ZenCasino - Печалбата на играча е конфискувана.

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 ([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,

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 [email protected].

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.

Dear Help23,

I am sorry to inform you that, despite our repeated attempts to contact ZenCasino and obtain its explanation and supporting evidence, the casino has not provided the cooperation necessary for us to properly investigate its decision or move the case forward.

Since the casino has not addressed the central questions concerning the cross-brand self-exclusion measures, the acceptance of your registration and deposits, and the subsequent confiscation of your €100,000 winnings, we are forced to close this complaint as unresolved. This outcome may negatively affect the casino’s rating on our website.

I recommend submitting the matter to the Anjouan Gaming Licensing Authority through the licence validator available in the footer of the casino’s website. Guidance on filing a complaint with a regulator is available here: https://casino.guru/submitting-complaints-to-regulators.

Should you receive a response from the regulator or require assistance with the submission, you may contact me at [email protected].

I am sorry that we were unable to achieve a more favorable outcome.

The casino may request that this complaint be reopened at any time should it decide to cooperate further.

Kind regards,

Martin

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.

Thank you very much, I have forwarded it to my lawyer and will wait until the lawsuit is filed.

Vielen dank , ich habe es meinem Anwalt weitergeben und warten damit erstmal bis zur Klage enreichung.

Dear ZenCasino representative,

thank you for getting in touch with us.

Could you please post the casino’s complete position regarding the case?

As the fairness aspect and possible applications of the rule have still not been conclusively decided on our side, we would be interested in clarification, whether the same rule is applied consistently when a player loses. Is there any evidence that players identified under equivalent circumstances after losing their deposits have also had their gameplay voided and losses refunded? We would like to make sure that the policy is not enforced only to players with positive records.

Dear Help23,

as there are currently technical issues with the casino's account on our site, I will post the casino's official statement in the thread myself. I will offer our comments shortly.

..............................................

Dear all,

Thank you for giving us the opportunity to provide our comments regarding this complaint.

Following a comprehensive internal review, we would like to present the chronology of events and explain the basis for the Company's decision.

Prior to registering at ZenCasino, the player contacted our sister brand, ZenBetting, requesting that his account be permanently closed because he could no longer control his gambling.

Based on the player's own statement, his account was permanently closed as a Responsible Gambling measure. When subsequently registering at ZenCasino, the player accepted the applicable Terms and Conditions, including Clause 4.2, which states:

"By registering on the Website, you confirm that you do not have any gambling addiction-related problems and that none of your accounts has been blocked due to gambling addiction on any website owned or operated by Metaface Limited. You are not permitted to register or open an Account on the Website if either of these circumstances applies to you."

Despite this, the player registered a new account.

The player also states that his account was successfully verified and therefore should have remained active. The verification history demonstrates that this is not what occurred.

The identity document submitted by the player was successfully verified by our external verification provider. However, the verification process was not completed automatically on the casino's side because the registration details did not fully correspond with the verified identity.

During the verification process it was identified that the player's first name and surname had been entered into the opposite registration fields, resulting in a mismatch between the registration details and the verified identity. As a consequence, the verification required manual review before it could be completed by the casino.

During this review, the verified identity was matched to a player whose account had previously been permanently closed due to gambling addiction on another website operated by Metaface Limited.

Once this connection was established, the verification process was immediately stopped, the account was suspended, and the case was referred for Responsible Gambling review in accordance with our internal procedures.

The player suggests that the Company intentionally waited until a significant win had occurred before taking action. This is not supported by the facts.

The review of the account was triggered because the identity verification process required manual intervention following the mismatch between the registration details and the verified

identity. The Responsible Gambling match was established during that review, after which the account was suspended without delay.

The player also argues that he registered using the same email address and payment method and therefore should have been identified immediately.

While these data points form part of our internal monitoring, decisions restricting access to gambling services are based on verified identity rather than assumptions derived from individual registration details. The verified identity became available during the KYC process, which enabled the Responsible Gambling review and the subsequent identification of the previously restricted account.

Clause 4.2 clearly provides that a person whose account previously restricted under the Company's Responsible Gambling procedures on another website owned or operated by Metaface Limited is not permitted to register or open an account. Once the player's verified identity confirmed that this restriction applied, the Company was required to enforce its Responsible Gambling obligations consistently.

Nevertheless, after completing a comprehensive review of the case, the Company decided to take an exceptional goodwill approach with respect to the player's own deposited funds.

Accordingly, all four deposits made by the player, totalling EUR 9,700, were refunded in full. As a result, the player incurred no loss in respect of the funds he personally deposited, as

every euro contributed by him to his gaming account was returned.

This refund was made voluntarily as an exceptional goodwill measure and should not be interpreted as confirmation that the account had been validly opened or that the player was entitled to continue gambling despite the restriction set out in Clause 4.2.

