ZenCasino - Акаунтът на играча е затворен без причина.

Hello,

I am submitting this complaint regarding the unfair handling of my ZenCasino account.

My account was frozen after I expressed dissatisfaction with how my case was being handled and stated that I was considering playing at another casino.

Freezing a player account because they express criticism or dissatisfaction is unreasonable and goes against the basic principle of fair treatment between a casino and its customers. Players should be able to raise concerns without fear of retaliation or restrictions being placed on their account.

What makes this situation even more concerning is that the freeze was supposed to last for one week and, according to the information provided to me, the account should have been automatically reopened afterwards. This never happened.Since then, I have contacted ZenCasino multiple times through both email and live chat asking for clarification and assistance. Each time I received the same generic response that the "responsible team" was looking into the matter. Despite my repeated attempts to resolve this directly, no meaningful update or final response was ever provided.

This behaviour raises serious concerns regarding ZenCasino’s compliance with its own terms and responsible gaming procedures. If a temporary restriction or cooling-off period was applied, then it should have been handled according to the stated conditions and lifted when the period ended, or at the very least clearly explained and communicated to me. Instead, my account remained inaccessible without justification and without any transparent decision being communicated.

A casino cannot simply impose restrictions indefinitely while refusing to provide clear reasons, timelines, or proper communication. By failing to reopen the account after the stated period and repeatedly ignoring my requests for clarification, ZenCasino failed to act transparently.

The lack of communication is especially troubling. Customer support repeatedly assured me that the matter was under review, yet no resolution or explanation ever followed. This left me in a situation where I had no access to my account and no clear understanding of my status or rights as a customer.

I deposited and played at ZenCasino under the understanding that the casino would follow its own rules and treat players fairly. Instead, I experienced an unexplained and prolonged restriction together with poor communication and failure to follow through on what I was told.

Because of this unfair treatment, failure to properly manage the account restriction, and failure to provide a timely and transparent resolution, I believe ZenCasino has not fulfilled its obligations toward me as a customer.

For these reasons, I am requesting the return of all my deposits made to ZenCasino (minus the withdrawals that I made and bonuses assigned to my account), as the relationship of trust and fair dealing expected between player and operator has been seriously damaged by the casino’s actions and handling of this matter.

I attempted to resolve this matter directly with ZenCasino on multiple occasions before filing this complaint, but unfortunately no proper resolution was provided. That is why I am trying Casinoguru.

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Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila

Hello,

Please let me understand better, how come casinos can close players' accounts for no reason at all?

And yes, there are funds on my account and I never received the weekly cashback which I was supposed to receive.

Dear Inrel19,

Thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Could you kindly confirm your balance at the time you lost access to your account?

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,

Attila

Hi,

I focused on casino, passed the KYC and unsure about the balance.

Thank you for your response. Please be advised that at Casino Guru, we are only able to assist players who have lost access to their accounts and whose funds have been confiscated. If no further information can be provided regarding the balance prior to the account closure, we will unfortunately not be able to proceed with this complaint. Thank you for your understanding.

Hello,

Well, it clearly seems that you are not willing to help already.

How can I tell you what was the balance if my account was frozen more than a month ago without any reason to do so?

The balance that I am requesting is all of my deposits minus withdrawals and other promotions from the casino side. Casino has no authority to close or freeze my account whenever they please, this is a breach of user terms.

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, Barbora ([email protected]). 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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite ZenCasino representative to join this conversation.

Dear ZenCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 all,

The temporary restriction applied to the player's account was implemented in accordance with our Responsible Gaming and Customer Protection procedures.

The account was temporarily placed into a freeze status following the player's message in the live chat, in which he expressed dissatisfaction with our services and indicated his intention to stop playing at our casino. In such circumstances, we may apply a temporary pause to the account to ensure that any further gaming activity is based on the player's clear and informed decision. This is a precautionary measure designed to support responsible gaming and protect our customers. It is not a penalty and does not constitute an enforcement action under the Terms and Conditions.

Following further communication with the player, it was confirmed that he wished to continue using our services. Consequently, the restriction was removed, and the account was fully reactivated. The player has since continued to use the account without any limitations or restrictions.

In light of the above, we kindly request that this complaint be closed.

Best Wishes,

ZenCasino

Dear Inrel19,

Thank you, ZenCasino, for your explanation.

Dear player, could you please confirm whether your account has indeed been reactivated and whether you are currently able to access it without any restrictions, as stated by the casino?

