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I HAVE ADHERED TO ALL TERMS AND CONDITIONS.

I AM REGISTERED AND VERIFIED WITH ZARCASINO.

I HAVE HAD 2 BONUSES AWARDED (ONE AUTHORISED AND ONE UNAUTHORISED)

BONUS AUTHORISED AND FULLY ADHERED TO AND TERMS AND CONDITIONS ON COMPLETION/END - (AMOUNT: R350.00 - REFERECE NUMBER: 4808227)

BONUS UNAUTHORISED AND UNWANTED BY MYSELF AFTER DEPOSITTING R250.00(DEPOSIT REFERENCE NUMBER: 2409584 - (UNAUTHORISED AND UNWANTED BONUS R500.00 - REFRENCE NUMBER: 4859044)

I STRUGGLED WITH GETTING AN UNAUTHORISED AND UNWANTED BONUS OF R500.00(BONUS NO. 4859044) TO BE TAKEN OFF MY ACCOUNT AS I DID NOT WANT THE TERMS AND CONDITIONS ALONG WITH TAKING THE BONUS, NOR DID I ASK OR AUTHORISE THIS BONUS. I WAS MET WITH A LOT OF BACKLASH ,REFUSAL AND THREATS FROM ZARCASINO(THREAT: TAKING AWAY ALL MY WINNINGS OF R5141.86) IF THEY FIXED THEIR OWN UNAUTHORISED ERROR BY REMOVING THE R500.00 BONUS THEY ADDED WITHOUT MY PERMISSION.

EVENTUALLY THEY AGREED AND REMOVED ONLY THE UNAUTHORISED AND UNWATED BONUS OF R500.00, AFTER I MADE THEM AWARE THAT WOULD REPORT THIS ILLEGAL ACTIVITY.

I WAS ASSURED MULTIPLE TIMES FROM ZAR CASINO THAT THIS UNAUTHORISED AND UNWANTED AMOUNT WAS REMOVED(NOT FORFETEID- AS A FORFEIT WOULD MEAN I AUTHORISED IT IN THE FIRST PLACE) AND ALSO THE ONLY REMOVED AMOUNT/BONUS.

I THEN CHECKED MY STATEMENTS ONLINE AND SAW THAT THEY HAVE FORFEITED BOTH MY BONUSES UPON MY WITHDRAWAL OF R5141.86 AND RMOVED A TOTAL OF R4791.86 FROM MY ACCOUNT,AND DEPOSITED A TOTAL OF R350.00 INTO MY BANK ACCOUNT ( WHICH COVENIENLTY HAS NO TRACE ON THE ZAR ONLINE ACCOUNT STATEMENTS) I DO HOWEVER HAVE A PROOF OF PAYMENT.

THEY ARE DENYING THAT THEY HAVE MADE 2 UNAUTHORSIED ADJUSTMENTS AND 1 OUTRIGHT LIE WHILE ACCESSIG AND CHANGING ALL MY AMOUNTS WITHREGARDS TO MY MONEY IN MY ZARCASINO ACCOUNT.

1.UNAUTHORISED ADDITION OF R500.00 BONUS

2.UNAUTHORISED FORFEIT OF COMPLETED TERMS AND CONSITIONS OF FIRST BONUS(R350.00) EVER CLAIMED AND COMLETED IN ALL ASPECTS TO ALLOW ME MY FULL WITHDRAWAL OF WINNINGS TOTAL (4791.86 OUTSTANDING AND OWED TO ME)

3. LYING THAT ONLY THEIR UNAUTHORISED ACTIONS WITHOUT MY AGREEMENT WAS DONE CORRECTLY AND REMOVED AS IVE ASKED.

(PROMISING TO REMOVE ONLY THE BONUS OF R500, I DID NOT AUTHORISE AND CONTINUING TO PROCCEED TO REMOVE EVERYTHING INCLUDING COMPLETED BONUS OF R350 AND MY WINNINGS)

BEST REGARDS

RAFE M******

EMAIL. mc*********[email protected]

Dear mcnevinrafe2016,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the first deposit was a free one or if you deposited any funds into your account to activate it? Do I understand correctly that R300 has been transferred to your account? How much was your active balance when you placed a real money deposit of R250?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

My balance was over R5000 before depositing R250.

I won R5000 from a register and verify bonus of R350.

I then deposited the R250 , and noticed the unauthorised and unwanted activated bonus of R500, causing me not to be able to withdraw my funds, from there it was an uphill battle with zarcasino.

yes the only paid me an amount of R350, over R4790 still outstanding.

But your initial winnings were accumulated from a free (registration) bonus, correct? Therefore, there should be a maximum cashout limit applied according to the promotional rule. Would you agree?

There was a playout term attached to that bonus of which I had to win at least R10000 in total with that bonus in order to withdraw. That was the only term on that bonus, there was no max cash out on my first R350 bonus.

I finished winning/losing a total of R10 000.00 and I was eligible for the withdrawal of my remainder in cash. I check all my terms and conditions.

I have checked your bonus history once again and noticed that also free bonuses were redeemed before placing the deposit of R250, is that correct?

Correct, there was a free bonus upon registering with Zar, although the term and conditions of this specific bonus was that I played out a maximum of R10 000.00, which I had completed, then continued continued deposit and so on.

I would not have deposited if tha bonus was supposedly supposed to pay me out anything less than 100% of my winnings.

If I understood correctly you activated a free bonus. The wagering requirements were 10.000,00. After completing the wagering, you continued to play instead of requesting a withdrawal of your winnings. Subsequently, you deposited extra funds into your account, is that all correct?

Dear mcnevinrafe2016,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.