Zinkra Casino - Pelaajan voitot on takavarikoitu.

Hello, i have been client of the casino from months. I have always played only blackjack at the Evolution tables. I have never had a problem with deposits and withdrawals until one day the casino accused me of winning unfairly and confiscated my winnings. This seems quite unfair to me.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did the casino confiscate your winnings?

Could you please forward me the email you received from the casino regarding the confiscation at veronika.f@casino.guru?

Have you passed the full KYC verification?

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

Best regards

Veronika

They confisicated my money end of July.

Yes, i complete KYC verification i had a lot of withdrawals.

I will send you the email from them.

Dear ivanivanovv885523,

Thank you for your cooperation and for providing all the necessary information. Your complaint will now be transferred to your dedicated resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from this point onward. No action is required from you at this stage, and your resolver will reach out through this thread if any additional information is needed. I wish you the best of luck and hope that your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ivanivanovv885523,

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

We 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 directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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 ivanivanovv885523,

Unfortunately, I have not yet received a reply from the Zinkra Casino team. I will attempt to contact them through other channels, and I remain hopeful for a response. So far, there are no outstanding complaints, and I trust we can also address/clarify your situation. Our goal is to resolve every complaint whenever possible, so I will extend the timeline by an additional 5 days to facilitate the resolution of this case.

I look forward to sharing some positive news soon. Thank you for your understanding during this time.

Hello everyone,

Thank you for contacting us and we are sorry for the late feedback.

Please give us some time so we can investigate the matter with our team and we will get back to you as soon as possible.

Best,

Zinkra Casino

Hello everyone,

Thanks for your patience.

Our CS team has reverted back with the following update:

We reviewed the player’s blackjack activity after noticing some unusual gameplay patterns. After checking with the game provider, they confirmed that the player appeared to be using a technique known as "Wonging."

Wonging is a well-known blackjack strategy that lets players join the game only when the table count is most favorable.

Because this strategy was used, we were unable to approve the withdrawal and we reversed the winnings, leaving the original deposit of €300 on the account.

The player requested to withdraw this deposit on 28.07.2025, and we processed it the very same day. After completing the withdrawal, the account was closed.

Let us know if you have any questions.

Best,

Zinkra Casino

Dear Zinkra Casino,

Thank you for your reply and the clarification. I would appreciate it if you could share any evidence that supports the aforementioned 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 Zinkra Casino Team,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your response.

Dear ivanivanovv885523,

Could you kindly confirm whether you have participated in any of the activities referenced by the casino team? Additionally, could you specify the devices you used for playing in the casino and the locations from which you played? Furthermore, please indicate if you played without any assistance from software that could potentially aid your gameplay.

I played from my laptop from Bulgaria. I don't use any strategies or assistance from software.

Thank you for your emails with the information and evidence, Zinkra Casino Team.

Dear ivanivanovv885523,

Upon examining all the information and evidence I have received from the casino team, including your game log, it is clear that your specific patterns of play significantly deviate from standard recreational behaviour. In fact, they correspond with strategies or behaviour – Wonging – that are considered unacceptable in the vast majority, if not in all online casinos, and as you have been informed by the casino team.

As an independent party, we have thoroughly reviewed all the information and evidence provided. Based on our assessment, the casino team’s actions were consistent with its established rules, which you agreed to upon creating your account.

Accordingly, we will now proceed to close this case as Unjustified, as a violation of the casino’s rules has been confirmed. I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future.

Best regards,

Michal

Casino Guru