Roguish Casino Rewards Group (Zodiac) confiscated winnings, not paying

Tourniquet

Dormant account
Joined
Aug 13, 2009
Location
Amsterdam
Hello all,

Im having problems with the Zodiac casino from the Casino Rewards Group, they confiscated my winnings and closed my account while I have a pending withdrawal there of 135 euro.

They claimed I have multiply accounts opened at there casino and that was the reason they closed my account and voided my winnings.

Now before I even made the deposite there the night I won that money, I have chatted around 1 - 2 hours with there support, I asked them specificly for every casino if I already made deposits there and if there was any bonus available for me on any of the accounts I own on there casino group, the support told me on Zodiac casino I could use the promotion.

So I made the deposite and waited 2 hours for the bonus to kick in, the bonus did not kicked in so again I contacted support and another support operator told me he saw what the issue was, my account was to old to benefit from this promotion so he kindly admited there was made a mistake and if I wanted to use this bonus he had to close my account and open a new one so this bonus could be claimed, he did mentioned that the deposite made on this account could not be credited to the new casino so he advised me to play it off before I accept to close my account, the minimum withdrawal is 50 so I could not cash it out either.

For the inconvinience of all the time and efford I spend on this issue (took me around 4 hours) he offerd me some free reward riches tickets for there lottery wich I accepted.

I played the deposite to 0 and asked support to close the old account and open the new account, he did this and he gave me a new username and password, I logged in and noticed my account was now in dollars, I told support that I lived in Europe and we are using euros in my country, he apologized and closed the dollar account and opened the euro account for me, I made a new deposite and eventually the bonus kicked in.

I managed to playtrough the bonus and had a balance of 135 euros wich I cashed out, then the next day I got this email telling me they closed my account and voided my winnings because I had multiply accounts, when I told them the story I described above they changed the story a litle bit, and now they are claiming that I already used the signup bonus on my old account (I asked support in the beginning if there where any deposits made on the account, wich he denied and offerd me the bonus in the first place).

Next I wanted to asked chatsupport for the chathistory of all this, and they refused to give me any logs, they said its there policy wich I also find strange because the chatlogs are there to clear things out, not only in there benefit.

So I dont know what you guys think of this but I think this casino group is not fair and they are creating a situation where they can claim your money if you lose but if you win they can confiscate your winnings without you knowing breaking any of there rules.

I did saved the chatlog but I deleted it, I wil try to recover it and post the conversation as soon as I have it.

Email transcript:

Casino Rewards Risk Management:

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. The casino account is locked permanently.

Me:

Why are you saying this because im the only person on this computer so im not sharing it to anyone, I can proof im the owner of this account.

I think this has to do with the issue I had with my account, support had to close my old account because he told me my old account was not valid for the promotion of depositing 1 dollar to get 20, he said he had to close my account and create a new one, I told him he could go ahead and open the new account for me, after he did opened the new account he opened it in dollars, I told him I live in europe so I want to play in euros, he then closed the new account again and opened another account in euros.

Casino Rewards Risk Management:

You had created an account back in 2008 and claimed the sign-up bonus at the time. You were therefore not allowed to create a new Zodiac casino.
As a result of this Terms&Conditions breach, your winnings have been invalidated, and confiscated.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Re-Read Vortran's PM

Seems to me you'd have been better off submitting a PAB. Being accused of multi-accounts is serious stuff; they won't accuse you of this unless they are 100% sure. You've chosen to bring this out in the open, and if this is the case you have opened yourself up to public scrutiny.

Instructions on posting complaints in public are perfectly clear, and you have agreed to the conditions of posting complaints when you signed up. You are responsible to contact the casino rep when making these complaints. You have already been given these instructions when you signed up via Vortran's PM. It would behoove you to reread this before posting further.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
In case you've deleted the PM. Here's the part about complaints :p

POSTING COMPLAINTS

Complaints can only be posted in the Complaints Section. If you have a complaint concerning online casinos or poker rooms, please refer to our guidelines:

Check if the casino is a member of our forum: I-Gaming Contacts If they are, please let them know that you are having difficulties at one of their casino properties.

