Zangabet Casino - Player's winnings are withheld due to wagering requirements.

been using this site over the past month and have successfully won and withdrawn money after completing verification. I never accept bonuses due to the wagering requirements. However, on two occasions, a £10 bonus was automatically applied to £10 deposits without my knowledge or consent.

As a result, I was given a wagering requirement that I was not aware of. Since then, I have made further deposits of £10 and £20, neither of which had any bonus attached, and I have won additional money through playing slots.

When attempting to withdraw my winnings, I have been informed that I still have an outstanding wagering requirement of £1,020.02. Despite continued play, this amount has not decreased at all.

From my understanding, any wagering requirement should be cleared once the deposit and associated bonus funds have been fully used. Additionally, the site’s terms state that a minimum deposit of £20 is required to qualify for a bonus, yet both bonuses were applied to £10 deposits.

I have contacted the company multiple times but have received little to no response. The last communication I received simply stated that the wagering requirement was linked to two deposits, without addressing my concerns. The lack of communication is extremely frustrating.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zangabet Casino. Our understanding of the bonus wagering requirement is the same in this particular situation. Small bonus balances remaining from before the relevant gameplay took place shouldn't be used as an excuse to require wagering, or considering winnings as bonus money.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to the records detailing when your deposits took place? Would you be able to share screenshots?
• Do you have access to the records detailing when the casino bonuses were active? Would you be able to share screenshots?
• Could you please share with me your attempts at communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have emailed the information across. Thank u

Did you receive my email?

Thanks for your reply and the information provided via email.

Are you able to access the 'free spins' section of your account? Is there any relevant information regarding the previous bonuses you received at that time? https://zangabet.com/en/dashboard/free-spins

Please share any relevant information with me, if available.

Looking forward to your reply.

This is the only information I can get on the free spins. This changes daily as they add free spins and they expire. I don’t use them. I have continued to email about the wager requirement and I am not getting any reply’s now

There is no information regarding any bonuses I have via email or on my account. I get weekly auto emails stating about free spins been added

Thanks for your reply and the information provided via email.

I suggest you request the game history from that day from the casino in Excel format. These records should show your bets and the evolution of your balance, and whether the wagering requirement was applicable.

Kindly contact the support and forward it to me for review. If the casino refuses to provide these records, please save your communication and forward it to me instead. My email is tomas@casino.guru

Thanks in advance for your cooperation.

They do not reply to half most my emails but I will try. There is no history of any free spins I have been granted or any history of game play. This is what is on my free spins at the moment but no information about it. I have played again on the money in my account. (Over £300) and still the wagering amount is the same. It only tells me my wager amount when I try to withdraw. There is not other way to see a wager requirement attached to my account just a pop up when trying to with draw

I have sent a email with a reply. Iv tried to log in and now I get this message

Dear Staceyz21,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Staceyz21,

My name is Michal, and I’ve taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Zangabet Casino to join the conversation.

Dear Zangabet Casino,

Could you please clarify why bonuses were added or activated on the player’s account despite the player allegedly not actively requesting or claiming them?

The player has stated that they generally do not participate in bonus offers and believed they were playing exclusively with their deposited real-money funds. In this context, the circumstances surrounding the activation of the bonuses reasonably raise questions that require further clarification.

To allow for an independent review of the matter, I kindly ask you to provide the player’s full game log, including detailed deposit, bonus, and balance history. This information should help establish when and which bonuses were activated, as well as whether their activation was in any way actively initiated or accepted by the player.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for a independent review.

Thank in advance.

I am also left confused why the wagering amount does not decrease when playing? I have continued to play and yet the wagering amount stays the same. I have played many different slots which should have decreased the wagering amount. My game play with show I have played over £1000 wager requirement

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Staceyz21,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Zangabet Casino has not engaged or responded within our own dispute resolution process as an alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. For future reference, I would recommend reviewing a casino’s rating and player feedback before registering, and choosing reputable operators with strong ratings whenever possible. This can help reduce the likelihood of encountering similar unpleasant situations.

Best regards,

Michal

Casino Guru