ZeusWin Casino - Player's account is closed and funds are confiscated.

The casino closed my account without previous notice and cancelled a pending withdrawal for 416 EUR. Via email, they notified me that the account was under review and I would be notified about the result. They never told me the outcome, and never gave me more details.

I have sent many emails. On many of them, they never responded.

The account was closed 43 days ago, and still there is no update on the reason why.

The casino mentioned that after my account was closed, they removed all the funds from my account. This goes against their TOS, since the TOS mention that they can remove bonus amounts and profits. After the removal of bonuses and profits, I should have been left with my original deposit of 200 EUR.

I asked the casino to refund me my original deposit of 200 EUR, according to the TOS.

The casino insists that all the money in my account was removed after a decision from their department.

This goes against the TOS. I have made only one deposit, never withdrew any profits, and only placed a couple of sports bets before the account was closed. Since I have not withdrawn anything, even after the removal of any profits, I am entitled to a refund of my original deposit of 200 EUR, which the casino refuses to pay.

In a live chat communication last night, the representative mentioned that they would create a manual withdrawal request for the remaining amount in my account. This representative did not mention anything about any amount being removed. A new response to my ongoing support case (a few hours after the live chat) mentioned that there is no money to be given to me, and the balance in my account is 0.

So that means that two different representatives say different things about the case, which means that one of them is lying and the company is commiting fraud.

I have informed the casino that I will be pursuing this matter legally, and have already communicated with a relevant department in Ireland that licensed the casino.

I do not care about the status of the account and don't care if it stays closed, since I do not want to use this service anymore. I am requesting my withdrawal of 416 EUR, or in case the profits were removed, a refund of my original deposit of 200 EUR.

If the casino does not pay out, I am requesting help with a legal complaint for violation of the TOS.

Dear stas1,

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

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

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Could you please share the communication from the casino justifying its decision? Did the casino cite any broken rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Share screenshots here or send the information to my email at tomas@casino.guru

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

I created my account on Jan. 7. I requested a withdrawal 15 hours later. The withdrawal was cancelled and the account was blocked on Jan. 8.

The casino did not justify its decision. They did not explicitly mention any broken rules. They told me to refer to section 9 of their TOS. However, this section explicitly mentions ONLY the removal of bonuses and the removal of profits. So even if they are indeed correct to close my account, they have no right to remove all the funds from my account, and should have returned the original deposit amount, according to their TOS. The casino insists that my balance has been set to 0, violating the exact section they referred me to, which mentions that only profits should be removed.

I only bet on sports events to accumulate my balance. I placed just 1 or 2 sports bets and then requested a withdrawal.

I did not use any bonuses at all on the account. I refused all of them when signing up.

I have shared all screenshots of the communication on the private section when making this post, and have sent you an email with it as well.

Thank you for your reply, stas1. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight into issues related to sports betting activity.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I don't understand what's the difference in what you're mentioning.

My issue is regarding an online casino that is refusing payment. It doesn't matter if I placed a sports bet or used the casino or the live casino section of the website. The result is that a casino is refusing payment.

If your activity is predominantly sport-betting related, the casino blocked your account and this activity is investigated, we are unable to help you. There are many strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.