Zodiac Casino - The player's winnings were voided.

Hallo!

Das Zodiac Casino hat meinen Account gesperrt und meine Gewinne in Höhe von € 350.000.- für nichtig erklärt.ä (bei dem Screenshot habe ich noch €30.000.- in der Auszahlung, deshalb insgesamt € 350.000 .-) Ich habe angeblich zu hohe Einsätze bei Bonusbedingungen getätigt, nur stehen diese Bonus Vereinbarungen in keiner Korrelation zu meinen Gewinnen. Ausserdem wurden dieser Bonus so gesetzt dass man im Casino nicht mehr weiteres anklicken konnte ohne den Bonus anzunehmen, was sich nun als eine Art Versicherung gegen Gewinnmitnahmen herausstellt. Ich darf Sie um Hilfe bitten da es um einen sehr hohen Betrag geht. Mfg, Peter T****

Hello pteissl,

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? What kind of bonus did you have active when the big win occurred? What is your current casino balance?

Looking forward to your answer.

Regards,

Nick

Tut mir auch leid Sie damit zu belästigen, aber es geht um einen großen Gewinn.

Mein Konto wurde per Reisepass und Adressbestätigung kurz nach der Anmeldung bestätigt.

Über den Bonus kann ich nichts genaueres sagen, da mir einer vorgeschlagen wurde um weiter im Casino zu spielen. Ich kam aber ohne den Bonus zu aktivieren nicht zu den Slot Spielen oder zu einer Einzahlung bzw. Auszahlung. Zu dem Zeitpunkt der Aktivierung des Bonus hatte ich schon gute Gewinne in meinem Account.

Mein Casino Guthaben zur Sperre war ca. € 287.000.-, wobei sich noch zusätzlich € 65.000.- in Auszahlung (pending) befanden.

Aktuell kann ich mich nicht mehr auf meinen Casino Account einloggen.

Laut einer Email von Casino Rewards habe ich nach der Bonus-Aktivierung zuviel gesetzt und das verstöße gegen die Richtlinien (dieses ist in anderen Casinos kein Problem). Nur wurde dieser Bonus erst lange nach den ersten Gewinnen aktiviert.

Da es doch um insgesamt € 350.000.- geht (ich habe die Gewinne auch fotografiert), wäre es mir ein grosses Anliegen eine gütliche Lösung mit Zodiac Casino zu finden.

Beste Grüße,

Peter

Could you please forward all the evidence and communication you have with the casino to nikolas.b@casino.guru?

Hallo Nick, ich habe Dir gerade eine E-Mail mit den nötigen Informationen zukommen lassen. Beste Grüße, Peter

Hello pteissl,

Thank you for the e-mail provided. Can you also please send the betting history from your account - are you able to access it or request it from the casino?

Hallo Nick!

Ich habe leider keinen Zugriff mehr auf mein Konto. Ich versuchte über den Live Chat eine Wettverlaufsliste anzufordern, dies wurde abgelehnt. Ich sollte eine E-Mail an Casino Rewards Risk Management schreiben, dies habe ich getan. Bis jetzt wurde ich aber ignoriert. Haben Sie eine Möglichkeit an meine Wettverlaufsliste zu kommen?

Liebe Grüße,

Peter

Hello pteissl,

As you are not able to access the history, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on and will try to get in touch with the casino to get the requested information.

Wish you best luck resolving it.

Regards,

Nick

Hello, pteissl,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Zodiac Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Zodiac Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? Why were his winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi there

The player deposited and received a €200 bonus at 3.15pm UTC time on 16th November. According to the T&Cs agreed to by the player, their max bet allowed without breaking the term would be €49.99.

• 13. General Promotion Terms and Conditions
• xvi. Zodiac Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:
• a) Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; a single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun.

The player did not complete the wagering requirements of this bonus and placed bets equal to or in excess of 25% of the bonus value on 4,389 occasions. This is a clear breach of the casino terms and conditions.

If the player would like details of their play history, they can email risk management and request them. I cannot provide them to a third party.

I can also confirm that the customer’s deposits have been refunded.

Cheers

Thank you, Zodiac Casino Team, for the explanation.

Can you please provide us with a valid and active email address of the casino's Risk Management that the player could contact?

Please note that the email address might be marked as private and hidden from the public. Just let me know if you prefer it that way.

Yes. They can contact them at the same email they have been using already: riskmanagement@casinorewards.com

Cheers

As the player is threatening legal action with the intent to place Zodiac Casino under duress, I can no longer correspond and would like to ask Casino Guru to close this complaint as this recent comment is no longer related to the contractual dispute at hand.

