Zinkra Casino - Player’s winnings are confiscated unjustly.

Dear Casino Guru,

I am writing to submit a formal complaint regarding Zinkra Casino and the unjust confiscation of my winnings, despite my full compliance with their bonus terms.

On November 27th, 2025, I made my first deposits at Zinkra Casino after seeing their attractive welcome offer. I played through the bonus rounds in full accordance with their promotional terms and conditions. After completing the wagering requirements through extended gameplay, I ended up with two winnings:

€586.60 on November 27th

€1103.60 on November 28th

In total, I won €1690.20.

The casino then requested verification, which I completed promptly. Following this, I was repeatedly told via support that the payment was being processed and I simply needed to wait. This went on for nearly a month.

Then, on December 28th, 2025, I suddenly received an email from the casino stating that they had decided to confiscate all my winnings on the basis that I had played in a "manipulative manner." No explanation or specific reasoning was given as to what exactly this meant. Only my original deposits (around €200) were refunded.

Despite this, I continue to receive marketing emails from Zinkra, the latest one as recently as today, encouraging me to take part in their promotions.

How can a casino promote its campaigns to players, then confiscate winnings without proper justification when a player wins, all while still encouraging them to deposit again? I find this behavior extremely dishonest and misleading. It is also highly unlikely the casino would have refunded my deposit had I lost instead of won.

This kind of conduct is, in my opinion, unacceptable and borders on predatory behavior. I sincerely hope this complaint will bring attention to the issue and help warn other players about the risks of playing at this casino.

Of course, the best outcome would be for Zinkra Casino to take responsibility and pay out the winnings that are rightfully mine. I truly hope Casino Guru can offer support in this matter.

Thank you in advance for your time and assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zinkra Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly that after you wagered the deposit bonus, you continued to play and won more on the second day? Was there no deposit made in between?

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

Hello,

I made the deposit on 27th and 28th of November and thats when I played at the casino.

Its been a while since I played there but I yhink I played La fiesta of Relax Gaming. So, slots.

I wagered the bonus and made withdrawal request. But then casino already sent email of the next welcome bonus and it was possible to play it with the first withdrawal still being pending. I hope this helps.

Dear Hesuristu,

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 Hesuristu,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Zinkra Casino to join the conversation.

Dear Zinkra Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

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 Hesuristu,

I hope this message finds you well. I wanted to inform you that I have been given a new contact who may assist us in clarifying your situation. To facilitate this process, I will extend the timer by an additional 7 days, rather than leaving your case unresolved. I sincerely hope we will witness some progress soon.

Dear Hesuristu,

Just to provide you with a quick update. I have received information from the casino that somehow does not align with your statement. You mentioned, "On November 27th, 2025, I made my first deposits at Zinkra Casino after seeing their attractive welcome offer."

It was discovered that you claimed or received 3 bonuses in total, including one cashback bonus, and not just one bonus as it was somehow implied in your response. Additionally, it seems you concentrated on playing one particular game, a higher volatility game, which can be considered, from the operator's point of view, a "manipulative strategy", as specified in the casino rules you were informed of.

Alongside other aspects, the casino team mentioned "consistent betting style, focus on a single game, and volatility‑tuned behaviour".

Can you please respond to this?

This being said, at Casino Guru, we do not assess cases solely based on a strict interpretation of the rules. We also take into account principles of fairness, transparency, and reasonable casino practices.

If a bonus is freely available in a player’s account and can be claimed without bypassing any visible restrictions, then—provided no other rules are violated—any winnings generated with that bonus should generally be honoured. We follow this same principle when it comes to the games as well. If a game is freely available to the players without them bypassing any visible restrictions (this principle does not apply in cases when a bonus was clearly displayed to be played in specific games only or other specifically detailed restrictions attached to a certain bonus), then—provided no other rules are violated—any winnings generated in such a game should be honoured.

I have requested additional information and evidence from the casino to better assess the course of events and the entire situation and am awaiting their reply.

I look forward to your response as well.

Dear Hesuristu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello and thank you for your response,

I had to carefully review my transaction history and email records to get a clear understanding of the timeline, as it is understandably difficult to recall all details accurately after such a long delay. As you know, the casino delayed this process for months before ultimately informing me of their decision.

It turns out I initially remembered part of the situation incorrectly. I had indeed already played the welcome bonus a few weeks prior. After that, the casino sent me several reload bonus offers via email, which were even more attractive. These are the bonuses from which I eventually won.

I first had one win, and afterward they sent another bonus offer via email. This new offer was not blocked in any way by the existing pending withdrawal. I cannot state this with absolute certainty, but I may even have contacted live chat to confirm that it was allowed to play another bonus while having a pending withdrawal, just to ensure I was not violating any rules. However, I cannot claim this as a fact since I do not fully remember. The casino should have access to the chat logs if they are willing to review them.

The important point is that these were two separate bonuses. The cashback was also credited separately, and I even received an email confirming it. I did win from the cashback as well, but that was also confiscated. I decided not to include it here to keep the matter focused.

Regarding the games played, during these bonus periods I mainly played a game called 9K Yeti, which I enjoy. In earlier gameplay I had also played Wild Chapo (although I do not believe it was during the wagering of these specific bonuses). I logged into my account to verify the games played. Neither of these games are prohibited under the current bonus terms, and they were not listed as restricted games at the time either.

This raises an important question: is it now expected that a player must change games repeatedly during bonus wagering to avoid the casino claiming that consistent gameplay is a "tactic"? And if a player does change games, could that then also be labeled a tactic? This interpretation is unreasonable and not supported by any clearly written bonus terms.

The casino continues to send me marketing emails on an almost weekly basis. In fact, just yesterday I received a 200% bonus offer via email. I do not believe it is fair practice for a casino to aggressively promote bonuses and encourage deposits, only to confiscate winnings later based on vague or loosely interpreted rules — especially when none of the clearly written bonus terms have been breached.

It is also worth noting that if I had lost, I am confident the casino would not have refunded my losses. This creates a situation where the casino effectively picks and chooses outcomes that benefit them. I believe other players should at least be made aware of this behavior to avoid encountering similar issues with this operator.

I sent you via email the emails of the offers mentioned in the message as well as the printed copy of the Bonus Terms and screenshots from the gaming history at the casino.

Dear Hesuristu,

Thank you for your response. I will continue pursuing your case with the casino team.

Dear Zinkra Casino,

I look forward to your response and remain hopeful for a positive resolution to this matter.

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.