Complaint #1 Zodiac Casino

Casino Blocked My Account and void my winnings

By Geertje

12 years ago

Hello,

Last thursday i won 1250 euros with one dollar deposit. I whas verry happy and filled in per mistake my mothers details as i registered on the casino. (i whas not aware that its connected to a rewards riches account) and that is on my own name. I saw what i did and ask Sam from the customer service about it and he told me it would be not a problem for me. Now many chats further and i explained everything i got 1 email with the anouncement that my winnings are void and that my account is blocked. I do find this unbelieveble!!!

I have many printscreens about this matter and i am realy flabbergasted!!!

If you see the printscreens you will understand it also, i send them trough mail.

Disputed Casino Zodiac Casino

Reason Declined payment

Discussion

Zodiac Casino

• Representative

15 years ago

To close your casino account you will need to contact support@casinorewards.com

Cheers

Geertje

15 years ago

What do i have to say further? i have tryed to solve this from the beginning, but they wont listen. Can you please close all my accounts on rewards? i never gamble on your casino group again. As others say stay far away from them, i will do that from now on.

Zodiac Casino

• Representative

15 years ago

Hi Martine

I have looked into your account and see that you indeed broke the T&Cs. If you were unsure about whether this would be a problem, your course of action would be to email support and wait for a response before depositing as your request would have been escalated to the risk management department and they would have told you what you need to do to fix this. Live chat staff cannot dictate whether or not there will be any issues upon withdrawal as they do not do the risk assesments.

When creating your account you agreed that you had read and understood the T&Cs which means you would have seen the term regarding financial accounts being under the same name as the casino account:

[QUOTE]If the Credit Card or Ewallet used to deposit and/or withdraw funds is not in the name of the individual registered on the Zodiac Casino account, then all winnings will be void.[/QUOTE]

Due to this term there is nothing I'm able to do to help in this situation.

The only advice I can give you is that moving forward, read ALL of the T&Cs and understand them before registering an account. If there are any that you do not understand, send an email to support and wait for a response before registering an account. That way you are covered.

Again sorry I could not help.

I will also post this reply in all the other forums you have posted this complaint in that have alerted me.

Cheers

Renee

Zodiac Casino

• Representative

15 years ago

I am looking into this.

Cheers

Zodiac Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $800

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Zodiac Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Zodiac Casino Complaints

See all complaints for this casino

Not paid out the second payment I am owed

Originally won 10,000 withdrew 10,000 that was approximately 6 weeks ago since then have jumped through every hoop they wanted me to and in the end they said don't we can they can only pay me out in 4,000 increments every Friday finally receive the first one but then the second one has not shown and I can't get hold of them and their ghosting me

Rejected

Not responding to my emails

The casino has restricted the account. Since May 23, I can only log in and I can 't play. I sent all the documents. They respond twice a month. Since August 4, they do not respond to emails in the chat, they do not solve anything.

I had a balance of $230, but the balance disappeared somewhere? The score is zero. I don't understand why it can take so long and when they unlock and return $230 to the casino balance.

Rejected

$230

My withdrawal disappeared

Hi. I won 4000£ on zodiac casino and withdrawn it to PayPal but suddenly my account after verification got reset and I don’t see any transactions. My loyalty rewards are gone as well. I’ve wagered entire amount needed in order to withdraw winnings. I have screenshot from withdrawal and bank statement from deposit.

Resolved

£4,000

Casino forgot me

Zodiac casino has told me repeatedly that I don’t have a valid email and I ain’t using a matching email, although this is the same email I always use, so know they won’t pay me my 260$ withdrawal that they owe me.

They continue to ignore my emails and have erased many emails from them up to March of 2022 and I have played this casino many times before as well.

Here are the attached files of the withdrawal they didn’t pay me

Rejected

$260

Delayed payment for more than 77 hours

I have a withdrawal of 1099.60 in pending since 77 hours.

As per their term, it's supposed to be in pending for 48 hours. It was supposed to be released yesterday, but the amount is still in my account.