Any further communication can go directly through the risk management department.

Thanks.

Greetings all,

I am sorry for the delayed reply.

Dear Zodiac Casino Team,

Unfortunately, without the required data I am afraid we are unable to close the complaint with a clear outcome. Therefore, please, allow me to explain the situation to the player and ask him a few questions regarding the initial issue.

Dear pteissl,

You are complaining that you received a bonus that you did not want and at the same time you are requesting the winnings obtained from this bonus. Now I really do not understand what is the issue here.

If you did not claim this bonus, or you had no option to choose, then it is the right decision on the casino's side to return your deposit. They provided you with the option to leave the casino without any change compared to the status of your account before claiming the bonus. Can you please confirm that your deposit was refunded?

If you did not want this bonus, you should not have started playing with it, and you should have immediately contacted customer support. Why did you play with this bonus? If you are aware of the legal situation - why did you play in this casino at all?

In addition, each player agrees with the casino's Terms and Conditions upon registration and/or claiming a bonus. You received free bonus money on top of your deposit. This free money has usually its own rules. In an ideal world, the maximum allowed bet would be enforced by the casino, but it is not an industry standard. Once there is a maximum allowed bet stated in the casino's Terms and Conditions, you have to comply with that.

Now, please, could you ask the casino's risk management to provide you with your gameplay and transaction history, and add me to the CC of the email?

Thank you, pteissl, for your email and confirmation about a refunded deposit.

Dear Zodiac Casino Team,

Is the casino's Risk Management department able to provide the player with the requested data? If yes, could they please send this data as a reply to the email sent by the player on December 29, 2022 (7:53 CET) and leave me in the CC of the email? If it is not possible in this way, can you please just let me know once the casino sends the data to the player?

Anyway, I would like to respond to your last post.

From Casino.Guru's point of view, we are still talking about the confiscated winnings and the player's eligibility for them. Nothing more, nothing less. As you could notice, all the player's posts outside the confiscated winnings were marked as private, so they are hidden from the public. We would like to resolve the complaint here. We just need to see the relevant data and details.

However, if the casino does not wish to continue solving the complaint or no longer plans to reply in this thread, please, let me know about it. It would save a lot of time for all involved.

We are looking forward to hearing from you.

Dear pteissl,

I was provided with the information that the casino's attitude from its last post remains unchanged. However, the relevant department should contact you in the following days regarding your request, if it has not yet.

Is there please any progress with the request sent to the casino's Risk Management department? Can you please provide me with an update?

Hallo Branislav,

ich habe leider immer noch keine Rückmeldung der Risikomanagementabteilung des Casinos erhalten.

liebe Grüße!

Dear pteissl,

Unfortunately, according to the received information, Risk Management has several thousand of emails in its email inbox, so please note it may take longer to get a response from it. Therefore, although the casino will not reply directly here anymore, I will set the timer for the casino, to track a reasonable time for the complaint process duration.

The timer will be extended by a longer period, and I should be left in the CC of your email communication. If no response is provided by Risk Management within the set time, I will ask for an update and inform you.

Thank you for understanding, and I sincerely believe the casino's Risk Management will contact us soon.

Dear pteissl,

I am still in contact with the casino, and I requested additional details/data. Currently, I am waiting for the casino's reply. Unfortunately, as was mentioned, the casino will not reply here anymore. However, to keep track of the complaint processing time, I am setting the timer for the casino. Please, stay patient and provide me with some more time to collect the required information from the casino. I will let you know as soon as I have any news regarding your case.

Thank you for understanding.

Hallo Branislav!

Vielen Dank für die Rückmeldung!

Ich kann nur schreiben dass ich über diesen aktiven Bonus nicht Bescheid gewusst habe nach der 2. Einzahlung, auch dass € 200.- mehr am Konto waren kann ich nicht bestätigen.

Ich kann auch nur bestätigen dass meine Einsätze meist ca. € 25.- betragen haben, aber auch nur nach den ersten größeren Gewinnen.

Mir wurde das Willkommensbonusangebot immer wieder beim neuen Einloggen unterbreitet was darauf schließen lässt dass ich es nicht angenommen habe. Mir kommt diese ganze Sache echt merkwürdig vor, da geht doch was nicht mit rechten Dingen zu.

Außerdem habe ich selbst bis zum heutigen Tag keine Liste meiner Wetten bekommen, ihr aber schon. Wieso das?

