Beschwerde #18 ZenCasino

€40000 not paid to my ETH address

Von Siegtal

vor 4 Jahren

Hello,
Sorry English is not my native language.
I found out about ZenCasino through AskGamblers.
I had a complete loss of control when it came to gambling and paid 40,000 euros into crypto within a few hours. At some point I was lucky and I achieved something beyond the amount of my deposit. I wanted to pay everything back completely through crypto when I quickly realized that I had a problem with games.
I could only pay out a maximum of 2000 euros a day. That was not enough, because I paid all my fortune into a loss of control.
Then I arranged a payment of 2000 euros and the next day 2000 euros again. When I realized that I had a problem, I reported to chat support and asked to block my account and process my payout, stating that I was addicted to gambling and that I needed the money from my deposit as soon as possible. After long requests, the support has blocked my account. The next day I was able to register again and play something again to the point where I broke down and knew that I was addicted and that my family would suffer as a result! The deposit was the entire family fortune! Then I literally begged to protect myself and to block my account. Fortunately for me, this happened and I could no longer register.
Later I received an e-mail from support asking for my ETH address. I thanked you and gave you my ETH address. I replied to this e-mail directly because I no longer had access to my account. that was all on October 5th. When I noticed that I had replied to no-reply@zencasino.com, I later made a copy of this e-mail to helpdesk@zencasino.com
After some time without feedback and great despair and questions why there was no feedback on my registered e-mail at ck*******@t-online.de I wrote the support with my e-mail address at Gmail with a deadline.
After some time I got a response that I should legitimize myself with the Gmail address. I did this and then the exchange took place via Gmail.
Apparently, my server at t-online blocks certain e-mails that I have not received from the helpdesk @ zencasino.
After long writing, ZenCasino sent me a PDF with a payment report of 40,000 euros in ETH. From that point on I was stunned! ZenCasino transferred the amount to the wrong ETH account that I never specified !!! that was on October 16th. I was devastated and from that point on there was no more real feedback.
How can something like that happen? Did this happen to me on purpose? To which person would the ETH be transferred? Who is responsible for the mistake? I can completely prove that I only gave this ETH address in the mail of October 5th, 21st. furthermore, screenshots of the account, e-mail contact and chat messages.
Dear AskGamblers team, this is a real scandal. I have been on sick leave since this week because my nerves are at the end. this is not about me, it is about my entire family. Please help me.

I can submint all documents.

Unseriöses Casino ZenCasino

Grund Verzögerte Auszahlung

Betrag €40000

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

Following a careful review of valid information and proof presented by ZenCasino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

ZenCasino

• Representative

vor 4 Jahren

Dear Askgamblers Team!

Player registered game account 30.09.2021., made many deposits and got winnings in the night 01.-02.10.2021.
02.10.2021. player ordered withdrawal of 2000 euro (in ETH) from profile. In the same night player asked via live chat to increase daily limits. According to Zencasino T&C daily limit is 2000 euro. Player has been informed that limits can be reviewed by relevant department in the business days 7-17 UTC. Also live chat support advised several times to take a break until his request is reviewed.

Player ordered next withdrawal 03.10.2021. and took a break. Both withdrawals were executed automatically.

04.10.2021. we have received email about gambling addiction and request of full balance withdrawing. Game account was suspended by Security Department due to gambling addiction.
05.10.2021. we have requested for ETH wallet address for manual withdrawing via ticket system. Notification with ticket content has been delivered to player's email, as usual. When we received the answer with ETH wallet address by the ticket, payment was executed manually by Finance Department immediately and information was sent via same ticket.

Game account was closed due to gambling addiction permanently.

Later we have received several emails from registered at Zencasino address and replied accordingly.

Player claims that didn't receive from us notifications or emails or funds. As we can see he did receive email with ETH address request.
It's very strange that player stopped receive emails from Zencasino after payment was executed.
We have communicated player via registered email as well as his other email.

As player has posted screenshot with his email public, we are posting screenshot from mailing service. Screenshot from ticket system and confirmation from crypto payment provider contain information that can't be disclosed public, so proofs have been sent to Askgamblers directly.

We consider this an unfounded complaint and kindly ask you to remove or reject it.

Best regards,
ZenCasino

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

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

ZenCasino Beschwerde-Statistik

Gelöst 9 / 9

Durchschn. Betrag $3,480

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 2 Tage

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Hello sorry my english not so good.

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