The player from Quebec had been experiencing issues with Zodiac Casino's bonus handling. Despite meeting the wagering requirements, the casino had failed to unlock his withdrawals. The player insisted that the casino's claim that the wagering requirement was 30x the stake was false and that it was actually 240x the stake, based on his calculations. This resulted in him being unable to withdraw his winnings of around $10,000, which he believed amounted to false advertising. The player provided screenshots and other evidence to support his claims. The casino had responded that the player had claimed multiple bonuses in a row without depositing in between, which meant any wagering requirements would carry forward to the new bonus claimed. Based on the casino representative's recommendation, the player was asked to contact the casino and request the necessary data so the Complaints Team could perform a full review. We found out that the player's proof basically supported the casino's claims. The Complaints Team concluded that the player's disputed winnings were lost by playing. The Complaints Team closed the complaint, rejecting the player's claims.
Zodiac Casino - Player's winnings blocked due to bonus issues.
Amount: Can$10,000
Zodiac Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Deceitful x240 impossibility
The bonus was not applied, even with supporting evidence for a VIP point bonus of $156. I bet $13,500 after betting $4600, which gives x30 the stake. This should have unlocked the withdrawals as indicated, but never after betting $13,500 did the withdrawals unlock. I was told that I had only reached half of the bonus.
This is false advertising and I want what is rightfully mine, around $10,000. This should have been unlocked for withdrawal if their system was set to 30x the stake and not 240x. It's a scam, and Quebecers should never visit their site. It seems like a gift at first sight, but in reality, it's a well-founded scam with ample proof.
Even after submitting my player and betting history, they find reasons that were never mentioned before.
And these reasons are unjustifiable, they provide figures that make no sense. I provide calculations and historical data - including information about the claimed bonuses taken from their site.
Hello jeanbedard89,
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 kind of bonus did you claim exactly - are there any terms and conditions to it which you could forward? Is it possible to forward your full betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Zodiac Casino states on the website that you have to bet 30x the stake to get the bonus, this is false and should not be allowed to do this, the calculation is simple
156.00 bonus loyalty point
Gain gain approximately 14,000
______________________________________
$156 x 30 the stake gives approximately $4680
But even after playing the amount such as indicating it did not work and the withdrawals did not work due to the bonus even after having bet the entire $14,000 the system considered that I was still missing $89 of the bonus to play which gives 240x the bet and even more then its lying
The system was programmed as 240 x the stake and all the proof found
I want all Quebecers to be warned of this scam on the Zodiac casino bonuses. It disgusts me to see this and I say big and strong noway to the bonus. its lying instead of x30 the stake its earlier 240 x the stake and even more
I want the world to know loud and clear
That zodiac casino we program their program as 240 x the bet and not as 30x the bet as they say yes he writes to me but seriously it sort of bullshit which is useless to know me when I say x30 after you withdraw his steps 240 x the bet is lying and fraudulent and no it is illegal for those Quebecers who are serious I want to shout loud and clear no to the bonus
Hello jeanbedard89,
Can you please forward a screenshot of the exact bonus you claimed with it's conditions and wagering requirements?
Please note that you asked me for $156 casino bonus Rewards
And the proof of the bonus conditions for withdrawal said by Zodiac Casino represents and well he finds a lot of lies to not pay and its really deplorable all Quebecers must know that it is lacrosse and that its false advertising and I shout loud and clear no and we must not encourage this.!!!!otherwise where are we going
Everything that Zodiac Casino tells me is the bulshitt just to not pay and so that I don't say who its crosseur and who is a false representation even with the proof that I have....
Seriously if he seriously wins that you have an adoration towards the casino because seriously it is concrete and everything proves who is lying. and who should pay
Seriously the casino affirms loud and clear that its 30 times the stake so seriously who assumes and who pays seriously I have all the proof and I would not let it pass opire a class action and 15 to 20 people follow the case and their loan goes into the pile for who pays who must and we are not scammed them
Hello jeanbedard89,
Unfortunately we would need the full betting history from the exact time you claimed the bonus to check if it was correct. Was there any max bet set for the bonus you used?
I can't get my serious player history and the max bet was unlimited and it was x 30 the bet proven in addition by a representative of the casino can you ask the casino for a copy of my player history all i and serious c It's really ridiculous to make the world believe that its possibilities and that it's a gift
Thank you jeanbedard89 for all the information provided. As we will need to gather more information and evidence, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, jeanbedard89,
I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Zodiac Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Zodiac Casino team,
Could you please provide us with a detailed explanation of the player's situation?
If needed, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Hey Branislav
It's really hard for me to see what is going on here because the player claimed multiple bonuses in a row without making a deposit in between which means any wagering requirements would carry forward to the new bonus claimed. I also see they had pending withdrawals of around 12k that they reversed at the beginning of February.
There is a note here for the player to contact our risk management department. I'd like to invite the player to do this and in doing so they can request their play history that show their wagering requirements. This might give a clearer view of why the wagering requirements were higher than expected.
Cheers
Warning
Zodiac casino bonuses are pure and simple fraud. And you have to say no to this kind of activity which just serves to enrich the casinos at the expense of poor people, honestly it's supposed to be 30 x the stake I, but playing the bonus of $156 x 30 is equal to 4680 then see you this amount if the casino would have been set as 30x I would have been able to withdraw well no. it's fraud at the very least
300x the stake and there is no supporting evidence, I have provided you with everything which proves that it is the truth
And no all the time I only had a bonus that I finalized and that I deposited and I took my VIP points
To get the bonus and no seriously I go write as casino zodiac it was just to lower the deposits in my casino account that's just why I don't understand why they say that
Please follow the instructions above or add new information. If the same information is repeated I will not be back to reply as this is a waste of my time.
Cheers
Casino zodiac is a fraud he no longer knows what to answer because he knows that I am right simply I send all the
Proof which demonstrates that I am right and the proof to support it and they are nothing other than bogus excuses which do not reflect the truth, they are lying and must be shouted loud and clear so as not to face any other victim like me, the poor ones people should stand up and say no to fraud and scams which represents when we say x30 it should be a letter and not 240 to 300 x the bet its lies I will not stop there and I hope that you were with me and that you go put it visible for more than its reproduced casino save that I am right and give no proof just bullshit
I've told you what you need to do. We are going around in circles here.
If you don't want the casino's help, please submit a formal complaint with ecogra.
This is my last response here. Branislav we can wait for ecogras ruling. Thanks.
Yeah I want casino guru to file a complaint as ecogras because seriously you have not provided anything justifiable to be honest just bullshit I arrived with supporting documents and concrete and historical proof of player which proves that it is false your I'm not stopping this because I want everyone to know that you are fraudsters and liars and scammers and we have to shout out loud and clear no to this kind of thing otherwise we'll get lost
Casino zodiac does not want to resolve the situation it simply wants to suffocate
The situation so that no one knows that their bonus is a lie and a fraud.
And should lose their license for more than this to happen again
casino guru can you send it all as ecogras and file a complaint for me I give you permission and our file is concrete we must do this for the Quebecers and others who are being fooled by them with the bonuses its lying and fraudulent we must shout it out loud and strong for more than anyone to have
Casino Guru cannot file a complaint with ecogra on your behalf. You must do this yourself.
https://ecogra.org/alternative-dispute-resolution/ - scroll to the bottom.
Thank you both for your replies and the information provided. I am sorry for the delay.
As I can see, nothing new was provided, and there is no progress at all.
Dear Zodiac Casino Team,
As for submitting the complaint to eCOGRA - considering all the above information and explanation, I think we can solve the matter on our side without wasting eCOGRA's time. So, I would like to do it a bit differently.
I hope you meant that you will not further reply here, but the casino will be able to cooperate once the user contacts it and asks for the data and details.
Dear jeanbedard89,
As the casino representative mentioned, we will surely not submit a complaint to eCOGRA on your behalf, and you have to do it yourself if you want to.
One important thing - I sincerely hope we are not talking about consecutive no-deposit bonuses here. If you really thought that you would only take free money from the casino without restrictions until you win, and then simply withdraw 10,000 CAD, you should think more about that. It does not work like that. Nowhere.
How did the casino enrich if, if I understand it correctly, you played with multiple bonuses (free money from the casino) without making any deposit?
Then, there are other things - it is unusual for the maximum bet amount for no-deposit bonuses would be unlimited, as you claimed above. In addition, no-deposit bonuses usually have a maximum cashout limit.
You provided us only with screenshots of a few bets where it is possible to see your balance, without any details about bonuses/deposits/wagering requirements/etc., so what "all the proof" are you talking about now?
