Zodiac Casino - Player’s deposits raise gambling concerns.

Hi there,

I've been playing a specific online casino along with its sister sites for a few years. I used to deposit small amounts-like a couple hundred every month- until recently.

I inherited some money and needless to say there's as many as 30 transactions in one day ranging from $50 to $500 to this casino.

My question is should the casino have recognized this as problematic gambling or at least a red flag?

Customer support has given me email addresses for support and risk management which I emailed twice and have not heard anything back and it's now going on two weeks.

I have more screenshots if needed I reached my limit for uploads

Hello katelanb1989,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zodiac Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What exactly did you contact them with? What exactly is the issue as the casino has no reason to limit your deposits unless you requested them to do so? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I've been a verified Zodiac and Casino rewards member for a few years now.

The issue here is this casino is absolutely negligent towards problem gamblers. Myself, a player on thier platform, would deposit no more than $100 a week IF that.

This casino should have seen a red flag when a player who's been verified for a few years goes from depositing little amounts over long periods of time to as many as 30 transactions in one day and thousands deposited.

I contacted live chat 3 times and was advised to email support and risk management who I'm still waiting on a reply from and it's been 2 weeks since contacting them about this issue.

I was undoubtedly taken advantage of in this situation and if this casino is licensed and regulated then where's thier monitoring tools or play it safe department because you cannot tell me that this situation is not suspicious because it 100% should be especially with my minimal player history.

I understand casinos are manipulative disheartening and I can only imagine the mental anguish of others who have been through the same situations like mine.

If the casino has absolutely no obligation to monitor or watch for suspicious/ problematic gambling then why doesn't risk management or customer support take 5 minutes to reply to my email and tell me that.

Hello katelanb1989,

Did you ever mention gambling addiction to the casino? If not, they had no reason to assume anything and you were free to deposit any amount you wanted.

A casino having 30 transactions in one day from a player who seldomly played the years prior is supposed to think it's in my best interest to keep playing?

I'm still waiting for support or risk management to email me back.

Hello katelanb1989,

Increasing the volume of deposits does not necessary mean that you have addiction and it is not enough to exclude someone. Unfortunately, if you did not specifically mention it to them, there is nothing we can do regarding that.

Is there anything else we could assist you with?

As a regulated casino there's guidelines they have to follow such as employee training that identifies problematic gambling.

Hello katelanb1989,

Unfortunately there is nothing we can do regarding this matter. From our point of view, unless you did not request a self-exclusion, the casino has no reason to do so.

If you wish to pursue the matter, please contact the casino's licensing authorities directly.

Wish you best luck.

Regards,

Nick