Zodiac Casino - Player's withdrawal wasn't processed.

Made my initial withdrawal request on January 31, 2023 for $1500 then for $5000 after winning some more. On Feb.1, 2023 I recieved a notice that they needed more verification docs which I submitted and all were appproved the following day. On Feb 2, I had reversed a $1000 and won an additional $18643. By Friday, Feb.3,2023, I submitted another withdrawal request in the amount of $21,500. After getting on chat , and being congratulated on my win, I was then informed that becuase my withdrawal was 5x or greater than my deposits, that I would be paid out $4000 every Friday beginning the followong friday.

That following Monday I noticed my withdrawal still sitting in pending. It was well past the 48 hour wait time and despite receiving multiple notices that my withdrawal was being processed, nothing ever changed or came to my MuchBetter wallet. On Tues, Feb.7,2023, I got on chat support to see why my withdrawal was still in pending. It was then that I was told by chat support that riskmanagement was asking for additional docs. I was confused as all my docs were approved 5 days prior this request.

Regardless, I emailed riskmanagement with every doc submission I had already been approved on and was told they would get back to me within 48 hours.

To this very day, I still havent heard back from riskmanagement and my withdrawal is gone. This withdrawal should have been sent first Feb.4,2021 for the withdrawal requests of $1500 and then $5000. I was told many times my docs were approved and told by chat support I would receive my money on friday.

Its important to note that prior to this incident, CR and I made an agreement to combine all my extra CR accounts into 1 and under 1 email. I agreed but CR made no effort to ensure this was done. I went on chat multiple times to ensure this sort of thing would not happen if i were to have a good withdrawal and look what happened. I have email confirmation of this agreement.

Also, a cpl months back I had had enough of CR's crap. I wrote in to CRHelpDesk with my request to be self-excluded/deleted/blacklisted or whatever they had because CR sites do not offer this option to players who do NOT want to play or be contacted by CR anymore. There is no way to quit.

Regardless of these facts, my deposits just in the past 365 days alone exceed $20K. However, CR history search only allows a player to see all their transactions for the past 1 year maximum.

Either way, I want my money. There was no 3rd party deposits, all deposits came from accounts under my name and emails I own.

CR's silence in this matter just shows what has become of what was once a pretty good platform.

Dear moneymonsta73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise what is the status of your withdrawal(s) currently? What is your current casino balance?

I checked the responsible gambling options on the casino website and I found this: https://zodiac.casino/en/responsible-gambling/

Self-Exclusion

Should you feel you have a gambling problem and require a short or long term restriction, we offer a Self–Exclusion option.

Cooling off periods between 24 hours and 6 weeks

6 months self-exclusion period*

Please note that once a self-exclusion request has been applied, we will not be able to reverse this decision. You are advised to carefully consider this decision before committing to a self-exclusion and discuss your situation with a gambling help group if you are in any doubt.

In order to initiate a Self-Exclusion period because of a gambling problem, please contact our casino support team to discuss the available responsible gambling options and to decide which would best suit your needs.

Could you please advise if you tried these options in the casino? What specific feedback did you receive?

Looking forward to hearing from you.

Best regards,

Tomas

My balance is 0. Its gone. The self exclusion isnt my primary concern right now. If they dont want me to play here anymore so be it but they are going to pay me first. They mislead me, they outright told me it was being processed, they told me i would recieve my first payment of $4K last friday, they told me my docs were approved and not a single person from CR even had to decency to reply back to me. And still 15 days later I still havent heard a peep from anyone. The only chats ive had is with chat support(which I recorded and have screenshots) and email notifications telling me that multiple withdrawals are being processed. To leav eme hanging like this, especially when my deposits by far exceed this withdrawal is like spitting in my face. Pure greed. They have ignored me for quite some time now and they could have settled this easily but choose to screw me over.ill even take half because i know what there issue is, they are just scared to deal with it because it goes against their own policy but its on them. Not me.

moneymonsta73,

Could you please forward any relevant communication between you and the casino regarding which documents were requested from you? Also, has the casino followed up with you regarding your self-exclusion request when you requested it?

My email is tomas@casino.guru

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you for your emails moneymonsta73.

Do I understand correctly your withdrawal was processed and your money received? Have you received your withdrawal in full, or is there any outstanding withdrawal that still hasn't reached you? Please let me know. Much appreciated!

