ZAR Casino - Player’s winnings have been voided.

I played with R350 welcome bonus and before it I played with two other welcome bonuses and lost from them. Then on the third bonus of R350 I met the wagering amount of R17000. Then I won R3, 200 from it. I then made a deposit and I won again from it. I won R400 and withdraw it then I played again and won R170 again. I won R400 and R170 from the deposit of R55 that I made. I also won R3, 200 from the R350 welcome bonus. I made a withdrawal of R3,500 but now the casino refuse to pay me all my winnings. They say I forfeited all my winnings even the one that I won from the deposit. They say I claimed for many bonuses. Is better for them to pay me the money I won from the deposit. And keep my winnings from the deposit. I also didn't know that the bonus will cost me my winnings. Even my deposit winnings. My registered email on the casino is n***a@gmail.com

Dear Kate,

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 your problem, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru? Please advise if you activated bonuses in your account personally or had to contact the live chat or customer support.

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

Hi

Thank you for a reply. I activated the bonuses personally. I didn't know about how their bonuses work. I tried talking to them but they don't want to help me. All I was asking was the money I won from the deposit not the bonus. I don't understand why I also have to forfeit the winnings from my deposit. If I knew that their bonuses will cost me my winnings. I shouldn't have activated them. I regret myself for taking them. I will try to send that cashier bonuses and our email communications too. I hope you will help me. Thank you

Thank you very much, Kate, for your reply. I will be waiting for your email patiently.

Hi

I closed my casino account

Once again, I’m sorry to hear about your negative experience. Since you have closed your account, I’m afraid, there is not much we can do for you. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Dear Kate,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.