Zodiac Casino - La cuenta del jugador ha sido bloqueada.

Hello, my account was blocked for an unknown reason, I had a win of € 1,500, I put € 1,100 in my withdrawal and I still have € 11 in my account. The money did not reach my account.

Dobrý deň zablokovaly moj účet z neznámeho dôvodu mala som výhru 1500€ na vyber som dal 1100€ a na účte ešte mám 11€ .Peniaze mi nedošli účet mi neodblokovaly

Dear Karlos,

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. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past?

Furthermore, 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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Adiitional comments from the player:

"I collected my winnings with an active bonus, I topped up my account for 1 € Of course, I rolled everything and I won right. I paid my winnings to the nettler. The processing time should be within two days. and I couldn't sign up anymore. "

Adiitional comments from the player:

"Nazbieral som svoju výhru aktívnym bonusom dobil som si účet za 1€ Samozrejme som všetko pretočil a pravom som vyhral .Dal som si svoju výhru vyplatit na nettler.Doba spracovania mala byt do dvoch dni .O 3 dni nato z neznámych dôvod mi zablokovali účet a už som sa viac nevedel prihlásiť ."

Could you please advise how much was you deposit and which exact bonus you activated? Please send me its link. 

Thank you very much, Karlos, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.

Hello Karlos.

Based on what casino did, I would say that you breached some of the bonus terms.

Are you sure that you finish the wagering? - this first deposit bonus has a 200x wagering requirements and additional rules which you should follow: 

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.

Using the double-up feature to increase bet values;

Even money bets on Sic Bo, Craps and Roulette

Starting a game's feature after the bonus balance used to build up the credits towards the feature has reached 0.

Withdrawing deposited funds, either in whole or in part, prior to the redemption of associated bonus funds.

Using the autoplay feature for the purpose of meeting bonus account wagering requirements.

Playing for deliberate minimum risk, equal, zero margin or hedge betting in order to conceal the appropriate spirit for the purposes of meeting bonus wagering requirements.

Could you please describe how you did your winnings? How much did you win from 80 free spins and on which games did you wager this winning? Thanks. Use my email if you have troubles to answer here (matej@casino.guru)

Dear Karlos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, in this case we discovered after email communication with Karlos that he breached casino terms and conditions.

Therefore we are closing this complaint as "unjustified."