The player from Rhineland-Palatinate had an issue with the casino having deducted 300 from his winnings after he had deposited 50 and received a bonus. He was upset as he had believed the casino's terms and conditions were unfair and unclear. However, the casino had clarified that he had violated their terms by using wagered bonus winnings for sports betting. Despite this, the casino had agreed to process his withdrawal of 1055 EUR that one time. The player had confirmed that he received the payout quickly. We had marked the complaint as resolved after the player confirmed receipt of his winnings.
ZenCasino - Player's winnings have been reduced by casino.
Amount: €300
ZenCasino
Safety Index:Above averageSafety Index
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7.0
ZenCasino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I deposit 50 and receive a 50% bonus. Then I actually manage to get to 1100 and then they deduct 300 from me because allegedly I'm not allowed to win that much! This is an absolute outrage. Is this common practice in casinos? Then I will cease doing it in the future....
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7 months ago
Dear bluezoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that many casinos have a maximum cashout limit applied to bonuses, which is not unfair.
Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
Also, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
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BUT THAT'S UNFAIR!! It's almost impossible to play through and then they deduct 300 euros from you...
Now they come with something new......first the provider was supposedly faulty and the payment was cancelled (complete nonsense)...now they come with
Dear Client, Please be advised that you have violated our Terms and Conditions by betting on sports using winnings from wagered bonus. Please read: Paragraph 9.7. Money that client get after wagering of bonus can be used for playing casino games or withdrawal, it is prohibited to use wagered bonus for sports betting. Despite the violation of our Terms and Conditions, we will process your current withdrawal of 1055 EUR this one time only. Please do not use any remaining balance for sports betting, otherwise winnings will be voided and bets refunded. And please don't repeat this mistake in the future. Thank you for your understanding! Kind regards, Zen Team
Are they still doing well? I'm curious to see if I really get the money, what nonsense, I have to pay everything out and then deposit it again in order to be able to place sports bets, that's harassment. And on top of that, it's complete nonsense, no one thinks of reading the terms and conditions for such nonsense
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7 months ago
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the 1055 were at least paid out quickly
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7 months ago
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All the money was paid out, but whether I will play there again remains questionable, because something like that is not possible
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7 months ago
Dear bluezoo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
