Home Complaints Zodiac Casino - Player has been accused of opening multiple accounts.

Amount: €300

Zodiac Casino - Player has been accused of opening multiple accounts.

9.0/10 Perfect reputation Submitted: 30 Jun 2020 | Case opened
Current status

Waiting for Casino Guru to reply

3d 14h 5m 9s

Case summary

11 days ago - 01 Jul 2020

The player from Finland had his account closed because he was accused of opening multiple accounts.

Written by Jozef Krucay
Data and complaints deputy lead
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I was told that my winnings and account were closed because I reportedly had overlapping accounts ???? Two in the same place !!!! How can it be possible that this can usually even happen. How the system lets you do it. Other casinos will state that you already have an account here. Just a scam. The same problem seems to exist elsewhere

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Additional comments from the player:

"My winnings were confiscated and my account was closed. They advertise that they can play at their multiple casinos and collect VIP points. They give the wrong ad. Now, however, that's not the case."

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Dear Jaana,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts until all the account details and balances (belonging to the same Player) have been verified not to have used sign up bonuses multiple times. Once completed, all other accounts will be terminated leaving a single active account."

Are you aware of having more than one account at this casino?

Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Kristina

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I don't have those conversations. But I didn’t know about the two accounts and I still wonder how their system has allowed this to happen. When I read these complaints can be found in other similar cases.

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Thank you very much Jaana for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Hello Jaana.


Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

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Additional statements from the player:



My winnings were confiscated and my account was closed. Advertise that you can play at their multiple casinos and collect VIP points. Give the wrong ad. Now, however, that is not the case


Why didn’t they let me know when I started playing that you already have an account at that casino. Quite incomprehensible 

Public

Hi there


Player has 2 accounts at Zodiac Casino, first registered in January, second in June.

Player can request account details from risk management department.


Deposit on duplicate account was refunded. If player is not happy with this decision, they can contact ecogra.






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Dear Jaana.


Please, could you confirm the casino statement? Are you aware of having the duplicate account?


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