I try to reach support and all they can say is It will be send tomorrow. They can't tell me when exactly and why they didn't send it yesterday.

My complain here is that the 48 hours pending is long enough, now 95+ hours in pending is unacceptable and we all know why they do that "pending" period.

I will have to wait all week-end and more when I should have received it yesterday.

Support won't help me other than saying tomorrow.

Resolved

$1,100

Won't pay what is mine

I had been playing for a couple of weeks with no problems. I had €0.00bonus cash and €20443.76 in cash balance so I decided to withdraw it, that was ok I sent all the I'd documents they asked for, they even got back to me saying "with a large amount they will pay €4000.00 a week" witch I didn't mind to much. So from pushing withdrawal, & getting together & sending all the documents & I'ds they asked for & them saying what they could pay a week it all took about 7days. Then I noticed I couldn't even get into my account to keep playing. I went through live chat they found my account but keeped on say the same thing & sending me to Risk Management through email. Every time I email then they said the same couple of words &that was it I ask them to ring me but they didn't. What should I do.

Rejected

€20,444

Encouraged to deposit, withdrawal not paid

I played the slots with Zodiac Casino and maganaged to win £3,500. I went to withdrew my money on 24th April 2019 and still have not received my money- despite providing all 6 of the documents that Zodiac have slowly requested from me over 14 days.

Zodiac have still been encouraging me to gamble via email and accepting my deposits.

I strongly think that Zodiac do not have the funds to pay me.

Zodiac emailed me on 29 April saying that in order to process my withdrawal I needed to send my:

Utility bill

Driving licence

Front and back of card.

I sent all the requested documents. However Zodiac still did not process my withdrawal; and 7 days later they asked for my bank statement, and bizarrely a picture of my ID next to the computer with my Zodiac signed in.

I duly provided this and have still not received my money.

Please asssist me with this Ask Gambler.

Regards,

< Full name removed >

Resolved

£3,500

Payment delayed, risk management team is yet to comeback after a week of waiting

Hi, I went on winning 400usd however when I initiated the withdrawal casino asked to confirm the identity and requested to send the documents via email. I submitted the documents last Wednesday, after a day I went back to live chat they informed it's pending with risk management team and I followed up couple of times with risk team and in live chat but til date I haven't received any response. Could you please help me on my withdrawal process.

Resolved

$400

Waiting almost two weeks to resolve on reported mistake with e-check transaction

Below is the email I submitted to casino risk management after being directed to by chat . Its been 12 days with nothing . I have no response, my account is locked, the phone number provided does nothing but direct you to chat. Chat directs me to email, email never responds :( , my user name is tracy Username: ******* Casino: Zodiac Casino I was asking chat help for withdrawing my winningsof $169 and as i went through the steps for an echeck I did it as a deposit instead of withdrawel. She sad to contact you to cancel the deposit as it was in error and then she said chat can help me my orignal wihdrawel. I HAVE NOT TOUCHED OR PLAYED A GAME SINCE THIS PER CHAT PERSONS REQUEST here is my conversation with chat tonight Tracy i went to withdraw my money via an echeck and did a deposit insteaD CAN YOU PLEASE REVERSE AND CORECT IT10:15 PM i did not realize i hit the echeck and filled it out for a deposit instead of a withdrawel Hannah I’m just going to pull up your account details. Give me a moment to see what I can do. Tracy ok i just tred to withdraw my winnings of 169 and did it as a deposit Hannah Ok, thank you please wait just a moment and make sure not to play any games. Tracy not doing anything lol and thanks Hannah Thank you for waiting Tracey Ill just be a few more minutes Tracy ok thanks Hannah Thank you for your patience. You will need to contact our Risk Management Department for a refund via email at [email protected] In the mean time be sure not to play with the funds or we won't be able to refund the money Tracy well what do i tell them and why couldnt you fix this issue this is money i can not have taken out of my account can they resolve this asap Hannah Just tell them that you deposited the money by mistake and they can issue you a refund.