The Company's decision was based solely on the application of its Responsible Gambling procedures after the player's verified identity was matched to a previously restricted account within the Metaface Limited group. Applying those procedures consistently across all group brands is an essential part of our commitment to Responsible Gambling and customer protection.

Kind regards,

ZenCasino

Thank you for the feedback, however, your question was not answered.

Dear ZenCasino representative,

Thank you for contacting us.

Could you please publish the casino's full statement on this matter?

Since the question of fairness and the potential application of the rule is not yet fully resolved on our end, we would like to know if the rule is consistently applied when a player experiences losses. Is there any evidence that players who lost their deposits under comparable circumstances were also banned from playing and had their losses refunded? We want to ensure that the policy is not only applied to players with a positive balance.

Danke für die Rückmeldung , es erfolgte jedoch keine Antwort auf die Frage von ihnen :

Sehr geehrte/r ZenCasino-Vertreter/in,

Vielen Dank, dass Sie mit uns Kontakt aufgenommen haben.

Könnten Sie bitte die vollständige Stellungnahme des Casinos zu diesem Fall veröffentlichen?

Da die Frage der Fairness und der möglichen Anwendung der Regel von unserer Seite noch nicht abschließend geklärt ist, möchten wir wissen, ob die Regel bei Verlusten eines Spielers konsequent angewendet wird. Gibt es Hinweise darauf, dass Spielern, die unter vergleichbaren Umständen ihre Einzahlungen verloren haben, ebenfalls die Spielberechtigung entzogen und ihre Verluste erstattet wurden? Wir möchten sicherstellen, dass die Richtlinie nicht nur bei Spielern mit positiver Bilanz Anwendung findet.

Dear ZenCasino representative,

Thank you for clarifying the casino’s position. We acknowledge that term 4.2 may be legitimate in principle. However, we still need to establish whether it is applied fairly and whether the player deliberately circumvented safeguards that would otherwise have been sufficient.

We are aware of another player, who shall remain anonymous for now, who reported being blocked under similar circumstances after losing, without his losses being refunded. His experience raises an important concern: what happens when a restricted player is detected only after losing?

Could you please confirm whether such players have their net losses refunded and if so, support this with evidence from comparable cases? If losing gameplay remains valid while winning gameplay is voided, the rule could effectively create a situation in which the player can lose but cannot win.

That said, we also take into account your statement regarding the player's behavior during registration, and we would kindly like to ask for more information about the registration process.

• Which information from the player’s previous and new accounts was identical?
• Which information was different? A screenshot of all the entered information in both accounts, would be the most helpful in this case.
• Which specific differences prevented the restriction from being detected earlier? Would you be willing to discuss your exact protective safeguards with us privately?
• At what point, and based on which identifier, was the connection eventually discovered during the KYC process?

Dear Help23,

thank you for your patience. Please also explain which registration details you entered identically and which you changed compared with your previous account. In particular, please clarify why your first and last names were entered in reverse order and whether any other personal, contact or payment information was different.

Hello, to the best of my knowledge, I entered all the information correctly and identically to my previous account during registration: same first and last name, same email address, and same payment method with the same card. If my first and last name were accidentally entered incorrectly, this was unintentional and possibly an unintentional error, as English is not my native language. My date of birth and street address are also the same.

I ask you to take this into account when evaluating the case."

Guten Tag, nach meinem besten Wissen habe ich bei der Registrierung alle Daten korrekt und gleich zu meinem vorherigen Konto angegeben: gleicher Vor- und Nachname, gleiche E-Mail-Adresse und gleiche Zahlungsmethode mit derselben Karte. Falls tatsächlich Vor- und Nachname vertauscht eingegeben wurden, war dies keinesfalls beabsichtigt, sondern möglicherweise ein unbeabsichtigter Fehler, da Englisch nicht meine Muttersprache ist. Geburtsdatum und Strasse sind auch gleich hinterlegt.

Ich bitte Sie, dies bei der Bewertung des Falls zu berücksichtigen."

Dear Help23,

as explained before, there are currently technical issues with the casino's account on our site, I will once again post the casino's official statement in the thread myself. I will offer our comments shortly.

___________________________

Dear all,

Thank you for your follow-up questions. Please find our responses below.

Regarding the other case you mentioned

Unfortunately, we are unable to comment on or verify another player's case without sufficient information to identify it. Responsible Gambling cases are assessed individually, taking into account all relevant facts and circumstances, including the player's behavior, the available evidence, the timing of identification, and the applicable Terms and Conditions.

For confidentiality reasons, we cannot comment on another player's case without knowing which specific case is being referred to.

We can, however, confirm that Responsible Gambling procedures are applied consistently across all websites operated by Metaface Limited. Once a player is identified as being subject to Responsible Gambling restrictions, appropriate measures are taken promptly in accordance with our internal procedures and the applicable Terms and Conditions.

