Casino refuses to pay out winnings accuses me of creation of multiple accounts which is absurd since i just learned about this website through my husband i even told them that but they refuse to even hear me i have read the tos have send a lot of documents for the kyc verification spent a lot of my time trying to beat the wager just for it to be accused in the end for multiple account creation which did not happen I contacted support before withdrawing just to make sure kyc information sent was correct and i got told I’d be able to withdraw couple of mintues after sending my withdrawal request my account got instantly locked i contacted the support team for an explanation and i got told they are unable to send me proof about it and that the actions are not reversible even though i did nothing wrong i would like to get paid for the amount i won and not get ripped of and scammed also getting accused of multiple account creations

Dear Njomza,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your husband registered an account in this casino before you?

Do you and your husband share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Petronela

Hello so me and my husband live in the same house so im guessing we also share the same ip address which i have tried explaining to the casino but they wouldn't listen the money was accumulated from a NDB it took me hours to get there and a lot of focus i have sent them my National ID, Passport, a picture of me holding the name of the casino on paper and the date and on the other side my passport and they wont pay me.

I fully understand that casino hesitates to process the withdrawal since almost every gambling establishment has written in their rules that bonuses can be claimed only once per household, especially No Deposit bonuses. Could you please advise if you have been asked to undergo a video verification through Skype to confirm that it was really you who played?

Nope not at all i have told them if theres any way to contact the responsible department that blocked my account and they said no .I've not been asked anything ,below is the picture they require for verification which should be more than enough to prove i am willing to prove it through video call also i do not mind as far as i get the money that i earned .Thank You

Thank you, Njomza, for your reply. Could you please advise which exact bonus you have activated? Please understand that if it was a free bonus, there will be, most probably, a maximum cashout applied if your winnings are approved.

I have claimed a bonus which you apply the code upon registration the code was lcb25lotus which granted you 25 free spins on the slot lotus charm, and when it comes to the bonus terms there was no maximum cashout i made sure to screen record all the rules and ToS when my account got locked.

Below is a picture of the bonus rules attached.

below is proof that the amount required was wagered successfully:

below is proof of my balance that i won:

Thank You.

Thank you, Njomza, for the clarification. Could you please advise if this is the exact bonus that you redeemed?

Yes this is the exact bonus ,and yes i made sure that my country was allowed to use the code before claiming it even though it is mentioned canada only players i double checked ( In zaza casino if your country is not allowed to use the promo code it will say promo code does not exist) i always do my research before claiming a NDB since most of the time the casino finds a reason or they make up rules just to avoid paying the players. Thank You!

Dear Njomza,

Thank you for the reply. It is a very confusing case since the promotion states clearly that Free Spins are only available to players from Canada, yet even a player from Argentina wrote in the chat that he was able to activate them. Since the promotion was exclusive to another affiliate website, I'm not able to explain this.

Additionally, I haven't found any rule inside the terms and conditions, that would forbid the activation of the same bonuses from one household or IP address and we strongly believe that if a player is able to verify their identity and they played for themselves, they should be able to withdraw their winnings.

I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Njomza,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Zaza Casino to join the conversation and participate in the resolution of this complaint.

Dear Zaza Casino,

Can you please provide further information regarding the reason for blocking the player's account? If there are multiple accounts, can you please provide supporting evidence to my e-mail, [email protected]?

Kind regards,

Adam

Dear Njomza,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Zaza 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

They have blocked me also i am unable to access live chat so i cannot even contact them is there any way you could contact them

Dear Njomza,

I have since made contact with the casino via Skype and they have stated that you have used many different accounts to claim multiple bonuses. I am currently awaiting supporting evidence of this to be supplied and will post an update here when I have more information.

Kind regards,

Adam

Okay thanks for the update since its almost christmas i hope everything goes in the right direction, and if by many multiple accounts they mean mine and my husband’s account and if my math is correct thats only 2 accounts also anything past that is not true at all if it was true would i even bother sending them sensitive personal information and harassing myself taking pictures holding pieces of paper and stuff? As i have mentioned it even before my husband made an account we live in the same house so i hope they give me my well earned money since no one wants to spend their time doing nothing..

Thank you for all the help Adam and Petronela I appreciate the help

Dear Player, 

according to our investigation, you have created 45 accounts in order to use no deposit bonuses. This action has violated multiple times our one user/one account rule. Please see below our Terms & Conditions:

2.1.3. You can have only one user account and the playing account on zaza.com. If you try to create more than one user account on zaza.com, we reserve the right to block or terminate any of your playing and user accounts or all of your playing and user accounts. zaza.com has the right to remain one playing account and user account open at its own discretion. You are allowed to withdraw all game funds from the blocked account.

5.3.1.6. In case of any suspected abuse of the bonus offer, zaza.com reserves the right to suspend, terminate or cancel any payments or winnings, related to bonus money.

We have also shared evidence with Casino Guru team 

Best Regards, 

Zaza Casino 

What evidence if i may ask and 45 accounts? That is honestly ridiculous i would like to see the evidence since when i asked live support for it they refused to share it with me, when i asked to get in touch with the responsible department i got told they are not willing to contact me so how come now i have "45" accounts and before you refused to show me the evidence.

^ The response from Petronela : even a guru representative was not able to find such rules even though i keep telling you i only created two accounts me and my husband you still do not believe. So thats why im interesed to see the so said proof

Dear Zaza Casino,

I do not appear to have received the aforementioned evidence, could I ask you to send it once more to my e-mail,

[email protected]?

Kind regards,

Adam

Dear Adam,

we have sent the evidence to [email protected] as well.

thank u

regards,

Zaza Casino Team

Thank you Zaza Casino.

Dear Njomza,

The casino has provided evidence and this will now be reviewed.

In the meantime, can I ask you to clarify some further details?

• which e-mail has your husband used to register his account?
• which date have both accounts been registered?
• have either you or your husband used a VPN when registering/accessing the casino account?
• has your husband's account been verified?

Kind regards,

Adam

Hello Njomza,

The casino has provided evidence that shows your account was registered using an IP address that was also used to register at least one other account on the same day, and that both of these accounts have claimed the same bonus. The e-mail address used to register this other account is not the same as the one you have stated was used by your husband. Can you explain how this could have happened?

Kind regards,

Adam

Well the only thing that could have happened is if my husband created another account. Because i can guarantee and i can promise you that i have only created a single account, if my husband has done that then i got no clue i’ve asked him multiple times he has told me no so i do not know unless he is lying, if he is lying then i apologize even though it’s not my fault for any actions he might’ve done there is no other possible reason since only me and him and our baby live in the same house.

I have provided all the proof possible so its up to you and the casino now, but just one thing i wanna say would i have risked showing my id to a website if i was the one breaching the ToS? No one can be that dumb.

Thank you for the response Adam happy early Christmas

Dear Njomza,

Regardless of the fact that it is against the terms of the casino for you and your husband to have both registered an account from the same address, the casino has provided further evidence that also links the e-mail you have provided as your husband's to multiple other accounts, all of which were created on the same day and using the same IP address. All of the accounts mentioned have also claimed the exact same bonuses.

I am afraid we can only make a decision based upon the evidence we have received, and in this case, the evidence provided by the casino is sufficient in supporting their claims.

Consequently, we can no longer assist you with this case and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam