Ignored messages casino keeping my money

Two weeks ago I took advantage of a promotion of 50% deposit + 50 FS. The winnings from the free spins did not go into my casino balance. I wrote to support every day but did not receive any response. I also sent an email, no one replied. Today my account has been blocked. No one told me why. So I’m asking here: why???

Hello,

I have been playing with this casino for while they always paid.
Now I got logged out middle in there playing session. The betsize is higher then before.

It is really akward after seeing my bet history my consistant bets are 1 second a spin.

Then in between they are 10 second spins each of a higher amount. On that exact moment I get logged out of the casino.

As I remember I try to resolve it with zen casino there unresponsive and they say I made a mistake. I am certain if I can ask the slots provider for the history what happened. We can resolve this issue.

Everytime I get logged out and couldn't login my suspions is that this an error or they obligated loggin me out and break the max bonus bet themseves.
Hope you can help me investigate. with the slots provider giving the ip's from those moments.

Regards

I would like to begin by saying that I have played at online casinos for an extended period of time. My first complaint on this platform was published and resolved in 2018. I was playing prior to that as well but never ran into any real issues.

I am begging this complaint with that information because it is relevant to this case. Given my experience I am fully aware that casinos have a very specific set of Terms and conditions. When claiming a bonus, those terms often become even more complex and if broken, the casino has the right to void your winnings. Knowing all of this, I am always sure to check every term prior to playing on a new casino.

Zenbetting casino looked interesting to me, so I decided to give it a spin. I deposited over 50 times at this casinos, and ran into a bit of a cold streak when I started. I got 2 decent wins mid-month, verified myself and received payment from the casino. Shortly after, I won again and received that payment without any issues.

Near the end of the months is where things took a turn for the worse. I had a win confiscated immediately after my wagering was complete. I thought it was an error, but chat told me that I had bet 8 on the slot game Fortune of Giza. I thought to myself that it was impossible, but after going threw my betting history I saw that during a playing session there were a handful of 8$ bets placed. This drove me crazy ... not only did I not remember placing bets at that bet size, but I use the AutoPlay feature when playing and my bets were set at 6 per spin. ( The max bet when playing with that bonus offer is 6CAD). I remembered being logged out while spinning on the game and when I opened the game again, the bet size was set at 8 per spin, so I adjusted it back to 6 and continue spinning. I know that when you exit a game and re-enter on the same casino, the PragmaticPlay software will keep the same bet-size you used last. I didn't pay much attention and continued spinning.

After all this I decided to give the casino the benefit of the doubt, and said to myself "maybe I overbet by mistake" after all I had no reason to think otherwise.

I made 9 deposits after that incident, and on the 9th I won nearly 5000$. I opened the game Mayana and put the bet at 5$ per spin and set 1000 spin auto plays at a time until my wager was complete. I started playing on the 30th and completed the wager on the 31st. After my wagering was done, the casino confiscated my money and claimed I bet 10$ on the game Mayana and that I had breached their terms.

We went back and forth over the next few days, they sent me an excel spreadsheet which they claimed was provided to them from the Quickspin provider that shows my gaming history and times of the bets placed. This spreadsheet shows that during the end of my session on the 30th of December I placed bets of 5$,5$,10$,10$,10$,10$, and then finished the sessions with a 5$ bet. All this happened within 1 minute and 45 seconds according to the sheet, except that this never actually happened. These bets were never placed at 10$. Why would someone with the years of experience I have stop their Autoplay session which was spinning for over an hour to place 4 bets at 10 per spin only to finish their session with 1 bet at 5$.

In order for this series of events to have taken place there would have needed to be not one, but 5 miss-clicks. One to move the betsize from 5 to 10, 2-5 spinning the slot at 10$ per spin. The slot was set on auto spin, this series of events never happened ...

I spoke to the casino about this, and told them that it was impossible, even bringing up my previous win where the same thing happened. I told them I was not going to let this win go like I did the last. The casino simply replied to refer to the excel document they provided me and see that there were bets placed at 10$ and there was nothing they could do.

I was browsing on AskGamblers the other day to get my mind off of this and saw an active complaint against zenbetting casino. I read threw it and it was complete deja-vu. Everything I was reading on the complaint happened to me. I thought to myself I am going to tell the casino and ask them to restore my balance. They said they would look into it ... they've been looking into it for over a week now. They even closed the support ticket about this and claimed it was an error on their end.

I now have 3 points of confirmation: 1- my previous win which was confiscated ... 2 my current win and 3 the other active complaint against them ... This is no longer a coincidence.

I have always been someone who starts by giving the benefit of the doubt, prior to making any other accusations, so I will stand by the title of this complaint and ask Zenbetting casino to solve their glitch and restore my balance.

I have screenshots of the support tickets as well as the document the casino sent me which I can provide AskGamblers with if requested.