The player from Germany had his attempts to close the account overlooked until he lost almost everything. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
ZenCasino - Player request for a self-exclusion has been ignored.
Black points: 94
Amount: €159
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
At the provider Zencasino, I had myself blocked for all clones due to gambling addiction. However, Zencasino deliberately did not block my account over the weekend as I suspect I should continue to lose money. The support always replied that a block would not be possible because you had to make a payout. This payout was deliberately delayed so I could keep losing. It was only when I made it very clear that I have really lost everything I owned that the account could be blocked a day later. There was a remaining amount of € 159 in the account, which I could no longer pay out because I already had a pending payout. The casino replied to me via email that, despite my losses, there will be no withdrawal. The amount is now withheld. There is no reply to further e-mails. I never claimed a bonus. You are welcome to access the account via my email ***@freenet.de. Zencasino deliberately let me keep playing for days, even though I have described my gambling problems several times. Staying at 159 € now rounds off the overall impression. Terrible casino from my point of view.
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Could you please forward me the message in which you requested to be self-excluded? My email address is kristina.s@casino.guru. Please, forward all the relevant communication between you and the casino as well.
Additionally, could you please advise whether you made any deposits after you requested self-exclusion?
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Sent by email.
After applying, I deposited and lost almost € 2,000. My account there is now closed. The casino responded when they stopped making deposits for a day because the account was empty
Edited
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3 years ago
Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter 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
Hi Stefan,
I'm taking over your complaint. Let me ask you a few questions: When exactly did you ask for a self-exclusion? How long has the withdrawal been processed?
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3 years ago
Translation
I cannot log into the account as it is locked. I forwarded a number of emails to you. I applied for the payout on Friday, very early in the morning. At the sister casino I got banned as a gambling addict that day. The payout was not processed all weekend. I asked for the ban on Friday. This is not possible because the payment is still pending. See emails. On Saturday I lost almost € 2,000.
Edited
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3 years ago
Translation
They don't even answer. So much for seriousness.
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3 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Has the casino finally got in touch? My remaining balance has not been paid out. I can no longer log into the account.
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3 years ago
Hi Stefan,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
