Zodiac Casino - The player's balance disappeared.

I was playing zodiac casino on Jan 12th. I was playing gold blitz at $5 bet. I was at $1590 in winnings. The game started glitching and then took $100 when I so called won. Then in 5 seconds it took another $100 from my account amd booted me out of the gold blitz game. It took me to the main zodiac page. I them screen shot bc I couldn't believe what was happening. It then logged me out of my game and locked me out of my account by itsself. I tried to log right back in and thought I got hacked or something. I spoke to a live agent and told them exactly what happened and they told Me to email risk management. I did and the response I got was to change my email and security questions and that it was my fault someone got into my account and that I knew who it was. That I wasn't going to get a refund on my winnings (it went to .36 cents by the time the live agent verified it was Me). Noone has access to my cell phone and I was in the middle of the game while it started glitching. I took a screen shot of when I got to the home page before it locked Me out and told them of the time and told them to look at the game history. They made it seem like it was my fault my money disappeared and no longer want to help me look further into this investigation. They emailed me again and said investigation is now closed. Please do not trust Zodiac casino as they made it seem like I was lying about the glitches etc.

Hello jasinebernard,

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 is yes, since when exactly? Did you share your casino login details to anybody? Did the casino check from which device or location was the another login happening? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was verified and there is a special question that is to be asked bc something similar happened in October so they put an extra security measures on my account. I only log into my account from my cell phone and it is password protected. The only one with my log in information is Me. My pw isn't saved anywheres just in my head. It isn't a easy password as well. My husband and son were sleeping right beside Me when I was playing gold blitz that night. So noone had access to my cell phone. It was in the middle of the game when it started like glitching. I spoke to risk managment yesterday and they made it seem like it was my fault that someone was in my account. They checked the login information and they said it was from Me only. I asked for my game history to see what happened bc I wanted this to be looked into further and no reply back as they said the case was closed.

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? You can also forward any additional evidence you have (betting history/bonus history/log history)

I am unable to get into my account as I asked them to view my playing history as well. They locked my account and booted Me out. I can forward you the emails. I also screen shot part of my winnings bc I was at $1590 n then $100 diseappeared and then another $100 within a few seconds while on $5 bet. Then it booted Me out of the game. When I got to the main page I screen shot what was left $1390 and then it boot me out of the game completely. Then zodiac locked my account for some reason.

Hello jasinebernard,

As we will definitely need more information regarding your case from the casino, I will be now forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jasinebernard,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Zodiac Casino to join the conversation.

Dear Zodiac Casino,

Can you please provide more information regarding the player's blocked account and the gold blitz game glitch/issues the player has experienced? Please provide any supporting evidence to michal.k@casino.guru

Hi

Unfortunately I'm OOO until next week so I will not be able to look into this until then.

If you'd like a faster resolution you can contact the ADR (ecogra). Otherwise I will look into this on my return.

Thank you for the response, Zodiac Casino.

Dear jasinebernard,

According to the Zodiac Casino response, regrettably, at this time we can only advise you to hold off until the casino representative returns to the office to review your case. You are of course welcome to file another complaint with the ADR (ecogra), but I assume that won't result in any further movement at this time.

Hi there

Unfortunately i am unable to find this players account as the email address supplied does not exist in our system and the player failed to provide their casino account number.

I sent it to someones email but I can send it again if you provide an email. Thanks

Dear jasinebernard,

Please provide us with your casino username and email you used to sign up.

jasinebernard@gmail.com

Dear jasinebernard,

Can you please confirm your full name and casino player name/ID? You can send it to my email michal.k@casino.guru if you wish.

Hi Michal

Thanks for passing on the player info. The email address provided was not correct, however I was able to find the account under the account number provided.

Unfortunately our risk management department has investigated and decided they are not willing to move on their decision. I will have to refer the player to the ADR (ecogra) where we are able to provide proof within our backend. We are bound by their decision so please come back and post once it has been finalised.

Cheers

Thank you for the response, Zodiac Casino.

Dear jasinebernard,

As per the Zodiac Casino response, I recommend you to contact the eCOGRA - an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Casino license authority and might have better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own at michal.k@casino.guru

We will close this complaint as "waiting for the regulator's decision" as there is not much that can be done from our side anymore. We will adjust the complaint classification once there is an official decision from the regulator.

Best Regards,

Michal

Dear jasinebernard,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the ADR (eCOGRA), we kindly request you to forward us their official statement at michal.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases 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.

Best regards,

Michal

Hi Michal

This player has never submitted a complaint with ecogra.

Cheers

Thank you for the info, Zodiac Casino.

It is up to the player of course if they want to take their complaint further or not.

Dear jasinebernard,

I acknowledge your negative user experience. However, if you wish to proceed with your complaint, you can do so through eCOGRA. They work alongside the Casino license authority and can offer improved options and resources to assist players like you. Kindly inform me when you have submitted the complaint to them. Alternatively, if you no longer wish to pursue the complaint further, please let me know, and I will close this matter accordingly.

Sure, however it would be unprofessional to mark the casino negatively considering the player failed to go to the ADR.

Dear jasinebernard,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.