ZAR Casino - Player’s winnings have been cancelled.

Upon registering to play on Zar casino I was given free spins of which I played, I then proceeded to deposit my money into my Zar casino account and continue to play, I chose to play a game called dragon rockets and this said game specifically tells you that you are not allowed to play with the bonus but only with real money but I didn't mind and continued to play the game, I then fortunately won when the game gave me a chance to spin the wheel and I landed on the mega bonus which was R140000, I then spoke to an agent about withdrawing and said agent told me I am welcome to withdraw, upon withdrawal I couldn't because of the bonus they had given me when I deposited which was R235.00, so I asked an agent about it and she told me that I can forfeit that bonus and then continue to withdraw and I will receive my winnings, I did that, but later on realized that my withdrawal was declined and put back into the zar casino account, when I asked why they told me that I have not met the wager and should I meet the wager then they will pay me out my money, I said okay and continued to play and met their wager they required of me, I then continued to withdraw, unfortunately my withdrawal requests all have been declined and they have removed all the money I had, they have basically taken everything and left 0cents in my account, when I inquired about this the agents told me that my account is being handled by the finance team, when I asked them about the balance of my money in my zar casino account that they had taken aswell, they said the finance team is handling it, I can't get a response from them, they refuse to assist me, they have now taken all my money and nobody can help, I have screenshots of everything, including chats with the agents, and my winnings, unfortunately it is not allowing me to upload them here, I have told Zar Casino that I am going to take legal action against them but have not received any response from them, most agents can barely speak English and do not even acknowledge what they are saying, because of their poor quality of knowledge of understanding and explaining. I need Zar Casino to pay the money due to me, they seem like a huge scam online company, when I checked my bank account statements of my deposits to them it all shows me different account numbers for Zar Casino, all of this does not make sense to me, I've been battling to get my money from them, with a refusle to help me in any way.

Dear nbrink55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

Thank you so much for your help.

I have sent you an email with all the relevant information.

I hope you will be able to help.

Kind regards.

Thank you, nbrink55, for all the forwarded screenshots. Could you please forward your cashier and bonus histories too?

Okay I will do so now.

Thank you for all the forwarded screenshots. Could you please confirm that I understood everything correctly?

Firstly, you were given Free Spins. Later you placed a minimum deposit to verify your payment method. Unfortunately, instead of withdrawing your free bonus funds, you continued playing and hit a great win of R140,000. Subsequently, you were advised that in order to withdraw all your winnings you need to forfeit your bonus so you did. Finally, all your winnings were voided.

One last thing please, could you request your entire game history from the casino?

Yes basically all the above is correct.

I will do so right now. And email you the statements.

Thank you very much, nbrink55, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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. 

Hello nbrink55.

I am sorry to hear about your troubles.

I can imagine how you are feeling right now. The sad is that the casino is working without a license - so it would be tough to get justice if the case goes wrong. 

However, it is essential to know the origin of the winning bet. in your case, the bet could be made with your real balance or some rest of the free money balance. Most of the free bonuses have a max win - it is an amount you can keep from the free bonus, and usually, this amount is around $100 or sometimes even less.

It would be very handy in this situation to have your game log. Therefore I would like to invite the casino representative into the case: 

Dear casino representative, could you please explain what happened and why the nbrink55's account was zeroed?

Thank you MateJ for trying to assist with this matter.

I appreciate it.. Let's see though if we would get any response from Zar Casino.

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.

Hello nbrink55.

I am very sorry. All attempts to get some response from the casino failed. Usually, I would recommend contacting the licensing authority in such a situation, but unfortunately, this casino doesn't have a license, so there is no authority on where to go now. All we can do is close this case as unresolved as a warning to other players.

The case will have a significant impact on the casino's reputation.

I am very sorry that we were unable to help you more.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I received this message from the casino:

The player made a first deposit of R137.50 and claimed the welcome bonus ZARWELCOME on 21.09.2022 which has a maximum cash out of 10xDeposit. The wagering on the deposit bonus was not met and on the same day she made a second deposit of R55. The R55 was added to an existing balance gotten from a match bonus which already carries a 10xDeposit condition. We reversed the balance for wagering not met. When the player met the wagering, the withdrawal was processed for an amount of R1,375 (R137.50 x 10) and the remaining balance was forfeited as per our terms and conditions.

Dear casino representative:

The player wrote:

I chose to play a game called dragon rockets and this said game specifically tells you that you are not allowed to play with the bonus but only with real money but I didn't mind and continued to play the game, I then fortunately won when the game gave me a chance to spin the wheel and I landed on the mega bonus which was R140000

Could you please provide me with a player's game log? (matej@casino.guru)

Hi,

Please see the player's game log below.

You can see that the player still had balance and did not meet the wagering when made a second deposit

Please let me know if you have any questions.

Thanks.

Lea

Dear Zar Casino representative.

Unfortunately, I could not try the game Dragon Rockets - so could you please explain to me if there is some bonus feature? Could you provide me with a detailed log from this game only?

Could you please also explain the bonus mechanics? When the account has a real money balance and bonus balance which money is taken first? Did nbrink55 win from bonus money or real money?

Before, nbrink55 wrote that the game was possible to play only with real money; however, from the game log, it is clear that before he made a deposit, he played it. Why was it possible?

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.

Hi Matej,

The game Dragon Rocket is a Multipot game where the jackpot is triggered upon the player collecting 3 or 4 of the Multipot Feature as shown in the diagram below where the player can win one out of the 4 progressive jackpots.

When you claim a bonus, the real money is used up first and then the bonus money. Because this is a multipot game which can be played only using real money, the player could play on it with the real money part only. But, initially the player claimed a deposit bonus hence the 10x withdrawal rule applies as per our terms and conditions. Please see below:

Thank you.

Kind regards,

Lea

Dear nbrink55,

I am very sorry, but after checking all the evidence, we believe the casino has right.

You played the game with an active bonus, so the bonus terms and conditions were applied.

I am sorry for the negative outcome.

Dear nbrink55,

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.

I am very sorry nbrink55, but we must reject your complaint. 

As I explained above, the casino acted correctly in this case.