ZenCasino - Igrački račun je zatvoren bez razloga.

Hello,

I am submitting this complaint regarding the unfair handling of my ZenCasino account.

My account was frozen after I expressed dissatisfaction with how my case was being handled and stated that I was considering playing at another casino.

Freezing a player account because they express criticism or dissatisfaction is unreasonable and goes against the basic principle of fair treatment between a casino and its customers. Players should be able to raise concerns without fear of retaliation or restrictions being placed on their account.

What makes this situation even more concerning is that the freeze was supposed to last for one week and, according to the information provided to me, the account should have been automatically reopened afterwards. This never happened.Since then, I have contacted ZenCasino multiple times through both email and live chat asking for clarification and assistance. Each time I received the same generic response that the "responsible team" was looking into the matter. Despite my repeated attempts to resolve this directly, no meaningful update or final response was ever provided.

This behaviour raises serious concerns regarding ZenCasino’s compliance with its own terms and responsible gaming procedures. If a temporary restriction or cooling-off period was applied, then it should have been handled according to the stated conditions and lifted when the period ended, or at the very least clearly explained and communicated to me. Instead, my account remained inaccessible without justification and without any transparent decision being communicated.

A casino cannot simply impose restrictions indefinitely while refusing to provide clear reasons, timelines, or proper communication. By failing to reopen the account after the stated period and repeatedly ignoring my requests for clarification, ZenCasino failed to act transparently.

The lack of communication is especially troubling. Customer support repeatedly assured me that the matter was under review, yet no resolution or explanation ever followed. This left me in a situation where I had no access to my account and no clear understanding of my status or rights as a customer.

I deposited and played at ZenCasino under the understanding that the casino would follow its own rules and treat players fairly. Instead, I experienced an unexplained and prolonged restriction together with poor communication and failure to follow through on what I was told.

Because of this unfair treatment, failure to properly manage the account restriction, and failure to provide a timely and transparent resolution, I believe ZenCasino has not fulfilled its obligations toward me as a customer.

For these reasons, I am requesting the return of all my deposits made to ZenCasino (minus the withdrawals that I made and bonuses assigned to my account), as the relationship of trust and fair dealing expected between player and operator has been seriously damaged by the casino’s actions and handling of this matter.

I attempted to resolve this matter directly with ZenCasino on multiple occasions before filing this complaint, but unfortunately no proper resolution was provided. That is why I am trying Casinoguru.

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Stay safe.

Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila