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