ZenBetting Casino - Casino confiscated all my funds claiming that I over bet 5 euro with a bonus

Hi,

On Jan 1, 2023, I requested that the casino provide me a gamelog of my betting history on the game masterchen.
On Jan 2, 2023, the casino said " We have requested gameplay history from the direct provider. We will
keep you posted. ".

On Jan 6th, the casino provided me an pdf history of my bets. It was an excel sheet which displayed (Game Type /Game ID/ Total Staked/ Total Payoff/ Total End Balance/ Bet Time/ Win Time).

This document does not look like an official document from the gaming provider, and it does not involve the I.P. addresses and computer system details from where the 5.40$ bets took place.


Thanks

Dear Player,

You made successful deposit 2023-01-01 17:55:30 UTC and played till 2023-01-01 21:48:02 UTC. The last operation is "bonus to real", but unfortunately you have exceeded allowed max bet. It happened approximately at 20:24 UTC.

We have requested gameplay history for period to check if there is any issue with records in our system. Game provider sent us mentioned records in csv format, as its usual format extracting data from any system.

We understand your disappointment.

We have sent one more request to provide any other format of rounds.

Meanwhile we will send to Askgamblers team screenshots from our system for mentioned period where you can clearly see bets (we've got an error while uploading).

< sensitive info removed related to the provider and IP >

Dear all,

We have tried to attach smaller files, but still unsuccessfully. Screenshots of system records have been sent to Askgamblers support team, hope will be attached shortly.
Gameplay in other possible format has been requested. Unfortunately it can take few business days. We will inform all as soon as receive it.
Thank you!

Best wishes,
ZenBetting

Dear ZenBetting Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, we had to remove info provider and IP related since those are considered as personal info, which should not be displayed publicly. However, you may and should attach all those the info as attachments, directly to the thread. Attachments in question would only be visible the complainant, and our team.

We have attached the received files to your previous post. In order to be published, mind the file name, only the following characters are supported: lower case & upper case letters, numbers, '_' and '-'.

Thanks in advance for your cooperation.

Dear Askgamblers team,

Thank you for attaching files. Apologise for posting IP address, we will send it to player directly.

Best wishes,
ZenBetting

Dear Zenbetting,

Thanks for your reply. I ask you not post any positive any sensitive personal data on the complaints or via screenshots. You can provide the data to me personally through my registered email address and too askgamblers complaints email.

-Can you provide a screenshot of your initial request to gaming provider for my gamelogs and another screenshot of their reply with the .csv file they provided to you.

-In your upcoming requests to provider, please request (ip details, browser, etc) details and to look in to the sudden error while I playing the game Masterchen on "Auto-play" mode; which I had to reload my page as a result of this.

As previously mentioned, please only send them via email address.

I've never placed a bet of $5.40 on the game, nor did anyone touch my computer as I was watching my gameplay on autoplay mode.

Thanks

Dear all,

As we wrote earlier we have sent request of gameplay history in better format. Kindly ask you to extend deadline for reply. Possible we won’t receive it till next business day.
Would very appreciate if you could give us more time.

Best wishes,
ZenBetting

Dear Zenbetting,

***-Can you provide a screenshot of your initial request to gaming provider for my gamelogs and another screenshot of their reply with the .csv file they provided to you.

-In your upcoming requests to provider, please request (ip details, browser, etc) details and to look in to the sudden error while I playing the game Masterchen on "Auto-play" mode; which I had to reload my page as a result of this.

As previously mentioned, please only send them via email address.

Dear all,

We have received screenshots of max bet exceeded rounds, all files have been sent to player directly. Hope this will help to solve complaint. As these files doesn’t contain any sensitive data, will send them to Askgambler's team as well.

Best wishes,

ZenBetting

HI,

Thanks for your reply.

First and foremost, I never requested screenshots of the max bet rounds (Which I never placed). I know these 5.40 bets exists on your system and are registered to the gaming provider. I'm trying to get bottom of why and how they exist.

I had requested that you provide a screenshot of your first contact to pragmatic play in which you requested my game logs and a screenshot of their reply providing you a .csv file. In your recent email on Jan 16, 2023, you've said " request of gameplay history has been requested via aggregator integral system, so we are not able to send those details ". I would like screenshots of those communications please, and they can also be provided to askgamblers.

I'm not asking you to provide details of IP and device from your internal systems, I am asking that you requests these details from pragmatic play for those 5.40 bets. Your casino will certainly state that it came from my IP address. Pragmatic play is very well capable of looking through their internal systems and checking for ip discrepancy and device details.

I am also asking to find out why slot stopped spinning during autoplay mode for a few seconds/minute. As I mentioned before, my gameplay was stopped by the system and I had to refresh the page to back on the game.

Either there's a major glitch at your casino which I am hoping for and it something you can resolve for me; or there is someone in your team logging on to players accounts and placing bets on their behalf so the player can forfeit their winnings.

In order to play those 5.40 bets, I would have had to stop playing my auto-play, then manually click spin 10 times, then go back to playing auto-play at 4.50 per spin. This does not add up at all.

Thank you

Dear ZenBetting Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Askgamblers,

I ask you to request 4 certain proof from Zenbetting casino.

- Casino to make a request of IP and device + browser details from the gaming provider Pragmatic Play (not from zenbettings internal archives). Every gaming provider has access to the operation ID and from which IP the bets came from.

-Casino to make a request to the gaming provider of why my game was frozen during autoplay.

-A screenshot or video of their initial request to gaming provider for my gamelogs and another screenshot of their reply with the .csv file they provided to me.

My initial claim still stands, I did not over bet at Zenbetting casino whilst playing with a bonus.
-

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 ZenBetting Casino management acted in accordance with their Terms and Conditions. 

Furthermore, during the course of the AGCCS (AskGamblers Casino Complaint Service) process, it has been discovered that the complainant has registered a third account on AskGamblers, while their previous two accounts were banned for utilizing the AGCCS in bad faith. As a result, the player's future access to the AGCCS has been revoked with immediate effect and complaint is being Rejected.