ZenCasino

Really good casino but not paying money

€2,000

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 Funds must be withdrawn with the same method used for depositing.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

€1,200

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

€6,600

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

$9,200

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

€10,000

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.

Rejected

€40,000

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.

Rejected

€800

ZenCasino Complaint Stats

Resolved 9 / 9

Avg. Amount $3,478

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player rating

8.1/10 ● 144 reviews

Top reviews from our players

EliteWager11

8/10

The high-roller tables are excellent, especially for blackjack and roulette. The betting limits are perfect for serious players, and the dealers are very professional.

The VIP perks could be better. I expected more exclusive rewards for the amount I wager, but the benefits don’t feel that different from regular promotions.

Leaf

10/10

I really enjoy playing on their platform because it's user-friendly and easy to navigate. They have a wide selection of games that cater to different preferences, whether you like slots, table games, or live dealer options.

Syntax

9/10

Above average- good bonus offers available but don’t expect to win lots!!! Good casino to pass the time but with high wagering it’s not worth depositing to get another bonus by the time you’ve paid it back you are likely to have nothing left.

trotcarl

8/10

This is a reliable online casino that has fast withdrawals and a good set of payment methods. I am impressed with the games being given here, including ones from the top providers. The bonuses are quite generous, as there are deposit match bonuses, free spins, and provider-specific perks!

I gave it a high score, but I do have some misgivings about this one. I do not like the lower withdrawal limit, which kinda hurts my desire to gamble all the time. Customer support should be available to those who haven't registered, so they can contact them about potential pitfalls, so people won't get surprised.

hoff1985

10/10

It does not get better than this. Managed a 4k withdrawal after my second deposit (with a deposit bonus of 100%). I pre-verified my account before. Money was paid to my Bitcoin Wallet within roughly 1 hour.

Bettercallsi

1/10

Not much really. A lot of the games dont work and the withdrawals are not fast as stated here. They first allow you to withdraw to your card then they say withdrawal by card not available and ask for IBAN. When you do put your IBAN and ask for the withdrawal again, you get an email saying money on the way but when you look at the transactions on the website the withdrawal is still pending.

kaboom

9/10

Usually not a guy that leaves reviews, but quite pleased with how ZenCasino handled my payment issue. It was delayed and upon contacting support, they were super proactive about resolving it. Quite rare for this industry, so worth sharing.

Dear Player, Thank you for kind words, we appreciate your opinion. Doing all the best and hoping you will enjoy our casino further. Best wishes,

ZenCasino 1 year ago

thefoxx

1/10

At the moment nothing. I find no-dep offers for registration are always a good first test. Is the offer actually provided? Does the site work and do the games run smoothly? What are the bonus terms and conditions and how does the casino behave when it comes to withdrawals? Zencasino failed the test because they lured new customers with offers they were not willing to give.

The first impression was not a good one. they offer registration spins via AskGamblers. But when I contacted live support because there was no field to enter the bonus code, I was informed that there would be no no-deposit offer because "all codes were already used up". But of course, they offer deposit bonuses. What is this? If a casino already acts like this because of a few no-deposit spins (with a maximum of 20 euros), does it seriously believe that one would trustful deposit there?

Dear Player, We would like to note that last bonus code with no-deposit free spins was active for the Xmas, only December 25. We do not offer free spins for registration since 2019. We are not responsible for unofficially posted information at sources who is not our Affiliate. We apologise for disappointment caused. Best Wishes, ZenCasino

ZenCasino 2 years ago

federicokingsy

10/10

I like this casino for their honesty and openness towards the players. They are constantly adding different slots and expanding other directions. there has not been a single problem during the use of this casino.

Gustierga