posted on January 20, 2023

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that ZenBetting Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.