Additionally, could you please let us know whether you still have any unresolved concerns, such as your remaining balance or the weekly cashback you mentioned earlier?

I will await your confirmation before proceeding further with the complaint.

Hello Barbora,

I can confirm that my account was reopened, but there are quite a few things to point out and I do not see this case as solved.

First of all, I would like to point out to the fact that my account was closed by the casino, because I express dissactisfaction with the service. I think as a player I do have the right to point out things for the casino that could be improved or do not comply with their tems and conditions. I find it extremely odd that casino can simply close player's account due to player expressing their oppinions. If we are saying this is okay for a casino to do, then we can expect casinos to do whatever they want in the future.

Secondly, the whole process took 1,5 month. As I mentioned in my complaint, I never expressed a wish for my account to be closed or frozen. I contacted the support email/live chat many times and I was constantly confussed and supported extremely poorly. Not only this was frustrating, but also very time consuming.

Thirdly, there is a new issue with this casino that I simply cannot ignore as it goes against fair gambling principles. This casino use false advertising to make players play more. As part of their loyalty system player should be getting a Level-up reward once they reach a certain level. I contacted live support, because I reached a new level, but was refused the reward. This is extremely unfair in my opinion, because many will believe if they play more, then they will get some sort of a reward for their gameplay.

This casino really needs to be investigated, because what happens here is just not right.

Dear Inrel19,

Thank you for your reply and for sharing your thoughts.

I understand that you remain dissatisfied with how the casino handled the temporary restriction and the communication throughout the process. However, the main subject of this complaint was your inability to access your account. Based on your latest update, your account has now been reopened, so the original issue appears to have been resolved.

As for the loyalty reward, I understand why you're disappointed. However, this is a separate matter between you and the casino, and unfortunately, it isn't something I can assess or mediate within the scope of this complaint.

Before I proceed, could you please confirm whether you consider the original issue regarding your account access resolved now that your account has been reopened?

I look forward to your reply.

Hello Barbora,

Thank you for a quick reply.

It is just partially solved, but not completely. Yes, my account has finally been reopened, but this is not what casino should do. It is far from okay to freeze/close accounts whenever casino decides. My account should have never been closed, nor should I have had waited for 1,5 month for it to be reopened. Therefore I expect compensation for all the struggles and time spend due to this issue.

Regarding the second issue, should I then submit another complaint against the casino? You mentioned that this is not in the scope of this one.

Dear Inrel19,

Thank you for your reply.

I understand why you found the experience frustrating. Waiting approximately 1.5 months for your account to be reopened and receiving only limited updates was certainly not an ideal experience.

That said, the main issue raised in this complaint was your inability to access your account. Based on your latest update, your account has now been reopened, so it appears that the original issue has been resolved.

Regarding your request for compensation, I understand why you feel it would be appropriate. However, this is not something we are able to require the casino to provide. Our role is to help resolve disputes related to players' funds or account access, but we cannot determine or enforce compensation for inconvenience, delays, or dissatisfaction with customer service.

As for your concerns regarding the loyalty reward, I understand that you are disappointed. However, this is a matter between you and the casino and falls outside the scope of what we can assess through our complaint resolution process.

Dear ZenCasino,

The player has confirmed that the account has been reopened but remains dissatisfied with the length of the process and has requested compensation for the inconvenience caused.

While we are not in a position to require compensation, would you be willing to consider offering the player a goodwill gesture in light of the circumstances?

The player has also raised concerns regarding the level-up reward in your loyalty program. Although this is outside the scope of the original complaint, would you mind briefly clarifying your position on this matter? I believe it would help the player better understand your decision.

Thank you. I will await your response before deciding on the next steps in this complaint.

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 Inrel19,

Thank you for your patience throughout this complaint process.

I understand that you remain dissatisfied with how the casino handled the temporary restriction on your account and the time it took to restore your access. However, the main subject of this complaint was your inability to access your account, and you have confirmed that your account has since been reopened.

While I appreciate that the experience was frustrating and that you were hoping for compensation, this is not something we are able to require the casino to provide through our complaint resolution process.

As the original issue has been resolved and there are no outstanding account access or payment issues requiring our intervention, I am unable to pursue this complaint further. Therefore, I will now close this complaint as rejected.

Thank you for using the Casino Guru Complaint Resolution Center. I am sorry we could not achieve an outcome that fully met your expectations.

Kind regards,

Barbora