Weiters kann ich bestätigen dass zum Zeitpunkt meines Spielens nicht ersichtlich was ob ich mit Bonusgeld oder ohne spiele. Ich habe also kurz gesagt zu keinem Zeitpunkt gewusst dass ich mit einem angeblichen Bonus spiele, es war für mich immer nur mein eingezahltes Geld.

Kann das Zodiac Casino auch aufgrund meiner hohen Gewinne, die wie schon gesagt in keiner Relation zu einem mir nicht bekannten € 200.- Bonus, nicht einfach eine Kulanzlösung anbieten und mir zumindest einen Teil meiner Gewinne auszahlen? Dies wäre nur fair.

Liebe Grüße,

Peter

Dear pteissl,

How is it possible not to notice a balance of €1000 (always displayed in the up-right corner after logging into the account) instead of €800 deposited?

Anyway, it looks like the casino is not willing to cooperate in resolving this complaint anymore.

Are you please able to turn to eCOGRA (ADR) and submit a complaint directly to them?

Hallo Branislav,

vielen Dank für Deine Rückmeldung!

Leider war bei mir der erhöhte Bonus Betrag im Guthaben nicht ersichtlich, was auch immer da passiert ist. Also ich hatte vom Bonus keine Kenntnis.

Schade dass das Casino nicht mehr mit uns zusammenarbeitet aber ich habe bereits einen Fall bei eCOGRA (ADR) eröffnen lassen und arbeite nun auch mit der Organisation zusammen.

Ich hoffe es kommt eine gute Lösung für alle Beteiligten heraus.

Danke nochmals für Deine Bemühungen!

Liebe Grüsse,

Peter

Dear pteissl,

Since the casino is not able and willing to cooperate with us in resolving your issue anymore and it refused to provide me with further requested details, considering you have already submitted a complaint directly to eCOGRA, I will now (temporarily) close this case as unresolved with the note that we are waiting for eCOGRA's final decision. Then, please, provide us with the results of its investigation as soon as possible once you have any news, and we will reconsider the complaint.

If nothing is provided to us in a reasonable time, I will reopen the complaint and ask you for an update.

The casino can also request a reopening of the case.

Thank you for your understanding.

Greetings all,

Based on the updates received from both the casino and the player, we reopened the complaint, and it will updated accordingly – ADR (eCOGRA) decided in favor of the casino. Therefore, the complaint will be closed as unjustified. The player is not entitled to the disputed winnings.

Although it looks like ADR did not look at the way of bonus activation in detail, from our point of view, these are the factors that are against the complainant:

• Each player is allowed to accept or refuse the casino’s welcome bonus offer upon registration
• It was the player’s obligation to read the Terms and Conditions, where the welcome bonus offer and the related process are clearly explained, while the link to them is available right below the information about the welcome bonus offer
• Since the player used the first welcome bonus, it means the welcome bonus was accepted, as well as the casino’s complete Terms and Conditions upon registration
• The second deposit bonus was credited immediately, together with a deposit
• The balance is always displayed in the up-right corner, showing the entire balance including bonus funds, and the difference between the deposit and the entire balance with the bonus funds in this case was significant, so unmissable
• Instead of asking the casino customer support about the difference and extra money in his balance, the player simply started playing with the available balance
• Bonuses in the casino work as follows – the bets are deducted from the balance and the winnings are credited to it in the same ratio as the ratio of a received bonus and deposit, which means he played with the bonus funds from the first bet
• The player claimed that he does not know when exactly was the bonus in question added to his balance, but he also claimed that the significant winnings were accumulated before the bonus was added…
• ADR decided in favor of the casino
• Referring to the law and regulations regarding the operation of the casino in his country of residence and threatening further legal action, despite it being the player’s obligatory to read the Terms and Conditions and search for the necessary information before the registration and rules acceptance; he could be glad that he was allowed to play in the casino and used its services, so he rather could take it as an advantage
• Under the given circumstances, it would be impossible to prove that the user did not know about the bonus funds being credited to his balance or that he did not accept the casino’s welcome bonus offer

We also tried to find out more about the process of the bonuses and adding them to the accounts, however, unsuccessfully.

Since we were not able to collect any details, we would like to provide the casino with a piece of advice – if it currently does not work like that, we strongly recommend informing the players about adding the welcome bonuses additionally/separately upon making deposits, so the players are fully informed about the bonuses before they are automatically credited to their balances. The ideal way would be to inform the users by pop-ups showing such information, or alternatively, to require choosing an option to confirm or refuse it.

Dear pteissl,

I am 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 this or any other casino. We are here to help.

Feel free to reply to my last email if you have any questions.

Thank you, Zodiac Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru