Zodiac Casino - Player’s struggling to receive his winnings.

Dear Don,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person and it might take few working days. It seems that the casino has a strict verification process, but it's not unusual. If all the data, that you have provided is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful and if there is still no development in you case, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

this is what they sent me I live in a retirement home 100+ people same internet so I suppose I am not getting my winnings only 1 person can play there out of everyone apparently rediculous
 

Please note the terms and conditions -

"All promotions can only be claimed once per computer, mobile device, person, household, family, household address, email address, credit card number, IP address or shared computer environment such as a library, workplace, fraternity, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account locked."

By claiming the new player offer on multiple occasions, the terms and conditions of the casino were breached, and so the winnings are void. 

The account will remain closed.

Kind regards

Jarrod

Risk Management.

I’m very sorry Don once again to hear about your problem. I understand the issue now. If the casino detects multiple accounts from the same IP address, they consider it as breaching terms and conditions. If you live in a building with shared housing, there is a possibility to contact the casino ahead of time, before creating an account, and explain them the situation. I would always recommend doing it before, because it’s easier to avoid a problem than resolve one. 

However, I would like to ask Zodiac Casino for their standpoint. Thank you very much in advance.

Hi Casino Guru

This player has already tried contacting myself personally and I had referred him back to our risk management department.

Unfortunately as Jarrod has mentioned, by claiming the new player offer on multiple occasions, the terms and conditions of the casino were breached, and so the winnings are void. 

If the player is not satisfied with this result, they may follow the complaints process listed in the casino website T&Cs (see below) or contact risk management for further information on how to make a complaint at riskmanagement@casinorewards.com. 

Support, Disputes and Complaints

• The Casino Support Centre is available if you experience any difficulties.
• Should there be any claim or dispute arising from past or current transactions please contact us. If we are unable to settle the dispute we will refer the dispute to an arbiter, such as IBAS, whose decision will be final subject to full representation given to all parties involved.

Cheers

Casino Rewards

Well I quess in gunna give up I live in a place weee skit of people have sane address and interetcbut I only made one account my name address email ext so dont know. What there issue is but seems riskmanagment thins. I bricked conditions wen I signed up I did t see anything at all to read so I dunno ur cal bud

Dear Don,

I’m sure you have checked reply from the casino. If you don’t succeed with the Risk Department, you have an option to contact Kahnawake Gaming Commission http://www.gamingcommission.ca/faq.htm

„How do I submit a question or complaint to the Commission?

Questions, complaints and requests for information are received and reviewed by the Commission in accordance with the procedures set out in Regulations, and where appropriate, with the assistance of professional advisors.

Any complaints about a gaming site licensed and regulated by the Commission should be directed in writing to the Commission at the mailing address, fax number or email address given below - or by emailing complaints@gamingcommission.ca. The Commission is committed to responding to all complaints promptly.  Every attempt will be made to facilitating appropriate solutions between complainants and licensees."

Once again, I’m sorry I couldn’t help you to resolve this problem. I will leave this complaint opened for one month. Could you please keep me updated? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck and thank you for your understanding.

Ok thanx

Ok I got Kahnawake Gaming Commission to try to help me out on this now thanx u may close file

I will leave this complaint opened for one month. If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck and thank you for your understanding. Please let me know about the outcome.

Since we didn’t receive any additional information from the player regarding an actual outcome from the Licensing Authority, we assume, that the issue got resolved. We’re rejecting the complaint in our system.