HomeComplaintsZaza Casino - Player's tournament winnings credited to incorrect alias.

Zaza Casino - Player's tournament winnings credited to incorrect alias.

Amount: Can$6,725

Zaza Casino
Safety Index:Above average
Submitted: 16 Dec 2023 | Case closed : 02 Jan 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

10 months ago

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.

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10 months ago
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10 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

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10 months ago
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10 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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10 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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10 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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10 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.

Edited by a Casino Guru admin
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10 months ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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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. 

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