The player from Germany faced issues with deposit limits, as he was still able to make deposits despite having an accepted limit in place. He demanded a refund of his deposits due to the casino's violation of responsible gaming rules and received no response since raising the issue. The Complaints Team resolved the issue by rejecting the complaint due to the player's lack of response to requests for further information, which prevented any further investigation.
ZenCasino - Player is seeking refund after deposit limit violation.
Amount: €2,000
ZenCasino
Safety Index:Above averageSafety Index
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7.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Dear Sir or Madam,
Despite setting and having an accepted limit, I was still able to make deposits. This is a clear violation of the responsible gaming rules.
I demand a refund of my deposits. Otherwise, I will take legal action against the casino. These limits are specifically for player protection, and a breach of these regulations is unacceptable and illegal.
Please help me with this matter.
The casino has completely ignored me since I raised this issue and has not contacted me since.
Automatic translation:
Public
Public
3 months ago
Dear ChewChew,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with ZenCasino. Please allow me to ask you a few questions to clarify your situation.
Could you please describe in more detail how you set the deposit limit? Was it via your account or did you contact customer support?
When exactly did you set your deposit limit? Was it a daily, weekly, or monthly deposit limit?
What payment method did you use to deposit money into the casino?
Please forward any evidence that you requested the deposit limit to be set to veronika.l@casino.guru. Alternatively, you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
