ZeusGlory Casino - Player's winnings were confiscated due to a 'system error'.

I signed up for Zeus Glory yesterday. I played several games, including Genie's Bonanza by Smartsoft. I submitted my documents for verification and then logged off for the night. This morning, I see I have a message telling me my "abnormal winnings" have been removed due to an "error on the smartsoft side." (image attached) When pressed on details, I received an answer that there was an "abnormal behaviour" of the game that "caused bonus on almost every spin." (image attached)

No evidence has been provided to me of Smartsoft actually stating there was any error.

For reference, the game Genie's Bonanza has a symbol collection feature. If you get 100 scatter symbols, you will trigger the bonus round. It also has a "risk" feature, where you can pay one spin's worth to "risk" your progress toward the bonus to try and win it immediately. I successfully won 2 risk spins at two distinct bet levels back to back. There was no error/bug that I saw.

Dear justinmoffatt7,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with ZeusGlory Casino. I have checked the Terms and Conditions and this is what I found regarding software errors of the games:

11. Reservations of Rights, Limitations of Liability

11.1 The Company will not be held responsible for any typographical, technical, or human error in the recording of results. In the event of an error, the Company reserves the right, at its sole discretion, to either void any affected Bets at any time or to correct the error.

12. Use of the Website and Software

12.4 The Company does not warrant that the Software will be non-infringing that the operation of the Software will be error-free or uninterrupted that any defects in the Software will be corrected, or that the Software or the servers are virus-free. In the event of communication or system errors occurring in connection with the settlement of accounts or other features or components of the Software, neither the Company nor the Software Provider will be liable to you or any third party for any costs, expenses, losses, or claims arising resulting from such errors. The Company further reserves the right in the event of such errors to remove all relevant games from the Software and the Website and to take any other action necessary to correct such errors.

Could you please send me your gaming history for Genie's Bonanza in Excel format? You may request it directly from the casino. My email address is veronika.l@casino.guru.

Have you played any other slots by Smartsoft as well?

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

Best regards

Veronika

Hello Justinmoffarat7,

I understand that this can be frustrating but, Everything on Zeusglory is done according to our terms and we try to be as fair as possible to our players.

Here is the case:

Justinmoffarat activated Welcome Bonus, which added substantial amount to the deposited. By our investigation we also found that player has used bonus funds to make high bets (17.50EUR, 22.50EUR ...etc Even tho the bets were higher then the max bet for the bonus play) on game "Genie's Bonanza" (2024-01-31 21:10:47 and 2024-01-31 23:03:29, two seperate sessions) As you might know game "Genie's Bonanza" has a feature were you make bet's you fill up the scale with each bet and it adds % with each bet made, the higher the scale is it increases the chance of risk spins success outcome. The bets were made during bonus balance play but risk feature then was later used after all wagering requirements were cleared. Now with real money deposit, without wagering requirements, player just went straight to the game and won Risky Bet with built up High % because of the bet's made with Bonus balance. This kind of Action is against the terms of Zeusglory.

See below Zeusglory Terms of use:

Prohibited Practice - 

4. delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure. In these cases, the Company reserves the right to terminate such Account and suspend all payouts to the Player. This decision is at sole discretion of the Company and the Player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the Player. The Company has zero tolerance to advantage play. Any Player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses.

Dear justinmoffatt7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.