Zinkra Casino - Рахунок гравця закрито, а виграш конфісковано.

After I won big with the welcome bonus, I requested a withdrawal of €950 2 days ago, successfully completed the KYC and received an email today saying that my account had been closed, my winnings had been cancelled and only my deposit would be transferred back.

Nachdem ich im Willkommensbonus groß gewann, beantragte ich eine Auszahlung von 950€ vor 2 Tagen, erledigte erfolgreich das KYC und bekam heute die Mail, das mein Konto geschlossen wurde, mein Gewinn storniert und lediglich meine Einzahlung zurücküberwiesen wird.

Dear fenerkaa,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’ve encountered with your account and the cancellation of your winnings.

• To better understand the situation, could you clarify if the casino provided any specific reason for closing your account?
• Additionally, did they mention anything in their communication regarding the use of the welcome bonus or if there were any terms you may have inadvertently violated during your gameplay?
• We’ve received the communication you forwarded, which is very helpful, but any additional details you can provide will assist us in mediating this situation and getting a clearer picture.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while we investigate further after your reply.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello Petronela and thank you for the quick reply!

The reason given is the alleged violation of the general terms and conditions (as stated in the email), not even the bonus conditions. I also did not violate the bonus conditions, which I had previously looked at (maximum stake, etc.). It is just sad that when you win big, your account is simply closed.

Hallo Petronela und danke für die rasche Antwort!

Der genannte Grund ist die angebliche Verletzung gegen die Allgemeinen Geschäftsbedingungen( wie es in der Mail steht) also nicht mal gegen die Bonusbedingungen. Ich habe auch nicht gegen die Bonusbedingungen verstoßen, die ich mir vorher angeschaut hatte(Max Einsatz etc.) Es ist einfach traurig, dass wenn mal groß gewinnt einfach das Konto geschlossen wird.

I would also like to add that I have proof of every spin I made, i.e. stake, game, etc.

Ich möchte noch hinzufügen, dass ich einen Nachweis für jeden getätigten Spin habe, also Einsatz, Spiel etc.

Hi fenerkaa,

• Could you please forward the game history to my email address at petronela.k@casino.guru? This will allow us to better understand the situation and provide the most accurate assistance.
• Also, could you clarify whether the casino has provided any more specific details regarding the violation of their general terms and conditions? Understanding the exact reason for your account closure will help us better navigate the situation.

Thank you in advance for your patience, and I look forward to hearing from you.

Hello Petronela,

I sent you everything by email.

Hallo Petronela,

ich habe Ihnen alles per Mail geschickt.

Hi fenerkaa,

Thank you for your patience while I reviewed the situation.

I have checked the bonus rules on Zinkra Casino, and I found that the maximum bet allowed when using bonus funds is 4 EUR (or equivalent in any other currency) per bet/spin. You can find the details here: Zinkra Bonus Terms:

 1.11.  You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

Unfortunately, after reviewing the forwarded video with your game history, it appears that you placed multiple bets of 4.5 EUR, which exceeds the maximum allowed bet size for bonus funds. As per the bonus terms, this constitutes a breach of the rules, and as a result, your account may be subject to review, and the bonus funds could be confiscated.

I understand this may not be the outcome you were hoping for, but I must adhere to the rules outlined in the casino's terms and conditions.

If you have any further questions or concerns, please feel free to reach out.

Dear fenerkaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear fenerkaa,

Unfortunately, after carefully assessing the game history, we found that the maximum bet rule was breached multiple times. As this is a clear violation of the casino’s bonus terms, we are not in a position to assist further. We understand that this may be disappointing, but casinos strictly enforce these rules, and any bets exceeding the limit can result in the forfeiture of winnings.

For the future, we strongly recommend always reviewing the bonus terms carefully before playing to avoid similar situations.

Best regards,

Petronela

Casino.Guru Complaint Resolution Center