The player from Poland files a complaint against Zeppelin Casino after her account is closed and her €250 winnings are confiscated, following a KYC verification process. Although she submitted all required documents and indicates she is a legitimate player, the casino cited a one-account-per-household/IP policy, erroneously implicating her son’s account as fraudulent.
Zeppelin Casino - Player's winnings are confiscated after account closure.
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Zeppelin Casino
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yesterday
Translation
I would like to file a complaint against Zeppelin Casino. I requested a withdrawal of my winnings of €250. The casino initially canceled the withdrawal and requested a full identity verification (KYC) check. I submitted all required documents, including my ID and proof of card ownership.
All deposits at this casino were made exclusively with my personal, named payment card. After successfully verifying my documents, the casino abruptly deleted my account and confiscated my winnings. Customer support responded by informing me that the reason was a violation of the one-account-per-household/IP policy.
I want to make it clear that I am a genuine, independent individual, as fully proven through the KYC process. My son also has an account from the same home IP address, but we are two completely separate individuals with our own funds and payment methods. There was no fraud or bonus abuse involved here – I played with my own, legally deposited money.
I briefly created a second account solely for the purpose of contacting support, as my original account was blocked and I had no other option to contact support. The casino immediately closed the case, refusing any further discussion.
I am kindly asking for your help in mediating with the casino and recovering my winnings of €250 or at least a full refund of all deposits I have made.
Automatic translation:
Public
Public
48 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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48 minutes ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zeppelin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
