Beschwerde #41 ZenCasino

Really good casino but not paying money

Von Golddragon12

vor 2 Jahren

Hello sorry my english not so good.

My bank has closed I want to change my bank for a pay out and it's not allowed by zen casino

" Bank withdrawal can only be accessed by those who make deposits with a credit card! In other cases it is against AML Policy! You should withdraw winning by the same method! 8.13.3. Funds must be withdrawn with the same method used for depositing. Kind Regards, Zen Team"

I am really stuck I attached screenshot what I talk with support

" 1. You used the deposit method to add fund your Skrill account! 2. After that, you have already made payments from your screen to us! 3. We will return your deposit to your closed Skril account. 4. And after that Skril will return your money - to your deposit method to fund your Skrill account!
Support @ 06:43 - 30/12/2023
I don't have skrill
You @ 06:24 - 30/12/2023
Your withdrawal will be cancelled! We ask you not to make withdrawals! We will make the withdrawal of funds manually to your Skrill!
Support @ 06:18 - 30/12/2023
I can't receive money to skrill
You @ 06:12 - 30/12/2023
Dear client, If you cannot withdraw via Skrill we will make a refund to your Skrill account. After the Skrill will then refund your funds to to the payment method you used to add funds to your Skrill! Kind Regards, ZenTeam "

I not have bank and they want to send to bank that is closed and that bank closed send to me I not understand. I see many people on other forum has same issue. Help!!

Unseriöses Casino ZenCasino

Grund Abgelehnte Auszahlung

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear @Golddragon12,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

ZenCasino

• Representative

vor 2 Jahren

Dear all,

Player has made deposit in the end of 2022. The last activity detected at the same day. In the end of December 2023 player returned and ordered withdrawal. Several attempts were unsuccessful. Changing of payment method is against Anti Money Laundering Policy and ZenCasino T&C.After Player stated that Skrill account is not available for any payment, we have requested confirmation accordingly.
Player did not provide confirmation of Skrill account closure. However Player withdrew funds to Skrill account today at 11:53:14 UTC.
We would like to pay attention that we did not reject payment of legal winnings, but we have to follow actual policies and rules. We support fair game and fair players and endorse legal requirements.
As Player has received winnings, we believe this complaint is unfounded, moreover we have actively communicated with payment provider and Player to solve this situation.

Best Wishes,
ZenCasino

ZenCasino Beschwerde-Statistik

Gelöst 9 / 9

Durchschn. Betrag $3,480

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 2 Tage

ZenCasino Beschwerden

Alle eingegangenen Beschwerden ansehen

My withdrawal 2000 EUR on hold for no reason

Dear AskGamblers team,

I have been playing with ZenCasino for the last 3 days since reading your review here that says fast withdrawal.

Unfortunately, my two withdrawals of 1000 euros are on hold.

First I tried to withdraw 2000 to my card that is verified. They say card processing is not working atm, please use IBAN. I put my IBAN and asked for the above-mentioned 2x 1000 euros. Straight away I got an email saying withdrawal processed funds were on their way. However, when I checked the transactions on the website it is still pending with the option to cancel the withdrawal and it has been 48 hours.

When I contacted the support they answered saying the withdrawal is done it is due to bank working days.

Well, if it's done why is it still reversible and not marked as completed on the website?

I really appreciate your help their support is poor and robotic and they avoid or pretend to understand the real issue.

Thanks!

Gelöst

€2,000

Not want to pay me out 1200 euro

Sorry I copy past the complaint same as on the forum, this was resolved not know how to put it any better.

My Ewallets account closed down on tax regulations. Zencasino not offering me anyway to cash out my money because I made a withdraw with this ewallet.

"Dear client,

You are able to withdraw funds to Neteller or Skrill wallet as its one financial group. We are offering online casino services, not exchange platform services. Switching payment methods is against AML Policy. You can recover your accounts.

Sincerely,

Zen Team"

No my money, I stuck at the casino and no way of getting the money out.

Hopefully AskGambler can help me resolve the issue like with the other user. I feel that I hit a brick wall with support.

Gelöst

€1,200

Amount of 30 euros not credited

Dear askgamblers,
I made at 09/09 a 1 deposit of 30 euros at zen casino. It appeared a false screen for the payment and i made it again succesfull this time. Although the amount paid twice at the casino the first and the second payment but the casino does not accept that. I am attaching you screenshots from my bank that the amount that was credited was 60 euros and analysis from the casino page

Gelöst

€30

Casino refused to pay 6600 euro to my bank

Hello,

My ewallets account closed down on tax regulations. Zencasino not offering me anyway to cash out my money because I made a withdraw with this ewallet.

"Dear client,

Sincerely,

Zen Team"

No my money, I stuck at the casino and no way of getting the money out.

Can AG ask them for an explanation ?

Gelöst

€6,600

Owes me 9200 and wont stop player check

I just copy paste the other complaint from the forum i have EXACTLY the same situations. I was approved with KYC and everything was fine. Now they are letting me wait for 1 month for NO good reason.

Looks like they have MONEY issues.

