ZAR Casino - Účet hráče byl zablokován.

Dear Trisha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Are there any funds being held by the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi

Yes I have received successfull pay outs from them however every single time the amounts was disputed and incorrectly paid

They agreed to ofset my account and pay me 224000 of the 824000 I played cos they paid me the 600000 as my winnings so basically if they offsetting the account all my winnings was deemed null and void

I was diagnosed with an anxiety disorder due to this casino

I also received threaths from their mediator who refused to disclose his identity

Thank you very much, Trisha, for your reply. I'm sorry but I still don't understand which issue you consider to be a priority? Why your winnings have been reduced?

As you can see in our review, we are fully aware that this casino operates without a valid license https://casino.guru/zar-casino-review.

Do I understand correctly that you have been accused of fraudulent activities and your winnings were voided and deposited funds refunded back to you?

No there was nothing fraudulent from my side

They are the ones that done fraud on my account when I approached them with all the evidence the fake names used the disputes they chose to block my account and refund me 224000 of of 824000 deposited

My argument is why was my winnings deemed null and void

Could you please forward all the supporting evidence to petronela.k@casino.guru? Thank you very much in advance.

Thank you very much, Trisha, for the forwarded relevant communication. Please allow me to ask you a few questions.

• Do I understand correctly that your lifetime deposits are equal to R815,964 and withdrawals to R591,560? The difference (R224,404) has been promised to be paid to your bank account. Have you received those funds?
• Could you please clarify why a refund was promised? Was it because you have confronted the Casino?
• All the forwarded communication seems to be unofficial through an application. Do you have any live chat transcripts or emails that would undoubtedly connect ZAR Casino to this case?

Looking forward to hearing from you.

Hi yes the amount of 224 was paid and the reason is because they knew I had all the evidence of the fraud they have been doing on numerous occasions I won money like 500000 and I only received like 175000 of that money although I do have emails confirming the amounts won

I do have emails I have voicenotes I even have recorded conversations

What fraudulent activities have been reported from your side?

Myside? I have done nothing that constitutes fraud

Their side they have used my card for online purchases

They have used impersonation

They used fake identities

They got me to make large deposits promising they will make a plan if I win big but they never did

They also got a mediator to call me who refused to disclose him name or the company he represents

Dear Trisha,

Let's focus on one problem at a time.

"Their side they have used my card for online purchases"

Could you please advise if you have contacted your bank or the police regarding this issue?

My bank contacted me they suspected fraud as soon as I entered my card details on their website

So let me explain normally I do instant eft at zar ....always did it this way

On that specific day their banking systems was ofline and I needed to make a deposit when I contacted the live chat an agent ( and I have these chats) Insisted I use my credit card I told her I don't gamble on credit it's only my debit card she then asked me to go onto african grand casino make a deposit there and she will transfer my funds to zar

When I went onto that website they still required my card details which I entered cos I trusted them

The deposit went thru and my funds was allocated onto zar and then 10 minutes later I got a message from standard bank asking me to confirm some transactions

It was like 3 in the mrn

When I contacted them the next day they said and online purchase was tried to go off my account for 5500 however they flagged it cos I don't ever make online transactions

Standard bank then said they will investigate and I communicated this to my host cos only they had my card details he said he will get back tome and never did and I just let it go

Dear Trisha,

When you deposit funds into your casino account nobody from the casino sees your payment details. All the transactions are made through a payment gate and the third party is handling all this sensitive information. You should never share any of your payment details with the casino directly.

Do I understand correctly that you have received alerts from your bank, but no funds have been actually deducted from your bank account? 

They attempted to make an online purchase

The agent told me to enter my card details this wasn't an in instant eft

Because I don't ever do online purchases my bank flagged it and didn't allow the transaction so they blocked my card

Hi has there been any feedback

It's been almost a week and a half now I just need to know do u think I should go straight to the gaming board

I see, so no funds have been taken from your account. All the losses have been paid by the casino, as you confirmed already. What other issue do you believe hasn't been addressed yet?

As I mentioned earlier, the casino operates without a valid license hence, I'm afraid there's no Licensing Authority to turn to.

They attempted fraud on my account which my bank confirmed !

The paid my losses which there's a disputed amount of 26500 and 79800 which reyno the host confirmed will be paid and it hasn't

What about my winnings

Was it then declared null and void ?