Regarding this particular case, after a comprehensive review, the Company nevertheless decided to refund all four deposits made by the player as an exceptional goodwill measure.

1. Which information from the player's previous and new accounts was identical?

Although the player used the same email address, these details alone do not constitute reliable proof of identity. For Responsible Gambling purposes, a player can only be conclusively identified once the identity verification process has been completed, including verification of the player's legal name, residential address and payment method. Prior to that stage, the registration information is self-declared and cannot by itself be relied upon for applying cross-brand Responsible Gambling restrictions.

2. Which information was different?

The player's first name and surname were entered into the opposite registration fields during registration at ZenCasino. As a result, the registration data did not correspond to the verified identity and created a name mismatch during the verification process.

For data protection reasons, we prefer not to publish screenshots containing the player's personal information in a public discussion. However, we are happy to provide screenshots comparing both accounts privately to the Casino.Guru team.

Each Metaface Limited brand operates independently, including maintaining its own player database and registration records. Cross-brand Responsible Gambling restrictions are applied once a player can be reliably identified through our verification procedures.

4. Would you be willing to discuss your exact protective safeguards with us privately?

Yes, absolutely.

We would be happy to explain our Responsible Gambling controls, player matching procedures and internal compliance processes privately to the Casino.Guru team. As these measures form part of our internal security and Responsible Gambling framework, we believe they should not be disclosed publicly.

5. At what point, and based on which identifier, was the connection eventually discovered during the KYC process?

The external identity verification provider successfully verified the player's identity document.

However, once the verification result became available, the system identified a mismatch between the verified identity and the registration details due to the first name and surname having been entered into the opposite fields.

This mismatch triggered additional manual verification. During that review, the verified identity was matched to a player whose account had previously been permanently closed due to gambling addiction on another website operated by Metaface Limited.

Immediately after this connection was established, the verification process was stopped, the account was suspended, and the case was referred for Responsible Gambling review in accordance with our internal procedures.

We are able to provide the verification logs, screenshots comparing the registration details, the KYC timeline and additional supporting documentation privately to the Casino.Guru team for review.

Kind regards,

ZenCasino

Dear Help23,

I have asked the casino privately to provide the exact technical details and supporting evidence behind its position. We will review the materials once received and update the complaint accordingly.

Dear Help23,

thank you for your patience. We have received another comprehensive review from the casino's side. We will now need to evaluate the matter internally, I will update the thread once I have answers.

Dear Help23,

thank you for your patience so far. We are still discussing this matter internally, and I have also sent a request for some additional clarifications from the casino.

Dear casino representative,

thank you for your continued cooperation, I have sent you an email.

Dear Help23,

After reviewing the casino’s explanation and the supporting account and verification records, we unfortunately must confirm that we cannot support your claim to the €100,000 winnings.

The evidence confirms that your ZenBetting account was permanently closed after you stated that you could no longer control your gambling. This constituted a responsible-gambling restriction regardless of whether you had a medical diagnosis or were registered with an external self-exclusion scheme.

You subsequently registered at ZenCasino, another brand controlled by the same operator, using the same email address but with your first and last names entered in reverse order. Although I believe the casino’s cross-brand safeguards could have been stronger, this discrepancy contributed to the restriction not being detected until your identity was verified.

Nevertheless, even if we explicitly decided that these safeguards were insufficient, in responsible-gambling cases, the fair remedy is to restore the player to the financial position they were in before the prohibited gameplay. In such cases, players are not entitled to winnings from gameplay that should not have occurred, just as the casino should refund all deposits made by the player after the reopening. As all your deposits were refunded, you incurred no net loss.

I nevertheless understand and share your broader concern that such a rule must not allow an excluded player to lose while preventing the same player from winning. We investigated the referenced case for precisely this reason.

As for that case, although it raised a potentially similar concern, we have come to the conclusion that we simply cannot treat it as a directly comparable case. The events occurred when ZenCasino was operating under a different operator and license, while Tsars was an independently managed white-label brand with separate records and responsible-gambling procedures. We also no longer have sufficient supporting documentation from that case to establish the circumstances conclusively.

This therefore cannot conclusively prove that operator currently applies its policy asymmetrically. However, we will continue monitoring future complaints involving the current operator. If evidence emerges that players identified after losing are not similarly returned to a net-zero position, we will reassess the casino’s practice accordingly.

Since you have described difficulties controlling your gambling, I strongly recommend considering the Global Self-Exclusion Initiative and BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity that can anonymously block thousands of gambling websites across multiple devices. Setup is quick, it works quietly in the background, supports multiple languages, and can be configured as either a complete restriction or for selected vulnerable periods.

I am truly sorry that we could not provide the outcome you hoped for.