" Dear Client, Please be informed that your winnings are being checked by the Security Department and once this will be done, your withdrawal will be processed as soon as possible by the Team. We kindly ask you not to place a new withdrawal during this period of time. We will contact you as soon as the check will be completed. We apologize for the inconvenience caused and thank you for your patience! "

" This is standard procedure, we are still waiting for a response. "

" As soon as we receive an answer, we will immediately contact you. "

For 1 month I keep getting the same answer I think the it's not fair for the player to get such a generic reply all the time. Yes I won a big amount with a slot. It is not my choice that I get so lucky and win enough. "

I hope you understand I lost my complaint a couple times.

Gelöst

$9,200

They keep delaying 10000 euro payment for no reason

Hello,
I have been a long time customer for zen casino. I lost allot of money. I got lucky and won 10.000 euro.

On this website they got a rating of 8.2 !!! Which is really high and I relay my choice of casino on.

I was approved with KYC and everything was fine. Now they are letting me wait for 1 month for NO good reason.

Looks like they have MONEY issues.

" Dear Client, Please be informed that your winnings are being checked by the Security Department and once this will be done, your withdrawal will be processed as soon as possible by the Team. We kindly ask you not to place a new withdrawal during this period of time. We will contact you as soon as the check will be completed. We apologize for the inconvenience caused and thank you for your patience! "

" This is standard procedure, we are still waiting for a response. "

" As soon as we receive an answer, we will immediately contact you. "

For 1 month I keep getting the same answer I think the it's not fair for the player to get such a generic reply all the time. Yes I won a big amount with a slot. It is not my choice that I get so lucky and win enough.

Player has to suffer at this casino to get paid out or not.

Gelöst

€10,000

€40000 not paid to my ETH address

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 [email protected], I later made a copy of this e-mail to [email protected]
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.

Abgelehnt

€40,000

Refusing to provide full gaming log

Good day!

I have an unresolved situation with ZENCASINO.

Immediately after registration, I successfully passed the verification, providing my passport and a screenshot of the Skrill profile.

On March 26, I received from the casino that my account is active.

I had 230 euros on my account, however, the next time I logged into my account, my account already had 0. I did not withdraw funds.

The casino just took my money, claiming it was bonus and expired. I am sure that the wager was completed, the indicator in my account showed it and the bonus funds became real. The casino (in support of its position that the bonus wagering has not been completed) refuses to provide me with the history of my bets for the month of March.

I am convinced that the casino is misleading me by taking over my money, which I have won in good faith.

Please help me get back my 230 Euros.

Gelöst

€230

Account closed and winnings confiscated due to unfounded accusations of terms violation

Hello,

Few weeks ago i opened account with Zencasino. Lost 200 euros, then i deposited another 200 euros. My account was verified and i took no bonus.

Few weeks after my balance reached 1868 euros and i asked for a partial withdrawal of 800 euros. My nightmare has just started.

Casino blocked my account to review it for 10 days. Didn't like it but since i had nothing to hide, i didn't care much. I thought that after 10 days all would be ok. I was so wrong.

All of a sudden, today Casino sent me an email claiming that i violated their rules and conditions and decided to close my account and return my deposit. They even stated in their email that ''All requests from you about your account blocking will be ignored.''

Desperate to find an answer, I sent them emails, opened ticker accounts, asked their live chat why they closed my account and confiscated my winnings. Live chat was clueless, no response in emails and after i opened a ticket i was then no longer able to log into my account.

Zencasino, are you serious??? Why on earth you confiscate my winnings??? You have absolutely no reason to close my account!! You claim that i violated you rules, at the same time you are unable to provide a reason of what T&C i violated??? Even worst, you say that all requests about my account blocking will be ignored? You think that this is fair;;;

You are new casino and obviously you think that 5-6 fake reviews are enough to build you good reputation? All of your good reviews here surprisingly are from members with 1 post lol.

Zencasino, i am very disappointed from your actions. You have one last chance to rethink your actions.

Abgelehnt

€800

Account closed for no reason

Hello. Despite knowing that this casino has a Curacao License and I won't ever see my winnings at all, I tried to give it a chance. I signed up and used the 5€ Free Casino Bonus. After playing through the wagering requirements of 45x, I received 5€ Real Cash. So I tried my luck and went on to sporting bets and after having a lucky streak, I've climbed up to a grand total of 400€.

I even asked the support earlier, if there will be no difficulties with withdrawing after making a deposit of 10€. They assured me, that everything is going to be fine and I am free to use my Bonus for everything that I want and there is no limit on my winnings.

Now after placing my last bet, I try to login and my account is blocked. For no reason. It is simply blocked. Technically I didn't even make a deposit, yet I feel scammed, as my time that I invested into ZenCasino has been robbed and anyone who wants to try their luck here. Stay away from it.

The reviews on AskGamblers are probably all fake and I wouldn't recommend anyone to make a deposit on the site, if your money means anything to you.

I have attached my conversation with the support team from 21.02.2019 where I was assured that I'd have no problems. After contacting the support, they couldn't help me and told me to open a ticket at https://www.zencasino.com/en/support/index . Which is funny, because you can't open a ticket, if you are not logged into your account.

The support is also talking about "Voucher Abuse", which you don't even have a rule about in your Terms and Conditions. I did use two vouchers, that I found on www.gamblersjoe.com , but I didn't abuse it. I could use them both and if it isn't mean to be, it is your responsibility to put it in the Terms and Conditions.

To the Administrator of ZenCasino, don't even try to defend yourself here. You are in the wrongs. You should be ashamed of yourself. Have some honor.

Gelöst

€400