All members may "Pitch a Bitch": Link Outdated / Removed In most cases this is more effective than posting a complaint in public. It gets immediate attention by Max our complaints and grievance manager.

There is a FAQ that explains the PAB process here

WARNING: Casinomeister's forum is not a place that condones slagging off on casinos. If you have a complaint, by all means post it, but ensure your language is both tactful and truthful.

edited to add

But checking your account, you should already know this. You have also had more than your share of problems:
No pay City Club:
https://www.casinomeister.com/forums/threads/club-city-casino-canceled-my-winnings.32973/

No Pay PitBull:
https://www.casinomeister.com/forums/threads/pitbull-casino-wont-payout.33784/

Rich Casino issues: (where you state you've never posted here before)
https://www.casinomeister.com/forums/threads/rich-casino-bonus-complaint.50858/

inetbet no pay:
https://www.casinomeister.com/forums/threads/50945/

If you are playing by the casinos' Terms and Conditions, how is it possible to have the problems that you do?
 
Last edited:

Tourniquet

Dormant account
Joined
Aug 13, 2009
Location
Amsterdam
Yes your right I should have taken more time to read up the procedure of complaining again, Im a member for a couple of years now reading the forum but I do not make much post, I think 4 in total in the last 4 years or so.

I even stoped gambling for a period of time so I did forget allot of things, even that I already posted here before.

But thanks for the heads up and I now contacted the rep here on the forum, I wil wait for his awnser about this issue.
 

Tourniquet

Dormant account
Joined
Aug 13, 2009
Location
Amsterdam
Fraudsters always end up tripping themselves up.

Your actually calling me a fraudster ?

Im not the one that made a mistake, before I deposited there I even asked support specificly about my transaction history on Zodiac casino and he told me I never deposited there, he then offerd me the bonus wich I accepted, the rest you can read in my first post.

If someone made a mistake its the support, if he told me I already used a bonus on this account or that it was not possible then I would not have played in the first place.

And the issue is clearly that support closed and opened 3 times an account for me, that was actually the trigger in the first place for the acuse of multiply account.
 

Tourniquet

Dormant account
Joined
Aug 13, 2009
Location
Amsterdam
Ok then my apologies, English is not my native language.

I have allot of free time at the moment so im playing casinos everyday actually, and it does look strange in a way I supose but if you read the threats then you can see they are legit and they are differend problems actually.

It does come to the final conclusion of paying out money but thats just the final part and I think thats is always the final part with casinos, the whole story is differend with each threat.

And actually its only 3, the other 2 threats are from 2009.

-

1. threat is about the 99 wagering with max cashout 100 dollars on Rich casino wich they didnt let me cashout after I completed the wagering (case closed they are bad they wont pay it)

2. threat is about Inetbet wich did not respond to my emails and I did not get any emails from them (im still waiting for my withdrawal but there is some progress now).

3. threat is this one.
 

Tourniquet

Dormant account
Joined
Aug 13, 2009
Location
Amsterdam
I would like to update this threat because the issue has been solved now, they said there was been made a mistake from there side and they now payed my money so thank you Zodiac casino for looking further into this mather and a timely solution.

Hi x,

Thanks for your emails. It seems that your account was incorrectly recreated by our support representative. Therefore, we agree to review our initial decision.

In the meantime, we require the following documentation :

1. Your Passport or Drivers License.
2. A Utility Bill or Credit Card Statement showing your Name and Address as registered on your casino account.
3. A print screen of the page showing your name and address as well as the account number for your Neteller account. (Please use the 'Printscreen" key on your keyboard).

Please scan the required documents and send them to this email address: [email protected]

So we can properly view the images we recommend you enlarge the copies. Please do not upload your documents on Skydrive, as we are unable to read them.

We thank you for your cooperation in this regard and if you have any questions please contact us by email.

Thank you and kind regards,

x
Risk Management
Casino Rewards
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Thanks for the update. And it's "thread" not "threat" :p
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Glad to see that since the CSR had the OP open a second account incorrectly that Zodiac and Casino Rewards honoured the payment anyway.
 
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