Please note if the disputed winnings were accumulated with a no-deposit bonus or consecutive no-deposit bonuses having a maximum cashout limit, even if you had 1,000,000 CAD in your balance (with an active bonus), you would be able to withdraw only the maximum cashout amount. However, it depends on circumstances, meeting the wagering requirements and when exactly were the winnings accumulated.
But, to consider everything sufficiently on our side, we would need more evidence. Since we try to help players with their issues, for free, we also require their full cooperation in resolving their complaints. The casino is not the only one who is obliged to cooperate and provide us with the necessary evidence. And, as I can see here, everything you need to do is to contact the casino's Customer Support or Risk Management, which will be able and willing to provide you with it.
Now, the part that we will do differently from this moment.
We need your complete game logs and transaction/bonus history, and if I remember well, your account is still active and accessible. Since you can request the necessary data/evidence from the casino or find it in your account, I would like to ask you to follow the instructions provided by the casino representative above and forward me everything.
It would be highly appreciated if you could ask the casino to send everything to you - complete game logs and transaction/bonus history if it is not shown in the game logs, and then share everything with me via email (branislav.b@casino.guru).
I would also like to ask you to add me in the CC of the email you will send to the casino so I can see you did it.
Please note if you fail to cooperate or send me all the requested, the complaint will be rejected.
Thank you for understanding. Looking forward to hearing from you.
++ Zodiac Casino Team, can you share with us the email address of the casino's risk management department or a link where the player could find it?
Hi first of all the proof that I deposit funds in my casino account is that to have vip points you have to deposit and the more you deposit you have the right to claim our vip points which gave me 156 I explain everything to you 'team
And all my bonuses were legitimate I always deposited before having a bonus it's the rules as casino zodiac
No, I no longer have access to the account, I had it closed but I will send you all the proof that I keep on a hard drive
Casino zodiac we send no proof which justified the time 240x and not 30 x the stake I sent it to you
And everything is legitimate, they have not provided anything, they will not send you my player history for this serious account because that would prove who is lying
And I don't like that Quebecois
This face has this kind of lying bonus which only serves to deprive the person who asks for it
It's a fraud and I hope you won't let this happen because seriously now
I am honest to ask the casino who sends you supporting proof, they will give you nothing just words
For the moment it's a light attempt on their side and I'm sending you proof which proves the stratagem
It will only increase x30
The world thinks it's okay
And no the system is seter ace of x240 as 300 the bet which is impossible and false which proves the opposite
Seriously, I sent you supporting evidence proving my points and that.the setting of the bonus machine.is setter as 240 and 300 x the stake
And not as 30x the stake as said by the representative
And Zodiac Casino we send nothing as an attachment which justifies their point just bullshit
we must shout loud and clear, no, it's criminals who harm our activities and who use false representation to achieve their end.
I earn 14,000 with vip points
Supporting evidence that I have.send to you
156 x 30 = 4680 so 14,000-4680 is equal to $9320 that the casino should have released well no then its lying.
Even after playing 14,000 there was still $80 left! Half the bonus so it doesn't work and that's why I say 250 as 300 x the bet
Zodiac Casino has not answered your serious questions at all, only words and nothing concrete in justifiable proof and I have sent you everything.
Hey Branislav
The player can send an email to riskmanagement@casinorewards.com and request their playcheck history that shows the transactions. Unfortunately you will not be able to contact them on the player's behalf. The player will need to do this themselves. I will send an email to the team to let them know to expect the email from the player.
Cheers
It's done, I sent an email to have my history at the address indicated, it will prove that I am right 🙂
I have not yet received the Zodiac casino email so yes I am cooperating to date it is Zodiac casino which is not cooperating apart from saying bullshit I don't know who we are sending to you casino guru but nothing relevant
The bonus is fraudulent at Zodiac Casino it is written 30 x the stake which is beyond any doubt 250 x the stake which makes a big difference the Quebecer will think who can make money at x 30 the stake but it is impossible at 250 the stake to reach and seriously it disappoints me a lot
I deposited several amounts in this casino. The bonus that I claim and when you deposit amounts more than that gives you vip points and you can exchange them for money that you can play at the casino $156 Canadian
And there is no maximum withdrawal to withdraw with this bonus
And I don't have access to the account I wrote to them I'm waiting for the mail
When I saw the amount x 30 the stake I could not withdraw and seriously even after having played $14,000 he said that the bonus remained $86 before being able to withdraw already you see that its really legitimate it makes the Quebecois believe that his feces when basically it's false advertising and I want my money which should have come to me $10,000
It's done, go check your enamel
Branislav I send everything if it doesn't work here I send it higher again I want everyone to know about this scam which has surely been going on for a long time for more than just to happen
Thank you, Zodiac Casino Team, for your willingness to help and cooperate.
