The player from Kazakhstan had reported that his online casino account had been blocked after he submitted the required documents. He had won $230, which had disappeared from his balance when his account was blocked. He had appealed for the unblocking of his account and the return of his winnings. The casino had claimed that the player had not completed the operator's due diligence request and therefore had instructed him to complete the process directly with the operator. The casino later accused the player of fraud and suggested he lodge a complaint with their ADR (eCogra). The player did so and the dispute resolution process had begun. However, the ADR's decision had favored the casino, stating that the player had not met the operator’s minimum verification requirements. As a result, the player’s account had been closed and his winnings voided. Thus, we had concluded that the player failed to provide the requested documents for verification, leading to the closure of his account and the voiding of his winnings.
Zodiac Casino - Player's winnings disappeared; account has been blocked.
Amount: 106,498 ₸
Zodiac Casino
Safety Index:HighOther
REJECTED
Case summary
won at the casino with $ 10 , $ 230 . requested documents after receiving risk management documents <riskmanagement@casinorewards.com >. they didn't answer me anything, but blocked the account, although it stood for 2 months and was limited in terms of the game and payments. I ask you to unblock the entrance and return the money to the casino account , which for some reason disappeared 2 months ago from the balance .
Hello oleg10,
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 the casino specify the reason of blocking your account? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Oleg,
The document you have provided is a photo of a bank statement for a Halyk Bank account. While this does show incoming funds to a bank account, it does not demonstrate the origin of these funds deposited into the casino from a Skrill account.
Any documents provided should show the trail of funds originating from an identifiable source which were subsequently used to purchase, via Skrill, into your casino account.
Kind regards,
Mark
Risk Management
Casino Rewards
this was the last letter I sent everything and they completely blocked me and the deposits and the entire balance were withdrawn 2 months ago two months ago I asked for different documents periodically I sent everything they probably thought that by delaying the restrictions I would drop everything and not write to them, but this is not so I already have a case for this casino in egogra and they will have to reckon with them
Hello oleg10,
Do I understand it correctly that after this e-mail you forwarded them the requested information (payments from Skrill) and after that they ignored you? Can you please advise if you used your own payment method and balance to deposit into the casino?
This is the same person as this complaint: https://casino.guru/casino-kingdom-player-s-account-blocked-after-document
adr's decision to end all disputes directly with the operator. for my part, I fulfilled all the conditions and received the documents. I am waiting for the account to be unblocked and the funds will be returned to my account.
yes, this is the same person I played in several of your casinos and they turned me off everywhere because you have different casino names, so complaints about a particular one casino. there, the amounts from the balance disappeared are different, specifically in the cosmos 200 casino, 150 euros in the kingdom casino and 230 dollars in the zodiac casino. can you confirm this here?
Hello oleg10,
Would it be possible to post the ADR's decision here as well? If they did reject your case, there must be a valid reason for that. Could you please also forward the communication between you and the casino to nikolas.b@casino.guru?
Dispute DB87B071-0CB7-487A-AC77-DF330F49FA87
Result: Invalid
Summary/Comments:The player has not completed the operator's due diligence request and has therefore been instructed to complete this process directly with the operator.
Date Closed: 2023/08/21 12:00:00 AM
this is the ADR solution. What is due diligence I don't understand? I sent all the documents, I just played it is unclear for what reasons first restricted access to the games and put restrictions? and after I sent all the documents, the casino completely blocked me? why did I need documents at all if the casino initially decided to block me anyway? the most interesting thing is that casinos don't say or write why they blocked me and stole my entire balance. I made deposits and in fact did not win anything, and this money is significant for me? apparently they often do this with players .
Dear Zodiac Casino,
Would it be possible to clarify what exact documents does the player need to provide in order to finish the verification or what else could be done to proceed in resolving the player's issue?