Dear moneymonsta73,

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.

Sorry im here. Its been a sham. The entire thing. What does someone do when the vendor lies to KGC & Ecogra blatently , knowing that Ecogra would dimiss my claim if anther regulator was still investigating. Only thing is, is the KGC was done their investigation 9 days prior to that.

They also, lied about nearly every important date and course of action to KGC.

I can proive it and prove Zodiac took actions that are in compliance to the withdrawal request process. I can prove it all but Ecogra nor KGC will re-open my claim...

sent to your email thomas.

thanks

I went over the document in full, moneymonsta73.

Prior to the self-exclusion on the 22nd of February taking effect, was there any balance left on your account? Was there any balance confiscated due to accusations of the casino's risk department about multiple accounts?

Please let me know.

Hi Thomas,

There was $17,500 left when this took place. it was in pending....still....I went to sleep , woke up, checked again and it was gone. Then I checked my email and there was the first and only time I got an email response from RiskManagement to inform me my account(s) were closed.

But like i explained, this was common knowledge and accepted by the casino for a very long time. This wasnt new and in fact, I recieved promotional emails at times, where if you scrolled through the email (as some are long when new games come out and whatnot, i think its the 'newsletter' one)but at the very bottom where it lists your associated CR accounts, my list was always shown along with usernames and associated CR sister sites.

And no money or problems were ever told to me directly from RiskManagement. Not even during this dispute or prior to it. I was only ever told by 3 different chat support people. but never did they ever specify what RM wanted besides what they had just approved on Feb.1,2023. Told to contact RM and they would get back to me in 48 hours or less...they never did.

To answer your question above, RM never even got back to me UNTIL the self exclusion that they fabricated on Feb.22 came into affect.. Then thats when i heard from RM...jus tto tell me my account was: See below...

(just click on it , itll expand so you can see it)

RE: Why Am I Still Locked Out?

From:

Casino Rewards Risk Management 

Hello,

 

Thank you for your email.

 

Your casino accounts have been locked due to negative history links.

 

This include transactions not being honoured and a number of duplicate accounts being registered, the Casino Rewards account are now blocked due negative history we are unable to unlock your casino accounts.   

 

Kind regards,

 

Sally

Risk Management

Well, my faith in online casino FAIR dispute resolution, has completely died. In this day and age, it does not exist.

My last hope rested with Malta and this is what they said:

Please be informed that since 1st April 2019, the MGA will no longer be delved into the merits of a dispute between a player and a B2C licensee, since this function is reserved for the relevant ADR entity. It is also important to point out that as a player, you are still able to opt for further channels of redress like for example a legal opinion regarding this incident.  

Unreal.

Im at a total loss for words and can't even concieve how Zodiacs word carries more merrit and solidarity, than actual visual and dated documents showing the illicit actions and intention misrepresentation by chat support and RiskManagement alike....

If they could do this to a loyal player since 2015, they would do it to anyone.

Avoid Casino Rewards like the plague.

Im done here.

I am sorry for not replying sooner, moneymonsta73.

Thank you very much, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello moneymonsta73,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Zodiac Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Zodiac Casino,

 

Can you please provide further information regarding the player's withdrawal and the blocking of their account?

 

Kind regards,

Adam

OK. That would be nice if they responded and talked to us thru this channel. Thnks for keeping this case alive

. I appreciate it immensely!

Hi all

 

I've gone through the data on this case thoroughly and can see the following:

 

- Per our licencing requirements, we required the player submit documents before releasing the withdrawal. During this time the player elected to reverse their withdrawal in full.

- The player made remarks on 21st feb regarding gambling concerns, and the accounts were subsequently disabled the same day with a permanent exclusion applied on 22nd.

- There is no prior correspondence from the email address on this player account regarding self exclusion.

- The player has made complaints with both ecogra and KGC - ecogra dismissed the complaint due to the open complaint with KGC. There are other factors in this case that cannot be posted publicly that were shared with KGC. KGC ruled in our favour.

 

As far as I can see, all of the information provided to the KGC is correct. The claims by the player that we lied are false.

 

Since we are bound by the ruling of the licensor and not a third party complaint website, I will regard this case as closed.

 

Cheers

Hey Adam (Casino Guru),

Is this really how 'talks' are settlerd??

THis isnt a talk. This is some jerkoff, from the casino , who was told what to say and to end the convo quickly without even and chance at resolve.

