Zaza Casino - Player's winnings have been blocked due to location.

Dear Casino Guru,

I am writing to express my deep concern and frustration regarding a recent issue I encountered with Zaza casino (winzaza.com). 

On 18 of August , I registered and began playing at Zaza casino, and to my delight, I won a total of 486 CAD. However, my account has since been blocked, and my winnings have been withheld by the casino. They have cited their list of prohibited countries as the reason for taking this action. I diligently reviewed their prohibited countries list, and to my astonishment, my home country, Poland, is not included. Here is the list taken from their website: 1.11. By registering at Zaza, the player confirms that he/she is not a resident of Afghanistan, Albania, Belarus, American Samoa, Aruba, Bonaire, Burma/Myanmar, Burundi, Barbados, Burkina Faso, Cambodia, Central African Republic, Curaçao, Democratic Republic of the Congo, Eritrea, French Guyana, Guadeloupe, Guam, Iran, Iraq, Ivory Coast, Jordan, Lebanon, Libya, Kuwait, Malaysia, Marshall Islands, Maldives, Mali, North Korea (Democratic People’s Republic of Korea), Occupied Palestinian Territory, Occupied territory of Ukraine (Donetsk, Luhansk, Crimea), Puerto Rico, Qatar, Republic of Guinea, Republic of Guinea-Bissau, Russia, Saba, Saint Barthelemy, Saint Martin, South Africa, Somalia, South Sudan, St. Eustatius, Sudan, Syria, Tunisia, USA, US Minor Outlying Islands, US Virgin Islands, United Arab Emirates, Venezuela, Yemen, Zimbabwe. (Please take in consideration that this list and certain geographical restrictions can be applied and amended by the decision of FATF, any international sanctions authority, gaming developers/providers, and payment processors.)

The list of prohibited countries, as provided by the casino, explicitly excludes Poland from the group of ineligible countries. I want to emphasize that Poland is not present on this list.

Given the fact that Poland is not among the prohibited countries, I am left deeply puzzled and frustrated by the casino's decision to block my account and withhold my rightfully earned winnings. I was allowed to register, to claim the bonus, to win and then, when I tried to withdraw my winnings - my account got blocked. 

The casino representative in chat informed me that the list of the prohibited countries on the website is "not complete" and they may decide whenever they want about the matter (I have screenshots of these and other words of his).

I have to add that first the casino asked for the verification documents and fully verified my account. Only later, they decided to block my account.

I kindly request your urgent intervention in this matter. Thank you for taking the time to consider my complaint. I look forward to your response and guidance on how to proceed.

Sincerely,

Nikolai Weiner

Dear nikowein1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zaza Casino.

I checked the website and at first glance, Poland is an accepted country.

I tried to complete registration but ultimately wasn't able to with a Polish address.

Could you please advise if you filled in your personal information correctly during the registration process? Have you used a VPN to access the website in order to register or play?

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

Best regards,

Tomas

Hi Tomas.

Thank you for reply. I confirm that registered under Polish adress. I even passed verification on there site where Poland appiered as my country of residence and also my address. Documents were accepted and account was verified! I never used VPN.

Possibly, they changed something in their system after they blocked my account, which prevents newer Polish players from registering.

Poland was in the list of available countries when I registered…

And I was also added bonus to my account (all while I was an officially registered player from Poland).

Thus, I was allowed 1)to register 2) to deposit 3) to claim the bonus 4) to play 5) to win …. the only thing I was not allowed was 6) to withdraw.

That is indeed a possibility, nikowein1980.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello nikowein1980,

I have reviewed your case and will contact the casino to see if I can help. I checked the website as well, and Poland was indeed available in the registration form, and not listed as restricted in the terms and conditions.

We would like to invite Zaza Casino to join the conversation and participate in the resolution of this complaint.

Dear Zaza Casino,

Can you provide any further insight into the situation?

Kind regards,

Adam

Dear Nikolai and Casino Guru Team,

we do regret that Nikolai has not a positive experience of being with Zaza. The case is already under the investigation. We will come back shortly but not later than Monday, 28th of August.

Kind regards,

Zaza Casino Team

Thank you for your response Zaza Casino Team.

We will await a further response from you.

Kind regards,

Adam

Hello Nikolai and Adam,

the investigation was completed and we may reply as follows.

Due to definite changes in our company’s policy we can’t accept players from Poland. Terms and conditions would be updated shortly.

Nikolai, we do regret that we can’t have you as a client for now. We hope one day we will open our doors for clients from Poland and we’ll be happy to see you again. What’s next? You can’t play at Zaza Casino but you are welcome to withdraw all funds from your account (of course, winning is included). Our support agents had to contact you and share with you instructions what to do.

Zaza doesn't have a lot of rules. The rule number one is that our players always get more. More fun, more pleasure, more positive experience.

Kind regards and hope one day we’ll meet again,

Zaza Team

Thank you for your response, Zaza Casino.

Dear nikowein1980,

Can you please confirm if you have received your full balance from the casino?

Kind regards,

Adam

Dear nikowein1980,

Please respond and let us know that you have received your payment. I will extend the timer once more, in accordance with our policies. If there is still no response from you upon the expiry of the timer, the complaint will be rejected.

Kind regards,

Adam

Dear nikowein1980,

It seems that this matter has been resolved, but without your confirmation, we are left with no option but to reject this complaint as previously mentioned. It can be reopened at any time.

Kind regards,

Adam