Unjustified confiscation of €2,438 winnings

Two weeks ago I took advantage of a promotion of 50% deposit + 50 FS. The winnings from the free spins did not go into my casino balance. I wrote to support every day but did not receive any response. I also sent an email, no one replied. Today my account has been blocked. No one told me why. So I’m asking here: why???

Hello,

I have been playing with this casino for while they always paid.
Now I got logged out middle in there playing session. The betsize is higher then before.

It is really akward after seeing my bet history my consistant bets are 1 second a spin.

Then in between they are 10 second spins each of a higher amount. On that exact moment I get logged out of the casino.

As I remember I try to resolve it with zen casino there unresponsive and they say I made a mistake. I am certain if I can ask the slots provider for the history what happened. We can resolve this issue.

Everytime I get logged out and couldn't login my suspions is that this an error or they obligated loggin me out and break the max bonus bet themseves.
Hope you can help me investigate. with the slots provider giving the ip's from those moments.

Regards

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.

Hi Askgamblers, I would like my complaint to be published publicly based on the information provided below. Before registering at this casino, I made sure to check askgamblers.com as the casino also carries ask gamblers approval seal and read other players reviews and complaints.

I played at this casino on January 1, 2023. I claimed a bonus crypto 100 % bonus offer with a max bet policy of 5 euro.
Around the time I had almost finished wagering my balance was near 4500 euro. After wagering, the balance randomly disappeared and chat agent created a ticket to have customer support email me.

About 30 minutes later, I received an email stating that I had broken the max bet policy on the bonus and bet the amount 5.40 euro one the game masterchen's fortune.

I can clearly deny this claim, as all of my bets placed were 5 euro and 4.50 euro, and they were all set on "AUTO-PLAY".

Another issue that arose during my game-play on "Master-chen's fortune", was that my game was randomly closed during my autospins for roughly a few minutes due to some error. I simply refreshed the page and went back on the game, and before clicking on auto-play again, I made sure my bet was at 4.50 before continuing.

To me personally it seems very clear that during my downtime while playing the slot masterchen on autospin, *someone or something* decided to manually placed bets of 5.40 on the game so I automatically denied my winnings.

With approximately 2776 spins, some how there are at-least 10x operation id's bets of 5.40 placed on the system when the whole time I was on the computer playing all my spins on "Auto-play" mode.

As a player with more than five years playing online casinos, I knew better and too never over bet at an online casino while playing with bonus funds.

Askgamblers, I ask the casino to check in-to this issue. I am actually requesting to contact the provider of master chen's fortune "pragmatic play" and check my gaming history during my gameplay, while I was playing auto-spins. To also check the "random" closing of the game, and finally to check the i.p. addresses and computer details to where the bets of 5.40 came from.

Thank you

Hi @askgamblers,
Recently when i was checking out casinos in your portal I came across Zenbetting. After looking at the reviews and ratings I decided to give it a try. So I registered myself to the site and got my account verified super fast. I have to say the verification was really really fast and it made me think that the casino is a top notch one.
After playing a while in the casino I won big and figured I'll withdraw my winnings of 40000$ since Inoticed in AG that there was a 50000USD limit. I figured Zenbetting will process my withdrawal in a heartbeat. But that was not the case. I was told by the casino that since it was a big win they need to check with their game provider and would need 7 Working days. Its been 7 days and so far I have not recieved a single buck from Zenbetting to my Skrill wallet. I kindly request AG to help me receive my winnings, As I am not getting a proper resolution or timeline from Zenbetting, which is making me a bit astonished compared to the such high ratings and reviews.
I did ask the support if they need my stream or my game videos to make sure there is no issues from my end. To which the support replied they would not be needing it. I kindly request AG to look into my case and provide me the platform to raise my query. And get the issue resolved ASAP.

Thank you

Hi, I have been trying to make a succesful withdrawal since yesterday morning. The first and second withdrawal attempt failed because the casino told me I gave an incorrect cvv number. I waited 6 hrs and 6 hrs for this issue to be told to me. Then I waited 10 hrs for finance section to return my withdrawal to account. They offered me two withdrawal methods that I do not have. I asked to make a withdrawal on the first card I deposited with, they said it is ok but the system declined it. Then I made again the withdrawal in the second card. After few minutes they refused the withdrawal and told me to send selfies with the front of the two cards used. For now I am still waiting for the next step.

I made a deposit of 50 Cad into my account and decided to play Jungle Adventure. Prior to accepting to play the game, it asks to convert my funds to US funds. I had no problem with this and continued on to play the game. My newly converted balance was now approximately 38US. I played with this amount and managed to win 935.50US. I decided to withdraw and when I did, it instantly converted my win from 935.50US to 935.50CAD. It did not make the conversion from US to Cad resulting in losing approximately 280 CAD. I have contacted the chat forum, and they did not understand my concern which is why I am posting this. I have since withdrew 800CAD (which should have been USD) and played out the remaining 135CAD (again, this should have been USD).

I would just like to receive my correct winnings.