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

We would like to ask the 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’ which may negatively affect its rating.

Hello mijodgs182,

I have received information from the casino that while wagering the no deposit bonus, you made multiple bets that were in breach of the maximum bet rules, and that this was the reason for the winnigns being confiscated.

Were you aware of this, and did the casino explain that this was why your winnings were voided?

Kind regards,

Adam

Hello Adam, the answer that the casino gave you is totally wrong, in fact the screenshots that I shared show the answer that they gave me, since at no time does the chat support assistant report such things, I will log into the account that you register at the casino and I will review the history of the bets you make with said bonus.

Honestly, to me, seeing the response they gave you is more than an excuse to wash your hands.

Hello mijodgs182,

Please do provide the betting history to us if you are able, so that we can compare it to the information provided by the casino.

Kind regards,

Adam

Now by chance bets appeared in the amount of $6.00? I had already reviewed the betting history, and the highest amount that was bet was $0.50 in the entire history, the bets one after another show in time a difference of 3 seconds up to 15-18 seconds per spin, coincidentally in these bets For the amount of $6.0 there is a difference in time of 1 minute or more.

The truth is I didn't imagine that a casino would be so shameless, I hope what happened to me doesn't happen to more people.

Adam, thank you very much for your attention, honestly I prefer to close the case, since from what I see the casino will invent or deny the fact that they made not one but 3 mistakes.

Thank you for your attention Adam and Tomas.

Please close the house.

The history cannot be extracted or exported, it can only be viewed and there are more than 50 bets per sheet and there are 59 sheets.

Hello mijodgs182,

I have since requested the full gaming history from the casino's game provider, for us to check the situation in more depth. However, if you really would like me to cease investigating this case and close the complaint, please let me know.

Kind regards,

Adam

Thanks Adam, yes I would like to close the case, since I see that the casino will not really be held responsible, I honestly did not expect to recover the bonus winnings, my complaint was simply to expose the poor service on the part of the support staff in the chat on I live, since it has never happened to me to receive such a despotic attitude, other casinos are super friendly nothing in comparison..

If you could do me a favor and close the case.

Thank you so much.

Dear mijodgs182,

As you have stated you no longer wish us to pursue this complaint, it will now be rejected. I am sorry we could not be of further assistance on this occasion, please do not hesitate to contact us should you experience any issues in the future.

Kind regards,

Adam