Beschwerde #15 ZenCasino

Refusing to provide full gaming log

Von Nastassia A.

vor 5 Jahren

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.

Unseriöses Casino ZenCasino

Grund Bonusentfernung

Betrag €230

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that ZenCasino management acted in accordance with their Terms and Conditions. In addition, our team received evidence that player had been provided with the betting history as well.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

TopModel

• Weißrussland

vor 5 Jahren

Good day! In view of the fact that I am convinced that I made all the necessary bets and the bonus has been fully cleared, I ask the casino to provide evidence that I am mistaken. Withholding my winnings without providing evidence is a violation of my rights.

ZenCasino

• Representative

vor 5 Jahren

Dear Client!

We would like to clarify situation with Your game account at ZenCasino.
You have made deposit of 70 euro and took the Friday Betsoft Bonus. According to bonus terms You received 49 euro of bonus funds, so wagered amount should be completed 119 euro x 40. You made 1510 bets x 3 euro, total for 4530 euro. Regarding wager requirements to complete bonus wager it should be 4760 euro. Unfortunately, You have completed bonus wager only for 95,16 %.
At the moment you have stopped game play there was 230,15 euro on Bonus balance. Bonus expires in three days, as well as bonus balance if wager is not completed.

We apologise for the disappointment you have met, but we consider there is no cause to raise any complaint.

We always aim to announce information clearly and obviously and post all details at the visible place. Also we advice to read Terms and Conditions very carefully before registration or at least before depositing and choosing any bonus.

Kind regards,
ZenCasino

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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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!
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You @ 06:24 - 30/12/2023
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Support @ 06:18 - 30/12/2023
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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!!

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"Dear client,

Sincerely,

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" 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! "

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Hello,
Sorry English is not my native language.
I found out about ZenCasino through AskGamblers.
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I can submint all documents.

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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.

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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.

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