ZenCasino - Player’s no deposit bonus winnings have been confiscated.

The casino removed the no deposit bonus winnings, supposedly because I chose not to receive bonuses. 🤔 So why did I request the activation of that bonus??? 🤷🏻‍♂️

My main complaint is that the support chat person gave me a rude and demeaning response. 😡

It's unfortunate there are people like that.

Clearly, their site doesn't have the option to activate bonus codes. Don't bother looking for a button because it doesn't exist, unless you contact support.

And make sure you didn't accidentally press something.

Even though I believe the no deposit bonus is independent and completely separate from choosing to have another deposit bonus, support denied me the no deposit winnings because I chose not to receive a bonus on my first deposit. And the site the casino recommended denied me any kind of solid support.

Dear mijodgs182,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZenCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was this the only bonus you activated on your account during the time you were a player in the casino?
• Have you made any deposits to the casino in the past?
• Was your account verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, thank you for your attention, in fact I had only a few hours after creating my account with the casino, and it was through the support chat that the no deposit bonus was activated, since that bonus did not appear anywhere, which It is not consistent is that I gave me the bonus without a deposit and they eliminate the profits with the issue that I chose not to receive a bonus, if you notice in the screenshots that I will attach, if not receiving a bonus was selected... but it is a deposit bonus Also, that happened before telling the support chat, as I said, they do not have the option to enter bonus codes

The account was only verified by email and telephone, I did not even request document verification

Thank you very much, mijodgs182, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Tomás, on the contrary, thanks to you for your attention.

I remain at your service.

Hello mijodgs182,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite ZenCasino to join the conversation and participate in the resolution of this complaint.

Dear ZenCasino,

Can you please explain why the player's winnings have been confiscated in more detail?

Kind regards,

Adam