ZAR Casino - Player’s account has been blocked.

I have open an acc. My cousin helped me with it. She deposit and play at this casino. On Thursday i was lucky. I played and won a jacpot. Was very happy went to my cousin house she help me played the wagering off. After the wigering was off there was over R5700 left. I cash out R5000. Sunday i wanted to deposit and play again i found my acc is block. I jave tried to communicate with Zar no avail. Plz help. Nownthey ignore me. My cousin tried to help but they dont want to help.

Dear Martie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please explain what you meant by "she help me played the wagering off".

Do you and your cousin share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you, or your cousin, activated any promotional offers when depositing funds? Was your account fully verified previously?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Helo. No to all our questions. We live about 2km away from each other. We were together when she won the amount. "She help with playing off the wagering" she show her and explain how to complete the wagering.

Thank you very much, Martie, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I just wantnto know why has it been dificult to keep your side of an agreement. I have kept mine. This is the first time i have attempt to play online and im not happy with this. I thought it was my lucky day and then its a nightmare. Im a pensioner. And still willing to try my luck.

Hello Martie,

I looked at your complaint and will do my best to help you. I would like to invite ZAR Casino into this conversation. Casino, can you please specify why did you block the player’s account?

I might not be so clever with the internet and all that stuff so i ask for help if i dont understand something.My cousin play at Zar casino so there was no other choice to ask her for help and explaining everything to me. Now the casino want to punish me for asking help feom family member. I dont understand their terms and Conditions that well thats why ak for help. My cousin explain everything in Afrikaans.

Hello Martie,

I hope you are doing well. I just had a look at your account, I can see your account was blocked due to security reason, as your password was shared among 2 other people, and the system will automatically blocked your account.

Regarding the withdrawal request you made, it was declined as the winnings came from consecutive bonuses, as per our terms and conditions, winnings from consecutive bonuses will be forfeited, as you have to make a deposit in between to be able to withdraw. You also have to make a first deposit to be able to withdraw or else the system will not allow you.

Thank you for your comprehension.

Best regards,

Jonas

How much do i neednto deposit?

That was also my problem.Because Sunday i wanted to deposit and i was lock out.how do i deposit if i dont have access to my acc

Hello Martie,

I hope you are well. You cannot access your account at the moment, as other parties have your password, as a result of this, the system will lock you out. Make sure you change your password and come to the live chat and request for unlock it.

At this stage you cannot withdraw the money as you have already claimed back to back bonuses. You can only log in again, make a first deposit and play. Only if you win this time you will be able to cash out. Please be aware that there is always a max cash out on every bonuses you take.

Thank you.

Jonas

Dear Martie,

try to change your password and let me know if everything is all right, please.

Ok. I lost my email for a few days. Im on it now

Helo i have just now grt my acc back. When ask about my R5000 that was won fairly. They said i have not win it and i can depost to play. So they are going back on their word again.

When ask to speak to Jonas or Megan they are not availible. They refusr to assist in let me speak to another manager.

Dear Martie,

I'm afraid we can't help you more and at this point, we consider your case as resolved. Your account is opened again and if you want to withdraw some money you need to make a deposit and win something. I'll set the timer for 7 days in case you want to add something, otherwise, I'll close your complaint as resolved.

Thank you for understanding.

Send your direct email adr

viliam.v@casino.guru

I have emailed them yesterday. I dont get my R5000 witch i won fairly vecause i claimed bonuses. So the conclusion i got is.

If you play bonus. And you play the wagering and there is still money left after that you can still nit withdraw.

I will most definitely tell this to everyone i meet and show them my proof. My family members and friend who has a acc with Zar will also not deposit or play in theur casino again i will also put everything in my FB and Twitter so everyone can see what is the storie.

Dear Martie,

Thank you for using the Casino Guru complaint resolution center. As I mentioned before, I'll now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru