ZenCasino - Really good casino but not paying money - Complaint Resolved

Golddragon12

Hello sorry my english not so good.

My bank has closed I want to change my bank for a pay out and it's not allowed by zen casino

" Bank withdrawal can only be accessed by those who make deposits with a credit card! In other cases it is against AML Policy! You should withdraw winning by the same method! 8.13.3. Funds must be withdrawn with the same method used for depositing. Kind Regards, Zen Team"

I am really stuck I attached screenshot what I talk with support

" 1. You used the deposit method to add fund your Skrill account! 2. After that, you have already made payments from your screen to us! 3. We will return your deposit to your closed Skril account. 4. And after that Skril will return your money - to your deposit method to fund your Skrill account!
Support @ 06:43 - 30/12/2023
I don't have skrill
You @ 06:24 - 30/12/2023
Your withdrawal will be cancelled! We ask you not to make withdrawals! We will make the withdrawal of funds manually to your Skrill!
Support @ 06:18 - 30/12/2023
I can't receive money to skrill
You @ 06:12 - 30/12/2023
Dear client, If you cannot withdraw via Skrill we will make a refund to your Skrill account. After the Skrill will then refund your funds to to the payment method you used to add funds to your Skrill! Kind Regards, ZenTeam "

I not have bank and they want to send to bank that is closed and that bank closed send to me I not understand. I see many people on other forum has same issue. Help!!

ZenCasino

Dear all,

Player has made deposit in the end of 2022. The last activity detected at the same day. In the end of December 2023 player returned and ordered withdrawal. Several attempts were unsuccessful. Changing of payment method is against Anti Money Laundering Policy and ZenCasino T&C.After Player stated that Skrill account is not available for any payment, we have requested confirmation accordingly.
Player did not provide confirmation of Skrill account closure. However Player withdrew funds to Skrill account today at 11:53:14 UTC.
We would like to pay attention that we did not reject payment of legal winnings, but we have to follow actual policies and rules. We support fair game and fair players and endorse legal requirements.
As Player has received winnings, we believe this complaint is unfounded, moreover we have actively communicated with payment provider and Player to solve this situation.

Best Wishes,
ZenCasino

AskGamblers

Dear @Golddragon12,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

ZenCasino - Really good casino but not paying money

Complaint Info

Disputed casino

Reason

COMPLAINT REFERRED BY AGCCS PARTNER

Apostaconfiavel

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