Please, you have to post this is the forum. I beg you to.

HAve you read my long pdf i put together and submitted to Thomas??

Everything this ZOdiac Rep just said , basically shows they are lying.

He is 100% inaccurate about every single point he/she made in the comment above.

He is talking about a timeline, that isnt even close to when i withdrawal request started.

He lied about the Ecogra dismissal, the reason why , the whole thing he put there shows exactly what ive been telling you and every one else...

They are purposely lying and avoiding this conflict at all costs, and do you know why?? Because the things they did, are grounds to have the license removed from Canada and hiopefully from the internet.

They fucked up and used me and my withdrawal to fix it , by throwing me under the bus.

His comment about Ecogra is wrong, the timeline is wrong, the self exclusion comment is wrong...

Ive showed you and submitted sound proof of their illiciet actions.

DOnt tell me this is the end of it, and that once again this piece of shit, mjust walks in all snide and tellls me what happened and then says case closed??

I dont think so.....If you have any talks with Zodiac, you tell them its about to get alot more damning and real ...

THey think ADR online is all they need to deal with??

THey are done for.

As a signof good faith and just because i need this money like now, they can pay me $12,500 by monday morning in Alberta.

THats 3 days, or else this goes live and national.

You think not, my sister is a 3 time Olympian, she has connectioins with CBC, Marketplace and the SUN newspaper corp. As well as contacts in Lake Placid and across the U.S.

Zodiac will not recover from this if they choose to go this way.....

I have everything that shows how malicious and outright dirty they have been.

Im done with this charade however and they either pay me, to my MUCHBETTER wallet, by Monday March 27, 2023 by 12 pm M.S.T. or they end up paying alot more than that.

So Zodiac, now its on you! Pay me half privately, or pay me A-LOT MORE PUBLICLY!! Its up to you.

Ill show you as much respect as you have towards me, which is 0.

And you , Zodiac's messenger person, you have no idea what your talking about and jsut wanted

to thank you for the comment you left above.

Little do you know that all it does, is fiurther strengthen my claim against you.

Not 1 of the points you made, are true to any degree.

Your talking about a timeline amost a full month after it started on Jan.31, 2023. Moron!

You arent bound to anytihng you clown!!

You think it ends here, think again...

You guys have 3 days to pay me or I put you all on a national and international stage so everyone can see just how dirty and illiciit you really are!!

Never in my life did I think C$R would ever do this to me...i deposited so much money with you guys and you paid no problem but as soon as it got a little tooo big for you then you decide to steal it from me??

Just you wait.....youhave no idea how public this is gonna be.

Dear moneymonsta73,

While I appreciate your frustrations with this situation, if you wish for us to continue investigating this case I would ask you kindly to refrain from using language that could be considered vulgar or insulting to any parties involved, further instances of this will not be tolerated.

To answer your previous question, yes I have read and reviewed everything that you have submitted.

I have contacted the casino for more information and clarification of some points that have been made.

I will update this thread accordingly.

Kind regards,

Adam

Hey My Know Notihng Zodiac Rep,

You wanna see something thatll make you look about as stupid as the people you work for??

TOO BAD!! im gonna show ya anyway, MORON!!

Click on the image to make it bigger, in case you didnt know how to view it properly.

Look at the dates in the top right corner.

Now look at the last Ecogra notice I got.

See where the red arrow is pointing, hmmmm, looks like you just made yourself look like a idiot and further discrediting yourself and Zodiac Admin and everyone else involved in this.

You will probably NOT be the Zodiacs Rep much longer. Then again, you just might be. COnsidering how stupid you all are gonna look on a national stage.

3 days as per my instructions 2 comments above this one. If i dont have my money by Monday, you'll be a in for such a surprise youll wonder how i person was able to do this much and bring so much attention to the CR website that loves to hide behind a facade of smoke and mirrors while intentionally lying to regulators here in Canada.

Think abouit it well over the weekend. Cause if i dont have my money by MOnday at noon, MST, its on!

And to think, the images above, are just 1 OF EVERYTHING you mentioned above as being 100% WRONG!

Case OPEN!!!!!

CHEERS!!!

What comment? The clown comment?

You have to be kidding me?? You invited them to come and talk to us about this.

WHat they said and did isnt talking..

it saying whatever your forced to say then running away...

