Nepravedan tretman, odbijene isplate, kršenje pravila odgovornog kockanja i problemi sa licenciranjem – Zip Casino (Softgenius NV)
Zdravo,
Podnosim ozbiljnu žalbu protiv Zip Casino-a, kojim upravlja Softgenius NV. Veb-sajt je ranije naveo da je licenciran pod Kurasaom (GLH-OCCHKTW0709022022), ali trenutno nijedna licenca nije prikazana nigde na sajtu. Kada sam pitao korisničku podršku o licenci, rečeno mi je:
„Nemamo informacije o licenci, gospodine."
Ovo izaziva značajnu zabrinutost i može ukazivati na to da kazino posluje bez ikakve važeće licence.
U jednom trenutku, moj kazino račun je imao stanje od približno 54.000 evra. Podneo sam više zahteva za isplatu, a ukupno 11.000 evra je odbijeno i vraćeno na stanje mog računa. Ova sredstva su potom ponovo mogla da se igraju – i na kraju su izgubljena. Trebalo je da budu isplaćena umesto da budu dostupna za dalje igranje.
Moj nalog je već bio u potpunosti verifikovan do 5. maja, a korisnička podrška je to potvrdila. Uprkos tome, većina mojih zahteva za povlačenje sredstava je odbijena na osnovu lažnih razloga, uz tvrdnju da nalog nije verifikovan. Imam dokaze za to, uključujući fotografiju za verifikaciju i potvrde u ćaskanju od tima za podršku.
Takođe sam prijavio problem sa kockanjem i zatražio zatvaranje naloga istog dana kada sam počeo da igram, ali kazino nije reagovao. Moj nalog je ostao otvoren i aktivan nekoliko dana ili čak nedelja. Ovo je ozbiljno kršenje obaveza odgovornog kockanja.
Sistem isplata je dizajniran na način koji ometa igrače: možete izvršiti samo tri isplate istovremeno, svaka se obrađuje sporo (nekoliko dana između svake), i nijedna nova isplata ne može biti poslata dok se prethodne ne odobre. Nova isplata obično ne zahteva kontaktiranje korisničke podrške – osim ako nalog nije zatvoren. Kada se nalog zatvori, korisnička podrška mora biti kontaktirana da bi se ručno dozvolile nove isplate, što uzrokuje nepotrebna kašnjenja i komplikacije.
Štaviše, otkrio sam da je moja istorija povlačenja izmenjena – određeni unosi su uklonjeni ili skriveni sa stranice mog naloga. Srećom, napravio sam snimke ekrana pre nego što su ovi podaci promenjeni. Ovo pokreće ozbiljnu zabrinutost u vezi sa transparentnošću i integritetom.
Korisnička podrška je bila nejasna, obmanjujuća i izbegavajući odgovore tokom celog procesa. Odgovori su bili generički, nejasni ili kontradiktorni – a u mnogim slučajevima, moja pitanja su jednostavno ignorisana. Čini se da je komunikacija osmišljena da odugovlači i zbuni, a ne da pomogne.
Kazino ne vredi 8,7%.
Unfair treatment, rejected withdrawals, violation of responsible gambling rules, and licensing concerns – Zip Casino (Softgenius N.V.)
Hello,
I am filing a serious complaint against Zip Casino, operated by Softgenius N.V. The website previously indicated it was licensed under Curacao (GLH-OCCHKTW0709022022), but currently no license is shown anywhere on the site. When I asked customer support about the license, I was told:
"We have no information about the license, sir."
This raises significant concerns and may indicate that the casino is operating without any valid license.
At one point, my casino account had a balance of approximately €54,000. I submitted multiple withdrawal requests, and a total of €11,000 in withdrawals was rejected and returned back to my account balance. These funds were then playable again – and ultimately lost. They should have been paid out instead of made available for further play.
My account was already fully verified by May 5th, and customer support confirmed this. Despite this, the majority of my withdrawal requests were rejected on false grounds, claiming that the account was not verified. I have evidence of this, including the verification photo and chat confirmations from the support team.
I also reported a gambling problem and requested account closure on the same day I started playing, but the casino failed to act. My account remained open and active for several days or even weeks. This is a serious violation of responsible gambling obligations.
The withdrawal system is designed in a way that hinders players: you can only make three withdrawals at a time, each is processed slowly (several days between each), and no new withdrawals can be submitted until the previous ones are approved. New withdrawals normally do not require contacting customer support – unless the account has been closed. When the account is closed, customer support must be contacted to manually allow new withdrawals, which causes unnecessary delays and complications.
Furthermore, I discovered that my withdrawal history was altered – certain entries were removed or hidden from my account page. Fortunately, I had taken screenshots before this data was changed. This raises serious concerns about transparency and integrity.
Customer support has been unclear, misleading, and evasive throughout the process. Replies have been generic, vague, or contradictory – and in many cases, my questions were simply ignored. The communication appears designed to stall and confuse rather than assist.
The casino is not worth 8.7%.
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