Zodiac Casino - Player's payout is delayed by Zodiac Casino

I have been unsuccessful in receiving the winnings I tried to withdraw from Zodiac Casino on March 22, 2024. Despite my efforts to address this issue with Zodiac Casino, I have not been able to resolve it. The Help Desk has consistently evaded my inquiries and directed me to their risk management division, which has also been unresponsive. This marks my second unsuccessful attempt to withdraw winnings from this casino, where I have encountered delays and unsatisfactory service. 

My first withdrawal request in October 2023 was for $20,000, which I was eventually compelled to gamble with and subsequently lost. The barriers created were impossible to resolve, and if the winnings had been paid after the additional verification requests I complied with, I would have received the $20,000 and not used it as Zodiac wouldn't have wanted. 

Furthermore, it is becoming increasingly apparent that Zodiac Casino has developed a troubling pattern of failing to pay out winnings, potentially violating laws or regulations. This recurrent issue not only undermines the trust and integrity of the casino but also strengthens the validity of my current claim regarding the unpaid winnings from March 22, 2024.

I have adhered to the terms of play and provided all requested documentation to Zodiac on multiple occasions.

Dear imxeenz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I went through your thoroughly prepared documentation regarding the issue.

Let me ask you a few questions to confirm the facts:

Could you please share a screenshot of how the transaction appears in the transaction history in your casino account? (withdrawal section)

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Do you have an email I can send the PDF document with this information and more? The email I have is a no-reply.

Here is a screenshot of the additions: My primary concern is that the 12-month withdrawal history shows false information regarding the first withdrawal in October last year. The history shows two successful withdrawals of $20,000 over two dates, which is incorrect. I did not receive a single dollar, nor did I have another win of that size.

To provide you with a quick update. I have emailed the risk management team twice since my last submission of information 3-days ago and I have still not had a reply.

Additionally, I would like to reopen the withdrawal claim from last year, for $20k, and see what options are available to me other than filing legal proceedings against them for breach of contract, conversion, unjust enrichment and fraud. Zodiac knowingly breached all 4 of these and have attempted to cover it up by creating fake documentation for my account.

If you played down the previous balance, I am afraid the complaint that was previously closed cannot be reopened.

Thank you very much, imxeenz, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello imxeenz,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Zodiac Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you Tomas, and hello Michal. Regarding the first deposit, I am not surprised that played $20k can’t be reopened, but I am still intrigued as to why there are 2x $20k withdrawals showing in my withdrawal payment history.

I have heard from Zodiac Casino and the Risk Management team who say my withdrawal of $2k has been released by the payment team into my bank by swift transfer and it could take 10 days to clear which is a very long time to process a payment internationally these days. Just another way to hold onto money I guess, but I am glad they have decided to pay.

To maintain transparency and to ensure you remain updated I have sent an email to Zodiac Casino, and although Casino Guru is unable to help me with the withdrawal attempt from last year of $20,000, there is now legal precedence to justify my previous claim through other channels. Unfortunately, this seems to be the only way I will be able to get those winnings of $20,000 I was forced to play with. It’s important to note that without this most recent withdrawal delay and payment method, this claim for the $20,000 would not be possible. This is why I now seek redress as any previous attempts were hard to validate 100%. This email was sent on 26 April 2024, and reads:

"Thank you for the response. The money has arrived via Swift payment.

Now, onto my next inquiry. When I tried to withdraw $20,000 in October 2023 to this bank account and followed the necessary steps to verify this account by providing the requested documentation, I received an email stating that the account details I had provided were entered incorrectly on my end, resulting in your inability to process my withdrawal. To respond, I quickly resubmitted the details, letting you know that, for some reason, the suffix section had been deleted and that it was entered in my original submission. I resubmitted the account again as my preferred withdrawal option. Again, I received another email only days later informing me that the withdrawal could not be paid. However, this time, your details could have been more specific as to why.

Given the unavailability of the Swift option, I tried using my Neteller account. However, you told me this account could not be used, citing mismatches between Neteller deposits and your bank records. Neteller was a listed supplier on your website and recommended by your team, yet you tried to avoid the withdrawal, claiming these mismatches as a reason, knowing full well the deposit amounts were different due to the exchange rate differences between NZD and the Euro. After enduring a protracted and frustrating ordeal, I ultimately played with and inadvertently lost the funds that Zodiac Casino deliberately held back, successfully achieving your goal of retaining the money I won. Since then, I have not updated any details of the swift payment option, and I received the payment of $1950 today. With that being said, why was the original withdrawal in October unable to be paid out if no changes were made to the information I provided then? I’ve had no communication regarding my reply to the 28th of November email either, then or now, regarding my phone contact details or any conversation with Risk Management by phone.

Zodiac Casino's failure to pay out the withdrawal requested in October 2023 was unjustified, raising concerns of a possible breach of contract. Moreover, my deposits as a player surpassed the 5x winnings withdrawal limit specified in your terms and conditions, negating the need to withdraw smaller amounts weekly and allowing for a single large sum payment. I have meticulously adhered to all of Zodiac Casino's terms and conditions, maintaining a thorough record of my account transactions, email correspondence, and the documentation provided to verify my identity and bank account ownership, as requested multiple times. This situation does not stem from mere "player regret" seeking to recoup losses incurred through regular gameplay without any restrictions. Rather, it carries significant legal implications, as the financial harm I have endured is a direct consequence of Zodiac Casino's actions aimed at wrongfully withholding my rightful winnings. By unjustly depriving me of my funds for personal gain, Zodiac Casino has not only caused me financial losses but has also breached our contractual agreement, potentially engaging in conversion, unjust enrichment, and/or fraudulent activities. While I can substantiate the claims of breach of contract, conversion, unjust enrichment, and/or fraud against Zodiac Casino, I am simply requesting. that Zodiac Casino promptly fulfills its obligation to pay the $20,000 that belongs to me. The failure to disburse these winnings has deprived me of the aforementioned sum and resulted in the loss of over $4,290 in gaming deposits made to Zodiac Casino, contributing to the $20,000 in winnings. Altogether, this amounts to a substantial loss of $24,290, a sum too significant to overlook without seeking redress, either through private resolution or legal recourse. The decision on how to proceed rests with Zodiac Casino. I hope we can resolve this privately, but if this is not possible, I have enlisted the support of a legal counsel specialising in this field, and my compensation claim will be substantially more than the winnings I am asking for now. 

Right now, my claim addresses only what is rightfully mine, nothing more and nothing less; this is fair and just and should not be seen as a threat in any way, shape, or form."

Hi there

Unfortunately due to the legal threats made by the player I am not able to engage, however regarding the 2 * 20k "withdrawal" transactions in the screenshots - there is no conspiracy here - this is the same withdrawal refunded back to the player's casino account 6 days apart when the withdrawal could not be processed. The player already mentioned that they played with this money above. If you click the drop down arrows to the right of the amount I believe it *should* show where the money was processed to (it should say refund, i.e. refund back to player account).

Casino Guru - please refer this player to eCogra.

Thank you.

Dear imxeenz,

I'm glad to hear that your issue with the last withdrawal has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As for your previous issue, from our side, my colleague already explained above that if you played down the previous balance, I am afraid the complaint that was previously closed cannot be reopened and there is nothing we can do in this case. Please get in touch with eCogra, an alternative dispute resolution center (https://ecogra.org/alternative-dispute-resolution/), and take your case further with them if you wish, as they are the official ADR for Zodiac Casino.

Best regards,

Michal V, Casino.Guru