ANd no you dont k nwo my frustration,.... not a single bit.

maybe if you were homeless and needed that money , as bad as i do and did back in January when this first started then you weuld know what i feel ike or how frustrating this is...

Not a single thing the rep said was true..

Not one.

If that doesnt tell the story then i dontknow what does but they have till Monday at noon to pay me half of it.

$12,500 by noon on Monday or I go National and have already sequestered an attorney, who has been instructed to hold off until monday at 12pm M.S.T.

if they pay me before then, it ends. Nothing more. if they dont, they will have so much attention from news people and online magazine people they wont know wha to do. And then im coming for what they stole and all punative damages as well.

itll cost them hopefully their license in Canada and be kicked out completely out of this market.

You guys really need to change your 'awesome' review of this casino.

Ive showed you exactlly how they are , andf what lengths they will go to, to avoid any wrong doing

The reps comments above actually gave my side a massive boost beause it shows there is deception all over their side of the story.

How condemning doe s it need to get??

Hi,

I am curious to know,

Why is their 1 and only reply still waiting for approval? Without their input in this chat, it kinda makes the rest of

it, not make any sense. Is this NOT the effect we are going for ?

Just curious about why their comment and my comment right after theirs that pretty much makes the Zodiac rep

look kinda foolish and at a loss for words.

Dont you think?

So why the delay, when I had comments before and after those 2 ledgers, that were approved.

Or is this another 'give them time to respond' policy of some sort?

This extra, time, and allowance(s) are what is making A.D.R. less and less effective.

Why should a justified player, on any platform, be the one who is under pressure and crunched for time, at every

step of this process and the vendors always get 7 to 10 days or longer if they want to respond back, if at all.

Who are the ones making the lions share of the profits here? Vendors.

Who can basically decide on a daily basis, whose lives or excitement or joy will they ruin today, for something

fromt their home life they brought to work and are just having a bad day, and so someone like me, gets outright lead down the road of no return and all bets really are off because they leave you with nothing. Not a reasonable explanation, not an apology, not an attempt to maybe met int he middle at an ammicable resolution.

No, not this group. They will happily allow you to deposit thousands of dollars per day, unchecked, unaddressed and uncaring if you put your entire life savings in there.

ANd YES! It is exactly like that. I would MORE than willing to post the exact screenshots from all my funding sources that shows many many times, I was allowed to deposit $250-$600 a day for days on end.

Not a single email notice came my way, nobody on chat would take 30 secs to perhaps strike up a candid conversation with you just to see if your ok or ask how your doing today.......anything to maybe distrupt the players relentless depositing frenzy for just a few mins and touch base with them....sometimes thats all it takes.

THATS RESPONSIBLEGAMING! Thats being a stand-up vendor and genuinely caring about the well-being of your players. Not just Zodiac but ALL associated CR gaming sites do the exact same thing.

Having ResponsibleGaming, come and stick their nose in the middle of a WITHDRAWAL DISPUTE, is NOT ResponsibleGaming. Call it what ever you want, and when inspectors come around make sure you vaccuum the floors, put away the dishes and don a great big smile when they come in the door.

Its a fascade. CR has grown so big, that they have lost the genuine and most important aspect of gambling. And that is too have fun and ensure your players safety.

Anyway, pleaee post THEIR comment. People should ge tthe chance to read it. They were invited here, they accepted so people need to see it.

And again, NOT a single point made by them is accurate or even remotely correct. Every single thing that rep said, IS a 100% lie AND FABRICATION OF THE TRUTH.

THe one main thing that separates ME from ZODIAC during this entire ordeal, is that I can prove EVERYTHING i claim to be fact. And I have. ZODIAC has proven nothing. AND if Zodiac is implicating KGC into this, then itll get even deeper and more public.

My offer still remains. Pay me by Monday March 27, 2023 at 12pm M.S.T. or we go to Court of Queens Bench and settle it there and for alot more money.

I'll Talk to you when i talk to you.

Hello moneymonsta73,

Thank you for your additional comments. The message not being approved was an error on my part, and for that, I apologize. This has now been rectified.

As mentioned I am still awaiting further response from the casino, and it is our standard procedure to afford the casino 2 periods of 7 days each to respond, otherwise the complaint will be closed as 'unresolved' and will have a negative effect on the rating of the casino.

