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ZenBetting Casino - Unjustified confiscation of €2,438 winnings

REJECTED
Complaint Info
Disputed casino ZenBetting Casino
Reason Account closure
Inactive user
Posted on June 29, 2020

I'm playing in zenbetting.com casino from 15.06.2020.
I had 4 deposits and three withdrawals through Ecopayz The 4th withdrawal of funds from 18.06.2020 casino stole from me. Amount 2438 EUR.
I was accused of violating paragraph 10.3 of the rules.
Which reads:
"10.3. The Company will take all reasonable steps to prevent collusion or any attempts to collude; detect them and the corresponding players; and deal with the corresponding players accordingly. We will not be liable for any loss or damage which you or any other player may incur as a result of collusive, fraudulent or otherwise illegal activity or cheating and any action we take in this respect is at our sole discretion."

I did not violate a single point of the rules, I played honestly, I am not in collusion with anyone.
This casino has a fairly good rating, but they turned out to be scammers. Help return my money back to my ecopayz wallet.

PS. I attach the email from the support service. It is strange that they sent it in Russian, I did not communicate with them in Russian.

Thank you.

AskGamblers
Posted on July 7, 2020

Dear all,

This complaint has been reopened as per ZenBetting Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Inactive user
Posted on July 7, 2020

Thank you for your help.
I will repeat again, I am not in a conspiracy with anyone, I played alone, from my account, without fraud and scam.
I really don’t understand what they accuse me of and why my money was confiscated. Please help me return my money back.

Posted on July 9, 2020

The gaming platform of our Company has a fraud protection system. The system, in case of detection and/or coincidence of certain events, automatically assigns to the player status of an object whose actions require additional attention. After receiving this information, Security Department takes appropriate measures, like having examined each situation separately, analyzes the validity of suspicions, and the level of possible financial damage to the other players and/or the Company. At this point, if necessary, additional requests are sending to partners (game providers and financial institutions). During this action, the Company has the right to suspend the game account according to clause 10.7. In this case, the player is informed in all possible ways (tickets, emails, chat) about the situation and the time it will take to resolve it. After receiving answers from partner companies (payment or/and game provider), Security Department makes a final decision on this case.

The clause 10.3 of Terms and Conditions is
The Company will take all reasonable steps to prevent collusion or any attempts to collude; detect them and the corresponding players; and deal with the corresponding players accordingly. We will not be liable for any loss or damage which you or any other player may incur as a result of collusive, fraudulent or otherwise illegal activity or cheating and any action we take in this respect is at our sole discretion

In this case, the system revealed a group of players, including the complainant. We have received confirmation from a competent source, that group of players, replacing each other within a few days, at the same time, in different combinations, intersected in the same game sessions. Apart from these facts, we have other indirect evidence.

The Company has acted according to clause 10.5, which is:
If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.

After receiving a confirmation from our partner and calculating the number of losses by the Financial Department, the Company decided to apply the measures indicated in our Terms and Conditions: accounts were closed, and available funds were used to cover our expenses in this case (investigation expenses, commission fees to payment and game providers).

We consider this an unfounded complaint. We endorse fair gaming and always pay out winnings to fair players. We consider the actions of this group are against the game ethics since they aim to gain advantages by the way of conspiracy between individual players against the interests of other participants of the game.

AskGamblers
Posted on July 9, 2020

Dear all,

Following a careful review of valid information and proof presented by ZenBetting Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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