Zodiac Casino - Withdrawal of large winnings blocked by the casino.

Over four weeks ago, I successfully won $20,000 while playing pokies online at Zodiac Casino. However, the process of withdrawing my winnings has been riddled with obstacles and challenges. Initially, it appeared that the withdrawal would be a straightforward procedure. I had already verified my identity and deposited funds into the online platform using both a Visa card and a Neteller account, which was a preferred option suggested by the site. However, when it came time to withdraw, neither of these deposit options were available for withdrawal.

Consequently, I opted for a bank transfer to my personal bank account and followed the necessary steps to verify this account by providing the requested documentation. I believed that everything was in order and the withdrawal would proceed smoothly. To my disappointment, days later, I received an email stating that the account details I had provided were entered incorrectly on my end, resulting in their inability to process my withdrawal. In response, I promptly resubmitted the details informing them that for some reason the suffix section had been deleted and that it was entered in my original submission. I resubmitted the account again as my preferred withdrawal option.

Then, another unexpected hurdle emerged. I received an email requesting statements from both my personal bank account and Neteller account. Although I found this request somewhat unusual, I complied in order to expedite the process. However, as you might have anticipated, they once again informed me that they were unable to transfer the funds to my account. Frustratingly, it was only after I informed them that my bank account was now protected by an activity alert that they revealed the true reason for withholding payment: the deposits I made from my Neteller account did not align with the transaction history on their platform.

Consequently, they refused to release the funds and instead urged me to utilize the winnings by playing more games and redepositing the funds back into my players account.

Since the 10th, and because I was getting no where I deposited a portion of the winnings back into the account in stages, totalling $10,000, losing the amount as I expected I would.

I then received a 25 free spins offer, and with no money to play in my account I happily used it. Once that had been used up and with only 10 cents left in the account I stopped playing. I then decided to transfer the $10,000 in my withdrawal account into my players account and try and then re-withdraw those newly deposited funds in smaller amounts e.g 2,500, $4,000 etc. However when I went to do this I was met by a pop up message saying that met the minimum play through requirement. Surely the new deposit cannot be held for this reason. It is money that had nothing to do with the 25 free games at anytime.

I then was offered 25 free spins for which I accepted as I did not want to use any more of the winnings and kept them in my withdrawal account. The free spins did not amount to anything, leaving me with 10c in my players account. Less than what I started with prior to the free spins. To move my withdrawal process ahead again I used the terms of play as a reference point. I decided to withdrawal the winnings through multiple withdrawals rather than the one off I had tried previously. I then deposit the winnings as new funds in to your players account after the bonus funds were utilised. Zodiac Casino then held that new deposit stating that I haven’t met the minimum play through requirement? So the money cannot be withdrawn? Rather than the one lump sum and as recommended by their own terms and conditions I tried to simplify the process of getting my money out by doing smaller withdrawals, over 3-4 transactions. To do this I needed to deposit my money into my players account and then begin the withdrawal process again. However once deposited and I went to make the first withdrawal attempt that message popped up. Now I understand the bonus minimum play through requirement, but what I don’t get is how can they hold new money that is deposited in after the fact. It was withdrawn before the bonus funds offer was take up 2-days ago and then used as new money as a deposit. That’s fairly low from any stand point.

I have uploaded the communication with them for your reference. This includes the proof from the banks etc.

Dear imxeenz,

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 if your initial winnings were accumulated with or without an active bonus?
• Do I understand correctly that your remaining balance is now NZ$10,000?
• Is there still any problem with verifying your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi thank you for your reply.

to answer your questions.

1. Yes, no bonus has ever been used. I did not like the terms and minimum requirements to play a bonus. I have money, and had no need for it. I only took the bonus up after the win as I will no longer put new money into the zodiac players account.
2. Yes, I used 10,000 as I was resigned to the fact I was never going to be paid out with how they have not responded to my messages and have been so blatantly corrupt.
3. as you can see from my message. My account was verified at the start of playing their platform and again prior to the first withdrawal. They even sent an email verifying both Address and ID. These were attached in the claims form I filled out. Zodiac then on the 2nd attempt asked for more information which I provided, then said my NETELLER payments don’t match up with the zodiac account payments and therefore can’t verify me. But they had previously already confirmed my details and who I was. NETELLER is a preferred supplier of theirs who does their own identification checks as well. This is when i realised I was never going to get my payout.

do you need me to resend the emails confirming verification?

I’m sorry it took 4-days for my reply. I did not receive an email to show that I had received one. I will log in daily to check further responses to reduce delays for you.

Thanks

Yes please, you can forward any relevant communication to petronela.k@casino.guru. Meanwhile, I changed the disputed amount from NZ$20,000 to NZ$10,000. Thank you in advance.

Dear imxeenz,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.