The player from Slovakia had his winnings voided due to a third party payment details submitted for a withdrawal. After a closer examination, we ended up rejecting this complaint as unjustified.
Zodiac Casino - Player’s withdrawal has been cancelled.
Amount: €3,000
Zodiac Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I have an account on which I deposited 10 euros 16 places. Code paysafecard ... I won 3000 but I had the winnings paid out on a friend skrill. Win confiscated account blocked. Can you help?
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3 years ago
Dear David,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.zodiaccasino.com/en/terms/:
„If a financial account used to deposit and or withdraw funds is not in the name of the Player registered on the Casino, Zodiac Casino reserves the right to suspend the casino account and or financial account indefinitely."
"If the credit/debit card, eWallet or financial account used to make the deposit to receive the sign up bonuses is not in the name of the individual registered on the Zodiac Casino account, the casino reserves the right to void any winnings. Attempts to withdraw any associated winnings from the sign up bonuses using credit/debit card, eWallet or financial account in a different name to the casino account holder may also lead to winnings being void."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card. If you’re not able to prove that you are a legitimate owner of the Skrill account, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Hello David,
Thank you very much for forwarding all the relevant screenshots. Unfortunately, even if you haven’t activated any promotional offers you attempted to withdraw your winnings to a payment method that doesn’t belong to you. Please see the following rule https://www.zodiaccasino.com/en/terms/:
"Proof of ownership of the financial accounts being used to deposit and/or withdraw from the casino. This would include but not be limited to a copy of the physical card, statement relating to a specific bank account, or relevant screenshots of other online wallets and methods."
"Zodiac Casino reserves the right to confiscate any withdrawal or casino account balance suspected of being linked to any kind of fraudulent activity included but not limited to identity theft or payment fraud."
"If a financial account used to deposit and or withdraw funds is not in the name of the Player registered on the Casino, Zodiac Casino reserves the right to suspend the casino account and or financial account indefinitely."
Please understand that all these rules have been breached. I'm afraid we can't help you with this case. I would recommend checking our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
If you’ve communicated a possibility to withdraw your winnings to a payment method you're not the rightful owner and it was approved, please forward me the relevant communication. I haven’t found it in your previous emails. Looking forward to hearing from you.
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3 years ago
Translation
Additional comments from the player:
"And I would like to send you a previous prize from the yukongold casino rewards casino where I also asked for a skrill account with that name and not the same with my des that they asked for the power of attorney of the owner of the skrill uctu. I thought that when the casino rewards once again asked me to verify the skrill account where my name did not appear but otherwise but the overeboe went smoothly so I had no idea that I would still have to solve something like this. casinos are under one head "
"By the way, I inquired about the screed for life chat. Unfortunately, I don't know about the most. But during the day I will try to find the best, but why did you ask me twice to write the screech from time to time. In the second message If I also ask you to ask for home documents again for verification? I think that you should win this win even if such a situation occurs. I am willing to have my quiet life chat on a web camera with my credit cards for verification. that m8 would really like to negotiate with the casino if by chance it came to a stricter verification of my documents to verify its identity. OP VP .a etc. "
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3 years ago
I’m sure you understand that I don’t work for the Zodiac Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you.
Please forward any supporting evidence to petronela.k@casino.guru.
Lastly, I would like to ask you to reply to the submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.
Your cooperation in this matter is highly appreciated.
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3 years ago
Translation
Additional comments from the player:
"Good morning my name is David and I won 3000eur at the zodiac casino without a bonus..but when there was a payout there was a problem I got a message from them right from me confiscating the win because I broke the rules. While I read all the rules. I own all the documents. I sent them OP VP just what the casino asks LED comes to the payout, so they wanted to leave the ATM account at home, I asked them if I could give a skrill account to friends because I had already played a few times at other casinos such as royalvegas.eu and 0reto I put it on his skrill account because the money will run on the skrill account7 odaco faster than on the bank than I wrote above at other casinos when I win and when choosing I asked 9ch if I can give friends to skrill casino they wrote me down yes but they had the conditions that my friend and I had to have a contract signed by him and a lot of scanned to send them verified everything went well, but what annoys me the most from the zodiac and Yukon gold casino I would he called it one and the same casino, but rewards ... before the progress I won at yukone gold also a bigger win exactly the same thing I wrote above I just asked them if I could skrill friends .. they wrote me out of course they verified everything paid off no problem . But now I have also won a bigger win on the zodiac, I asked them about the skrill or I can ask my friends ... and here is the biggest fail I think. As if they are such a correct casino, I will write right away, no, because such a thing would happen. Please, nice, they wrote to me normally, so that I could write a friend's account, I also wrote it to them. My accounts were blocked for both zodiac and yukone. I try to communicate with them, but they also immediately disconnect or write me nonsensical e-mails, which I should contact when I have any questions. And it doesn't hurt to give me space just to tell them why ... and I shouldn't have the problem to send that bank account if m8 writes NO ALL THE INFORMATION MUST BE THE SAME WITH YOUR NAME. And I would actually say that I was robbed, I charged for 10 euros without a bonus. I won 3000eur. And they made me so disgusting. I hope you can help me! I donated all the winnings that I won to my mother's SISTER, who had her daughter. THANK YOU .Dávid "
Edited by a Casino Guru admin
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3 years ago
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Additional comments from the player:
"But I still don't get it. Is it difficult for you to verify my documents again?
And when it's so hard for you to do the verifications and you can't help me get my winnings here, you could at least give me back 10aur s5 because it doesn't make sense, I recharged for my money not for their patti to come back. the win has reached the right winner as their priority. "
Edited by a Casino Guru admin
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3 years ago
Translation
I didn't take pictures of the communication on the live chat, but I have a power of attorney, and when that's not enough for them, I'll send my skrill .. only when I asked straight, they blocked me
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3 years ago
I'm truly sorry, but without supporting evidence that the option of withdrawing winnings to a third party payment method has been communicated to the casino beforehand we stand no chance to win this case.
I’m very sorry I couldn’t help you to resolve this issue. If you still wish to continue with this case, I recommend contacting Malta Gaming Authority. In order to proceed with reaching out to the Licensing Authority, please use the link below:
https://www.mga.org.mt/support/online-gaming-support/
Please, if you’ll come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. However, I will reject it now. Thank you for your understanding.
