ZAR Casino - The player's balance was converted into bonus money.

I first cashed out R300 because I knew the bonus regulations were I can only cash out R250. After that I canceled the bonus, then put mu own money in and used my loyalty points to get to the value of R900. Infact it was more, however I reversed R200.

Then the ignorant staff wsnt to try and tell me it fell under the same bonus when I actually asked the live support what would happen if I CANCEL THE BONUS. So I know I did.

Zar casino you owe me money. I want what is owed to me

Dear LaraGreen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with ZAR Casino.

Allow me to ask you a few more question before we would move forward.

Is your full balance now shown as bonus money? What did the casino respond when you contacted them with this issue? Were you playing since you reversed your withdrawal?

Looking forward to hearing from you.

Best regards,

Nick

Honey thank you for your response however nobody is understanding what I am saying I am getting very frustrated as I have used all my loyalty points with zar ,,, obviously I have gone and put money into my account I have used bonuses obviously within this case I asked for the 300 first because you could only get 250 then I forfeited that bonus and I carried on with the rest of my gambling in to my account that I put in an additional I want an additional I think it was 1250 i then asked for it to be reversed into my accoung re only needed to the 900 to be back into my account or actually I'll ask you withdraw it in which was the withdrawal request so I don't have that in bonus money nor do I have that in my account so I need somebody To check on this as Megan was probably the most unhelpful human being and I saw in other comments that she has also rubbed people up the wrong way in other cases I know that o saw a few complaints this is not the 1st time so this needs to be resolved either you put it back into my account that I will withdraw it again or this but or something but it has to be my account or reusable either way fix this please Nick because I have absolutely had it now Should I have not asked where my money is was anybody going to say absolutely anything that is my question I do not want anybody using the zar casino going forward I am revolted by the service I received today you are the only one that has actually lost me and tried to understand my case where Megan didn't even bother it was quick to just tell me sorry because it's a little maybe a keyboard Warrior Sorry that you are getting my anger but you know money is money and things are tough at the moment and dealing with people's attitudes like Megan's I'm not OK with it this is my money fair and square so please resolve this this

this not directed at you kindly understand that

Please don't put that it was converted into bonus money. This is certainly NOT RESOLVED

Hello LaraGreen,

Just to assure you, we are not the casino nor related to it in any way - we do reviews and helping players with their complaints. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Sorry nick. I didn't know that. My apologies.

Hello, LaraGreen,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ZAR Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ZAR Casino Team,

Could you please look at the player's account and review the issue? Can you explain what happened and provide us with an explanation? Why were the player's funds/winnings deducted from the account?

Thank you in advance for providing the information.

please let this be MORE proof that I did infact forfeit my bonus before I put in more money.

This is the money that was my first time withdrawing.

S

Zar casino. Where are u? Where is my money? Gone rather quiet.

Hello????? Where is a response????

I cannot believe this.

Im Still waiting for my money

We would like to ask ZAR 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 will have a negative impact on the casino's rating.

Hello Lara,

I hope you are doing well.

Thank you for reaching out to us.

I can see you have played with consecutive back to back bonuses. The system will automatically forfeit all the withdrawal request. There should always be a deposit in between every deposit and free bonus. As a one time exception, we paid you the R250 as being a loyal player. Please refer to our terms and conditions before proceeding.

Thank you.

Regards,

Zar Casino Support

I was depositing between them them thank you very much!

I'm still waiting for my R900 you guys owe me.

Dear ZAR Casino Team,

Can you please provide us with data supporting your claims above? We would like to see a transaction history where it is clear those bonuses were claimed consecutively and without making a deposit between them. It is necessary to see also the player's ID or other identification that proves the data belongs to this player.

It is possible to share the data by sending them directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru). Please note that all sensitive data are marked accordingly and are not visible to the public.

However, if the player was provided with the bonuses in a way it breaches the casino's terms and conditions, it should be enforced by the system before the player uses it for making wins. The player should not be allowed to claim these bonuses, otherwise, the casino should pay the player the whole amount. It does not make sense (within the fair gambling) to let the players do something that is forbidden and later penalize them for using it.

Thank you very much for your response

You took the words right out of my mouth.

I can't wait to hear their response.

I've been chatting around, apparently this is what this casino does. Pretty much fraud if you ask me.

Greetings all,

Thank you, ZAR Casino Team, for providing the data and explanation.

Dear LaraGreen,

I see your last deposit of R65 (used with bonus code) was made on the 11th of March and it was lost by playing in the casino. Since then, you have played in the casino with free money (games or bonuses for free).

Can you please confirm that you collected your disputed winnings only with free bonus money without making a deposit(s)? Can you also confirm you were credited with the mentioned R250?

I got rhe R250.

However once I knew I had won my R250. I cashed out because I knew it would be a waist.

I further more, put money in again.

Completely separate to that.

I am not sure if I understand your last post correctly. Maybe there is a language barrier.

I will try to explain to you the situation and what I see in the data provided by the casino's representative.

Your account transaction history shows that your last deposit (with bonus) was made on the 11th of March and it was gambled away. Then I can see only free bonuses used without making any new deposit. It means your R250 (or anything over R250) was won from free bonus money/games. Currently, from our point of view, you were not entitled even for those R250. It looks like it was only the goodwill of the casino that they paid them to you because the casino did not have to do it at all.

So, dear LaraGreen, could I consider this issue resolved, please?

No sorry.

I canceled the bonus and withdrew the 250.

I then did not have any money, I then used my loyalty bonuses, so please enlighten me on why I'm not "entitled?"

I then won R1250, and it said AVAILABLE, it was not saying it was only bonus money.

I asked to withdraw the R1250 and then I later decided to reverse and play more.

I then got to 900 and asked to withdraw.

Let me please explain it to you one more time. I will stick to the transaction history of your casino account provided by the casino.

Your last deposit was made on the 11th of March 2022 (with a bonus). It was lost by playing.

Later, although you were able to meet the wagering requirements for another bonus, this bonus was given to you by the casino without making any deposit in the meantime, and the casino's rules for bonuses are clear in this matter.

It means that your winnings were obtained only from one of the free money bonuses you were given. I see you used 4 other bonuses before you met the wagering requirements for one of the bonuses and request a withdrawal. This withdrawal was made with your winnings that were obtained with a bonus, without making a deposit earlier. Therefore, you were not entitled to the winnings you won from this bonus (free money - Bonus Game). The casino acted within its terms and conditions for its bonus offers and it was in its goodwill it paid you R250. We are talking about free bonus money, not real money.

After reviewing all available information and data and the fact you have already received R250, we consider this complaint resolved.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, ZAR Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru