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Zodiac Casino - Won't pay what is mine

REJECTED
Complaint Info
Disputed casino Zodiac Casino
Reason Declined payment
Amount € 20443.76
Logo New Zealand Message
Posted on October 24, 2019

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.

Posted on October 24, 2019

Hi player

Risk management explained in an email to you why you are unable to access your accounts:

===
Hi #####

You have claimed the sign up offer for the same casino multiple times which is a breach of the terms and conditions. Your accounts have therefore been locked.

Kind Regards,
 
Constance
Risk Management
Casino Rewards 
===

AskGamblers
Posted on October 25, 2019

Dear Zodiac Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations that player claimed the sign up offer for the same casino multiple times, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

AskGamblers
Posted on October 28, 2019

AskGamblers Complaints Team has been informed by a casino that, unfortunately, due to private policy of Zodiac Casino, they cannot provide the necessary information so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the casino nominated ADR - eCogra.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Posted on November 25, 2019

This complaint has been reopened as per Zodiac Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on November 25, 2019

Dear @Logo,

Please confirm if you have submitted a complaint in front of the official Regulatory/ADR body. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Thank you for your cooperation.

Zodiac Casino Complaints

  • 17 of 19 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 557 USD avg amount

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