Zodiac Casino - Il ritiro del giocatore è stato sospeso.

Good evening. I don't know how to deal with it anymore at zodiac casino I won 1500 without bonus!

The win was acquired with the 16 digit pin code paysafecard kt. I bought a gas station.

But the problem occurred when I wanted to pay, I stated by bank transfer, I'm sure I wrote the data that they wanted as the name of the bank, account number, etc. Everything looked right. After half a month, it all came fine, but finally they sent me an email from probably I wrote the wrong details of the bank so they sent me s5 to the casino account money..so I asked a friend it's my distant relative actually but to explain it to them ... but to help me because I don't speak so much English I don't know the language at all he yes..no but he mistakenly added his payment card and had it paid out while not paying out he still paid 300 to plus with his card, so he had a total of 1800 s but there were no winnings with that card .. and yes we read the conditions that must not be win paid to a different card than I registered in the casino, but as this happened, I immediately wrote a live chat and I also have screenshots of how they wrote me out that they don't see the problem, that it shouldn't be a problem and completely different to me they wrote as I wrote to them .. and another problem is that the casino zodiac has not communicated with me for two months, I still write riskmanagement@casinorewards.com and they seem to have nothing but I have the right money since it was with 16 local pinkod and not cards and I only paid kt. I acquired (1500) with that code. And on behalf of God, they got me blocked..please you if you can help. Thanks

Dobrý večer. Neviem ako to už mám ďalej riešiť na zodiac kasíne som vyhrala 1500 bez bonusu!

Vyhrala bola nadobudnuta so 16 miestneho pin kódu paysafecard kt. Som zakúpila na benzínke.

Ale problém nastal keď som chcela dať vyplatit uviedla som bankovým prevodom j som si istá eze som napísala údaje kt.chceli ako meno banky číslo účtu a pod.vsetko správne vyzeralo to ze po pol mesiaci to všetko pohode príde no nakoniec mi poslali mail ze pravdepodobne som napísala nesprávne údaje banky tak mi poslali s5 na kasíno účet peniaze..tak teda som poprosila kamaráta je to mojvzdialeny príbuzný vlastne ale to im tak vysvetľovať...no teda aby mi pomohol pretože ja neovládam až tak anglicky l jazyk vlastné vôbec dez to on áno..no lenže on tam omylom pridal svoju platobnú kartu a dal vyplatiť pričom nie vyplatiť on ešte so svojej karty 300 do plus dal čiže dokopy 1800 s mala ale s tej kartyneboli nadobudnutéžiadny výhry .. a áno prečítali sme si podmienky ze nesmie byť vyhra vyplatená na iný kartu ako som registrovaná v kasine lenže ako sa toto stalo ja som hneď písala live chát a maam aj screenshoty ako mi odpísali ze oni problém nevidia ze to by nemal byť problém a úplne iné mi pisali ako som im písala.. a ďalší problém je ze uz dva mesiace somnou nekomunikuje casino zodiac stále píšem riskmanagement@casinorewards.com a oni akoby nič pritom si myslím ze mam pravo n tie peniaze keďže to boli s 16 miestneho pinkodu a nie karty a ka som si dala vyplatiť len sumu kt. Som nadobudla (1500) s toho kódu. A na účet ani za boha sa dostať zablokovali ma..prosím vás ak viete pomôžte. Diky

Dear Maria,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. I checked the terms and conditions and found the following rule https://www.zodiaccasino.com/en/terms/ :

"Proof of ownership of the financial accounts used to deposit and / or withdraw from the casino. This would include, but is not limited to, a copy of the physical card, a statement for a specific bank account, or relevant screenshots of other online wallets and methods. "

Next, check out our Player Code https://casino.guru/fair-gambling-codex-for-players :

"Payments

You should only use bank accounts and credit cards held in your name for deposits and withdrawals. Failure to do so may result in problems when attempting to select. This rule is mostly introduced to prevent credit card misuse and also due to international anti-money laundering regulations. "

Please understand that this rule has been violated. Casinos may allow some exceptions when depositing funds from a community card. If you can't prove you're the legitimate owner of the repayment method, I'm afraid we can't do much for you. There may be a chance to resolve this case if the relative's payment card has not been used to deposit funds into your account, but unfortunately we currently have no chance.

Thank you in advance for your response and understanding.

Sincerely,

Petronela

Drahá Mária,

Veľmi pekne ďakujeme za odoslanie sťažnosti. Je mi ľúto, že sme sa dozvedeli o Vašom probléme. Skontrolovala som podmienky a našla som nasledujúce pravidlo https://www.zodiaccasino.com/en/terms/:

„Doklad o vlastníctve finančných účtov použitých na vklad a / alebo výber z kasína. To by okrem iného zahŕňalo kópiu fyzickej karty, výpis týkajúci sa konkrétneho bankového účtu alebo príslušné snímky obrazovky iných online peňaženiek a metód."

Ďalej si pozrite náš Kódex pre hráčov https://casino.guru/fair-gambling-codex-for-players:

„Platby

Pri vkladoch a výberoch by ste mali používať iba bankové účty a kreditné karty vedené na Vaše meno. Ak to neurobíte, mohli by ste sa pri pokuse o výber dostať do problémov. Toto pravidlo je väčšinou zavedené s cieľom zabrániť zneužitiu kreditnej karty a tiež kvôli medzinárodným predpisom proti praniu špinavých peňazí."

Pochopte, prosím, že toto pravidlo bolo porušené. Pri vklade finančných prostriedkov zo spoločnej karty môžu kasína povoliť niektoré výnimky. Ak nemôžete preukázať, že ste legitímnym vlastníkom splatobnej metódy, obávam sa, že pre Vás nemôžeme urobiť veľa. Možno by existovala šanca na vyriešenie tohto prípadu, ak platobná karta príbuzného nebola použitá aj na vloženie prostriedkov na Váš účet, ale bohužiaľ momentálne nemáme žiadnu šancu.

Ďakujem vopred za odpoveď a pochopenie.

S pozdravom,

Petronela

Additional comments from the player:

"Good morning I tried to write off the answer from the casino application. They confiscated my money from any card that was added while my name is configured as the owner, but I can prove by road notarization that I can also handle the account because I am the card holder. wbikym link on your site. That's why I'm writing to you "

Additional comments from the player:

"Dobre ráno ja som sa snažila odpísať na odpoveď od ziadiac kasina. Mi zhabali peniaze koli karte ktorá bola pridaná pričom moje meno nwfiguruje ako majiteľke ale viem dokázať cestne overené notárom ze ale viem narábať aj s účtom pretože som disponent karty..mne sa nedalo wbikym spojiť na vašej stránke. Preto vám píšem"

Good day,

You can try to send me a notarized confirmation that you are the card holder, but even that does not guarantee us success in solving the problem. I cannot guarantee that the Slovak copy of the confirmation will be accepted by the casino and even the translated confirmation may not be sufficient proof for the casino that you are the owner of the account.

My email address is petronela.k@casino.guru .

PS: The link you tried to write to is for the newsletter, so you could not write to the complaint. Please try to use the link sent to you as a complaint notification.

Dobrý deň,

Môžete mi skúsiť preposlať notársky overené potvrdenie, že ste disponentkou na karte, ale ani to nám nezaručuje úspech pri riešení problému. Neviem Vám garantovať, že slovenská kópia potvrdenia bude akceptovaná kasínom a ani preložené potvrdenie nemusí byť dostačujúci dôkaz pre kasíno, že ste majiteľkou účtu.

Moja emailová adresa je petronela.k@casino.guru.

PS: Link, na ktorý ste sa snažili odpísať je pre newsletter, preto sa Vám nepodarilo odpísať na sťažnosť. Skúste prosím použiť link, ktorý Vám bol zaslaný ako notifikácia na sťažnosť.

Dear Maria,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.