Zizobet Casino - Player's funds have been unjustly confiscated.

Dear Casino Guru Complaints Team,

I am lodging a formal dispute against Zizobet (operated by Santeda International B.V.) regarding the wrongful manual confiscation of a £760 cash balance. The operator has cited a "duplicate account violation" under Sections 9 and 10 of their terms, but the situation was entirely caused by misleading, contradictory, and direct instructions sent by the casino's own management team.

Timeline of Events:

A week prior to my session, Zizobet sent me an unsolicited email explicitly stating: "You have this account all verified and we closed all duplicate [accounts]." This was an official corporate directive instructing me that my original account was cleared, verified, and safe to use.

Relying entirely on the casino's explicit instructions, I logged into this verified account. The backend system displayed an available free spins promotion on Book of Pyramids (BGaming). I claimed it in 100% good faith.

I successfully met the technical wagering requirements of the bonus, transferred to Big Bass (Pragmatic Play), and ran the resulting cash balance up to a total of £760.

Upon requesting a withdrawal, the casino manually audited my account and completely wiped the £760 balance.

The Core Contradictions and Evidence of Bad Faith:

When I challenged support regarding this unfair confiscation, they provided two separate, contradictory explanations that prove they are acting in bad faith:

Contradiction 1 (Frontline Support): The live chat agent officially stated in writing: "We are unable to detect a second account until these are fully verified." This completely invalidates their defense, as their own email from a week prior proves they had already fully verified the account. By their own agent's logic, they were entirely aware of my account history before permitting play.

Contradiction 2 (Escalation Specialist): The escalation manager then claimed that because the winnings originated from free spins, they "cannot be reinstated." In the exact same message, they stated: "At this moment, I can only confirm that you will be able to use your other account."

Basis of the Dispute:

If my identity or history genuinely disqualified me from utilizing platform promotions, the casino should not have sent an official email actively directing me to use that account, nor should their backend system have allowed the bonus to be claimed. Furthermore, keeping my account open for future play while simultaneously stripping my current winnings proves they do not consider me a fraudulent user; they are simply inventing arbitrary excuses to evade a legitimate £760 payout.

I have saved full screenshot evidence of the pre-win verification email, the subsequent game history, and the live chat transcripts catching their support team in these direct lies. I am prepared to upload these files to the Casino Guru team immediately upon request.

I kindly ask for your independent mediation to instruct Zizobet to honor the £760 balance won fairly under their direct guidance.

Thank you for your time and assistance.

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Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you contacted customer support before opening your second account?
• Could you please advise if you have passed the KYC verification on either of your accounts?
• Have both accounts been created with the same email address?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for taking the time to review my complaint. I will answer your questions below and provide further details to explain the situation fully.

1. Before opening the second account, did I contact customer support?

No, I did not contact customer support before opening the second account. My original account had already been closed on 10 July, and I genuinely believed I was able to use the new account. I did not create the second account with the intention of abusing bonuses, bonus hunting, or breaching the casino rules.

I have autism, which can affect my understanding of complex terms and conditions, but there was never any intention to mislead the casino or gain an unfair advantage.

2. Did I complete KYC verification on either account?

On the account I used, I had completed the standard verification process and received an email confirming that my account was verified.

After I requested my withdrawal, the casino contacted me asking me to complete an additional security verification step. I had not failed verification; this was an extra security process that I was prepared to complete. However, before I was able to complete this additional step, the casino removed my balance and informed me that my winnings were being voided due to the duplicate account issue.

I was also told by a manager on live chat that the duplicate account could not be detected until after verification had been completed. However, I believe this is important because my account had already been verified and I had already received confirmation of this before the issue was raised.

3. Were both accounts created with the same email address?

No, the two accounts were created using different email addresses.

I would also like to explain the timeline of events, as I believe this is very important.

My original account was closed on 10 July. On 16 July, I used the other account and there were no warnings, restrictions, or issues shown regarding the promotion. I was able to verify my account, receive confirmation that it was verified, and use the bonus normally.

From the free spins, I won approximately £27. I then continued playing with those winnings and completed the bonus wagering requirements. After the bonus had been fully completed, I continued playing and increased my balance to £760 before requesting my withdrawal.

The casino did not remove the balance while I was using the bonus or while the wagering requirements were being completed. The duplicate account issue was only raised after I had completed the bonus and played with the funds. Approximately 24 hours later, the casino removed my balance.

This is the main reason I believe the situation was handled unfairly. If the casino believed there was an account issue or that I was not eligible for the promotion, I believe this should have been identified and communicated before allowing me to verify, complete the bonus, and continue playing.

I also believe it is important that my account was left open and available for further play and deposits after the casino decided I had breached the Terms and Conditions. If the account was considered invalid, I do not understand why it was not immediately closed or restricted instead of remaining available.

I can provide screenshots of my verification confirmation, emails, and live chat conversations, including the conversation with the manager regarding when the duplicate account could be detected.

I would also like to point out that the casino was already aware of the existence of my previous account approximately one week before the issue with my winnings occurred. Despite this, I was still allowed to continue using the new account, complete verification, access the promotion, and play without any warning or restriction being placed on the account. This is another reason why I believe the situation was handled unfairly, as the issue was not addressed until after I had won and requested my withdrawal.

Thank you again for reviewing my complaint. I appreciate your time and I hope the full timeline and evidence can be considered.

Best regards,

Hello,

Thank you for your reply.

Could you please clarify the timeline? Specifically, had your account already been fully verified before you claimed the free spins bonus, or did you claim the bonus before the verification was completed?

