ZenCasino - Casino refused to pay 6600 euro to my bank

RESOLVIDA

Informação da reclamação

Cassino em disputa

ZenCasino

Valor

€ 6600

Postado em 26 de janeiro de 2023

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,

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.

Can AG ask them for an explanation ?

AskGamblers
Postado em 30 de janeiro de 2023

Dear ZenCasino,

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

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Postado em 30 de janeiro de 2023

Dear all,

Player has made few deposits, withdrew winnings of 6000 euro in October 2022 via Neteller account and left balance just over 600 euro. Next month player tried to withdraw funds to the bank account, payment has been rejected.

According to Zencasino T&C:
8.13.3. Funds must be withdrawn with the same method used for depositing.

Player mentioned tax regulation as reason of closing Neteller account. We offered to reopen it, or open the new Neteller account or Skrill account as its one financial group.
Player used electronic wallet for depositing, withdrawing to bank account is against of AML Policy.

Moreover we do not support attempts to avoid of tax regulation of local jurisdiction, please find in T&C:
4.6. You are fully responsible for any applicable taxes and fees resulting from proceeds gained from the use of the Website. If winnings are taxable in your jurisdiction, you are required to keep track and report the winnings to the appropriate authorities.

We are not trying to hold winnings, we are just asking player to follow regulations of Zencasino, payment services provider and/or local jurisdiction.

On the grounds of mentioned kindly ask the Askgambler's Team to reject this complaint.

Best wishes,
ZenCasino

Postado em 30 de janeiro de 2023

Dear All,

Please find screenshots from Zencasino BO as proof of 6000 euro settlement to Neteller account.
Thank you!

Best wishes,
ZenCasino

Postado em 30 de janeiro de 2023

So yes. How about giving me an option to pay to bank. My ewallets are closed. I can't re-open them.

This way you can prevent every client from getting their money.

Which is not fair to players.

Awaiting your answer.

Postado em 2 de fevereiro de 2023

Dear All,

We insist to keep regulations further and advise to open e-wallet in the same Financial group, as player already withdrew 6000 euro. We have experience with players who used more than one Skrill account or Neteller account.
We do not support attempts to avoid any regulation of tax or fees or to breach AML Policy. We have to take care for our reputation to provide best services of payment providers. Otherwise it can affect financial procedures of other players.

Best wishes,
ZenCasino

Postado em 3 de fevereiro de 2023

I tried it this what they sent me.

Please I can't open a account tell me another solution.

AskGamblers
Postado em 7 de fevereiro de 2023

Dear ZenCasino,

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

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Postado em 8 de fevereiro de 2023

Dear All,

Apologise for delay response. We have contacted our MLRO about this situation. In order to consider switching another payment method kindly ask player to provide details of rejection of Skrill and Neteller account opening (screenshots with details). This information is necessary in case if Regulator will request grounds of such action.

Best wishes,
ZenCasino

AskGamblers
Postado em 10 de fevereiro de 2023

Dear @JonnyJackpotNo1,

The AskGamblers Complaint Team is kindly asking you to assist the ZenCasino team further and send the required screenshots.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Postado em 11 de fevereiro de 2023

Sorry i will provide

ZenCasino Reclamações

  • 7 de 7 resolvida
  • há 1 dia resposta méd.
  • há 1 semana vida útil méd. da reclamação
  • 4,368 USD valor médio

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