ZenCasino Support and Complaints Thread

Hi everyone,

Welcome to ZenCasino!

ZenCasino is provided to you by casino professionals with years and years of experience in the gaming industry. With all the choices you have, we decided that it is time to go back to the basics, cut the crap and let you play casino the way you want.

The whole support team of ZenCasino is available to help you here. 

If you have problems with our casino, you can post it here or contact us directly using live chat and email on our website. We are happy to help.

We are looking forward to hearing your valuable feedback on our site so we can continue improving.

Welcome to LCB forum ZenCasino! Thank you for being available to assist our members! 

Welcome to LCB, ZenCasino! Glad to have you here to assist our members! 

Welcome to our forum Zen casino. Happy to have you here with us. 

Welcome  

Glad there is Zencasino representative there :)

Registered at Zencasino and deposited a total of 400 euros.

My account is verified and i didn't took bonus.

Few days after my balance reached 1868 euros. I asked for a partial withdrawal of 800 euros. My nightmare have just started.

My account locked for reviewing for 10 next days. Said ok, it is 10 days but i could wait.

Today you sent my an email.

So, you decided to close account and confiscate winnings cause i violated their T&C. In your email, you don't specify what term i violated. A general statement that i violated your Terms is not accepted. You are not even willing to give more details. According to your email sent '' All requests from you about your account blocking will be ignored.''

I even asked your live chat support why you closed my account. He couldn't provide more information and told me to write to support email. I wrote to your support email, my email was ignored. I created a ticket in your site and a minute after i was not even able to log in.

Zencasino, are you serious?? You think you can confiscate my winnings without a proper explanation?? You know very well i violated nothing. If i did, prove it!

This is your last chance to rethink your actions. Either provide a valid reason why you closed my account or pay my legitimate winnings.

P.S There is a similtar case with mine in another platform. Seen that you changed your decision as you had a problem with your programmers. Hope my case is  just another mistake from your side. 

Hi spyrosc200,

We will ask the Casino Rep to look into your account. Keep an eye on this thread for the updates. 

Thanks a lot for your help Tania

Hello, Spyrosc200!

Can you please send us your casino login and we will check what goes wrong with your account?
You can send it here or if it will be more comfortable for you to my email: [email protected]

Best regards,
Vlad Dassler
Affiliate Manager ZenCasino

Hello,

Thanks for getting in tough, this is a good sign.

Following your request, i sent you my casino login at your email provided.

As said in my email, you can post your final conclunsion here. From my side, i have nothing to hide so i am not afraid anything.

Hope it was just a honour mistake from your side and that you will solve it and finally pay my legitimate winnings.

Hello, spyrosc200!

After a thorough investigation of the situation by our security department was made the decision to terminate cooperation with you (closing of game account) on the basis of Terms & Conditions and breach of the rules. The company has the right to prevent fraudulent activity and made the decision:
- cancel all bets from the moment of account opening;
- close the client's account.
You should withdrawal all previously made deposits within 5 business days from the moment this notification was sent. After this period your account will be closed and no funds returned.
We’d like to pay your attention that all new accounts created by you will be also closed, bets canceled, all new deposited funds will not be returned and will be used for indemnification of expenses for the investigation and blocking. Due to the fact that your actions are a breach of our company rules, the decision to terminate cooperation is final and not subject to revision. All requests from you about your account blocking will be ignored.

The reason for the block was bets for tier 2 and 3 matches, such bets always get more attention by our security department. In this case, your deposit will be sent back to you till the end of this work week. 

Tania from LCB please check this answer and ask for additional info (logs) of this player, if such answer is not clear for both sides. If this info is enough I am asking to close up this complain.

Link to ZenCasino T&C: https://www.zencasino.com/en/site/termsAndConditions

Best regards,
Vlad Dassler
Affiliate Manager ZenCasino

Dear spyrosc200!

Your deposit already get back to your Skrill account

Best regards,
Vlad Dassler
Affiliate Manager ZenCasino

Hello,

I am asking Tania to keep this complaint open as i am not satisfied at all with Zencasino explanation.

The disputed amount is winnings now 1468 euros(my profit) as my deposits of 400 euros were given back to me.

Zencasino's explanation for confiscationof those 1468 euros is :''The reason for the block was bets for tier 2 and 3 matches, such bets always get more attention by our security department. In this case, your deposit will be sent back to you till the end of this work week.''

You understand that this makes no sense? You have absolutely no reason to confiscate my winnings based on the fact that i bet on tier 2 and 3 matches!

Is Zencasino who DECIDES WHAT GAMES TO OFFER FOR WAGERING, NOT THE CUSTOMER!

Is the customer responsible that he placed bets on games that YOU DECIDED TO OFFER to him?

According to your logic, Zencasino offers those games in 2nd and 3rd tier but if a customer bets on those games then you confiscate his winnings? Is that fair????It is Rogue!!

Where in your Terms and Conditions is this written??? Nowhere!!

Would you have give me back my money if my bets were lost??? Obviosuly not!!

To summarise, you confiscated my winnings and you accused me of violating your Terms and Conditions. Now it is clear that i didn't violate any of your rules.

Since i violated nothing, i am expecting to be sent my legitimate winnings of 1468 euros!

If Zencasino don't want customers to bet on 2nd and 3rd tier games, then you should not offer them to customers!!!

In the same way, if a customer tomorrow wins in casino games, you will confiscate his winnings cause you didn't like the casino game the customer won???

You are the one who decides what bets and casino games are available for the customer! Customer is not responsible if he took bets on the games YOU choose to offer to him for wagering! It can be more clear than that!

So, sent me my legitimate winnings and then this complaint can be closed.

Haven't received my winnings yet.

Zencasino, accept your mistake and pay my legitimate winnings!

You can't simply confiscate my winnings cause i bet on 2nd/3rd tier games!

You offer 2nd and 3rd tier games for wagering but when a player wins, you confiscated his winnings cause he bets on 2nd and 3rd tier games!

It is unbelievable, rogue and dishonest!

No serious casino can act like that!

Hi Vlad,

where exactly in the T&Cs does it state players cannot play tier 2 and 3 matches?

Hello, spyrosc200!

Your account was blocked not because of playing tier 2-3 bets, everyone can play it and get money from it. Our security service made the decision because of the strange raw of bets and winnings for such matches. 

"The company has the right to prevent fraudulent activity and made decision:
- cancel all bets from the moment of account opening;
- close the client's account."

Best regards,
Vlad Dassler 
Affiliate manager ZenCasino

Zencasino, are you kidding me??

''Our security service made the decision because of the strange raw of bets and winnings for such matches. ''

What is considered ''strange raw of bets''??You are now getting even more exposed!

Wagering on 10-20 tier 2 and 3 matches is ''strange raw of bets''? Since when?? Is there such terminology in your Terms and Conditions?? Show me!

Is there any other A-Rated book that has such Terminology in Terms and Conditions?? No, cause simply such terminology DOES NOT EXISTS in the industry (not even in your own T&C)!

How on earth a player can know what YOU believe is considered ''strange raw of bets''??

Would you have given my back my money if the ''strange raw of bets'' were lost?? Obviously not!

In your mind, you can call ''strange raw of bets'' whatever bets you want and confiscate players winnings!!! This is rogue and unfair!

My bets have nothing to do with fraudulent activity and you know it very well!

Stop finding excuses and pay my legitimate winnings!

Till then, i need this complaint to stay open. Prefer throwing the money from brisge than let you confiscate them with bullshits!

Hope an admin can help me getting paid from those guys as situation is getting funnier and funnier lol.

P.S You think you can confiscate my winnings when all other books paid same bets?? Are those casino's idiots and you are the clever one? Obviously not!

Zencasino,

Will you ever reply what is considered ''strange raw of bets'' for you?

Will you ever reply, who will decide if a raw a bets is condidered ''strange''??? What criteria are you using and where are those criteria stated in your Terms and Conditions???

Will you ever reply, where is stated in your Terms and Conditions that you will confiscate winnings if a player has ''stange raw of bets''?

Only ROGUE casinos are acting like this!

Zencasino, 

I am asking you once again: Where in your Terms and Conditions is stated that you can confiscate winnings because of ''strange raw of bets''?

What is the definition of ''strange raw of bets'' if there is no such definition in your Terms and Conditions? Winning bets on 2nd and 3rd tier matches??

So far you are unable to provide a valid reasoning for confiscating my winnings! 

Only ROGUE casinos are acting like this!

Another weekend has passed and i Zencasino is still confiscating my winnings!

Zencasino, will you ever sent a proof regardings your statements?

You accused me being a fraudster, yet you are the one who are not able to provide any proof for your words!

I am challenging you to post my bets in public so anyone can see the joke reason you confiscated my legitimate winnings!

Hello spyrosc200,

We've asked the Casino Rep for additional explanation / evidence on your case and for clarification about their terms that he is referring to.

Thanks a lot for help Tania, really appreciated 

Indeed the company has every right to prevent fraud, however you need to prove there was fradulent activity and explain what exactly playing tier 2-3 bets means and how is it fraud?

Please have in mind that there is no betting system that can beat casino games with a house advantage: source 

After so many days, Zencasino is still unable to provide any PROOF for their actions. 

Zencasino, either pay my legitimate winnings or prove that there was fradulent activity!

You cant simply run away with customers money!

Good day!
The answer about the player and the controversial situation at the expense of bets. Based on points 9 and 10 which you can find in the terms and conditions, the brand management independently makes decisions about fair bets. Bets on 2 and 3 leagues are considered by us as high risk and our security department independently monitors such bets.

Most matches in these leagues are contracted. There are many closed, paid forums in which information about contracted matches is published. Our team also has accounts on such forums, and we track all contractual matches.

We considered the bet made by this player as a bet for a contractual match, respectively, an attempt to commit fraudulent actions on our website. The security department of our brand decided to return the money to the client and block his account without the right to restore. We returned the money to the client, closed the account, and also, decided to stop accepting bets for 2-3 leagues in order to avoid similar cases in the future. (At this moment, our technical department deals with this issue)

We apologize for this situation and will do everything possible to avoid such disputes in the future.

With respect,
Team ZenCasino.

Zencasino,

Both @Zuga and @Tania asked you for evidences, yet you are keep telling same story!

Either provide a proof for your nonsense accusations or pay my legitimate winnings! As simple as that!

''We considered the bet made by this player as a bet for a contractual match''

Which game are you talking about?

How do you conlcuded that a game was fixed?? Based on what???

Why all other casinos paid fine SAME BETS, EXCEPT YOU??

You are keep telling me that i bet on a fixed game, yet you are UNABLE TO PROVIDE ANY PROOF!

Only rogue casinos are acting like this!

Also, let me clarify something cause some people may don't understand when a game is clarified as fixed:

FEDERBET is a Belgium-based non-profit body with a ''mandate to report matches with irregular betting patterns, notifying the competent national football associations.''

Have you seen any notification from Federbet, regarging the game you mentioned or regarding any of my other bets on diferrent games?? No!

So, to summarize, you are accusing me for match fixing, something that is not true and you  confiscated my legitimate winnings.

Admins asked you for evidences but instead of providing them your are keep telling same joke accusations!

''There are many closed, paid forums in which information about contracted matches is published. Our team also has accounts on such forums, and we track all contractual matches.''

This is the funnier comment i ever read from a casino lol. Someone is fixing games and he informs the whole web about it??? Come on man, be serious at least!

All in all, i am asking you one more time to pay my legitimate winnings or provide a proof for your nonsense accusations!

Dear spyrosc200!

We understand your disappointment in this whole situation. But I hasten to note that, on the basis of paragraphs 9 and 10 (https://www.zencasino.com/en/site/termsAndConditions), we ourselves take sanctions against our clients, if our security department has a  reason for it. In this case, we made a decision to pay your deposit (What we did successfully) and close your account.

We act strictly according to the rules on our website. We consider your accusations understandable, but not relevant.

We wish you success and all the best.

With respect,
Team ZenCasino.

Zencasino,

I am repeating: Both @Zuga and @Tania asked you for evidences!

Can you finally respond if you have any proof for your actions?????

Even if a game was fixed (which wasn't), why you confiscated profit came from 15 diferrent games? According to your Terms and Conditions (9.5.1), you should have paid profit from rest 14 games

How on earth you concluded that my bet was on fixed game? Based on what?? Your clueless security department? Your explanation that you monitor closed and paid forums is funny at least!

You can't simply confiscate my winnnigs without any proof for actions! As simple as that! 

You are aware that all other books paid fine as my bets were legit (if you are not aware, ask betradar about it). However, you voided my winnings, confiscated profit from 15 diferrent games and you are telling me that my accusations are not relevant? Are you serious??

Zencasino,

Will you ever profive any proof for your actions?????

More than a month passed since you confiscated my money, i am still waiting for EVIDENCES!

No theories, no assumptions, no hypothesis but EVIDENCES!

Are you able to provide them?

If yes, then go ahead! Till then, you are scammers and noone should trust you with real money!

Dear Zencasino,

I am still waiting your EVIDENCES!

Either provide them, or pay my fully legitimate winnings!!

Hello Zen!

Aha i read right?

Ok now i know that the casinos is not seriously when i read all the comments here.. So i know now not to deposid here.. :) thanks to spy..

Good bye Zen 

Hello,

Thank you for accepting me to this platform. I have huge issue with zen betting. I played on the casino with a nice bonus.

I won 9000 euro on a couple of slots. All of a sudden my balance changed to 300 euro!!!

What a terrible experience on this platform.

I asked the support they said I have placed a a bet over the maximum limit.

I couldn’t recall anything about placing a bet above maximum. Until I played a slot that kept giving me errors I just places a bit within the maximum limit. As it glitched and turned off and on. The platform and slot was acting really weird it keep getting me messages that I logged off (pragmatic play) see screenshot attached.

It opened with a bigger bet size every time I want to reload.

Never saw or CLICKED on a bigger bet size if it happened it was glitch on the PROVIDER PRAGMATIC or on the Zen casino platform.

Nothing has been gained by this bet! I did not win anything!!

This is a glitch and a mishap with no benefits of winning for me.

I asked for my game play. They provided it and it was really awkward.

Only 1 second between spins when I play and no its 9 seconds and a long 5 spins as every objective person or casino protection body can see. This is not normal game play and behavior.

Casino keeps telling me it is my mistake.

I want to request the casino 1 more time to look at the situation and look at it from objective and logic point of view. Check my game play history that I never intent to break to rules or do I gained is.

I am a recreational player who want to have some fun. Getting a technical error cause of your platform cost me 9000 euro’s 

Casino can do a FULL INDEPENTED investigation with there game provider to find out what exactly happened. Why did the slot LOGG OFF like example picture. Why are they bet sizes increasing every time when I want to reload the page.

Slots provider can see exactly what happened in detail and why the server was disconnected at that time. Providing me with just my slots spins isn’t enough!!

I hope we can resolve the matter before the investigation intend of good behave on Zen betting.

it can be that it was a single infraction, the infraction resulted in no profit and the game can be shown to default to a violating setting on load.

Hello Topgun12,

Can you please send us your Casino username via private message, so that we can get in touch with Casino Representative.

Hi Topgun12,

We are still waiting for your account details to be able to help you. Please PM me so we can reach out to Casino Representative.

Sent it now. Was on holiday sorry for the late reply.

Hi Topgun12,

Thanks for sharing your credentials. We will ping Casino Representative and get back to you when we get the update. Keep you posted.

Hello Topgun12,

Casino Rep got back to us with the clarification. We've been told that you took a crypto deposit bonus with the terms: max bet per spin 5. Because you have exceeded max bet, all of your wins have been voided and deposit amount returned to your balance. 

On the provided photos you can see the terms of the bonus and the proof od exceeded bets that we got from the Casino.

Hello Topgun12,

We will mark this case as RESOLVED.

Like I said I was playing the slot on a normal bet sizes. Which is allowed. I get interpretation from the server the bet size keeps jumping. On a higher amount.

I couldn't do anything the site was lagging. As you can see in the play history there is a interval of 6 seconds on every spin. The next spin it's 10 seconds.

All my bet history are 1 second spins.\

I was hoping Zen casino could investigate this matter. There site isn't working the best.

Also mention that it can be that it was a single infraction, the infraction resulted in no profit and the game can be shown to default to a violating setting on load.

Hope yo can understand.

Hello Topgun12,

We completely understand you, but there are no exceptions for breaching Terms and Conditions. Casino needs to stick with the rules and we noticed that you had exceeded bet od $10 and $5 is the max bet per spin looking at the coupon you used. Casino Rep explained in detail and provided us with the proof. 

We can reach out again to them but we are not sure that we will get a different explanation. Keep posted for any update.

Hello Topgun12,

Still without the update on the latest email regarding your case. We will send a reminder once again in hopes that we will get some useful and more detailed information. Please keep us posted.

Hello,

I having exactly the same issue with zencasino as user Topgun12.

Zencasino is loggin me out in the middle of the wagering. I log myself back in and the betsize is adjusted.I want to think it's a system error but I think they do it deliberately.  Can lcb look into it for me? 

Hello Sean Whelan,

Could you please send us your Casino Username via private message so we can get in touch with Casino Representative regarding this matter?

Hello Sean Whelan,

Thanks for sharing your credentials with us. We will notify Casino Representative about your issue in order to help you. Please keep an eye on this thread.

Any new info about my case?

Hello Sean Whelan,

Unfortunately, we haven't heard back yet, as soon as we get a response we'll update you on this thread. 

Hello Sean Whelan,

We are still without any update regarding this matter. We will try to reach out to them once again hoping that the solution to this problem is around the corner. Please keep an eye on this thread for any updates.

Hello Sean Whelan,

Unfortunately we are forced to close this complaint due to Casino unresponsiveness. They are ignoring our emails and obviously don't want to cooperate with the complaints. Knowing that we will mark it as Unresolved.

Once we get some update we will re-open this case.

Thank you.

Could you ask about my case. For a full review.