Zodiac Casino - Player's inquiring for help.

Dear IBAS,

I am writing to complain about an issue regarding Gambling with Zodiac Casino UK. I have already raised the issue with this organisation and it has not been resolved to my satisfaction in the several months since I first contacted them. I have now exhausted their complaints procedure.

This is what I asked Zodiac Casino UK to do to resolve my issue: Give me my withdrawal and my rightful winnings and pay up when they are in the wrong admit it and specially when I can at any time provide the proof that I need to prove that they're in the wrong and what they're accusing me of is just a setup of them sending me the emails me clicking on an email them making me make a new account this is wrong and I want them to admit they're wrong and give me what's rightfully mine

This is how they responded: They won't respond and they ignore my emails and don't reply to me and won't let me even show them proof of them being wrong and me being in the right to my winnings I won not on their my own money I deposited not there promotions

I have decided to escalate my case to you because: The company hasn't responded to my complaint

Company continues to ignore everything that I have emailed them I've emailed them the proof that they're in the wrong that they're the ones sending me the emails they refuse to respond which I think is very ignorant and I really want them to have to pay me what did they owe me with my withdrawal would I rightfully one and admit they're in the wrong

As I am sure you understand, my overall experience has been extremely frustrating, and I am after a reasonable and fair response from Zodiac Casino UK.

I confirm that all the information I’ve given is true and accurate to the best of my knowledge and I want to make a formal complaint to IBAS.

Yours sincerely,

Jennifer B***

HZCRM0602479667

 Zodiac casino wrongfully accusing me of thier wrongdoing

Dear Feelingdiscouraged,

Thank you for submitting your complaint. I apologize, but I am not sure I understand what happened. Could you provide more information regarding your complaint? Please, describe in detail what happened, so that I can assist accordingly.

Thank you in advance for your reply.

Best regards,

Kristina

I only want them to give me what's rightfully mine cuz I have all the facts in line that they're wrong about the reason they're giving me not giving me my withdrawal and getting me around and closing my account and saying they wiped all the funds out of it but there's yet when I went in tried to log in and a little while after to see what was going on maybe hopefully get my withdraw I was told that that time that I was locked out of my account and the winnings were going to be wiped but yeah it's still open till dollars in it

What they're doing is wrong they have been sending me emails for this same promotion for years now and I can prove that 4 years in emails after I sign up with the email they send me the promotion again a little while later on the same email so when you click it it demands that you make a new account so you have to make a new account to get the promotion so it's like they're encouraging you to get another account and give you the promotion again just to say that if you win big like I did 30,000 they can take it from you and not pay you I have all my paperwork in line I can show you all the evidence and you will know what I mean when I say that they knew that how many accounts I have they know all that stuff when you go to reset your password on this casino you can have the option of bringing up any of your account so they know they're there so then people making duplicate accounts they are aware of and they just keep letting it happen so when I won my $30,000 and just before the morning that I'm supposed to get it after I even have the day before I was talking to a chat rep literally the night before I went to sleep I was supposed to wake up in the morning with four grand and I was guaranteed by that chat rep and I have that conversation exactly where she says it that I was get 100% getting my withdrawal tomorrow morning it will go out and it'll be in my bank account by the end of the day foreground once a week every Friday until it was paid off what I was not I have all my withdrawal requests but the one withdraw they sent me was for $71 no explanation but they send me $71 out of all the money that I have won that was the only withdrawal and I never applied for that withdrawal I have all my withdrawal slips and not one of them have been I don't know what's going on but it seems like little bit of a scam really and I'm the middle class citizen you know I'm not a rich person and 30 grand right now during the pandemic would have really helped me right now with money being tight so yeah it's a real disappointment and what they're doing is wrong and what they're doing right now is wrong and I want what's rightfully mine one fan Square not on their bonuses on my own depositive money

This is the that I got from the casino just the night before I was supposed to get my withdrawal

