They keep delaying 10000 euro payment for no reason

Dear AskGamblers team,

I have been playing with ZenCasino for the last 3 days since reading your review here that says fast withdrawal.

Unfortunately, my two withdrawals of 1000 euros are on hold.

First I tried to withdraw 2000 to my card that is verified. They say card processing is not working atm, please use IBAN. I put my IBAN and asked for the above-mentioned 2x 1000 euros. Straight away I got an email saying withdrawal processed funds were on their way. However, when I checked the transactions on the website it is still pending with the option to cancel the withdrawal and it has been 48 hours.

When I contacted the support they answered saying the withdrawal is done it is due to bank working days.

Well, if it's done why is it still reversible and not marked as completed on the website?

I really appreciate your help their support is poor and robotic and they avoid or pretend to understand the real issue.

Thanks!

Sorry I copy past the complaint same as on the forum, this was resolved not know how to put it any better.

My Ewallets account closed down on tax regulations. Zencasino not offering me anyway to cash out my money because I made a withdraw with this ewallet.

"Dear client,

You are able to withdraw funds to Neteller or Skrill wallet as its one financial group. We are offering online casino services, not exchange platform services. Switching payment methods is against AML Policy. You can recover your accounts.

Sincerely,

Zen Team"

No my money, I stuck at the casino and no way of getting the money out.

Hopefully AskGambler can help me resolve the issue like with the other user. I feel that I hit a brick wall with support.

Hello,

My ewallets account closed down on tax regulations. Zencasino not offering me anyway to cash out my money because I made a withdraw with this ewallet.

"Dear client,

You are able to withdraw funds to Neteller or Skrill wallet as its one financial group. We are offering online casino services, not exchange platform services. Switching payment methods is against AML Policy. You can recover your accounts.

Sincerely,

Zen Team"

No my money, I stuck at the casino and no way of getting the money out.

Can AG ask them for an explanation ?

I just copy paste the other complaint from the forum i have EXACTLY the same situations. I was approved with KYC and everything was fine. Now they are letting me wait for 1 month for NO good reason.

Looks like they have MONEY issues.

" Dear Client, Please be informed that your winnings are being checked by the Security Department and once this will be done, your withdrawal will be processed as soon as possible by the Team. We kindly ask you not to place a new withdrawal during this period of time. We will contact you as soon as the check will be completed. We apologize for the inconvenience caused and thank you for your patience! "

" This is standard procedure, we are still waiting for a response. "

" As soon as we receive an answer, we will immediately contact you. "

For 1 month I keep getting the same answer I think the it's not fair for the player to get such a generic reply all the time. Yes I won a big amount with a slot. It is not my choice that I get so lucky and win enough. "

I hope you understand I lost my complaint a couple times.

Good day!

I have an unresolved situation with ZENCASINO.

Immediately after registration, I successfully passed the verification, providing my passport and a screenshot of the Skrill profile.

On March 26, I received from the casino that my account is active.

I had 230 euros on my account, however, the next time I logged into my account, my account already had 0. I did not withdraw funds.

The casino just took my money, claiming it was bonus and expired. I am sure that the wager was completed, the indicator in my account showed it and the bonus funds became real. The casino (in support of its position that the bonus wagering has not been completed) refuses to provide me with the history of my bets for the month of March.

I am convinced that the casino is misleading me by taking over my money, which I have won in good faith.

Please help me get back my 230 Euros.

Hello,

Few weeks ago i opened account with Zencasino. Lost 200 euros, then i deposited another 200 euros. My account was verified and i took no bonus.

Few weeks after my balance reached 1868 euros and i asked for a partial withdrawal of 800 euros. My nightmare has just started.

Casino blocked my account to review it for 10 days. Didn't like it but since i had nothing to hide, i didn't care much. I thought that after 10 days all would be ok. I was so wrong.

All of a sudden, today Casino sent me an email claiming that i violated their rules and conditions and decided to close my account and return my deposit. They even stated in their email that ''All requests from you about your account blocking will be ignored.''

Desperate to find an answer, I sent them emails, opened ticker accounts, asked their live chat why they closed my account and confiscated my winnings. Live chat was clueless, no response in emails and after i opened a ticket i was then no longer able to log into my account.

Zencasino, are you serious??? Why on earth you confiscate my winnings??? You have absolutely no reason to close my account!! You claim that i violated you rules, at the same time you are unable to provide a reason of what T&C i violated??? Even worst, you say that all requests about my account blocking will be ignored? You think that this is fair;;;

You are new casino and obviously you think that 5-6 fake reviews are enough to build you good reputation? All of your good reviews here surprisingly are from members with 1 post lol.

Zencasino, i am very disappointed from your actions. You have one last chance to rethink your actions.