ZenCasino

Really good casino but not paying money

€2000

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 Funds must be withdrawn with the same method used for depositing.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!!

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.

Amount of 30 euros not credited

€1200

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

Casino refused to pay 6600 euro to my bank

€30

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 ?

Owes me 9200 and wont stop player check

€6600

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.

They keep delaying 10000 euro payment for no reason

$9200

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.

€40000 not paid to my ETH address

€10000

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

€40000

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.

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

€230

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

Beschwerde-Statistik

Gelöst 9

Durchschn. Betrag $ 3,480

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 2 Tage

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Spielerbewertung

8/10 ● 143 Bewertungen

Top-Bewertungen unserer Spieler

ChrisWar90

7/10

For me Zen Casino is pretty solid. The amount of games and providers is great, and I didn't encounter any lag or inconsistency unlike some players that left a review. Verification wasn't a problem, withdrawal time through Skrill was consistent. Helpful support, but sometimes it takes some time to get a response. I enjoyed my couple deposits here, but for me, there are better casinos out there.

My big NoNo about the site is the structure and design. Very confusing layout, and at the beginning I struggled to find all games from a certain provider. Took me a while to figure it out it is under "games" tab, not "providers". The design felt basic to me. All it consists of is huge images of games which feels overwhelming.

titowaelchi

8/10

With a score of 8, Zen Casino is one of the better online casinos on the market now. One of the best aspects of this site is that it is compatible with every platform on the market. You can use the site on any smartphone or tablet which is better than most platforms that struggle with this kind of design. They also support live chat among the players which is awesome because it builds a sense of community. With the games that are available on the site, that is awesome to see because players have a lot of good choices.

Since Zen Casino got an 8, there are still some negatives for the site. Restrictions are an unfortunate issue that limits the players and the games. Inconsistency is also an issue here because some games are smoother than usual but there are also laggy games. If the Zen Casino devs want to improve their site, you can expect them to do a better job with this and how they respond to those issues. Hopefully, more players will be catered to because some users tend to struggle with the Zen Casino games but you can expect this to improve sometime soon.

carmen87

8/10

The livechat and games. Friendly Team. Cashout is fast and easy. And many more. My number one casino. One of the favorite services could provide. So fast and many slots selection. I would recommend it to all. Keep up the good work.

Maya_San

8/10

Fast and reliable service when it comes to processing funds that go in and out of my account.
I don't experienced a delay or lags when placing wagers on slots, not one time, so I'm not that paranoid to go all in lol. I'd always choose to play at Zen more than any other casinos.

alvaro82

7/10

I've been playing this casino for a couple of months, everything is fine and satisfying. Sometimes there are long withdrawals. Good choice of games on this casino

seda31bort

8/10

Customer care and support are definitely a high priority for this casino. Today, with so many casinos around, you need to have outstanding customer support to stand out from the crowd.

tokentipsy

6/10

One of the only casinos where Aussies can play certain providers and games, this and other RR Investment casinos big win.
Support seems okay, a little more helpful than Dama NV but it's not live chat as stated on this site.
Different bonuses for different providers each day (just be sure to read the fine print, as always), a max win is standard $3k-$15k, max bet varies but usually around $3 EURO which is fine.
A lot of different deposit methods, some more reliable than others (still looking for my missing funds).
Verification is simple and fairly quick, unlike Dama NV.

If you love certain KICKass titles, give them a go :)

The 6-hour delay for withdrawal (no this isn't waiting time, this is a forced 6-hour delay) is a big negative. They also only process some withdrawal types during working hours, so it sucks when you make a withdrawal at noon Friday, you won't be getting that until well into next week.
Once you reach the highest VIP level, this forced delay drops to 2 hours ... site could make this clearer.
The whole interface is clunky, outdated, and just, odd to navigate, hard to find anything.
Their Terms and Conditions and FAQ contradict each other, brought this up with them but they didn't update it seems. Fine that English isn't a first language (I presume) but not when it's stating the legalities, might need a proofread?

nitish_mort

8/10

For me the game here was smooth. No problems with downloading, fast withdrawal. So i guess i am satisfied with the game and can recommend this casino

bartash14stop

7/10

I like the interface, it was quite easy to operate. The withdrawals are also fast, I was able to withdraw my sum just within 24 hours, for me it's a nice moment.

mtreanor