ZenCasino - Player’s account has been blocked and audited.

Buinasers I deposited 3,000 euros and played various services of the evolution game provider (black Jack, roulette, baccarat and poker. With great luck I made a win of 10,000 euros. I asked for a withdrawal and they told me that they sent all the records of the my bets to the supplier for a check for suspicious play and win. Telling me I had an unusual rtp. Absurd. When you lose everything is fine .. they told me this.procedure will take 10 business days l. I don't expect anything good. You can. help me?

Dear disaenrico,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning. I have been playing in this casino for 1 month. yes I have already made some withdrawals but up to that point I was in substantial parity (perhaps in surplus of 1000 euros). It has been successfully verified and I have sent all the documents that have been requested of me. I am currently suspended from the account for a week since yesterday pending developments. I did not take advantage of any welcome bonuses and promotions and I made my last deposit just before realizing the winnings on 21 December 2021 of 3000 euros.

cordially

I fully understand your frustration, disaenrico. I will set the timer for additional 7 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news regarding the audit. Thank you in advance for your patience.

Okay thanks. But I don't think 7 days is enough to get a response from the casino. As soon as I get an answer I'll let you know. Thank you

Perfect. Thank you very much for your cooperation. I will be back with you in 7 days.

Hello disaenrico,

Have there been any developments since our last conversation?

Good evening I'm out of office. As soon as I know something I'll let you know but they unlocked 2 withdrawals on December 22nd. Happy New Year!

Thank you, disaenrico, for the update. Please keep me informed about any further developments.

Hello disaenrico,

Have there been any developments since our last conversation?

Dear disaenrico,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.