A player submitted a Zodiac Casino complaint about the casino blocking their account after winning $175.18 CAD. Apparently the player was found to have two accounts open at the casino. Of course the player complained that he did not know about the other account (something we hear all the time). Sure it’s possible that most players do not realize they have more accounts than one. This could come from opening an account years before and just forgetting about it. Nevertheless this is a violation of the casino’s terms and conditions and it is up to the player to contact support and simply ask them about it. It’s also important to document supports answer and save it. If the casino support says you do not have any other accounts and later on it’s found that you actually do have a duplicate account, you might have a leg to stand on when it comes to challenging them about it.
At this point in the complaint we would’ve just sided with the casino but in this instance the player told us that Zodiac Casino offered him 1000 free spins after they told him they had blocked his account. This is the player’s complaint…
i win 175.18$ (CA) on zodiac casino but when i cash my win my account was block. i write to the custumer service (tchat service) and he said to contact the email@example.com and after 5 days he respond me then i have 2 account with the same e-mail and he don’t want to paid me but i don’t know for the 2 account. he offer to give me 1000 free spin. i don’t understand how i can play 1000 spin if i don’t have access to my zodiac casino account i still lock from the moment trying cash it.
I wanted to find out if the 1000 free spin offer was true so we reached out to our contact at Zodiac for some clarification. Our contact reported to us that there was no such offer and never has been. She asked to see the email or chat log that validated the players claim about the 1000 free spin offer. We again reached out to the player and they replied with the below email. Of course nothing that shows anything about a 1000 free spin offer…
i received this mail and when i open this mail, i received the offer for 1000 free spin….i don’t know for the 2 account..i just 1 email adress. so i win 175.18$ and he refused to paid… it’s a fraud!! but this is the mail:
Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.
The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino’s exposure to online losses.
As such, the winnings have been voided and confiscated. .
With this we concluded out complaint investigation in favor or Zodiac Casino. The player violated the terms of the casino for having two accounts with the same email. And on a side note. Even if the player had two accounts with different emails, that is still a violation and would be subject to account closure.