ZenCasino Review

The player from Australia had reported an issue with Zen Casino's live blackjack game where his winning side bets were not paid out. He had also experienced a problem with the game mechanics, specifically a double-down action not being processed, which resulted in a lost hand. The player had expressed dissatisfaction with the casino's response, which suggested he avoid games from the provider if unhappy. The casino then ended the conversation. Despite our team's attempts to gather more evidence and extend the complaint's processing time, the player did not respond, leading to the complaint's rejection. The issue remained unresolved.

The player from Rhineland-Palatinate submitted a withdrawal request less than two weeks prior to contacting us. He was informed that the game provider of the slot game he won a substantial amount in had been conducting additional checks to verify the validity of the win. The player was concerned that the win would be void, but it wasn't too long before the checks were successfully finalized. The complaint was closed as 'Resolved' after the player confirmed receipt of all of the winnings.

The player said that he had requested a self-exclusion at the Zen Casino in October 2020 due to his gambling issues. Almost a year later, he managed to log in to his account and deposit 300 EUR. The player contacted live chat and found out that the casino hadn't excluded him because he failed to confirm it via emails. The player claimed that the self-exclusion option was available in his account and accused the casino of changing their responsible gambling policy after getting related complaints.