I'm still waiting for a response from our risk team. I will be back once I have an answer.
how is it even possible to wait 4 months for $ 230 ? it's just fantastic and not a casino. at first , the account was restricted , I could not play there , then I sent all the documents , the account was completely disabled . the casino does not respond in the chat, they answer the same thing, risk management does not respond and they do not write anything, what is the matter I do not understand?
Dear Zodiac Casino,
The complaint timer will be now set on you until there will be any update regarding the player's verification process. Please let us know as soon as possible to proceed in resolving the issue.
Hi Nick
I have spoken to our risk guys and they said that this account was closed for fraud and if the player is not happy with this outcome they are welcome to lodge a complaint with our ADR (eCogra). I have no further information and will not be posting any further here.
Cheers
you don't know what else to come up with? accused me of fraud? how is this possible? are these just your words and you don 't have any evidence ? the fact that I won 230 dollars from one dollar, is it in your opinion? what doesn 't happen ? you said all this in order not to pay out , apparently your casino does this to the players . a lot of players write everywhere that you are just cheating and not paying out . apparently everything is so bad with you. let those who read beware of your entire casino group, it was created only for taking money from players. Once again, I repeat that you say anything, but in fact you do not have a single proof in my accusation.
As I mentioned above, you're welcome to lodge a complaint with eCogra. If you are right, you will be paid. Continuing to post here will not get you paid.
Your choice.
That's all from me.
Cheers
Dispute DB87B071-0CB7-487A-AC77-DF330F49FA87
Result: Invalid
Summary/Comments:The player has not completed the operator's due diligence request and has therefore been instructed to complete this process directly with the operator.
Date Closed: 2023/08/21 12:00:00 AM. I have already written to Egor , they said to complete the process with the casino . that's why I'm writing here because the casino and your management are not responding to my emails and the account has not been unblocked.
Dear Zodiac Casino,
Would it be possible to forward a more specific explanation of the fraud the player committed? Please forward it to nikolas.b@casino.guru.
Hi Nick
I can't elaborate any further. Please wait for the response from the new ecogra complaint.
Cheers
Dear Oleg,
As you contacted the regulator, we will be waiting for their answer/decision. Please let us know as soon as they reply. Until then, the timer will be set on you.
COMPLETE CASE FILE NOTICE
This is to inform you that we have received the initial submission of evidence from both parties and can declare that we have a ‘Complete Case File’ for your dispute. eCOGRA will make every effort to conclude the dispute resolution process as quickly as possible however, please note that the process may take up to ninety days.
Best regards,
eCOGRA
Dear Oleg,
Please let us know or post here their decision as soon as possible.
Dear oleg10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I am still waiting for the ADR decision , the review period is up to 90 days . you probably can't decide anything anyway and somehow influence the casino?
Ecogra's decision is final. We must abide by that. You will have to wait for their decision. As I already mentioned above, no third party can influence our decision.
Dear oleg10,
The casino must follow the licensing authority decision otherwise they could lose their license. We will be now closing the complaint as unresolved - waiting for regulator's decision until the case escalates there. Please contact me on nikolas.b@casino.guru once you will receive a respond from them and we will reopen and proceed in the case accordingly.
Dear oleg10,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
Dispute AE02181C-537E-4781-9111-8AFD026A3480
Result: Resolved in favour of the operator
Summary/Comments:The operator acted in line with Clause 4 (ii) & Clause 6 of their Terms and Conditions, when they requested for the consumer to submit documentation for verification purposes. The documentation submitted by the consumer did not meet the operator’s minimum verification requirements, and as a result the consumer’s account was closed and winnings voided. Therefore, no further funds are due to the consumer.
Date Closed: 2024/01/02 12:00:00 AM
Dear oleg10,
Based on the license's decision, we will be forced to close the complaint. The above stated facts clearly indicate that you failed to provide the requested documents to the casino so they could not finish the verification process.
Please always follow the casino's recommendation during the verification process and provide all the requested documents to them.
Best regards,
Nick
