Bogus Complaint Zodiac Casino locked my account and void my winnings.

Status
Not open for further replies.

martine79

Banned User - posted bogus complaint
Joined
Aug 24, 2011
Location
Netherlands
Editor's note: Yep, this was a dodgy one. Player opens an account at the casino using his mother's name - clearly a violation of their terms and conditions. Claims it was an accident (?!). And then demands his deposit back. The casino couldn't refund the deposit because it was only $1. This amount is below the threshold of withdrawing to Moneybookers. Player opened an account at Casinomeister to complain. Hung around for two days, then never came back. Banned for posting a bogus complaint. He never submitted a formal complaint via our arbitration service. For more information, you can read about formal complaints in our archives

I have a account on Casino Rewards on my own name (Martine) All the casino accounts connected to it, are also on my name. But i did register zodiac on my mothers name (Geertje) and i tryed from the beginning to get that changed.

The Customer service told me again and again. No Worries, the payments department will sort it out with you. Yeh Right! So i trusted that it would be fine. I even asked for my money, would it dissapear? No they said from the customer service, my money would still be mine and would not dissappear. They will sort it out with you.

And now my winnings are void, beacuse the name i registered is not the same as on my moneybookers. Thats right, its my mothers name and i tryed and tryed to get that changed right from the start. But now i got one email with

"According to our records, a financial account registered on your account is not in your name. As per our terms and conditions, any winnings obtained from a ewallet purchase which is not in the name of the account holder will be void"

I whas aware of that and tryed from the beginning to change the details, but they would not help me and its easy to say its void, so they dont have to pay my winnings i honest won.

But they accepted my deposit and refuse to pay out my withdrwal.

I am flabbergasted and i find this unbelievable.



Regards Martine and Geertje. 2.jpg 3.jpg 4.jpg Old Attachment (Invalid)



P.S. i do have a lot of printscreens of the chats with the customer service, with their NO WORRIES.

Accountnumber tzcr0119694616
 

Attachments

  • locked.jpg
    locked.jpg
    99.1 KB · Views: 387
  • 1.jpg
    1.jpg
    67.6 KB · Views: 355

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
1. Why would you register the account is someone else's name (which is not allowed to begin with)?

2. Why would you go ahead and deposit into someone else's account with your moneybookers?

3. Why didn't you ask for the account to be closed, so you could open one in your own name?


I'm pretty sure I know the answers, but I'll stun my critics by giving you the benefit of the doubt.

FWIW I did not see any statement from support that there would be no problems with the withdrawal. The rep said they hope you get it sorted out (i.e. with the accounts department)

In fact, they told you they cannot help you with the issue and that you should speak to the accounts department (which you clearly did not).
 

martine79

Banned User - posted bogus complaint
Joined
Aug 24, 2011
Location
Netherlands
1. Why would you register the account is someone else's name (which is not allowed to begin with)?

I did register it on my mothers name, because we allways play together if we gamble, i thaught we play together, so we share also, thats why i did it on her name. But after is whas aware of it i asked it to be solved so i can change it into my own name, but they wont help me.

2. Why would you go ahead and deposit into someone else's account with your moneybookers?
It whas OUR account, from my mother and mine.

3. Why didn't you ask for the account to be closed, so you could open one in your own name?

They said (i have many more printscreens, but i can only use 5 here) that the finanicial department would sort it out with me.
I'm pretty sure I know the answers, but I'll stun my critics by giving you the benefit of the doubt.

FWIW I did not see any statement from support that there would be no problems with the withdrawal. The rep said they hope you get it sorted out (i.e. with the accounts department)


No they said i am SURE!
Its not fair that it isnt now.
In fact, they told you they cannot help you with the issue and that you should speak to the accounts department (which you clearly did not).

I send several emails to that department, but its ignored. They also said in the live chat "Im sure they will sort it out"
And No worries!
1.jpg 4.jpg
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I send several emails to that department, but its ignored. They also said in the live chat "Im sure they will sort it out"
And No worries!
View attachment 28576 View attachment 28577

So, if you and your mother were going to play together anyway, why not just leave it under her name? I'll tell you why, because the moneybookers account is in your name (it cannot be in both names therefore it is your account which you have used to deposit to someone else's account).

