The player from Canada had entered a series of tournaments in an online casino and discovered that winnings were credited to "cindyelliott," an alias derived from her older email. She claimed to be Cynthia Y**** and had been asked for extra verification, including a selfie with her ID. The player also noted changes in the amount of winnings attributed to the alias, with the total reduced and the number of free spins increased. However, we had concluded that the winnings displayed in real-time were general information on the website and were never linked or credited to the player's account. Therefore, the complaint had been rejected as those winnings were not rightfully hers.
Zaza Casino - Player's tournament winnings credited to incorrect alias.
Amount: Can$6,725
Zaza Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.4
Zaza Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Dear cindygallinger,
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.
- Can you please inform me of the email address you used to register your casino account?
- Additionally, what is your login alias in this casino?
If there’s any relevant communication, please forward it 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
Public
Public
11 months ago
Kindly comprehend that we cannot challenge the casino merely based on the similarity between an alias and the name associated with your email address. If the winnings do not reflect in your casino account, there is nothing to contest.
- Could you please advise if any winnings are visible in your casino account?
Thank you.
Public
Public
10 months ago
Hi cindygallinger,
I apologize, but the winnings displayed in real-time were general information on the website and were never linked or credited to your account. From our perspective, those winnings were not rightfully yours.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
