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Hi there,

I have deposited 50 euros in the Zencasino twice. However, I was previously banned from Tsars Casino due to gambling addiction.

The Terms & Condition states that I am not allowed to register/deposit/play at a sister casino (Zencasino) if I have banned myself. However, I was able to register and deposited 100 euros and lost them. But now I would like my paid-in money back, because I should have registered garnet right from the start, because before that I got banned in Tsars because of gambling addiction, forever.

I have already contacted the casino but they say that Tsars is a single casino. However, I have also played at Zenbetting casino and won something, but my winnings were kept there because I had blocked myself in zencasino. So the same principle. But then I got my money back. The only thing missing now is the Zencasino.

Please help.

Hallo,

ich habe im Zencasino zwei mal, jeweils 50 Euro eingezahlt. Jedoch war ich davor schon im Tsars Casino gesperrt aufgrund spielsucht.

In den Terms & Condition steht das es nicht erlaubt ist mich bei einem schwestercasino (Zencasino) zu registrieren/einzuzahlen/zu spielen, wenn ich mich selbst gesperrt habe. Jedoch konnte ich mich registrieren und habe 100 euro eingezahlt und diese verloren. Nun möchte ich aber mein eingezahltes geld zurück haben, da ich mich von anfang an hätte garnet registrieren dürfen, weil ich davor mich in Tsars wegen spielsucht sperren lassen habe, für immer.

Das casino habe ich schon kontaktiert, aber die sagen das, dass Tsars ein einzelnes casino wäre. Jedoch habe ich bei Zenbetting casino auch schon gespielt und was gewonnen, aber dort wurden meine gewinne eingehalten, weil ich mich im zencasino gesperrt hatte. Also das gleiche prinzip. Da habe ich das geld aber zurück erhalten. Fehlt nur noch das vom Zencasino jetzt.

Bitte um Hilfe.

Dear alpsko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible gambling section, and this is what I found:

"Self exclusion/ session limitation:

You can always exclude yourself or limit your gaming time. This is up to you to to set your own limits per day, per week, per month or different other combinations. After the time has run out you will not be able to access zencasino.com before your time limit restores."

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from ZenCasino directly? Did you receive any list of associated websites (sister casinos) in which your self-exclusion is active after you self-excluded from Tsars Casino?

Looking forward to hearing from you.

Best regards,

Kristina

Hi there,

can be closed. Yes I excluded myself.

Thanks.

Hallo,

kann geschlossen werden. Ja ich habe mich selbst ausgeschlossen.

Danke.

Thank you for your reply, alpsko. Do I understand correctly that your issue has been resolved?

Dear alpsko,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.