This is the letter I woke up to instead of when I withdrawal after talking to the chat rep just late at night the night before I went to bed the morning I was supposed to have my withdrawal it was already processed it was just waiting to go out cuz that's the time that they go out is every Friday once every Friday for Grand is the most that you can withdraw from the casino at a time so they were going to pay me every Friday until it was all paid out instead I woke up to this email which was a real discouraging BS email if I heard of the next thing I'm going to show you is the proof of why it's BS and why they're using a fake line that people will just most people just throw well and just keep moving along but I know that they're doing is wrong and I can prove it it's not every day I get my hands on 30 grand

1st withdrawal not received but shows I was supposed to receive this as I go on

2nd withdrawal I never got

3rd withdrawal never received

4th withdrawal request not received

5th withdrawal not received

Thank you for your reply, Feelingdiscouraged. Do I understand correctly that you created more than one account and also claimed the bonuses with all of them after registration?

1.no casino that is legit has let anyone's sign up with the exact same information as they already have in their system and won't allow people to sign up multiple times on the same email address with same name and birthdate ect so this is how they target and scam the Canadian citizens with promises of fair play and don't deliver when it comes to the withdrawal process and it's not right it's bs if you ask me

2. They send the same promotions over and over to the same emails after and then when you click on it they basically force you to sign up with the same email and information they already have on your account so they are well aware of what they are doing and what goes on in everybody's casino rewards group accounts it's not new I've had some my accounts for years and have even received my loyalty cards mailed to me from the casino on two different accounts with my same names and addresses

3.They say that I've made the accounts strictly to abuse promotions and that is a lie as they said they close my account and wiped my winnings but yet right after I got the email and I tried to sign into my casino account to talk to the rep it showed my account with $12 still in it not closed so everything they said in my email about closing my account and wiping the winnings was obviously wrong when the account can still be found

4.i was promised the night before as seen in the casino's chat with The representative at my winnings were processed and I would be using receiving the first $4,000 the next day which instead I woke up to the email from the risk management stating that I wasn't going to get paid due to abusing their promotions what is wrong and they should not be able to do this I've gotta person that can handle this for me I'm a little bit slower with the situations like this so I think i will hand you off to my hubby and let him deal with this as he witnessed it all happen and can explain better then what I can in this matter thanks and I am hoping to get justice where it is deserved and get what is right fully mine . I suffer from PTSD and anxiety and panic disorder and have a hard time with things like this and don't really know how to handle or bring up this kinda thing properly so in that regards I'll hand this off to my wonderful husband and let him handle it from here thanks all this stress this has caused me is very bad for my PTSD and anxiety so I will let him handle this from now on it's on his hands thanks for hearing my side the story first though Jennifer

Jennifer, I completely understand your point of view, and I agree that ideally, players should be able to create only one account with the same credentials. However, I don't agree that you were 'forced' to create more than one account. Please understand that these emails are generated automatically and you as a player are responsible for creating an account, not the casino. You could easily unsubscribe from those emails or contact casino support for help.

I am sorry, but you activated welcome bonuses multiple times, by which you gained an unfair advantage over the casino. No serious casino would allow this. The casino has the full right to close your account and confiscate all accumulated winnings. I can only recommend that you create one account per casino in the future.

Unfortunately, we are not able to help you further in this case. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

That seems a little unfair as I have a the proof and have proved that the casino also knows about all the accounts as they show you all the accounts you have as I proved yesterday don't I deserve my winnings as I was not playing with bonuses and if they are going to return my deposits shouldn't they have to do so for all accounts not just one then

They have returned the 71 dollars I deposited on that account only if they are going to so so shouldn't they for all accounts and all my deposits also then

I understand your frustration, and I am sorry for the situation, but please note that you seriously breached the casino's T&Cs, and the casino is not obliged to refund your deposits. We would really like to help you, but it it impossible for us this time.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.