Kind regards,

Adam

Really? If they choose to do nothing, and remain as unprofessional and untrustworthy as they have been, and depsite ALL of the proof that i have submitted, showing their actions and misleading comments and everything combined, then all they get a poor rating here?

And it goes unresolved?

That seems like such an insulting and far from fair resolution to this issue. I know you guys can only do so much and have no authoriative power but dam, cant you reach out to KGC or Ecogra on my behalf and ask them to reopen my file?

THey dismissed my claim BASED ON THE LIES TOLD TO THEM BY ZODIAC. Surely that must count for something.

Otherwise what is the point in having all these intermediary groups and platforms if there is no accountabilitiy or fairness on the players side of things.

Can a player simply TELL their side of dispute and get the result they are looking for? Nope.

Not even once.

But a vendor, can manipulate pretty much every part of a dispute so that the results fall in their favor.

That is so NOT what these A.D.R. methods and procedures were created for.

There is a certain criteria and mandate that outlines what the regulators will and must do correct?

THere are some parts of it that must pertain to the rights and the obligations to the player as well.

Is there not?

Both of the regulators in my claim. were MISLEAD INTENTIONALLY , in order Zodiac to ensure they dismissed my claim. And they knew to do this because Zodiac knows what there next actioins will be because it is a specific order of actions, one way or another.

I mean how simply is that to figure out? Zodiacs actions in this siuation are laid out like a poorly scripted, childrens level mystery novel. You dont even have to investigate very far or deep to look at the documents submitted and the entire story from beginning to end tells itself.

The one single comment left by the casino rep above , shows without question or doubt, that they arent even smart enough to follow the correct timeline when this occured. Last year, you guys dismissed another claim I had BASED on that exact same metric. Because my dates weren't consistent or even close to when the event actually occured. But the vendor can miss it by nearly a full month and it flies??

DO you know how many sleepless nights and sheer hours I have spent complying all the information, and putting together to show exactlty the sequence of events and who said what and when?

I needed this money back in january. I need it now even more. I am facing my life being turned upsiode down because I have fallen behind on everything while waiting for this to be resolved. All my lifes belongings and stuff I have amassed over alifetime will be sold at auction if i dont find a way to pay for it by April 4. THats a fact. I need a vehicle. I need to help my dad and I need this fairly assessed and a fair reolution result.

DO you actually think a casino that makes the revenue like CR does, that they care a single bit about what their rating is on this or any of website? Do you think it would greatly affect their traffic and depositing people from playing there?

It might a short term affect. Maybe losing a bit of revenue for what an afternoon, maybe a day at most. WHy, because alot of players have had a good experience there, and have had many withdrawals processed. Just like I did. And until it happens to them, they will continue to play there and think nothing about it.

Meanwhile though, the cluster of us who were robbed and were stolen from, outrifght for no reason, who fairly won a good chunk of cash that wouldnt set them up for life, but they would be better off for a ilttle while anyway, get nothing but a "Better Luck Next Time" pat ont he back and we get to see the casino's lower rating to boost our moral.

Unreal. ok well. Thanks I guess. i appreciate your effort(s) in my claim. Regardless, they have until noon today to pay me. Then the next time you hear from me will be when i post the result from the next step.

Disappointed and Now With Even Less Time To Find A Solution,

MoneyMonsta73

Dear moneymonsta73,

I have discussed this matter further with the casino, and with our team internally, and I am afraid I must inform you that we are not able to assist you any further with this case.

While I appreciate that your withdrawals may have been pending for longer than 48 hours, this is not an uncommon occurrence as many things can affect the processing of payments, such as reviewing documents for the purpose of verification. The fact that you have chosen to reverse your withdrawals and then lost the money is your responsibility. You were also given the option to close your account until your payments had been processed but declined to do so.

Regarding the original request for Self-Exclusion not being replied to, if it has not been sent from an e-mail address connected to your casino account and was presented as a link that had to be opened (as detailed in the response to you from the gambling commission), it is understandable that it may not have been responded to. Additionally,by your own admission, you have registered a lot of accounts at the casino.

I appreciate you will not agree with our decision in this matter, but there is nothing more we can hope to achieve in this case and so the complaint will now be rejected.

The regulator has also already decided in favor of the casino regarding this matter, so there is no further authority to turn to. Unfortunately, we are not able to reach out to the regulator on your behalf, as they will not accept and investigate disputes via a third party.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam