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

RECHAZADAS
Información sobre las quejas
Casino en conflicto ZenCasino
Motivo Pago rechazado
Cantidad € 800
Publicado el 25 de marzo de 2019

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.

Publicado el 25 de marzo de 2019

Dear AskGamblers Complaints Team,

We received complaint on your site and we’d like to give explanations on this case:
Client made bets on sport events and our security department suspected fraud activity in second and third leagues betting. After investigation our security department made decision to close account of this client on the basis of our T&C.
All client’s sport bets (winnings and losses) were canceled from the moment of account registration.
All deposits that client made from the moment of account registration were returned to client.

We consider this complaint as unjustified and ask you to close it.

Best regards,
ZenCasino

AskGamblers
Publicado el 25 de marzo de 2019

Dear @spyrosc2,

Please let us know if your issue is sport betting related. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected and it will be closed accordingly.

Thank you for your cooperation.

Publicado el 25 de marzo de 2019

Dear Askgamblers,

My bets were normal bets on more than 20+ different sport games events on 2nd and 3rd tier games.

Zencasino obviously considers anyone who bet on 2nd and 3rd tier games as fraudsters which is nonsense. I did nothing wrong at all!.

Zencasino can provide a list of my bets and you can see that there was nothing irregular with those bets, no match fixing etc. Also all other casinos paid same bets fine, except Zencasino!

Zencasino voided profit came from 20+ different sport games events without any proof. They simply said ''suspected fraud activity in second and third leagues betting'' and that's all.

Zencasino simply confiscated my funds and don't want to pay!

AskGamblers
Publicado el 26 de marzo de 2019

Based on the complainant post above, it became clear that this case is referring to Sports Betting and has nothing to do with casino related matters.

As per the AskGamblers Casino Complaints Service Guidelines https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines we are dealing only with casino related complaints and therefore, this case is being rejected. Further assistance on this matter could be requested from the relevant regulatory body.


AskGamblers
Publicado en 29 de noviembre de 2020

Based on the complainant post above, it became clear that this case is referring to Sports Betting and has nothing to do with casino related matters.

As per the AskGamblers Casino Complaints Service Guidelines https://www.askgamblers.com/complaint-guidelines we are dealing only with casino related complaints and therefore, this case is being rejected. Further assistance on this matter could be requested from the relevant regulatory body.