ZenCasino - Der Gewinn des Spielers wurde eingezogen.

I am filing this complaint against ZenCasino (zencasino.com), operated by Metaface Ltd., regarding the refused withdrawal of €100,000 in legitimately won funds and serious violations of responsible gambling and fair play obligations.

THE PROBLEM IN BRIEF

I opened an account at ZenCasino and won €100,000 through regular, legitimate gameplay. All deposits were made with real money. There was no bonus involved. When I requested withdrawal of my winnings, ZenCasino permanently blocked my account and declared my winnings void, citing an internal group policy (Clause 4.2 of their Terms and Conditions).

DETAILED TIMELINE

1. At an earlier date, I voluntarily closed my account at ZenBetting, a sister brand under the same group (Metaface), due to personal gambling control concerns. This was a personal, voluntary decision — not a formally registered self-exclusion, not a legally binding cross-brand ban, and not communicated to me as such.

2. I subsequently registered at ZenCasino. My registration was accepted, my identity was verified through KYC, and my account was fully activated by the casino. At no point during registration or KYC was I informed that my prior ZenBetting closure would affect my ZenCasino account or that any cross-brand restriction applied to me.

3. I deposited real money and played legitimately. I accumulated winnings of €100,000.

4. When I requested a withdrawal of my winnings, ZenCasino blocked my account permanently and refused to pay out the €100,000, stating this was their "final position."

5. ZenCasino subsequently refunded my original deposits — which implicitly confirms that my gameplay was valid and legitimate. Despite this, they continue to withhold the €100,000 in winnings.

THE CASINO’S ARGUMENT AND WHY IT IS FLAWED

ZenCasino claims that Clause 4.2 of their Terms and Conditions extends responsible gambling measures across all brands in their group, and that my registration at ZenCasino therefore violated these terms.

However:

• There was no formal, legally registered self-exclusion in place. The ZenBetting closure was a voluntary account closure, not a certified gambling ban.

• Clause 4.2 and any cross-brand restriction was never communicated to me at the time of registration or during KYC verification.

• ZenCasino accepted my registration, completed my KYC, and accepted my deposits — they cannot retroactively invoke a clause they never enforced at the point of registration.

• The refund of my deposits confirms that my gameplay was legitimate. If the account registration was truly invalid, refunding only deposits while withholding winnings is selective and unfair enforcement of their own terms.

• By allowing me to register and play despite allegedly having knowledge of my prior ZenBetting closure, ZenCasino violated its own responsible gambling obligations — it cannot now use that same failure to deny me legitimate winnings.

EVIDENCE AVAILABLE

1. ZenBetting account closure email

2. ZenCasino registration and KYC confirmation

3. Screenshots of €100,000 balance in ZenCasino account

4. ZenCasino official response email (final decision, Clause 4.2 cited)

5. Proof of deposit refund received

6. Full email correspondence with ZenCasino support

MY REQUEST

I respectfully request that this platform contacts ZenCasino / Metaface Ltd. on my behalf and demands:

1. Full payment of my legitimately won €100,000 in winnings

2. A formal written explanation of why Clause 4.2 is legally binding and enforceable, given that it was never communicated at the time of registration or KYC

If ZenCasino refuses to engage or cooperate, I request that this be documented publicly on this platform.

Note: This is NOT a bonus dispute. All funds deposited were real money. I am a resident of Cyprus and am prepared to provide all documentation upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zencasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the assessment you haven't completed verification in the casino at the time of your win accurate? Was your player's profile filled out with accurate information at that point?
• Has the casino already refunded you the full amount of your deposits?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for your prompt response and your support in this matter.

I will gladly answer your questions:

Regarding the issue of account verification (KYC):

Yes, my player profile was complete and accurate from the start. I registered with ZenCasino using my real, correct information – including the same email address I previously used with ZenBetting. I also used the same payment method (credit card) as with the sister brand.

This means that ZenCasino already had all the information at the time of registration to detect a possible connection to my previous ZenBetting account. Despite this, my registration was accepted, my deposits were processed, and I was able to play without any problems. My account was only blocked during the KYC verification process – triggered by my withdrawal.

This clearly shows that ZenCasino could and should have recognized the connection between the accounts – at the very latest, the casino should have reacted during registration or the first deposit, not just when the withdrawal request was made.

Regarding the issue of deposit refunds:

Yes, ZenCasino refunded me the full amount of my original deposits. I consider this implicit confirmation that my gambling behavior was generally recognized as legitimate. At the same time, the casino continues to withhold my legally obtained winnings of €100,000 – which represents an inconsistent and selective application of its own terms and conditions.

Clause 4.2, which ZenCasino refers to, was not actively communicated to me either during registration or at any later time – even though the casino could have recognized the connection at any time through my email address and payment method and informed me accordingly or rejected my registration.

Attached is a screenshot of the refund of the paid contributions.

Thank you very much for your efforts and I am available for further questions at any time.

Best regards,

Hallo Tomas,

vielen Dank für Ihre schnelle Rückmeldung und Ihre Unterstützung in dieser Angelegenheit.

