Uretfærdig behandling, afviste udbetalinger, overtrædelse af regler for ansvarligt spil og licensproblemer – Zip Casino (Softgenius NV)
Hej,
Jeg indgiver en alvorlig klage mod Zip Casino, der drives af Softgenius NV. Hjemmesiden angav tidligere, at den var licenseret under Curacao (GLH-OCCHKTW0709022022), men i øjeblikket vises ingen licens nogen steder på siden. Da jeg spurgte kundesupport om licensen, fik jeg at vide:
"Vi har ingen oplysninger om licensen, hr.."
Dette giver anledning til betydelig bekymring og kan indikere, at casinoet opererer uden en gyldig licens.
På et tidspunkt havde min casinokonto en saldo på cirka €54.000. Jeg indsendte flere udbetalingsanmodninger, og i alt €11.000 i udbetalinger blev afvist og returneret til min kontosaldo. Disse midler kunne derefter spilles igen – og i sidste ende tabes. De burde have været udbetalt i stedet for at være tilgængelige for yderligere spil.
Min konto var allerede fuldt verificeret den 5. maj, og kundesupport bekræftede dette. På trods af dette blev størstedelen af mine udbetalingsanmodninger afvist på falsk grundlag med påstand om, at kontoen ikke var verificeret. Jeg har bevis for dette, herunder verifikationsbilledet og chatbekræftelser fra supportteamet.
Jeg rapporterede også et spilleproblem og anmodede om lukning af min konto samme dag, som jeg begyndte at spille, men casinoet reagerede ikke. Min konto forblev åben og aktiv i flere dage eller endda uger. Dette er en alvorlig overtrædelse af forpligtelserne vedrørende ansvarligt spil.
Udbetalingssystemet er designet på en måde, der hindrer spillere: du kan kun foretage tre udbetalinger ad gangen, hver behandling foregår langsomt (flere dage mellem hver), og der kan ikke foretages nye udbetalinger, før de foregående er godkendt. Nye udbetalinger kræver normalt ikke kontakt med kundesupport – medmindre kontoen er blevet lukket. Når kontoen er lukket, skal kundesupport kontaktes for manuelt at tillade nye udbetalinger, hvilket forårsager unødvendige forsinkelser og komplikationer.
Derudover opdagede jeg, at min udbetalingshistorik var blevet ændret – visse posteringer var blevet fjernet eller skjult fra min kontoside. Heldigvis havde jeg taget skærmbilleder, før disse data blev ændret. Dette giver anledning til alvorlig bekymring omkring gennemsigtighed og integritet.
Kundesupporten har været uklar, vildledende og undvigende gennem hele processen. Svarene har været generiske, vage eller modstridende – og i mange tilfælde blev mine spørgsmål simpelthen ignoreret. Kommunikationen synes at være designet til at forsinke og forvirre snarere end at hjælpe.
Casinoet er ikke 8,7% værd.
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%.
Automatisk oversættelse:
