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Complaint about a pending withdrawal of €7,403.75 – zplnmega.com

I am requesting assistance with a withdrawal of €7,403.75 from Zeppelin Casino at https://zplnmega.com.

My withdrawal has remained pending for more than 39 hours. The casino's support team initially provided inconsistent explanations about whether the payment had been sent to the bank. Most recently, support admitted in writing that a technical problem had occurred during the withdrawal processing.

Despite contacting both live chat and the casino's official complaints email address, I have only received generic replies. I have not received a confirmed payment date or proof that the funds have been sent.

I also noticed that Section 8.12 of the casino's Terms and Conditions states that the daily withdrawal limit is €1,000. My withdrawal request for €7,403.75 was accepted, and I would like the casino to explain how this limit applies to my request.

I previously received payments from a company named A TWENTY-TWO INDUSTRY LTD, but the casino has not clearly confirmed its legal operating company or provided clear licence details for this website.

I ask Casino Guru to review my case, contact the casino if possible, and help me obtain a clear explanation and payment of my withdrawal.

I can provide screenshots of the pending withdrawal, the casino's written admission of a technical problem, the relevant Terms and Conditions, and my correspondence with support.

Hello, I understand this is not a complicated situation; money is involved, but you're only getting general responses. I noticed a mention about multiple accounts in the complaint, and I believe it may delay or block the payment. Therefore, it's certainly worth further investigation and hopefully all the associated problems will be cleared out in cooperation with the casino. Please respond to Karla when possible. Thank you.

Hello Radka,

Thank you for looking into my complaint.

I would like to clarify that I have never created or used a duplicate account. I strongly deny the casino's accusation, and they have not provided me with any evidence to support it.

My account was blocked after I cancelled my withdrawal and the balance of almost €10,000 remained in my casino account. I can no longer access my account or withdraw my winnings.

I have contacted the casino repeatedly, but I have received no clear explanation or evidence. I am asking Casino Guru to investigate this matter and help me obtain proof of the alleged duplicate account.

Could you please contact the casino and ask them to explain the reason for blocking my account and what will happen to my remaining balance?

I have already tried contacting the casino and other complaint channels without receiving a meaningful response. I would really appreciate your assistance.

Thank you.

Hello, you are welcome.

I didn't mean to say I'm confident you created any other accounts, of course. I just noticed that the casino thinks so. I just want to clarify one important thing, though. We are not in a position to provide proofs to players, but we always ask the casino to show us their proofs and based on the findings, the assessment is made. Frankly, we cannot share any of that with players, at least in most cases, which may later raise a misunderstanding.

I understand you are worried because you did not do anything wrong; therefore, I would not assume just now. Let's see what the casino can provide when they join the complaint. We use the shared space to mediate between the player and the casino.

Just a possibly weird question: is it possible that someone else who lives in the same house, flat, or shares the address has played at the same casino? We are constantly trying to cover all possibilities; please do not take that as an assumption.

Hello,

I want to make my situation absolutely clear: I am 100% certain that I registered only ONE account at ZeppelinWin.

I have used two different phones, but I have always been the person using them. I have never registered a second account. Nobody else in my household has played at this casino either.

I therefore do not understand why ZeppelinWin is accusing me of having duplicate accounts and has blocked my account.

My account was blocked when I attempted to withdraw my winnings. I believe this accusation is incorrect, and I ask Casino Guru to help establish the facts.

Please ask the casino to provide specific, verifiable evidence that I registered or used another account. I would also like the casino to explain what exactly led to this decision.

I am willing to cooperate with a fair investigation, but I cannot accept losing access to my winnings because of an allegation that I know is untrue.

Thank you for continuing to help me with this complaint.

Hello and thank you. I understand you registered only one account. From another perspective, using different devices may raise concerns, specifically because the casino must be sure you were the one using both. I imagine that for you it's a closed question for casinos; it's usually where the investigation starts. Therefore, the mediators always need to see all information leading the casino to use this specific rule against the player. You know it's not just only about registering more than one account; it goes hand in hand with the certainty that no one else played together with the player for example. For obvious reasons, casinos cannot rely on assurances from the players. It will all be investigated in the complaint. No worries.

Hello Radka,

Thank you for your response.

I would like to clarify an important detail about my complaint.

I had only one registered account with Zeppelin. I used my account on two different phones, but both phones belonged to me. I never registered or used a second account.

I initially requested a withdrawal of €7,403.75. After waiting and experiencing ongoing problems with the withdrawal, I cancelled it and submitted a new withdrawal request. My account balance was then almost €10,000 in winnings.

Shortly after this, Zeppelin blocked my account and accused me of having duplicate accounts. I can no longer log in to my account or access my transaction history.

I find it very concerning that the casino allowed me to deposit money and play, but only raised the alleged duplicate-account issue when I wanted to withdraw my winnings.

The casino has not provided me with any evidence of a second account, and it has told me that its decision is final and cannot be appealed.

Could you please ensure that these circumstances are taken into account during the investigation and ask the casino to provide evidence supporting its accusation?

Thank you for your help.

Hello,

I am following up on my complaint against ZeppelinWin, as I have not received any response for three days.

My account was blocked over an alleged duplicate account, which I strongly deny. I had almost €10,000 in winnings in my account, and I am unable to access my account or withdraw my money.

I urgently need an update on my complaint. Could you please confirm whether it is being reviewed and whether ZeppelinWin has responded to your inquiries?

If you are unable to help with this case, please let me know what further steps I can take.

Thank you.

Hello kkkkooo2100.

I hear you. Ultimately, complaints are about presenting both sides of the issue. Therefore, I urge you kindly to respond to the complaint. It's a pleasure to be in touch on the forum, but the complaint is about investigation and direct cooperation. Could you now please address the complaint? It's your turn and the timer is almost up.

You can access it here 👈

Thank you.