Gerne beantworte ich Ihre Fragen:

Zur Frage der Kontoverifizierung (KYC):

Ja, mein Spielerprofil war von Anfang an vollständig und korrekt ausgefüllt. Ich habe mich bei ZenCasino mit meinen echten, korrekten Daten registriert – darunter dieselbe E-Mail-Adresse, die ich zuvor auch bei ZenBetting verwendet hatte. Ebenso habe ich dieselbe Zahlungsmethode (Kreditkarte) genutzt wie bei der Schwestermarke.

Das bedeutet: ZenCasino hatte bereits bei der Registrierung alle Informationen vorliegen, um eine mögliche Verbindung zu meinem früheren ZenBetting-Konto zu erkennen. Trotzdem wurde meine Registrierung akzeptiert, meine Einzahlungen wurden entgegengenommen und ich konnte problemlos spielen. Erst im Rahmen der KYC-Verifizierung – ausgelöst durch meine Auszahlung – wurde mein Konto gesperrt.

Dies zeigt deutlich, dass ZenCasino die Verbindung zwischen den Konten hätte erkennen können und müssen – spätestens jedoch hätte das Casino bereits bei der Registrierung oder bei der ersten Einzahlung reagieren müssen, nicht erst beim Auszahlungsantrag.

Zur Frage der Einzahlungsrückerstattung:

Ja, ZenCasino hat mir den vollen Betrag meiner ursprünglichen Einzahlungen zurückerstattet. Dies betrachte ich als implizite Bestätigung, dass mein Spielverhalten grundsätzlich als legitim anerkannt wurde. Gleichzeitig hält das Casino meinen rechtmäßig erzielten Gewinn von 100.000 € weiterhin ein – was eine inkonsistente und selektive Anwendung der eigenen Geschäftsbedingungen darstellt.

Klausel 4.2, auf die sich ZenCasino beruft, wurde mir weder bei der Registrierung noch zu einem späteren Zeitpunkt aktiv kommuniziert – obwohl das Casino durch meine E-Mail-Adresse und Zahlungsmethode jederzeit die Möglichkeit gehabt hätte, die Verbindung zu erkennen und mich entsprechend zu informieren oder meine Registrierung abzulehnen.

Anbei auch ein Screenshot von der Rückerstattung der Eingezahlten Beiträge.

Ich danke Ihnen herzlich für Ihre Bemühungen und stehe für weitere Rückfragen jederzeit zur Verfügung.

Mit freundlichen Grüßen,

Thanks for your patience.

Please allow some more time for us to discuss the matter internally.

Dear Help23,

Could you please share the confirmation you received from Zenbetting regarding your account block/self-exclusion or any related communication?

Could you please specify the timeline of events in more detail? When was your account in Zenbetting closed?

When did you register your account in Zen Casino?

Looking forward to your reply and cooperation.

Good day Tomas,

Thank you very much for your feedback and your support in this matter.

I will gladly answer your questions as precisely as possible:

Regarding the account suspension at ZenBetting:

The account closure at ZenBetting was initiated solely through the casino's live support chat. I did not receive any written confirmation via email and therefore have no documented proof of the closure. I had actively requested the casino to close my account because I had noticed signs of problematic gambling behavior and requested self-exclusion.

Timeline:

• May 14, 2026 – Registration with ZenBetting

• Approx. May 21, 2026 – Self-initiated self-exclusion at ZenBetting due to problematic gambling behavior

• 07.06.2026 – Registration at ZenCasino (sister casino of the same operator, Metaface Ltd.)

• June 8, 2026 – Winning €100,000 at ZenCasino

• 08.06.2026 – Requested a voluntary 7-day gaming break at ZenCasino to gamble responsibly

• During this break from gaming – ZenCasino permanently blocked my account and refused to pay out my winnings of €100,000.

Important note:

Although ZenCasino and ZenBetting belong to the same operator (Metaface Ltd.), I was easily registered at ZenCasino without any mention of my existing self-exclusion with the sister brand. The operator would have been obligated to respect this self-exclusion across the entire group and refuse my registration at ZenCasino. Instead, I was accepted as a new customer, allowed to play and win—only to be permanently banned and deprived of my legitimate winnings during a voluntary break I had requested.

The internal cross-brand policy that ZenCasino is now citing was never communicated to me during registration. The KYC process was only initiated after my winnings and used as a tool to block my account—not to protect the player.

I am available for further questions at any time and am prepared to submit all available documents upon request.

Best regards

Guten Tag Tomas,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in dieser Angelegenheit.

Gerne beantworte ich Ihre Fragen so präzise wie möglich:

Zur Kontosperrung bei ZenBetting:

Die Kontosperrung bei ZenBetting erfolgte ausschließlich über den Live-Support-Chat des Casinos. Ich habe dabei keine schriftliche Bestätigung per E-Mail erhalten und verfüge daher über keinen dokumentierten Nachweis der Sperrung. Ich hatte das Casino aktiv gebeten, mein Konto zu schließen, da ich bei mir Anzeichen von problematischem Spielverhalten festgestellt hatte und einen Selbstausschluss beantragte.