And there is relevant parties I could go to for one crime intelligence in South africa as they are using fake identities

Also the gaming board as they never complied with any rules

If I understood correctly, there have been no outstanding winnings. You have confirmed this already.

There have been no funds taken from your bank. Please understand that we have no proofs that you have been alerted by the bank because this casino attempted to steal your money.

Furthermore, we can't penalize casinos for using fake names and as I mentioned earlier since the casino operates without a valid license, I can't recommend any Licensing Authority to turn to.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

I have all the proof of my bank contacting me about the fraud

I have all the proof of the conversations between me and the vip host stating they will reimburse me the outstanding amounts

The fact that they operate without a license doesn't give them the right to fraud people

It may not be an issue with the gaming board but I have spoken to the relevant authorities

Based on the information I have they have been communicating with me with fake names unless they can provide identification of the names Freddy Hills reyno lategan and so forth all communication is rendered fraudulent because it's impersonation

I also told u I received the find they promised and yes il confirm that again however there was an amount in dispute which whne I contacted the vip host he confirmed they will gladly pay me which is what I want back simple!

If u unable to help please let me know and I will take this the legal route I will also take to social media and sue the company for handing out my email address to their players without my authorization which goes against the popi act

I have sent u all the relevant screenshots if u want the email correspondence I can send u that and I can also send you the message from my bank notifying me of their attempt to use mt card

Please understand that unauthorized transactions must be handled by relevant authorities such as police. We have no authority or jurisdiction for this kind of investigation.

Furthermore, please specify what outstanding funds are being held by the casino if you have confirmed that your lifetime deposits were equal to R815,964 and withdrawals to R591,560? and the difference (R224,404) has been paid already to your bank account?

That was not my total because as agreed there was about 9 times where we did deposits it came of our account but wasn't allocated to the casino we then had to go into our banking app and send them proof of payment in order to allocate those funds so those amounts was not added and it was 79800 the 26500 was my husband's account which reyno said they will pay back without hassles and I have that message as I said to u and the times where they did that 9 times and not only to me but also my friend who gambled at the casino

I'm truly sorry Trisha but it is very confusing as you have confirmed this earlier already. Additionally, please understand that we won't discuss your husband's account. He should file a separate complaint if he's experiencing any kind of issue.

Please, if you have any supporting evidence to your accusations, forward them to petronela.k@casino.guru, otherwise, I will be forced to reject your complaint.

I have all the evidence which il forward to u

But I'm pretty sure I did that already

All the chats emails even personal chats where the vip host messaged me from his personal email

The screenshots of the players asking me for their cashbacks which means my email was sent to players

I also have the chat with their vip host who told me they agreed to pay my husband's amount cos the deposits came from my bank account and also the disputed amount but to date they havnt done that

I think I'm just going to take this to social media and seek legal advice cos when I spoke to my attorney with all the supporting evidence I have against this company they should have been shut down a long time ago

I have received many screenshots from you and I'm sorry but I didn't find any evidence of something illegal.

"The screenshots of the players asking me for their cashbacks which means my email was sent to players"

I haven't found these specific screenshots. Could you please forward them again?

Dear Trisha,

Thank you very much for the forwarded screenshots. I'm truly sorry but we can't penalize the casino based on your allegations. Please understand that your email address could have leaked through other channels too.

As I mentioned earlier, until this point, we haven't received any supporting evidence that could help us to build a case against ZAR Casino.

• you confirmed that the difference between your deposits and winnings has been paid
• no funds have been stolen from your bank account

Once again, let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Please clarify what is the disputed amount? You have confirmed earlier that the difference between your deposits and the withdrawals has been paid.

The disputed amount was 79800 and 26500 on my husband's account which they agreed to pay as per reyno I just want what's mine I right now don't care about the winnings it's caused me to much stress

Do I understand correctly that the disputed amount of R79,800 is deposits that have never been credited to your casino account?

That's correct

They always made excuses that the deposit was successful but it came of my account so they used to credit it manually and ask me to send proof of payment which I always did

This didn't only happen to me but also a friend of mine and it wasn't a one time thing it happened like 3 times a week minimum

Could you please forward the receipts of your unsuccessful payment transactions?

You gona have to give me time to get that

No problem.

Dear Trisha,

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 rejecting 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.