Zodiacbet Casino - La cuenta del jugador fue bloqueada y auditada.

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.

Hallo

Habe zirka vor eine woche mich bei zodiac bet angemeldet und 200 eingezahlt habe dan in live casino craz time gespielt und auch mit 4euro x5k 20 tausend gewonnen danach weiter gespielt war fast auf weniger als 5 und wieder hatte ich glück und 49 ts gewonnen insgesamt befindwn sich 53ts auf mein konto habe dan auszahlung beantragt dokumente geschickt bekam ein mail das die uberprüft worden sind und gewartet nach 2 tagen war meine auszahlunganfrage in bearbeitung und seit dem immer in kontakt mit den support und live chat gewesen immer würde ich hingehalten das die finanzabteilung sich darum kümmern wird es tat sich nichts dan verlange ich den kontskt zu der abteilung die dafür zuständig ist schrieb ein mail und heute kam ein mail wo stand mein auszahlung abgelehnt und mein konto eingeschränkt also geschlossen weil ich komme da nicht mehr rrein. Habe meinen fall genau dokumentiert alle emails , live chat verläufe , spielverlsuf gewinne und alles sehr genau ich bitte um hilfe vl können sie was tun , ich sxheue mich auch nicht davor weitere schritte zu gehen den es geht um mehr als 50 ts euro .

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

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

Danke Ihnen

Ja ich habe ja seit über ne woche nachgefragt was los sei kein richtigen antwort erhalten nun wie gesagt das mit den kontoschließung hat mich dazu gebracht hier eine beschwerde einzureichen .

Also bei zodiac bet hab ich mich vor c.a über eine woche angemeldet habe dort zum ersten mal gespielt vorher hatte ich da kein konto also davon wusste ich nicht.

Hatte nie probleme mit verifizierungen wo anders es ging immer recht schnell , und ein bonus oder sonstiges in der art habe ich auch nicht benutzt

Ja hoffentlich hat das auch ein gutes ende wäre super wenn sie mir dabei helfen können .

Mfg

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.  

Thank you for your help, I also hope that the matter has a positive ending.

Kind regards

danke für deine hilfe , hoffe auch das die sache eine positives ende hat.

Mfg

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.

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.

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 

meanwhile almost a month has passed!

mitlerweile ist bald ein monat vergangen !

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 

Dear Zodiacbet Casino Team,

Thank you for the update. Yes, please forward the evidence to my email address: peter.m@casino.guru.

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

Hallo

Also ich möchte nur hinzufügen das ich nochmal nachgeschaut habe und mir sicher bin das ich kein weiteres konto bei zodiac bet habe , muss ein missverständnis sein aber ok warten wir mal bis die untersuchung abgeschlossen ist .

Mfg

Dear SL99 and Casino Guru Representative,

Please note that the case is still being reviewed.

Kind Regards,

Zodiacbet Casino Team

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

hallo

ich frage mich echt grade was seit über 1 monat noch untersucht wird , ich habe ganz einfach fair gewonnen und hatte einfach nur glück , sagt es doch zumindestens was wird untersucht interessiert uns allen .

Ich versuch immer noch geduldig zu bleiben aber mitlerweile ist das nicht mehr normal was hier kommt , habe meinen anwalt damit vertraut gemacht und die ganze sache erklärt , wenn es hier nicht zu einen friedlichen lösung endlich kommt werd ich ihn die freigabe geben weitere schritte einzuleiten was nie meine absicht war aber mir wird keine wahl gelassen , noch hoffe ich auf ein schnelle lösung hier!

ich habe kein bonus im anspruch genomen , habe 100% kein zweites konto bei euch also von MIR würd keine erstellt habe alle meine mails gecheckt , habe nichts manipuliert und gegen nichts verstoßen .

Mfg

Dear Zodiacbet Casino Team,

It's been quite a long time already. Is there a way to speed up things a little?

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.

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