Zeitlicher Ablauf:

• 14.05.2026 – Registrierung bei ZenBetting

• Ca. 21.05.2026 – Selbst initiierter Selbstausschluss bei ZenBetting aufgrund von problematischem Spielverhalten

• 07.06.2026 – Registrierung bei ZenCasino (Schwestercasino desselben Betreibers, Metaface Ltd.)

• 08.06.2026 – Erzielung eines Gewinns von €100.000 bei ZenCasino

• 08.06.2026 – Freiwillige 7-tägige Spielpause bei ZenCasino beantragt, um verantwortungsbewusst zu spielen

• Während dieser Spielpause – ZenCasino sperrte mein Konto dauerhaft und verweigerte die Auszahlung meines Gewinns von €100.000

Wichtige Anmerkung:

Obwohl ZenCasino und ZenBetting demselben Betreiber (Metaface Ltd.) angehören, wurde ich bei ZenCasino problemlos neu registriert — ohne jeden Hinweis auf meinen bestehenden Selbstausschluss bei der Schwestermarke. Der Betreiber wäre verpflichtet gewesen, diesen Selbstausschluss konzernweit zu berücksichtigen und meine Registrierung bei ZenCasino zu verweigern. Stattdessen wurde ich als Neukunde aufgenommen, durfte spielen und einen Gewinn erzielen — um dann während einer von mir freiwillig beantragten Spielpause dauerhaft gesperrt und um meinen legitimen Gewinn gebracht zu werden.

Die interne Cross-Brand-Policy, auf die sich ZenCasino nun beruft, wurde mir bei der Registrierung zu keinem Zeitpunkt kommuniziert. Das KYC-Verfahren wurde erst nach meinem Gewinn eingeleitet und als Instrument zur Kontosperrung genutzt — nicht zum Schutz des Spielers.

Ich stehe für weitere Rückfragen jederzeit zur Verfügung und bin bereit, alle verfügbaren Unterlagen auf Anfrage einzureichen.

Mit freundlichen Grüßen

Dear Help23,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Help23,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the ZenCasino representative to enter the discussion.

Dear casino representative,

could you please provide us with your view of this situation?

It seems the key question is how this restriction was handled across related brands. Could you please clarify what exact detection mechanisms are in place to prevent a self-excluded player from registering, depositing, and playing? Additionally, could you also specify which player details from the ZenBetting account matched, or did not match the ZenCasino registration?

We would also appreciate clarification on how similar cases are handled when a restricted player is able to register and loses funds. is it possible to proactively identify and refund such players, or can such restriction be only applied once the account is reviewed after a withdrawal request?

In you consider any relevant clarifications and evidence sensitive, it may be shared privately at martin.l@casino.guru.

Best regards,

Martin

Ladies and Gentlemen

I would like to add the following points, which are crucial for my case, to Casino Guru's previous message:

Unpaid winnings

My winnings of €100,000 have not been paid out to date. I hereby demand the full and immediate payment of this amount in accordance with the ZenCasino terms and conditions of use valid at the time of the win.

Lack of evidence for alleged gambling addiction

Should the blocking or withholding of winnings be justified by claiming gambling addiction, I expressly state that I have no medical, therapeutic, or otherwise documented diagnosis of gambling addiction. ZenCasino has never been informed of such a diagnosis by me, nor does any official evidence exist to support this claim. I demand that ZenCasino provide concrete evidence for this claim; otherwise, it will be rejected as unfounded.

I request that Casino Guru take these points into account in their communication with ZenCasino and work towards a timely and fair resolution. I am available for any questions and am prepared to provide further documentation to support my request.

Best regards

Sehr geehrte Damen und Herren,

ich möchte die vorherige Nachricht von Casino Guru um folgende, für meinen Fall entscheidende Punkte ergänzen:

Nicht ausgezahlte Gewinne

Mein Gewinn in Höhe von 100.000 € wurde bis heute nicht ausgezahlt. Ich fordere hiermit die vollständige und unverzügliche Auszahlung dieses Betrags gemäß den zum Zeitpunkt des Gewinns gültigen Nutzungsbedingungen von ZenCasino.

Fehlende Nachweise für angebliche Spielsucht

Sollte die Sperrung oder Einbehaltung der Gewinne mit dem Verweis auf eine Spielsucht begründet werden, weise ich ausdrücklich darauf hin, dass keinerlei ärztliche, therapeutische oder anderweitig dokumentierte Diagnose einer Spielsucht bei mir vorliegt. ZenCasino wurde zu keinem Zeitpunkt eine solche Diagnose durch mich mitgeteilt, noch existieren offizielle Nachweise, die diese Behauptung stützen würden. Ich fordere ZenCasino auf, konkrete Beweise für diese Behauptung vorzulegen, andernfalls ist sie als unbegründet zurückzuweisen.

Ich bitte Casino Guru, diese Punkte in der Kommunikation mit ZenCasino zu berücksichtigen und auf eine zeitnahe, faire Klärung hinzuwirken. Für Rückfragen stehe ich jederzeit zur Verfügung und bin bereit, weitere Unterlagen zur Untermauerung meines Anliegens bereitzustellen.

Mit freundlichen Grüßen

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.

Dear Help23,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.