The player from Spain had his attempts to close the account overlooked until he lost everything. Casino didn't respond.
ZenCasino - Player request for a self-exclusion has been ignored.
Black points: 264
Amount: €700
ZenCasino
Safety Index:Above averageSafety Index
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7.0
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Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I closed my account in Zencasino informing them of my problem of gambling. Without any problem they have opened it for me. I have reached € 2,500 in my account but my impulsiveness for the game I cannot stop playing and I have spent them too. I am desperate with these casinos that open the account without any scruples, please help. 
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3 years ago
Dear janquel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Do I understand correctly, that after you requested the self-exclusion, you were able to log in to your casino account and play?
How exactly did you request the self-exclusion – via your account or by sending an email? If by sending a message, could you please forward me the email in which you requested to be self-excluded? My email address is kristina.s@casino.guru.
Hopefully we will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
This was the second time I requested the closure of my account indefinitely due to gambling. October 20 I requested the closure the first time. In Spain I cannot play because I am registered with the DGOJ. I have closed the accounts in all the casinos that I am registered outside of Spain but some casinos do not respect responsible gambling. Responsible gambling zero. This casino is a danger for people who are struggling with this disease and want to get out of it.
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3 years ago
Thank you very much janquel for your reply and emails. Could you, please, post here (or forward me to my email address) your cashier history where the transaction dates of all your deposits are visible?
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3 years ago
Translation
I had made this capture of charges before they closed my account from the chat indefinitely. Now the account is blocked. I can also send the transactions from my bank to the store.
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3 years ago
janquel, if possible, please forward me all the deposit receipts from the point you requested self-exclusion.
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3 years ago
Thank you very much janquel for your emails. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello janquel,
I looked at your complaint and will do my best to help you. I would like to invite ZenCasino into this conversation. Can you please specify why did you open player's account despite gambling problems?
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3 years ago
Translation
I am not going through a very good time my mother was diagnosed with cancer and I am in a terrible mood even when I am seeing the psychologist and therapy, the game for me is like fleeing from reality every time I have a problem my mind tries to escape. I made the decision of not playing anymore and all the casinos that I was enrolled in, I wrote to close it due to my illness. I want to get out of this illness but while there are casinos where responsible gambling does not apply it as a disease. I am having trouble getting out of this addiction as a result of responsible gambling Some casino Not all of them are the same, most of them deny me the entrance, I have the emails and chat of not opening my account.
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3 years ago
Translation
Pathological gambling consists of a progressive alteration of behavior whereby the individual feels an uncontrollable urge to gamble (games of chance), neglecting any negative consequences. It is an addiction where no substance is consumed, although sometimes it is accompanied by other substances such as tobacco, alcohol or drugs.
The Characteristics of problem gambling are: Gambling is when a person gambling causes serious problems. Think, live and act according to the game, leaving aside any other type of objective. An addiction without substance is repetitive behavior that is pleasant, at least at first; generates a loss of control in the person, tolerance also appears, increased behavior to obtain the desired effects; it seriously interferes with their daily life, at family, social and work level, and, if the behavior is interrupted, the withdrawal syndrome appears.
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3 years ago
We would like to ask the Zen Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
I feel very sad to see how some casinos like this, make and break without any scruples and without anyone to control them. It is good that this type of companies get rich with the players but what I do not get is the way they do to what happens to my experience and possibly to many others.
I just hope that these organizations that supposedly control responsible gambling are a little bit tougher on the damage that these types of companies cause.
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3 years ago
https://www.elconfidencial.com/espana/2018-10-13/juego-online-digital-ludopatia-offshore-ilegal_1628247/
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
