ZOOT Casino - Player’s refund is denied after account closure.

I am filing this complaint against Zoot Casino (operated by Enigma Lake Ltd) regarding a refund that was promised to me and then denied unfairly, following a responsible gambling account closure request.

On 7/3/24, I contacted Zoot Casino customer support via email to request a permanent closure of my account due to gambling-related harm. According to their website’s own terms (section 2.13), the correct procedure is to email customer support — which I followed. I did not use any automated self-exclusion tool, and the site makes it clear that contacting support is an accepted method for account closure.

The casino failed to act on my request promptly, and during the delay, I was still able to access the account and spent more money. This delay was acknowledged by their support team in multiple emails, and I was told by two separate agents that:

My request was being worked on

A refund was being processed for the funds spent during the delay

However, weeks later, I received a response stating that I would not be refunded because they believed I had closed my account using the self-service option — which is false and contradicted by their own terms and previous communication.

To make matters worse, I attempted to follow up, but I am now apparently blocked from receiving support. I submitted a support ticket that was marked "successfully submitted," yet I received no confirmation email or ticket number. This strongly suggests that Zoot Casino is intentionally preventing further contact.

I am attaching the following evidence to support my complaint:

Email proof of my request for account closure

Email responses from agents promising the refund and acknowledging the delay

Screenshots of their own terms showing that emailing support is a valid closure method

Screenshots of my recent support ticket being submitted without a confirmation

My full timeline of events

Zoot Casino is not honoring its responsible gambling obligations and is attempting to reverse a confirmed refund under false pretenses. I respectfully request that AskGamblers help me resolve this issue and hold the casino accountable for its actions.

Thank you for your time and support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoot Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

My account was closed on 7/7/25 per my request from 7/3/25. Last time I was allowed to deposit was 7/6/25. I tried submitting a ticket today (7/16/25) and never got a confirmation email even when it said it was successfully submitted on their website. My account is not accessible since it was closed. I usually don't get marketing emails from them so I am not sure if I ever subscribed to them.

I will share the requested information via email

Hello,

thank you for your message and email.

However you have provided only casino's responses to your emails. Could you kindly forward your self exclusion emails that you have sent to the casino?

My email address is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello,

thank you for your message.

Do I understand correctly this was the only message you sent to request a closure of your account?

Have you sent any message mentioning you are suffering from gambling problem?

Looking forward to your message,

Katarina

Dear nashaly50039,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru