ZenCasino - Der Antrag des Spielers auf Selbstausschluss wurde ignoriert.

At the provider Zencasino, I had myself blocked for all clones due to gambling addiction. However, Zencasino deliberately did not block my account over the weekend as I suspect I should continue to lose money. The support always replied that a block would not be possible because you had to make a payout. This payout was deliberately delayed so I could keep losing. It was only when I made it very clear that I have really lost everything I owned that the account could be blocked a day later. There was a remaining amount of € 159 in the account, which I could no longer pay out because I already had a pending payout. The casino replied to me via email that, despite my losses, there will be no withdrawal. The amount is now withheld. There is no reply to further e-mails. I never claimed a bonus. You are welcome to access the account via my email ***@freenet.de. Zencasino deliberately let me keep playing for days, even though I have described my gambling problems several times. Staying at 159 € now rounds off the overall impression. Terrible casino from my point of view.

Bei dem Anbieter Zencasino habe ich mich bei allen clonen aufgrund von Spielsucht sperren lassen. Zencasino hat mein Konto allerdings am Wochenende, wie ich vermute absichtlich, nicht gesperrt, da ich weiter Geld verlieren sollte. Der Support hat immer wieder geantwortet, dass eine Sperre nicht möglich sein, da man eine Auszahlung durchführen muss. Diese Auszahlung wurde gezielt verzögert, damit ich weiterhin verliere. Erst als ich sehr deutlich formuliert habe, dass ich nun wirklich alles verlloren habe, was ich besitze, hat man einen Tag später dann doch das Konto sperren können. Es hat sich ein Restbetrag von 159 € auf dem Konto befunden, den ich allerdings nicht mehr auszahlen konnte, da ich bereits eine schwebende Auszahlung hatte. Das Casino hat mir per E-Mail geantwortet, dass trotz meiner Verluste keine Auszahlung erfolgen wird. Den Betrag behalte man nun ein. Auf weitere E-Mails erfolgt keine Antwort. Ich habe nie einen Bonus in Anspruch genommen. Über meine E-Mail ***@freenet.de dürfen Sie gerne Zugang zu dem Konto erhalten. Zencasino hat mich mit voller Absicht tagelang weiter spielen lassen, obwohl ich mehrfach meine Spielprobleme geschildert habe. Jetzt auf 159 € sitzen zu bleiben, rundet den Gesamteindruck ab. Schreckliches Casino aus meiner Sicht.

Dear Stefan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Could you please forward me the message in which you requested to be self-excluded? My email address is kristina.s@casino.guru. Please, forward all the relevant communication between you and the casino as well.

Additionally, could you please advise whether you made any deposits after you requested self-exclusion?

Thank you very much in advance for your reply.

Best regards,

Kristina

Sent by email.

After applying, I deposited and lost almost € 2,000. My account there is now closed. The casino responded when they stopped making deposits for a day because the account was empty

Per E-Mail gesendet.

Ich habe nach der Beantragung noch fast 2000€ eingezahlt und verloren. Mein Konto ist dort inzwischen geschlossen. Das Casino hat reagiert, als einen Tag lang keine Einzahlungen mehr erfolgten, weil das Konto leer war

Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Stefan,

I'm taking over your complaint. Let me ask you a few questions: When exactly did you ask for a self-exclusion? How long has the withdrawal been processed?

I cannot log into the account as it is locked. I forwarded a number of emails to you. I applied for the payout on Friday, very early in the morning. At the sister casino I got banned as a gambling addict that day. The payout was not processed all weekend. I asked for the ban on Friday. This is not possible because the payment is still pending. See emails. On Saturday I lost almost € 2,000.

Ich kann mich nicht in das Konto einloggen, da es gesperrt ist. Etliche Mails habe ich ihnen weitergeleitet. Die Auszahlung habe ich Freitags beantragt, sehr früh morgens. Beim schwestercasino habe ich mich an diesem Tag als spielsüchtig sperren lassen. Die Auszahlung wurde das ganze Wochenende nicht bearbeitet. Um die Sperre habe ich bereits Freitag gebeten. Diese sei nicht möglich, da die Auszahlung noch schwebe. Siehe E-Mails. Am Samstag habe ich noch knapp 2.000€ verloren.

I understand Stefan. I will contact the casino and see if I can help.

They don't even answer. So much for seriousness.

Die antworten nicht einmal. So viel zum Thema Seriösität.

We would like to ask Zen Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Has the casino finally got in touch? My remaining balance has not been paid out. I can no longer log into the account.

Hat sich das Casino nun endlich mal gemeldet? Mein Restguthaben ist nicht ausgezahlt. In das Konto kann ich mich nicht weiter einloggen.

Hi Stefan,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We’ve reopened this complaint at the request of ZenCasino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We would like to ask Zen Casino to reply to this complaint. We are extending the timer by seven days. If the casino fails to respond in the set time frame, the complaint will go back to the status ‘unresolved’.

Dear Casino.Guru Team,

We would like to resolve a this complaint and kindly ask for your assistance in reaching out to the complainant on our behalf. Your support in facilitating communication would be greatly appreciated so that we can address the issue and bring it to a satisfactory conclusion.

Thank you in advance for your cooperation.

Best wishes,

ZenCasino

Thank you ZenCasino team for your reply. Have you tried to contact the player yet? Since the player's account was anonymized, it will be hard for us to track him.

Dear Peter,

To ensure a smooth and transparent resolution process, we believe it would be beneficial for all parties if you could assist and facilitate communication with the player, if possible.

Your involvement can significantly contribute to reaching a fair and satisfactory outcome for the complainant and support the integrity of our shared efforts in responsible gambling.

Please let us know if you’re able to assist on this matter.

Thank you for your cooperation and ongoing commitment to fair play.

Best wishes,

ZenCasino

Dear ZenCasino team,

Please provide me with an email address where I can send you the data that may help you identify the player.

Dear Peter,

The email of the player mentioned in the complaint — h*******5@freenet.de — matches the registered email of the game account.

Thank you for your assistance and patience.

Best wishes,

ZenCasino

Thank you, ZenCasino team, that's good news. Please keep us updated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We received information and evidence from the casino that the player was contacted. We are waiting for the player's response.

Unfortunately, there was no response from the player. Consequently, we have no other choice but to reject this complaint.