Support told you that the finance department should be able to sort it out with you.....SHOULD. You did not wait for a reply from the finance department, so nothing was sorted out, but you went ahead and played anyway, which means you broke a golden rule at online casinos by using your MB for someone elses casino account. You asked when you setup the account (so you say) for them to change the name and they refused - but you went ahead anyway. Very bad move.

Sorry, but it all doesn't sound right.

If you cannot get help from the Casino Rewards Rep here then you need to submit a Pitch A Bitch here. Read ALL the rules carefully.
 

lamarsh

Banned User: PAB fraud
PABnoaccred
Joined
Jun 24, 2011
Location
London
This is an odd case. I can't decide if the OP is being honest or not. INTENT has much to do with this outcome IMHO. The rules were clearly broken, however.
 

martine79

Banned User - posted bogus complaint
Joined
Aug 24, 2011
Location
Netherlands
So, if you and your mother were going to play together anyway, why not just leave it under her name? I'll tell you why, because the moneybookers account is in your name (it cannot be in both names therefore it is your account which you have used to deposit to someone else's account).

My mother dont have a moneybookerd account, thats why.

Support told you that the finance department should be able to sort it out with you.....SHOULD. You did not wait for a reply from the finance department, so nothing was sorted out, but you went ahead and played anyway, which means you broke a golden rule at online casinos by using your MB for someone elses casino account. You asked when you setup the account (so you say) for them to change the name and they refused - but you went ahead anyway. Very bad move.

I played already and after that i had thougt about it, i asked Sam from the customer service, who stayed with me all the time (i have the first chat also in txt) and he told me that is whas not a problem, i even dont have to send my id under 1500 (i won 1250) They refused to help me after i had played and mailed them several times that i made a mistake, so of they could change my details.

Sorry, but it all doesn't sound right.
I agree, but not from my side i whas not aware of it and asked for help, they did not help me att all

If you cannot get help from the Casino Rewards Rep here then you need to submit a Pitch A Bitch here. Read ALL the rules carefully.

i will contact them, but from the beginning i asked for help and they did not help me at all.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Yes, please contact the rep on this board regarding your issue.

Don't deposit and play on any of your CR accounts until this is sorted. There's a possibility that they may consider you a fraudster and lock other accounts or refuse other payments. I wouldn't take the chance in the meantime.

Stop posting about your issue, and give the rep a reasonable length of time to respond to you and look into it. (at least a week to get an acknowlegement at minimum). The reason to stop posting is in case it's not resolved to your satisfaction, you will be able to Pitch-a-Bitch https://www.casinomeister.com/player-arbitration-pab/.

But I must say, I don't think you will get your withdrawal. But the good news is that your deposit will most likely be returned.

You might as well get together your mom's ID, and recent proof of address, as well your your ID and same.
 

martine79

Banned User - posted bogus complaint
Joined
Aug 24, 2011
Location
Netherlands
Zodiac

Editor's note: Yep, this was a dodgy one. Player opens an account at the casino using his mother's name - clearly a violation of their terms and conditions. Claims it was an accident (?!). And then demands his deposit back. The casino couldn't refund the deposit because it was only $1. This amount is below the threshold of withdrawing to Moneybookers. Player opened an account at Casinomeister to complain. Hung around for two days, then never came back. Banned for posting a bogus complaint. He never submitted a formal complaint via our arbitration service. For more information, you can read about formal complaints in our archives


I have got an answer that they could not help me. I asked them to please delete all my accounts at this casinogroup and i never go and play there again. Also my friends who gamble i will not recommend this casinogroup and no i did NOT got my deposit back. As i said, they accept my deposit, but refuse to pay my winnings out, its not fair, if they want to see me as a fraudster, its ridicolous, beause i asked help from the beginning (when i whas registering i asked the live help who whas with me and he told me it would be not a problem, that i did it on my mothers name) and i already send my mothers ID and from myself.
 

deepsky2

One more spin
Joined
Mar 1, 2011
Location
toronto ontario canada
Sorry to hear that it didnt work out in the way you hope. I do think you should of at least got your deposit back. I still dont understand why you would open account in a different name .............lesson learned.
I have to say I have account with Zodiac and never had a problem and has become my Fav casino to play, above GoWild and others. I dont think this problem you had will change people mind on the casino group just to everyone don't open account unless its in your name and all information is correct and you won't have problems.
 

LaHutti

Sr. ÜberUnter Ass. Man.
PABaccred
PABnonaccred
Joined
Mar 19, 2008
Location
East and West
Extremely poor costumerservice in my opinion.
When asked, several times, if this would be a problem, the player SHOULD have been told NOT to play on this account. Instead CS kept saying they were sure it could be sorted out.
This just shows, that players can not trust costumer support.
Yes the player broke the rules, and CS should have told them so, when they asked, no matter what their rason for breaking the rules were, before they deposited, and not AFTER the player won, and tried to withdraw. To be perfectly honest, I think costumer support should have locked the account right away, when they became aware of the problem, so no deposit could be made.
At the same time....players should read the terms, and follow them, and NOT hope that things will be sorted out later, no matter what CS tells them...this case shows that quite clearly.
 

LaHutti

Sr. ÜberUnter Ass. Man.
PABaccred
PABnonaccred
Joined
Mar 19, 2008
Location
East and West
Noone said they "accidently' signed up under a different name.
They made an account in their mothers name, to share the account, and then deposited from an account in their own name, which they shouldn't have done, agreed...and thy tried to get it fixed, but got NO help from cs.
Then cs knowingly let them continue to do so, as long as they didn't win...as soon as they won ...boom, locked account, and void winnings.
Bad cs, and bad business model, to take a costumers deposits, knowing that they were breaking the rules, AND void their winnings as soon as they win.
I for one do not have any extra hoops to jump through, because of this case. I read the terms and follow them, so some cs person can't tell me, that things will be sorted out, and I end up in a situation like this.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Noone said they "accidently' signed up under a different name.
They made an account in their mothers name, to share the account, and then deposited from an account in their own name, which they shouldn't have done, agreed...and thy tried to get it fixed, but got NO help from cs.
Then cs knowingly let them continue to do so, as long as they didn't win...as soon as they won ...boom, locked account, and void winnings.
Bad cs, and bad business model, to take a costumers deposits, knowing that they were breaking the rules, AND void their winnings as soon as they win.
I for one do not have any extra hoops to jump through, because of this case. I read the terms and follow them, so some cs person can't tell me, that things will be sorted out, and I end up in a situation like this.

This is the problem. There should be no problem sharing an account, just as you might share a room with someone on holiday. What the OP got wrong was a technicality, using one name for the shared account, but funding it from an eWallet in the other's name.

CS should have locked the account the SECOND they were told this had happened, as this is a situation that MUST be investigated in case the deposits were coming from a stolen eWallet. Allowing play to continue meant that lax procedures at this point exposed a potential victim of ID theft to having their eWallet emptied into that Zodiac account. Since this is clearly what they thought was going on because of their eventual decision on the matter, they were negligent in allowing the situation to continue to the point where a deposit was made from a "stolen" eWallet. Now, the victim doesn't seem to be getting that deposit back, which should go back to the eWallet it came from in order to return the "stolen" funds.

If they argue that the deposit was not stolen, they are more or less saying they believe the player's story that this was a genuine attempt to share an account between family members, and thus they should have been able to sort this out by correcting the registration details so that the account was in the name of the OP rather than the mother, and then asking for documents from both to prove that nothing else was being planned by way of fraud for later on.

It does seem that a number of complaints have emerged where details of an ewallet have been stolen, and the contents emptied into a "merchant". The above tale shows how indecisive action by CS when such potential situations come to light leave a window of opportunity for fraudsters to try to steal the money by moving it through the casino. If they acted more decisively, it is more likely that such frauds would be stopped before too much money, if any, was actually removed from the stolen eWallet.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Noone said they "accidently' signed up under a different name.
They made an account in their mothers name, to share the account, and then deposited from an account in their own name, which they shouldn't have done, agreed...and thy tried to get it fixed, but got NO help from cs.
Then cs knowingly let them continue to do so, as long as they didn't win...as soon as they won ...boom, locked account, and void winnings.
Bad cs, and bad business model, to take a costumers deposits, knowing that they were breaking the rules, AND void their winnings as soon as they win.
I for one do not have any extra hoops to jump through, because of this case. I read the terms and follow them, so some cs person can't tell me, that things will be sorted out, and I end up in a situation like this.

Try again.

The OP setup an account in her mothers name, realised her 'mistake", asked them to change it and they refused, and THEN went ahead and deposited anyway....after being asked to confirm with accounts which she did not.

Get your facts straight.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Try again.

The OP setup an account in her mothers name, realised her 'mistake", asked them to change it and they refused, and THEN went ahead and deposited anyway....after being asked to confirm with accounts which she did not.

Get your facts straight.

Which should NOT have been possible had CS done their job properly, and locked the account straight away after being told what had happened. CS should know their own terms, and that there was no provision for ANY winnings to be paid were deposits made into the account, nor any guarantee that accounts would change the details. CS should have locked the account straight away, which would have FORCED the OP to wait for accounts to come to a decision before depositing. Casinos know damn well that gamblers are NOT patient; they even state this as a reason for NOT doing more to verify players before they deposit, saying they CANNOT take the risk that lack of patience will have the player going elsewhere because they can't be properly verified right away. CS repeatedly gave vague answers, leaving it open to interpretation as to whether it would be OK for the OP to deposit and play whilst waiting on accounts to make a decision. CS should have given a direct and unambiguous "don't deposit until you have been told by accounts that it is OK to change the details" rather than a vague "I'm sure there won't be a problem" which indicates the process is just a formality with it being pretty much guaranteed that the details will simply be changed as required, with no hint that accounts would flatly refuse to do so, which it what happened.

Yet again a case of a player being misinformed by CS and thus walking into a "train wreck". Not ALL players, especially new ones, know that this was the WRONG advice from CS, and that it should have been ignored until accounts had actually got back to them. It almost seems that CS didn't want to discourage the player from depositing by being too specific about waiting for accounts, and this is something that has been seen at other casinos, with CS deliberately playing down the seriousness of an issue in order to keep the player depositing even when the issue is one that means they should NOT be depositing until things have been resolved. Worse still, the casino seem to be indicating they will NOT be returning the deposit, yet this is NOT what the terms say, which only states that WINNINGS are void under these circumstances.
 

LaHutti

Sr. ÜberUnter Ass. Man.
PABaccred
PABnonaccred
Joined
Mar 19, 2008
Location
East and West
Which should NOT have been possible had CS done their job properly, and locked the account straight away after being told what had happened. CS should know their own terms, and that there was no provision for ANY winnings to be paid were deposits made into the account, nor any guarantee that accounts would change the details. CS should have locked the account straight away, which would have FORCED the OP to wait for accounts to come to a decision before depositing. Casinos know damn well that gamblers are NOT patient; they even state this as a reason for NOT doing more to verify players before they deposit, saying they CANNOT take the risk that lack of patience will have the player going elsewhere because they can't be properly verified right away. CS repeatedly gave vague answers, leaving it open to interpretation as to whether it would be OK for the OP to deposit and play whilst waiting on accounts to make a decision. CS should have given a direct and unambiguous "don't deposit until you have been told by accounts that it is OK to change the details" rather than a vague "I'm sure there won't be a problem" which indicates the process is just a formality with it being pretty much guaranteed that the details will simply be changed as required, with no hint that accounts would flatly refuse to do so, which it what happened.

Yet again a case of a player being misinformed by CS and thus walking into a "train wreck". Not ALL players, especially new ones, know that this was the WRONG advice from CS, and that it should have been ignored until accounts had actually got back to them. It almost seems that CS didn't want to discourage the player from depositing by being too specific about waiting for accounts, and this is something that has been seen at other casinos, with CS deliberately playing down the seriousness of an issue in order to keep the player depositing even when the issue is one that means they should NOT be depositing until things have been resolved. Worse still, the casino seem to be indicating they will NOT be returning the deposit, yet this is NOT what the terms say, which only states that WINNINGS are void under these circumstances.

Excactly.
And Nifty, my facts are 100% straight, as usual yours are a bit off.
 
Status
Not open for further replies.
Top