Zip Casino - Player's winnings were confiscated due to alleged 'prohibited strategies'.

Sehr geehrte Damen und Herren,

Hier mein Problem. Ich habe bei Zip Casino einen 100% Bonus genutzt und gewonnen. Danach habe ich die Umsatzbedingungen erfüllt, das Guthaben war bei 1918 € und ich beantragte eine Auszahlung. Diese wurde aber leider storniert.

Ich fragte darauf im Livechat nach, und dieser sagte mir, dass ich Bonusmissbrauch begangen hätte und mit "verbotenen Strategien" gespielt habe.

Ich bekam auch daraufhin eine Email in der stand worin meine Strategie lag: Und zwar das wechseln von einem Gewinn bei einem Spiel mit hoher Volatilität zu einem mit niedriger Volatilität.

(Screenshot der Email hänge ich an )

Ich habe aber kein "verbotenes" Spiel mit Bonusgeld gespielt(Habe die Liste überprüft) und habe mich auch an die Wetteinsätze (max. 5 €) gehalten, außerdem ist mein Konto ist verifiziert.

Ich finde es schade und unfair, dass das Casino meine Auszahlung storniert hat und hoffe sie könne mir helfen. Ich danke Ihnen im voraus.

Mit freundlichen Grüßen

Ivka

Dear Ivka52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether you have previously claimed any bonuses from this casino?
• Were you notified, while completing bonus wagering, that the mentioned "strategy" is prohibited?
• Following the voiding of your winnings by the casino, was your initial deposit refunded?

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

Best regards,

Petronela

Hallo,

Ja ich habe bereits davor schon einen bonus in diesem casino beansprucht, das war die zweite Einzahlung.

Nachdem ich die Auszahlung beantragt habe und diese daraufhin storniert wurde, bekam ich die Email mit der Info Bonusmissbrauch usw.

Die Einzahlung von 150 Euro hat das casino mir zurückgegeben

Mit freundlichen 5

Ivka

Thank you very much, Ivka52, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Ivka52,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Zip Casino to join the conversation and contribute to the resolution of this complaint.

Dear Casino Guru,

Thank you for contacting us regarding the deduction of the player's winnings. After reviewing her gameplay, it became apparent that a particular betting pattern was used, conflicting with our terms and conditions concerning bonus usage.

Upon thorough investigation of her gaming history, it was noted that he employed a strategy involving alternating between high and low volatility games, specifically Coins, 1429 Uncharted Seas and Double Tigers, with varying bet amounts while playing with an active bonus. The strategy included commencing with 5€ bets on a high volatility game, such as Coins, followed by transitioning to 1€ bets on a low volatility games like "1429 Uncharted Seas" and "Double Tigers".

As per our terms, this specific betting strategy is considered a breach of our bonus policy, resulting in the deduction of her winnings. Upholding fair gameplay and adhering to our guidelines is paramount to ensure an enjoyable and equitable experience for all our players, this is also why the deposit amount was returned to the player

Should you require further clarification or wish to discuss this matter in more detail, please feel free to get in touch. We strive to maintain transparency and fairness in our operations.

Zip Casino

Dear Zip Casino team,

I'm afraid we can't accept your decision to confiscate the player's funds based on the strategy described above unless the player made overbets. If you want to enforce such a rule, it should be done on a software level. Most casual players have no idea what a low/high volatility game is and even if they use such a strategy, there is no guarantee that they will end up winning. You can read more about our position here: https://casino.guru/our-position-on-banning-betting-patterns This is the reason why we are convinced that the player should get paid in full.

Dear Casino Guru Support Team, 

I hope this message finds you well. We appreciate the thoroughness and objectivity with which you handle such matters.

The player engaged in a betting pattern that we, as a responsible casino operator, consider to be an abuse of our terms and conditions related to casino bonuses.

Our terms and conditions clearly state that such strategic maneuvers, designed to exploit the system unfairly, are deemed as abuse. While we maintain the integrity of our rules, we also recognize the importance of fostering positive relationships with our valued players. In light of this, we have decided to take a more amicable approach to address the issue. 

To resolve the matter, we have chosen to reinstate the player's bonus with a modified set of wagering requirements. The bonus will be reinstated with a reduced wagering requirement, specifically set at half of the original amount. This compromise is a testament to our commitment to fairness and customer satisfaction while still upholding the integrity of our terms and conditions. 

We believe that this resolution strikes a balance between addressing the player's concerns and maintaining a level playing field for all participants. We remain open to further dialogue and appreciate your understanding as we strive to provide a fair and enjoyable gaming experience for all.

Zip Casino

Dear Zip Casino team,

Thank you for your reply. I understand your point, however, I'm afraid, we can't accept your compromise. The player won €1918 which should be their real money now. The offer is giving them €150 in bonus money that still needs to be wagered which is a huge difference. The strategy used by the player is not considered unfair. Any casual player could do the same thing. Even though the player's gameplay bears marks of bonus hunting, if they played in their own name, made the deposit with their own funds, and did not violate any relevant rules such as maximum bet, they deserve to be fully paid.

Dear Casino Guru,

After a thorough review of the matter and considering the feedback provided by both parties, we have carefully reevaluated our decision. In the interest of fairness and customer satisfaction, we have decided to return the winnings in full.

We understand the importance of providing a positive gaming experience for our valued players. Our goal is to maintain a high standard of customer service.

Please be assured that we have taken steps to address the underlying issues to prevent similar occurrences in the future. Your feedback is invaluable to us, and we appreciate the opportunity to improve our processes based on your insights.

We sincerely hope that this resolution demonstrates our commitment to fair and transparent business practices.

Zip Casino

Thank you dear Zip Casino team for reconsidering, we appreciate that.

Dear Ivka52,

Can we consider the issue to be resolved?

Hallo,

Das casino ist bereits dabei den vollen Betrag auszuzahlen. Danke Peter für Ihre Hilfe und auch danke an das Zip Casino, das finde ich sehr fair.

Gruss Ivka

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Ivka52, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter