Zodiac Casino Complaint – Resolved

4
1158
Zodiac Casino Complaint – Resolved

Zodiac Casino Complaint, Accused of Blocking Account, However it Was Proven that Locked Account was a Terms Violation by Player Having Two Accounts.

Recently we received a player submitted against Zodiac Casino. The player claimed that Zodiac Casino had blocked their account after winning $175.18 CAD. After some investigating however, it was discovered that the player opened two accounts. Of course the player complained that he did not know about the other account (something we hear all the time).

Sure it’s possible that most players do not realize they have more than one account. This could come from opening an account years before and just forgetting about it.

Nevertheless this is a violation of the casino’s terms and conditions and it is up to the player to contact support and simply ask them. It’s also important to document supports answer and save it.

If the casino support says you do not have any other accounts only to find later on there is a duplicate account, you might have a leg to stand on when it comes to challenging a terms violation.

At this point, in the complaint, we would’ve just sided with the casino; but in this instance the player told us that Zodiac Casino offered him 1000 free spins after they told him they had blocked his account.

This is the player’s complaint…

Complaint:
i win 175.18$ (CA) on zodiac casino but when i cash my win my account was block. i write to the custumer service (tchat service) and he said to contact the [email protected] and after 5 days he respond me then i have 2 account with the same e-mail and he don’t want to paid me but i don’t know for the 2 account. he offer to give me 1000 free spin. i don’t understand how i can play 1000 spin if i don’t have access to my zodiac casino account i still lock from the moment trying cash it.

I wanted to find out if the 1000 free spins offer was true, so we reached out to our contact at Zodiac for some clarification. Our contact reported to us that there was no such offer given to the player. She asked to see the email or chat log that validated the players claim about the 1000 free spin offer. We again reached out to the player and they replied with the below email. As you can see below, nothing shows anything about a 1000 free spins offer…

hi!
i received this mail and when i open this mail, i received the offer for 1000 free spin….i don’t know for the 2 account..i just 1 email adress. so i win 175.18$ and he refused to paid… it’s a fraud!! but this is the mail:

Hello xxxxx,
Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.
The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino’s exposure to online losses.
As such, the winnings have been voided and confiscated.  .
Kind regards,
Risk Management
Casino Rewards

With this we concluded our complaint investigation in favor of Zodiac Casino. The player violated the terms of the casino by having two accounts with the same email. And on a side note. Even if the player had two accounts with different emails, that is still a violation and would be subject to account closure.

4 COMMENTS

  1. Another Zodiac player that has two accounts denied their winnings. Read the terms people and NEVER open more than one account at a casino group.

    Complaint:
    I won 500 dollars online and I was told it was voided because I had other accounts. I did not realize that signing up at different times because I forgot my password was criminal. I would never cheat, I made an honest mistake but did not do it intentionally. I have one email so that shows I havent tried to cheat anyone. I won that money fairly and it was taken from me unfairly. Do you really think a person plays these games to win and get so excited to find out it was voided? If I made a mistake I sincerely apologize but still want my payout. I played that for hours to win that money. I feel as though I have been scammed. With the amount of money this company makes everyday to take my 500 was shameful. I deserve to have what is mine.

  2. Its verry a bad website it always need to go on the chat and he gives nothing more than 10% bonus on the deposit. The agent laugh and give you wrong information or gives you many excuse.

  3. Je joues présentement sur Yukon et j’ai voulu transferrer 200.00 aujourd’hui , hier deux fois j’ai 334.00 dollard a peu pret et il me refuse de me payer , c’est certain que j’ai joué sur Zodias l”été passé mon numéro est Fzer04272458042 je ne comprend pas pourquoi je joue sur yukon et je ne peux pas retirer mon argent , expliquez moi pourquoi , je joues régulierement sur yukon et mes dépots sont tous la depuis plusieur jours , je veux avoir mon argent , mon nom est Ginette Gagnon , email [email protected] hotmail.com , date de naissance 12 décembre 1947 , j’ai fait des retrait le 6 avril de 150.00 3 fois 100.00 et un de 200.00 le 7 avril 2020 tout a bien été , expliquez moi ce qui se passe car je ne comprend plus rien

  4. Can you please unlock my debit card, I locked way back and I forgot about it, last 4 numbers on the card is 1735, was trying to deposit and it didn’t work and chatted with customer service and told me to write to you, and that guy I chatted with said to message you guys and he can’t unlock it from there

LEAVE A REPLY

Please enter your comment!
Please enter your name here