The player from Austria had the account blocked for an audit after accumulating a substantial win. We ended up closing the complaint as ‘unresolved’ because the casino failed to provide relevant evidence to support its claims of multiple accounts.
Zodiacbet Casino - Player’s account was blocked and audited.
Black points: 44208
Amount: €53,000
Zodiacbet Casino
Safety Index:Very lowSafety Index
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0.0
Zodiacbet Casino has a Safety Index of 0, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi
I signed up for zodiac bet about a week ago and deposited 200 then played in live casino craz time and also won 20 thousand with 4euro x5k then continued to play it was almost on less than 5 and again I was lucky and won 49 ts in total 53ts to my account I have requested payment then received an email that has been checked and waited for after 2 days my payment request was being processed and since then I have always been in contact with support and live chat I have always been put off by the finance department nothing will take care of it then i ask for the contact to the department that is responsible for it wrote an email and today i got an email where my payment was rejected and my account restricted so closed because i can't get in there anymore. I documented my case exactly, all emails, live chat progress, game progress wins and everything very precisely, I ask for help, vl can you do something, I don't shy away from taking further steps, it's about more than 50 thousand euros.
Automatic translation:
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2 years ago
Dear SL99,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Thank you
Yes, I've been asking for more than a week what's going on, I haven't received a real answer. As I said, the account closure made me submit a complaint here.
So I signed up at zodiac bet about a week ago and played there for the first time before that I didn't have an account so I didn't know about it.
Never had any problems with verification anywhere else, it was always pretty quick, and I didn't use a bonus or anything like that either
Yes, hopefully this has a good ending, it would be great if you could help me with this.
Kind regards
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2 years ago
Thank you very much, SL99, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Thank you for your help, I also hope that the matter has a positive ending.
Kind regards
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2 years ago
Hi SL99,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Zodiacbet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Zodiacbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear SL99 and Casino Guru Representative,
Apologies for the delayed reply.
Please note that the case is being investigated by the relevant department and an answer will be given once our review of the issue is concluded.
Best Regards,
Zodiacbet Casino Team
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2 years ago
Dear SL99 and Casino Guru Representative,
After the initial investigation, we suspect the player of having multiple accounts, which is a direct breach of our Terms and Conditions. Please note that this is not our final assessment, the investigation is ongoing.
A more detailed answer with proof (if necessary) will be provided as soon as possible.
Kind Regards,
Zodiacbet Casino Team
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2 years ago
Dear Zodiacbet Casino Team,
Thank you for the update. Yes, please forward the evidence to my email address: peter.m@casino.guru.
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2 years ago
Translation
Hi
So I just want to add that I checked again and I'm sure I don't have another account with zodiac bet, must be a misunderstanding but ok let's wait until the investigation is complete.
Kind regards
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2 years ago
Dear SL99 and Casino Guru Representative,
Please note that the case is still being reviewed.
Kind Regards,
Zodiacbet Casino Team
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2 years ago
Translation
Hello
I'm really just wondering what has been investigated for more than 1 month, I quite simply won fairly and was just lucky, at least it says what is being investigated interests us all.
I'm still trying to be patient but meanwhile it's not normal what's coming here anymore, I've made my lawyer familiar with it and explained the whole thing, if a peaceful solution doesn't finally come here I'll give him the go-ahead to take further steps it was never my intention but i am not given a choice, nor do i hope for a quick solution here!
I didn't claim any bonus, I 100% didn't have a second account with you, so I wouldn't create one from ME. I checked all my mails, didn't manipulate anything and didn't violate anything.
Kind regards
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2 years ago
Dear Zodiacbet Casino Team,
It's been quite a long time already. Is there a way to speed up things a little?
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2 years ago
We would like to ask Zodiacbet Casino to reply to this complaint. It's been open for a month and we still haven't received any conclusion or explanation. We are extending the timer by the last 5 days. If the casino fails to provide an explanation in the set time frame, the complaint will become ‘unresolved’ which will negatively affect its rating.
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2 years ago
Dear SL99,
Unfortunately, the casino stopped responding entirely and didn't provide any evidence to support its claims. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint. Gaming authorities have better options and tools to help players. Please let me know what their reply was (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
