Zodiac Casino - Player’s withdrawal has been suspended.

Good evening. I don't know how to deal with it anymore at zodiac casino I won 1500 without bonus!

The win was acquired with the 16 digit pin code paysafecard kt. I bought a gas station.

But the problem occurred when I wanted to pay, I stated by bank transfer, I'm sure I wrote the data that they wanted as the name of the bank, account number, etc. Everything looked right. After half a month, it all came fine, but finally they sent me an email from probably I wrote the wrong details of the bank so they sent me s5 to the casino account money..so I asked a friend it's my distant relative actually but to explain it to them ... but to help me because I don't speak so much English I don't know the language at all he yes..no but he mistakenly added his payment card and had it paid out while not paying out he still paid 300 to plus with his card, so he had a total of 1800 s but there were no winnings with that card .. and yes we read the conditions that must not be win paid to a different card than I registered in the casino, but as this happened, I immediately wrote a live chat and I also have screenshots of how they wrote me out that they don't see the problem, that it shouldn't be a problem and completely different to me they wrote as I wrote to them .. and another problem is that the casino zodiac has not communicated with me for two months, I still write riskmanagement@casinorewards.com and they seem to have nothing but I have the right money since it was with 16 local pinkod and not cards and I only paid kt. I acquired (1500) with that code. And on behalf of God, they got me blocked..please you if you can help. Thanks

Dear Maria,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. I checked the terms and conditions and found the following rule https://www.zodiaccasino.com/en/terms/ :

"Proof of ownership of the financial accounts used to deposit and / or withdraw from the casino. This would include, but is not limited to, a copy of the physical card, a statement for a specific bank account, or relevant screenshots of other online wallets and methods. "

Next, check out our Player Code https://casino.guru/fair-gambling-codex-for-players :

"Payments

You should only use bank accounts and credit cards held in your name for deposits and withdrawals. Failure to do so may result in problems when attempting to select. This rule is mostly introduced to prevent credit card misuse and also due to international anti-money laundering regulations. "

Please understand that this rule has been violated. Casinos may allow some exceptions when depositing funds from a community card. If you can't prove you're the legitimate owner of the repayment method, I'm afraid we can't do much for you. There may be a chance to resolve this case if the relative's payment card has not been used to deposit funds into your account, but unfortunately we currently have no chance.

Thank you in advance for your response and understanding.

Sincerely,

Petronela

Additional comments from the player:

"Good morning I tried to write off the answer from the casino application. They confiscated my money from any card that was added while my name is configured as the owner, but I can prove by road notarization that I can also handle the account because I am the card holder. wbikym link on your site. That's why I'm writing to you "

Good day,

You can try to send me a notarized confirmation that you are the card holder, but even that does not guarantee us success in solving the problem. I cannot guarantee that the Slovak copy of the confirmation will be accepted by the casino and even the translated confirmation may not be sufficient proof for the casino that you are the owner of the account.

My email address is petronela.k@casino.guru .

PS: The link you tried to write to is for the newsletter, so you could not write to the complaint. Please try to use the link sent to you as a complaint notification.

Dear Maria,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.