Beschwerde #3 Zodiac Casino

Locked account

Von rustyred9

vor 12 Jahren

i deposited a £1 and received £20 i played on roulette and won about £100 i then played on a slot machine and won approx 600£ i continued playing until my balance came down to £450 ,where i decided to cashout ... 2 days after cashing out i received the following email

Hello Alison,

We would like to inform you that your cashin and account has been blocked due to a breach of the Bonus Account Terms and Conditions of the casino.

For more information please look under Bonus Account Terms and Conditions include >> Point 13

“The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:

1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;

2. Using the double-up feature to increase bet values;

3. Even money bets on Sic Bo, Craps and Roulette”

Therefore, the winnings are void and have been confiscated. Your casino account will remain locked.

Thank you and kind regards,

Sally

Risk Management

Casino Rewards

i find this hard to believe and very unfair , i phoned them up and they said i broke the following rule......1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;!!!! please help i think ive been unfairly treated

can i take this any futher ??

Alison

Unseriöses Casino Zodiac Casino

Grund Verletzung der Bonus-Bedingungen

Diskussion

AskGamblers

• Support Team

vor 14 Jahren

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Zodiac Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached Bonus Terms and Conditions #13.

The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:

1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;

2. Using the double-up feature to increase bet values;

3. Even money bets on Sic Bo, Craps and Roulette

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

Zodiac Casino

• Representative

vor 14 Jahren

Playcheck has been sent.

Thanks.

AskGamblers

• Support Team

vor 14 Jahren

Dear Zodiac Casino,

Yes, of course. You can send it on support[at]askgamblers.com

Zodiac Casino

• Representative

vor 14 Jahren

AskGamblers - I am happy to send over the playcheck if required. Please let me know.

Zodiac Casino Beschwerde-Statistik

Gelöst 20 / 22

Durchschn. Betrag $930

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

Zodiac Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Auszahlung seit 11 Tagen auf Pending ohne Reaktion vom Kundenservice

Guten Tag , ich hätte nie für möglich gehalten diesen Schritt gehen zu müssen.

Mein Konto ist zu 100 % vollständig verifiziert. Meine Auszahlung ist mittlerweile seit 11 Tagen in Bearbeitung.Der Kundenservice hält mich immer wieder hin und bittet mich zu warten.

Es geht um einen Betrag von 2596 Euro. Dieser wurde mit Sportwetten erreicht. (Ohne Bonus)

Ich wette seit über 15 Jahren und musste noch nie solange auf eine Auszahlung warten.

Ich achte bereits bei Registrierung bei einem Buchmacher auf vollständige Verifizierung.

Ich stehe zu 100 % im Recht und man lässt mich offensichtlich Warten!

Bitte helfen Sie mir. Vielen Dank.

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I had a balance of $230, but the balance disappeared somewhere? The score is zero. I don't understand why it can take so long and when they unlock and return $230 to the casino balance.

Abgelehnt

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My withdrawal disappeared

Hi. I won 4000£ on zodiac casino and withdrawn it to PayPal but suddenly my account after verification got reset and I don’t see any transactions. My loyalty rewards are gone as well. I’ve wagered entire amount needed in order to withdraw winnings. I have screenshot from withdrawal and bank statement from deposit.

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They continue to ignore my emails and have erased many emails from them up to March of 2022 and I have played this casino many times before as well.

Here are the attached files of the withdrawal they didn’t pay me

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Delayed payment for more than 77 hours

I have a withdrawal of 1099.60 in pending since 77 hours.

As per their term, it's supposed to be in pending for 48 hours. It was supposed to be released yesterday, but the amount is still in my account.

I try to reach support and all they can say is It will be send tomorrow. They can't tell me when exactly and why they didn't send it yesterday.

My complain here is that the 48 hours pending is long enough, now 95+ hours in pending is unacceptable and we all know why they do that "pending" period.

I will have to wait all week-end and more when I should have received it yesterday.

Support won't help me other than saying tomorrow.

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$1,100

Won't pay what is mine

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.

Abgelehnt

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Encouraged to deposit, withdrawal not paid

I played the slots with Zodiac Casino and maganaged to win £3,500. I went to withdrew my money on 24th April 2019 and still have not received my money- despite providing all 6 of the documents that Zodiac have slowly requested from me over 14 days.

Zodiac have still been encouraging me to gamble via email and accepting my deposits.

I strongly think that Zodiac do not have the funds to pay me.

Zodiac emailed me on 29 April saying that in order to process my withdrawal I needed to send my:

Utility bill

Driving licence

Front and back of card.

I sent all the requested documents. However Zodiac still did not process my withdrawal; and 7 days later they asked for my bank statement, and bizarrely a picture of my ID next to the computer with my Zodiac signed in.

I duly provided this and have still not received my money.

Please asssist me with this Ask Gambler.

Regards,

< Full name removed >

Gelöst

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Payment delayed, risk management team is yet to comeback after a week of waiting

Hi, I went on winning 400usd however when I initiated the withdrawal casino asked to confirm the identity and requested to send the documents via email. I submitted the documents last Wednesday, after a day I went back to live chat they informed it's pending with risk management team and I followed up couple of times with risk team and in live chat but til date I haven't received any response. Could you please help me on my withdrawal process.

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Waiting almost two weeks to resolve on reported mistake with e-check transaction

Below is the email I submitted to casino risk management after being directed to by chat . Its been 12 days with nothing . I have no response, my account is locked, the phone number provided does nothing but direct you to chat. Chat directs me to email, email never responds :( , my user name is tracy Username: ******* Casino: Zodiac Casino I was asking chat help for withdrawing my winningsof $169 and as i went through the steps for an echeck I did it as a deposit instead of withdrawel. She sad to contact you to cancel the deposit as it was in error and then she said chat can help me my orignal wihdrawel. I HAVE NOT TOUCHED OR PLAYED A GAME SINCE THIS PER CHAT PERSONS REQUEST here is my conversation with chat tonight Tracy i went to withdraw my money via an echeck and did a deposit insteaD CAN YOU PLEASE REVERSE AND CORECT IT10:15 PM i did not realize i hit the echeck and filled it out for a deposit instead of a withdrawel Hannah I’m just going to pull up your account details. Give me a moment to see what I can do. Tracy ok i just tred to withdraw my winnings of 169 and did it as a deposit Hannah Ok, thank you please wait just a moment and make sure not to play any games. Tracy not doing anything lol and thanks Hannah Thank you for waiting Tracey Ill just be a few more minutes Tracy ok thanks Hannah Thank you for your patience. You will need to contact our Risk Management Department for a refund via email at [email protected] In the mean time be sure not to play with the funds or we won't be able to refund the money Tracy well what do i tell them and why couldnt you fix this issue this is money i can not have taken out of my account can they resolve this asap Hannah Just tell them that you deposited the money by mistake and they can issue you a refund.

Ungelöst

$169