Complaint #16 Zodiac Casino

My account has been locked without reason :(

By stefanypopa

12 years ago

Message on forum

Hello,my name is Pxxxx Sxxxxxxxxx.I have recently opened an account with zodiac casino,deposited one dollar with my skrill account,they gave me 20 $ bonus and i have started to play.I never broked they rulles,i know about the bet size terms,never maked bets that they are not allowed.After playing about 12 hours i have succeded to wager the bonus and i have end up with a 760$ winning.I was verry happy and i have requested for a withdrawal.The next day i found my account looked withdout even a single explanation.

Please help me!

Here is my conversation with support and my e-mail sent to them

Casino Rewards: More than 10 million satisfied users and over 12 years of rock solid reputation. Let us take care of you.

You are now chatting with Ernesto.

Ernesto: Welcome to the Casino Rewards support chat. How are you doing today?

you: hi

you: my user name is tzcr0152070916

Ernesto: Hello!! :)

you: my account has been locked

you: i want to know what i have done wrong:(

Ernesto: Let me check for you, one moment please.

you: ok

Ernesto: Thank you.

Ernesto: Ok Popa, our Risk Management department locked your account.

you: why?

Ernesto: Unfortunately I'm not aware of the reasons for this.

you: but since i have not done something wrong why they are doing that?

Ernesto: If you would like to have more information you can contact directly them at this email address: riskmanagement@casinorewards.com

Ernesto: Unfortunately I'm not aware of the reasons for the Risk Management department actions as they are a separate department and act independently.

you: they have not even sent me an e-mail to explain the situation

you: i am verry confused

Ernesto: I'm terribly sorry for the confusion.

Ernesto: However my suggestion to you is to contact them as soon as possible and refer to them all your perplexity.

you: i am starting to belive that i have done wrong making account here

you: i will send them an e-mail

you: i hope they will explain to me the situation,this is not fair :(

Ernesto: I'm terribly sorry for any inconvenience Popa.

Ernesto: However I'm sure they will explain everything to you.

you: ok

you: thank you

Ernesto: You're welcome.

Ernesto: Is there anything else at all that I may be able to help with today?

you: no thank you :(

Ernesto: Then I wish you a lovely day and a lot of luck in the casino.

Ernesto: We are always here to chat! Come back anytime if there is anything more that you need, or even if it is just to say hi. Your satisfaction and happiness are our priority! Please click here to complete our Exit Survey. Thank you very much. Goodbye. Gamble responsibly

Chat session has been ended by the site operator.

and the e-mail sent to riskmanagement@casinorewards.com

My account was locked,please respond

Eu

Către riskmanagement@casinorewards.com

Astăzi la 11:54 AM

Hello!

My name is Pxxxx Sxxxxxxxx

user name: tzcr0152070916

address: str xxxxxxxxxxxxxxxxx

city: pxxxxxxxxx

state: pxxxxxxxxxxxxxx

postal code:xxxxxxxx

country: xxxxxxxxxxxxxx

I have opened my account here to try my luck,never belived i am going to have the chance of winning something but now i am very confused why this happened because i have not done somethig wrong.If you need me to send you documents to prove that i am the person who opened the account,that is not a problem,i will provide to you everything you need but please send me an answer,i have not received not even a single e-mail regarding that situation,i will cooperate with everything is needed.I am disapointed because i really have not done something wrong.I dont have multiple accounts,i have read the terms before opened my account here.

I wait for an answer and i thank you for your attention.

Disputed Casino Zodiac Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

12 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Zodiac Casino where it is clearly displayed that the complainant's account is linked with three other players' accounts and all of them used the welcome casino offer. According to Zodiac Casino's terms and conditions this is a direct breach of term 1 from the General Promotion Terms and Conditions.

ll promotions can only be claimed once per computer, mobile device, person, household, family, household address, email address, credit card number, IP address or shared computer environment such as a library, workplace, fraternity, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account locked.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from eCOGRA and Kahnawake Gaming Commission

stefanypopa

12 years ago

zodiac casino,22 hours left,come back to chat with me

stefanypopa

12 years ago

they said also something about static and dinamic ip,i am lost here

stefanypopa

12 years ago

i called again to my internet provider,i am having a nightmare,they told me that is how is working,they have a big server,from there they have created a big network ,every user from that big network is having an address(IP),with that address we are connected with the main server from them,they made a private network,every computer from that network is connected with each other,but when somebody else from outside this network will attempt to find out an address from inside this network,he cannot,he will only see the main server IP,god,now i am learning computers to,jessus christ

Zodiac Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $800

Avg. Complaint Duration 8 days

Avg. Response Time 2 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.