Dear jeanbedard89,
Thank you for your emails.
The file you sent me is .csv. How did you check it, please?
Did you split the data in Excel or did you open it in another app than Excel and see it split into separate columns?
If not, can you please try it and let me know what you found out?
The simple manual in the screenshot could help you with that in Excel. By selecting the cell or range of cells please understand selecting all cells in the first column.
Then, if you saw it correctly or once you have done the above, I have a few important questions.
Do I understand correctly that although you accumulated some significant winnings before, everything was lost by playing, and you even used another no-deposit bonus after losing the disputed winnings?
Unfortunately, I cannot see any deposit(s) there.
I can see you use Gmail - great! Please, send me the file/gaming history once again, but as follows:
- Open your Gmail account inbox in one of the common internet browsers on a PC
- Find the email from the casino (risk management department) with your game history, and forward the whole email communication by clicking the mouse right button on it and choosing "Forward as an attachment" from the drop-down to my email (branislav.b@casino.guru)
Looking forward to hearing from you.
Firstly: it really doesn't matter whether I took another bonus afterwards.
2nd me why you don't understand in order to have 156$ of vip points it's points that you pick up by depositing money in the casino and then you can take the points it insists the person has to deposit more to get the bonus
3rd I just want to say that I personally sent the player history to you and I found it and the proof that seriously
The Zodiac casino system should have unlocked the funds from approximately 4700 but this is not done, it is a bug or seriously the programmer has programmed the machine as 280 x the stake which is illegal and really false and criminal advertising
Thank you for your emails, jeanbedard89.
However, you have not forwarded me your game logs (.csv file from the casino) in the requested way.
In addition, I can see a few problems and discrepancies there.
I believe we are talking about the same game logs (.csv document) - can you please check the last game played on January 14, 2024 - the last value? Can you see that your ending balance was 1.06 CAD (15:47:38 on January 14, 2024), later played down to zero in the following days by a few other bets?
This is what remained from your higher winnings. Why did you not submit a complaint while you had a balance there but decided to do it only a few days after all those winnings were lost by playing?
What do you expect from us now if it is clear we are basically talking about non-existing/lost winnings?
One more important thing - you still refer to a 156 CAD bonus/reward, and you also provided (several times) a screenshot from your casino account game logs, which show this amount. Are you aware that it proves you manipulated the .csv file with the game logs from the casino before you forwarded it to me?
There are missing rows in the .csv file, and the amount of 156 CAD as a starting balance is not there at all.
Or do you have any other rational reason for that?
Unfortunately, nothing changes the fact that your disputed funds were simply lost by playing in 1 day.
Please note if there is nothing essential that could change the situation and the above-stated, the complaint will be closed/rejected.
Seriously, do you think that I retouched the file, no, I asked for it as Zodiac Casino and I sent it to you, we would say that you are part of the casino and seriously, I am really disappointed with your service, it is really useless, you are not served very well. thing I show you the proof and the supporting documents and you get me out of the bulshit who takes part in the casino
Close my account. Because in any case it will be useless your service tells you that my file has been retouched wowo seriously really anything it's really crap your service
Thank you for your opinion, jeanbedard89.
But your proof supported the casino's claims and the fact that your disputed winnings were lost.
I do not think, I am sure about it. Basically, therefore I asked you to send it to me in the requested way before so I have the original file from the casino and confirm it was not manipulated. But you failed to do it.
Alright, let's not drag it unnecessarily out.
Based on all the above-stated, the complaint will be closed/rejected.
In addition, your account on casino.guru will be closed at your request.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, Zodiac Casino Team, for your help and cooperation. As mentioned earlier, you can see that we were able to reach a clear outcome without the involvement of the regulator/ADR in the process.
Best regards,
Branislav, Casino.Guru
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