If possible, please also provide the dates and times of the verification confirmation and the bonus activation.

Thank you in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your message.

My account had already been fully verified before I claimed the free spins bonus.

The timeline is as follows:

My account verification was completed on 10th July 2026.

I claimed and activated the free spins bonus on 16 July 2026 at approximately 8:00 pm.

As I understand it, the bonus could not be claimed or used until my account had been successfully verified. Since I was able to claim and play the free spins, I believed all verification requirements had already been satisfied

Unfortunately, the free spins bonus itself will not appear in my account history, so I am unable to provide evidence of the exact activation from there.That is why I am unable to provide evidence of the bonus activation from my account history.

However, the verification email confirms that my account had already been verified well before I claimed and used the bonus.

I will attach proof showing that my account had been fully verified on 10 July 2026, almost a week before I claimed the bonus. If you look at the date of the verification email, you can see that it was sent well before the bonus was activated on 16 July.

As I understand it, the bonus could not be claimed or used until my account had been successfully verified. Since I was able to claim and play the free spins, I believed all verification requirements had already been satisfied.

I have also attached evidence of my withdrawal request, which was made after I had completed the free spins bonus and met the bonus requirements.

This is one of the reasons I believe the casino acted unfairly. They had already completed my verification and allowed me to claim and use the bonus. It was only after I won and requested a withdrawal that my winnings were removed due to an alleged duplicate account, despite the account having already been verified beforehand.

Please let me know if you require any further information or evidence.

Kind regards,

[Redacted]

I would like to update the complaint with Zizobet’s latest response from their complaints team.

This is now the third response I have received from Zizobet, and each response has repeated the same general reference to their Terms and Conditions regarding multiple accounts. However, they have not addressed the specific questions I raised regarding the timeline of events.

My main concerns remain:

My account was verified before the free spins bonus was claimed and used.

I was allowed to use the promotion and continue playing.

The alleged breach was only acted upon after I won and requested a withdrawal.

Zizobet has not explained when they identified the alleged duplicate account issue or why the account and bonus were allowed beforehand.

I have attempted to resolve this directly with Zizobet, but their responses have not addressed these points.

Hello Attila,

I have now escalated my case directly with Zizobet and spoke with a manager.

The manager confirmed they understand that my account had been verified before I claimed the bonus, but advised that their decision remains unchanged. I also offered to provide further evidence regarding the verification timeline for one final review, but they declined and confirmed they had already completed their review.

I am adding this conversation as an update because I believe it is relevant to the case.

Thank you.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for providing the additional information. Could you please confirm whether you have deposited any real money funds to activate the promotion? Additionally, are there currently any restrictions on your player account? Alternatively, are you permitted to make deposits, claim bonuses, and engage in gameplay? Has the casino also confiscated any real money balances?

Thank you for your patience and cooperation.

Hi Attila,

Thank you for your message.

I can confirm that I did not deposit any real-money funds to activate the promotion. The promotion was a no-deposit/free-spins promotion, and I claimed it using the promotional code after my account had already been fully verified.

Regarding the current status of my account, the casino has not informed me that my account is permanently closed. However, the winnings/balance were manually removed, and the casino has stated that my ability to receive bonuses has been suspended indefinitely.

I have not been able to establish whether I am currently permitted to make deposits, claim other bonuses, or engage in gameplay, as I have not attempted to do so following the casino’s decision and the removal of my balance.

The casino did confiscate the balance that I had accumulated from the promotion. The amount removed was approximately £760. This was not a real-money deposit balance; it consisted of winnings generated after claiming and playing the no-deposit/free-spins promotion.

I hope this clarifies the situation. Please let me know if you need any further information or evidence from me.

Dear Attila,

I have received a further response from Zizobet regarding my complaint.

They have rejected my request by referring to their Refund Policy, stating that a refund is unavailable if deposits or bonuses have been played.

However, I believe this does not address the actual issue in my complaint. I am not requesting a refund of a deposit or reimbursement of funds that I lost while playing. My complaint concerns the manual confiscation of approximately £760 from my cash balance.

Previously, Zizobet stated that the £760 was confiscated because of an alleged duplicate-account violation under Sections 9 and 10 of their Terms and Conditions. Their latest response now appears to rely on their Refund Policy instead, without explaining how that policy authorises the confiscation of my £760 cash balance.

Could you please take this latest response into consideration when reviewing the case?

I would also appreciate your view on whether Zizobet’s Refund Policy is actually relevant to the confiscation of my cash balance, given that I am disputing the confiscation rather than requesting a refund of a deposit.

I have retained the full correspondence and can provide any further information or screenshots required.

Kind regards,

[Redacted]

Dear Player,

Thank you for the additional information.

Unfortunately, based on the information provided, we are unable to uphold your complaint. The two accounts were registered using different email addresses, and the casino has explained that duplicate accounts may not be identified until the relevant verification process is completed. Based on the information available to us, we cannot conclude that the casino knowingly allowed you to use a duplicate account in breach of its rules before the issue was identified.

Furthermore, the disputed £760 balance came entirely from a no-deposit/free-spins promotion. You did not deposit any real money to claim the promotion or generate these winnings. As the funds came from a free promotional offer, we cannot penalize the casino for deciding not to honor those promotional winnings. We generally respect casinos' decisions regarding their promotional offers and their eligibility requirements. This position is consistent with our policy of non-interference in promotional offer decisions.

For future reference, we strongly recommend opening and using only one account at each casino, as having multiple accounts can lead to issues such as the cancellation of bonuses or winnings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila