The player from Germany had requested a permanent self-exclusion from Zeuswin on January 17, 2025, due to gambling addiction, but the casino had failed to close his account or respond adequately. Despite having stated his wish for self-exclusion, he continued to face delays and incurred significant losses while the account remained open. After multiple requests, the casino finally closed his account on February 21, 2025, more than a month after the initial request. The Complaints Team had attempted to engage the casino for further clarification, but due to the casino's closure and lack of cooperation, the complaint was marked as unresolved. Ultimately, the issue was resolved when ZeusWin Casino was taken over by a new operator, who compensated the player for his losses.
ZeusWin Casino - Player’s account remains open despite self-exclusion request.
Case closed
Amount: €1,500
ZeusWin Casino
Safety Index:Fresh casinoCase summary
Hello,
On January 17, 2025, I asked Zeuswin support to permanently block my account due to a gambling addiction, whereupon I received a message in which I was asked to confirm that any remaining balance would be lost as a result. I then responded directly to support and confirmed my decision, as I no longer had any balance (or possibly 0.25 euros) in my account.
Unfortunately, Zeuswin did not respond and did not close my account. It was not until January 22 that Zeuswin informed me that my account could not be closed due to an outstanding withdrawal, which was not a problem on other casino websites operated by the same operator. Despite the express urgency of my request, I was still able to deposit money and play. The people in charge did not contact me again after the withdrawal or close my account, despite my previous confirmation that this was exactly what I wanted.
On February 11, I again emphatically requested immediate self-exclusion, but in the casino's response that followed on the same day, I was asked to explain the reasons for my decision in more detail. The casino has had all the relevant information for this (including mention of my gambling addiction) since January 17, 2025, but my account remains open to this day.
This behavior on the part of the casino caused me to suffer significant losses that could have been completely avoided if those responsible had responded adequately to my repeated requests to deactivate my account instead of using delaying tactics.
I can provide you with the entire email exchange between me and Zeuswin support, where it is clearly evident that the casino did not respond to my request or responded inadequately.
Thank you very much in advance for your help.
Best regards
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Do I understand correctly that you still have access to your casino account? Please forward me the account closure requests and any other relevant communication between you and the casino to [email protected].
Thank you very much in advance.
Best regards,
Kristina
Hello Kristina,
Yes, I still have access to the account and can continue to deposit and play. I will now forward the relevant emails to you, thank you very much!
Best regards
Thank you for your reply, lolseinsohn. Could you please clarify how much money you deposited since you informed the casino about your gambling problem?
Hello Kristina,
I still have access to the account, but the payment display often does not work completely. I see deposits of around 1250 euros, compared to various withdrawals. I think the withdrawals total around 600 euros. At the time of opening this complaint, however, the withdrawals only amounted to 150 euros, and I was able to make some winnings after that. However, my account has still not been closed, even after I requested it again a few days ago. I have asked for the account to be closed for the 6th time today and hope that this will finally happen. Nevertheless, I have suffered high losses due to the casino's inactivity, which could have been completely avoided if they had reacted more quickly.
Many thanks and kind regards!
Hello Kristina,
The casino has finally closed my account. The deactivation took place on Friday, February 21st at 5:29 p.m., more than a month after my first request on January 17th.
Thank you and best regards!
Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear lolseinsohn,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the ZeusWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear ZeusWin Casino,
Could you please provide a detailed explanation of this case and clarify why the closure of the player's account was delayed for over a month, despite the fact that the player's request was acknowledged on the same day it was submitted?
Thank you in advance for your response!
Best Regards,
Kubo
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello Kubo,
Since Zeuswin hasn't responded yet, I visited the site and discovered that the casino has been closed since today. Will this affect our negotiations here?
I wish you a pleasant weekend!
Dear lolseinsohn,
I have repeatedly attempted to contact the casino, but the only response I’ve received is about a planned transition to a different platform - without any clear timeline or confirmation on whether they can address complaints during this period. Unfortunately, without their cooperation, there’s not much more we can do at this point. As a result, I will be marking your complaint as "unresolved" in our system.
I understand this is far from a satisfactory resolution, and I truly regret that we’re unable to assist further at this moment. However, if the casino decides to respond, we will reopen the complaint, and you will be notified via email.
Typically, I would advise reaching out to the Anjouan Gaming Authority to submit a complaint. However, they have recently changed their policy, requiring complaints to be lodged through the license validator on the casino's website. Since ZeusWin Casino does not currently display a license badge, there is no direct way to file an official complaint against them.
Given this, I recommend that you contact the Gaming Authority through this link: https://anjouangaming.com/contact/ and inquire about the best course of action in a situation like this - where a complaint needs to be filed, but no official channel is available. Please let me know if you need any assistance in submitting your complaint. I will also reach out to the Gaming Authority from our side to seek a solution for future cases.
I sincerely regret that I couldn’t provide a more helpful outcome this time. If anything changes, I will let you know.
Best Regards,
Kubo
Hello Everyone,
We’ve reopened this complaint following the request of the player lolseinsohn, who informed us that the issue has now been resolved. The resolution came after ZeusWin Casino was taken over by a new operator, who compensated the player for his losses.
Dear lolseinsohn,
Thank you for updating us on the outcome, and we wish you all the best in your future play. Please remember that our Complaint Resolution Center is always here to support you if you encounter any issues with this or any other online casino.
Thank you.
Best regards,
Kubo
