ZenCasino - Player is experiencing game issues and unresolved complaints.

Hi there this started about 2 weeks ago when I was playing at zen casino I play there live casino and I play blackjack it's provider is lucky streak now it started with me placing a side bet on perfect pairs I put a 50 dollar on and I lost the hand but got a mixed pair 6 to1it took all my money when I lost the hand and never paid I immideatlyy spoke to support gave them round I'd ect they said it will be investigated and should take 3 days and to talk to my casino not long after I did another side bet and the same thing happen I won and never got paid so after hours of typing headaches back and forth with my casino they finally sent me put the 350 dollars into my account I never saw the money for the other side bet amd I just get same thing over and over it's investigating but basically I don't even think they are doing anything about the other one and figured the first one if they just pay me that one I will shut up it was extremely difficult and time consuming to get that back now after this first payment was credited I had a bit more trust so I was playing again and I had a 11 with my first two cards a 7 and a 4. I had a 160 dollar bet from memory and choose to double down I pushed it the buttons went away and nothing happen they choose to stand on my 11 I was messaging them at the time everything but it stayed 11 and dealer pulled a 10 and won I meen I have never in my life see someone stand on a unbustable 11 it does not happen especially against a low dealer card it just dosent happen regardless I was playing for a while I never had no connection problems I kno the button was pushed it's not right so any way I msg again same old same old send us this go to ure casino blah blah I just put it down to ok something went wrong hopefully I get my money back until not long after I think may have been before but was same session anyway sorry hard to rember exact details as when u play it's alot of diffrent hands and happens fast but every fact about how it happen is the truth so anyway I believe one of my hands after this I decide to try my luk at pairs again seeing as it had been well over a week since the last 2 so I put down 15dollars on pairs and in comes to perfect 3s and the hand went on I lost the hand of 120 but didn't care I just won 25 to 1 on pairs I thought but no it took my 120 my 15 on pairs and 15 on the other side the 21+3 so 150 in total and didn't pay me a cent now that's a he'll of a coincidence that long after the only side bets I have done and not one of them paid but all of them took my money and I was playing the game no connection problems nothing all perfect the dealers even announced the pairs I told them they were even confused but couldn't help one even said they seem to have a problem at that table so I'm at least 560 out of hand I can't rember how much the second one from the first time was for and think from memory it may have been a 21 plus 3 side bet sorry can't rember but I sent all details to them and game number and nothing luck streak just ignore me zen just seems to send generated msgs and do t even read most of wat I say there never going to pay me and clearly there's something going on one of zens msgs we're if I'm not happy with lucky streak maybe I shouldn't play there I'm so thrustrated and it's not right can u please help me I don't kno what to do I will attach screen shot of incident I e not been paid for the two3s and if u want I can find the first one for u two and maybe the one we're I doubled on 11 and they never doubled it or hit so I lost thanks so much in advance for anything g u can do to help me regards Trent liptay p sorry i allso added a picture i tryed contacting lucky streak and they tell me ro go to there support there support bloks me and dosent even answer me its pathetic and zen casino closed my ticket this morning i forgot to tell u allso sorry about all this i just dont kno what to do ive never made a with drawal from them and put so much of my money into there casino its so upsetting that they steal from me thanks again

Dear tnflippy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as additional screenshots or videos, possibly your game history with the exact time of the incidents along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incidents with the bets that had not been paid out?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hi veronica I will have to search for the other incidents I have screen shot of the first hand that they did refund me for but not the second bet that I made just a bit later that day and I didn't relise I could get all the info like in my screenshots above for this latest case until this time unfortunately with the did I stop playing i properly should have but I'm a gambler and I can't help my self lol what can I say but I only really had a problem with side bets believe it or not I only put the two down first I gave them beneath of the doubt hoping it was one off and was gona report it thinking it get sorted so I did the second one it happened again so then I stopped and played just didn't do side bets as the rest works fine up until after they paid me back the first sidebet I figured I was safe again and it must of been a glitch they were sorting it out no problems so I did a side bet and unbelievable I won again the perfect 3s u see in pic above so 3 for 3 which is unbelievable for me trust me I allways loose lol 😆 and even when I don't well lol this happens but over a week later and the same thing happens that's not a connection problem it's something diffrent allso there minimum side bets on the 80 dollar table are 40 dollars and I believe 15 on the 40 dollar table so if this is a ongoing thing and happens to lots of people it's a nice bit of change for them the provider lucky streak I reached out to them as u see in email same same talk to support after they tell u it's being investigated can take up to three days talk to ure casino u can try and try u are just ignored so u go to ure casino they first send u back there and try take no responsibility so then I go to lucky streak they do the same like it's not even there company there is something not right going on here a week later and first side bet that I place stolen again with all my screen shots and the details in them it's there plain and simple to see I would love to kno wat needs investigating this company because online feels they can hide away and are simply put criminals doing just enuff to fly under the radar who looks after these providers there must be a legal official thelat has to check this I've had the same problems with so many of these casinos and the other main provider they all operate the same and I can tell u I kno that there is something g not right with them they just do it in diffrent ways I swear it I've never seen some of the things that happens. On line so often ever happen in real life some of them are shocking apart from the side bets the game is not bad compared to alot of them they prob use the side bets so they let the game be lol who knos

how do i expose there scam who monitors these people and licences them lucky streak and the casino are they both profiting is it one of them not the other there must be a way these bits of thiefing low life scum need to go down how many people do they do this two its no mistake there straight up thiefs end of story they run a scam and get away with it they need to pay 

Hi did u get the screen shots I sent more thanks

I tried contacting lucky streak threw another part of there site online and they bloked me from there aite and chat instantly as soon as I told them what happen this company is criminal

Thank you for sending the screenshots. However, I also need the gaming history related to the problematic gameplay. You can request it directly from the casino. Please ask them to provide it in Excel format and send it to veronika.l@casino.guru. Thank you.

Dear tnflippy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.