Zodiac Casino - La cuenta del jugador está suspendida.

A few days ago, i went to redeem my VIP points and was informed i couldnt due to being suspended. Ive been with casino rewards for a long time i spent plenty over the past few years so that is frustrating. I contacted them and they wouldnt give me any specific requirements or timeframe either! Were really vague

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zodiac Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your vip rewards were frozen?
• Could you please describe your recent activity in the casino? Volume of deposits, bonuses, and withdrawals?
• Did the casino specify any rules from its terms and conditions that apply to your situation or justify the casino's actions?
• Could you please share with me the follow-up communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Rewards such as Yukon Gold and Casino Classic) for probably about 4 years? At least. I haven't really deposited too much with them recently honestly, but I have still spent money though, regardless. I think a little over 2 months ago, i did a withdrawal of $50, but I spent about that in the days prior, and then I've deposited approx 3-4 times since then. I claimed $20 in VIP a month ago and then i think 2 days ago, I got some free spins from a promo. So I dont know exactly when this suspension was implented, but it hasn't been more than a month, as i was able to redeem last month. I forgot to save the first convo I had with support, but I've contacted them again and it essentially went the same as the last so.. I'll attach the screenshots

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear maevem306,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been suspended?

Thank you in advance for providing the information.

Hi there

The temporary suspension of certain Casino Rewards promotions and the redemption of your VIP points is based on a number of contributing factors. This includes, and is not limited to:

- Your game play history

- Your bonus history

- Your deposit history

- Your withdrawal history

Unfortunately since this is an automated system, we do not have the exact algorithm requirements to remove the suspension. If you continue to deposit and play as normal, your points suspension will be eventually lifted. Any play during this time will continue to accumulate points and any accumulated points will be redeemable once the suspension is lifted - points never expire.

The player is still able to claim certain match deposit bonuses.

I have looked at the last 6 months history and I can see that the total deposits equal $135. Total bonuses received = $327.19. Total withdrawals = $50.

Note: Free games credited count towards bonuses.

As suggested by the chat operator,  if you keep on playing your favourite games, as you have been, this restriction will eventually be removed, so that you can redeem your VIP points and access all of our other great promotional offers.

Cheers

Dear maevem306,

If this casino explanation work for you, I’ll be happy to go ahead and close the complaint as resolved. Please let me know. Thank you for your time and cooperation on this!

Dear maevem306,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru