ZenCasino - Die Gewinne des Spielers wurden vom Casino reduziert.

I deposit 50 and receive a 50% bonus. Then I actually manage to get to 1100 and then they deduct 300 from me because allegedly I'm not allowed to win that much! This is an absolute outrage. Is this common practice in casinos? Then I will cease doing it in the future....

Ich zahle 50 ein und bekomme 50 % Bonus. Dann schaffe ich es damit wirklich auf 1100 zu kommen und dann zieht man mir 300 ab, weil ich angeblich so viel nicht gewinnen darf! Das ist eine bodenlose Frechheit sowas. Ist das gang und gebe in Casinos? Dann lasse ich es in Zukunft....

Dear bluezoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that many casinos have a maximum cashout limit applied to bonuses, which is not unfair.

Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Also, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

BUT THAT'S UNFAIR!! It's almost impossible to play through and then they deduct 300 euros from you...

Now they come with something new......first the provider was supposedly faulty and the payment was cancelled (complete nonsense)...now they come with

Dear Client, Please be advised that you have violated our Terms and Conditions by betting on sports using winnings from wagered bonus. Please read: Paragraph 9.7. Money that client get after wagering of bonus can be used for playing casino games or withdrawal, it is prohibited to use wagered bonus for sports betting. Despite the violation of our Terms and Conditions, we will process your current withdrawal of 1055 EUR this one time only. Please do not use any remaining balance for sports betting, otherwise winnings will be voided and bets refunded. And please don't repeat this mistake in the future. Thank you for your understanding! Kind regards, Zen Team

Are they still doing well? I'm curious to see if I really get the money, what nonsense, I have to pay everything out and then deposit it again in order to be able to place sports bets, that's harassment. And on top of that, it's complete nonsense, no one thinks of reading the terms and conditions for such nonsense

DOCH DAS IST UNFAIR!! Es ist eh fast nicht möglich durchzuspielen und dann werden einem 300 Euro auch noch abgezogen..

Jetzt kommen Die mit etwas neuem......erst war angeblich der Provider fehlerhaft und die Auszahlung wurde storniert (völliger Blödsinn)...jetzt kommen die damit

Dear Client, Please be advised that you have violated our Terms and Conditions by betting on sports using winnings from wagered bonus. Please read: Paragraph 9.7. Money that client get after wagering of bonus can be used for playing casino games or withdrawal, it is prohibited to use wagered bonus for sports betting. Despite the violation of our Terms and Conditions, we will process your current withdrawal of 1055 EUR this one time only. Please do not use any remaining balance for sports betting, otherwise winnings will be voided and bets refunded. And please don't repeat this mistake in the future. Thank you for understanding! Kind regards, Zen Team

Gehts denen noch gut? ich bin ja mal gespannt ob ich das Geld wirklich bekomme, was ein Unsinn, ich muss erst alles auszahlen und dann wieder einzahlen um dann sportwetten machen zu dürfen, das ist doch Schikane. Und noch dazu völliger Blödsinn, Kein Mensch kommt darauf, sich die AGBs durchzulesen für so einen Schwachsinn

the 1055 were at least paid out quickly

die 1055 wurden immerhin schnell ausgezahlt

All the money was paid out, but whether I will play there again remains questionable, because something like that is not possible

geld wurde alles ausgezahlt, ob ich da noch mal spiele bleibt aber fraglich, denn sowas geht gar nicht

Dear bluezoo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru