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Hello, I am contacting you because I am requesting a refund of $1500 from Zolobet Casino.

On 10/09/2024 in the evening, I set limits on my account.

Specifically, I set the following limits:

10€ deposit limit per day

10€ deposit limit per month

10€ loss limit per day

10€ loss limit per month

I set these limits consciously to reduce my gambling behavior.

The next day, Thursday, October 10, 2024,

early in the morning, I was able to delete my limits and make deposits beyond my set limit.

According to the casino's statement, changing the limits should only be possible after 24 hours.

On Thursday, 10/10/2024, I made deposits totaling $1500, despite the fact that I should not have been able to change my limit at that time.

After that, I contacted the casino support and provided screenshots and videos proving that it was possible to change the limits before the 24-hour waiting period expired.

On 10/09/2024, I took screenshots of my limits, which I shared with the casino.

The casino kept telling me that they were working on the issue and solving it.

Eventually, I was simply told that I would not receive a refund because they claimed I supposedly never set limits on October 9.

However, I have evidence that I did set limits, as well as videos showing I was able to delete limits and make deposits beyond the set limits.

Please help me in obtaining a refund of approximately $1500.

Hallo, ich melde mich bei Ihnen, da ich eine Rückerstattung von 1500 $ vom Zolobet Casino fordere.

Ich habe am 9.10.2024 gegen Abends Limits in meinem Account eingestellt.

Und zwar habe ich folgende Limits eingestellt:

10€ Einzahlungslimit/Tag

10€ Einzahlungslimit/Monat

10€ Verlustlimit/Tag

10€ Verlustlimit/Monat

Ich habe diese Limits bewusst eingestellt, um mein Spielverhalten zu reduzieren.

Am nächsten Tag, Donnerstag, den 10. Oktober 2024

konnte ich früh morgens meine Limits löschen und direkt Einzahlungen über meinem eingestellten Limit hinaus tätigen.

Laut Aussage des Casinos ist eine Änderung der Limits erst nach 24 Stunden möglich.

Ich habe am Donnerstag, den 10.10.2024 Einzahlungen in Höhe von 1500$ getätigt, obwohl ich zu dieser Zeit mein Limit noch nicht hätte ändern dürfen.

Danach habe ich den Support des Casinos kontaktiert, habe Screenshots und auch Videos bereitgestellt, die nachweisen, dass es vor Ablauf der 24 Stunden Frist möglich war, Limits zu ändern.

Ich habe am 9.10.2024 Screenshots von meinen Limits gemacht, welche ich auf dem Casino mitgeteilt habe.

Das Casino sagte mir ständig, man arbeite an dem Problem und löst es.

Letztendlich wurde mir einfach gesagt, dass ich keine Rückerstattung erhalte, da ich angeblich nie Limits am 9. Oktober eingestellt habe.

Ich habe jedoch sowohl Beweise davon, dass ich Limits eingestellt habe, als auch Videos getätigt, in der Lage war, Limits zu löschen und Einzahlungen zu tätigen, die über dem eingestellten Limit hinaus waren.

Bitte helfen Sie mir, eine Rückerstattung in Höhe von ungefähr 1500 $ zu erhalten.

Dear xSerious169,

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. 

Where did you find the information that changing the limits is only possible after 24 hours?

Could you please provide any evidence that you set the limits?

Could you please share your communication with the casino regarding the limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello, I have sent you an email with proof of a short explanation regarding the limit setting.

In a separate email I forwarded the complete correspondence between me and the casino

Hallo, ich habe dir eine E-Mail gesendet mit einem Beweis einer kurzen Erklärung, bezüglich der Limitsetzung.

In einer separaten E-Mail habe ich den kompletten Schriftverkehr zwischen mir und dem Casino weitergeleitet

Dear xSerious169, I received only your email regarding the communication with the casino.

Please share the supporting evidence and the source of the information regarding the 24-hour limit change requirement.

Hello, I found the 24-hour limit change in the casino's terms and conditions and support confirmed it to me again via email.

I found the original information when I googled the operator of the site, Datu 365 Group Ltd., and the license No. ALSI-102404010-FB and their requirements for responsible gaming, which are imposed on the casinos.

Hallo, das mit der 24h Limitänderung habe ich in den Bedingungen des Casinos gefunden und das wurde mir vom Support nochmal via Email bestätigt.

die ursprünglichen Informationen hatte ich gefunden, als ich den Betreiber der Seite Datu 365 Group Ltd. Und die Lizenz No. ALSI-102404010-FB gegoogelt haben und deren Anforderungen an das verantwortliche spielen, was den Casinos auferlegt wird.

Dear xSerious169, please share the mentioned evidence, screenshots, and videos you provided to the casino. My email address is dominika.l@casino.guru.

Hello, I have already sent all relevant evidence and communication with the casino by email.

Hallo, ich habe doch schon alle relevanten Beweise und die Kommunikation mit dem Casino per E-Mail geschickt.

Dear xSerious169, I only received the communication with the casino. Please share all available evidence, including the mentioned screenshots and videos.

Hello Dominika,

I have sent you another email.

In the email you will find the following evidence:

-The casino's statement regarding the limit change (only after 24 hours)

-A video of me proving to you that I set the limits on October 9, 2024 in the evening including a time stamp

-A video showing how I had a limit active, how I was able to delete the limit and make deposits directly above the limit

Can you let me know if you received it?

Hallo Dominika,

Ich habe dir eine erneute email gesendet.

In der email findest du folgende Nachweise:

-Die Aussage vom Casino bezüglich der Limitänderung (erst nach 24h)

-Ein Video, wie ich ihnen nachweise, dass ich am 09.10.2024 die Limits abends gesetzt habe inkl Zeitstempel

-Ein Video, was zeigt, wie ein Limit von mir aktiv war, ich das Limit löschen und direkt über dem Limit hinaus Einzahlungen tätigen konnte

kanns du mir kurz Bescheid geben, ob du es erhalten hast?

Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 xSerious169,

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.

Since ZoloBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

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.

Dear xSerious169,

Thank you for bringing this matter to our attention. We sincerely apologize for the delayed response and any inconvenience caused.

Please be assured that we are currently investigating your case and working to resolve it as quickly as possible. We understand your concerns and are committed to providing a fair and transparent solution.

We will update you with our findings and the next steps as soon as possible. Your patience and understanding are greatly appreciated.

Best regards,

Zolobet Casino Team

Dear ZoloBet Casino,

Nearly a week has passed since our last communication, so I wanted to follow up to check if there are any updates regarding your investigation.

Are you able to provide any details at this time?

Thank you for your attention to this matter.

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.

Dear xSerious169,

I wanted to inform you that the casino representative has contacted me directly and requested additional time to provide an update on their investigation. They assured me that they will share their findings by tomorrow.

As a result, I am extending the timer until then.

Thank you for your understanding and patience in this matter.

Hello,

the casino replied to me that they will not issue a refund because the limits supposedly work.

But that is total nonsense, which I have also proven.

I wrote to the casino:

I made deposits on 9th of October 2024 afternoon.

I set limits afterwards on 9th of October 2024 for deposit.

I was able to deposit on 10th of October 2024 more then the limit I set.

This has been proven by myself.

So I should have not been able according to your limit terms to deposit more than the 10€.

These are all facts and it makes absolutely no sense if you tell me 'all worked correctly'.

I have sent evidence for all of these facts.

Please help me!!!!

The casino is absolutely wrong here! I can prove everything!

Hallo,

das Casino hat mir geantwortet, dass es keine Rückerstattung durchführen wird, da die Limits angeblich funktionieren.

das ist jedoch totaler blödsinn, was ich auch bewiesen haben.

Ich habe den Casino geschrieben:

I made deposits on 9th of October 2024 afternoon.

I set limits afterwards on 9th of October 2024 for deposit.

I was able to deposit on 10th of October 2024 more then the limit I set.

This has been proven by myself.

So I should have not been able according your limit terms to deposit more then the 10€.

These are all facts and it makes absolutely no sense if you tell me ‚all worked correctly‘.

I have sent proofs for all of this facts.

Bitte helfen Sie mir!!!!

Das Casino hat hier absolut unrecht! Ich kann alles beweisen!

Please help me!

The casino is absolutely wrong here and I have proof of everything!

Bitte helfen Sie mir!

Das Casino hat hier absolut unrecht und ich habe für alles Beweise!

Dear xSerious169,

Unfortunately, the casino representative has failed to provide an update despite their assurances. Without their cooperation, there is little that can be done to achieve further resolution at this time.

As a result, I must mark the complaint as "unresolved" in our system. I understand this is not a satisfactory outcome for you, and I sincerely regret the inconvenience this situation has caused. However, the unresolved status will contribute to a decrease in the casino's rating, which may prompt them to reconsider their approach in the future.

If the casino decides to respond or provide the necessary information, we will promptly reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo

Dear Everyone,

We’ve reopened this complaint at the request of ZoloBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi xSerious169,

Thank you for reaching out to us and sharing your concerns. We truly value your feedback and take responsible gaming very seriously at ZoloBet. We appreciate your patience as our team carefully reviewed your account and the functionality of our self-limitation features.

Here’s what we found during our investigation:

Self-limitation activation: Your self-limitation was set on 11/10/2024 at 15:23:04.

Last deposit prior to limitation: The last deposit on your account was recorded on 10/10/2024 at 15:42, before the self-limitation was activated.

To ensure a safe and responsible gaming experience, our system enforces a mandatory 24-hour waiting period after any changes to self-limitation settings. During this time, users cannot modify or remove their limitations, giving them time to reflect before making adjustments. This feature is designed with your well-being in mind and is a part of our commitment to responsible gaming.

Based on this review, we can confirm that the system applied the self-limitation settings as intended, and it's not possible to exceed limits once they’re activated. However, if there’s any additional information or documentation you’d like us to review, we’d be happy to take another look. Your satisfaction and trust are very important to us, and we want to make sure all your concerns are fully addressed.

Thank you for being a part of ZoloBet! If you need any further assistance or have more questions, feel free to get in touch. We’re here to help. 😊

Best regards,

John

ZoloBet Support Team

Hello,

That's total nonsense and I have contacted you so many times by email, provided evidence and already proven that your limit settings did NOT work!

I made a deposit on October 8, 2024 at 5:18 PM.

With this deposit I requested a withdrawal on October 9, 2024 and received it from you.

As a result, on October 9, 2024, in the evening, I set the following limits:

10€ deposit limit/day

10€ deposit limit/month

10€ loss limit/day

10€ loss limit/month

I took screenshots of the limits right after I set them.

Both about which limits I had set and about the message 'Settings successfully updated'.

I set the limits on October 9, 2024 at 6:08 p.m.

However, on October 10, 2024, I was able to make deposits at 8:35 a.m., which was exactly 14 hours later. So well before the 24-hour deadline!

I then contacted them with all the evidence and documents.

I also had to send your support additional videos as a screen recording and from my laptop, on which I was able to delete limits straight away!

So even after my deposits I sent you proof that I can delete limits immediately!

They already have all this evidence!!!

After I brought this to your attention, you told me clearly that your IT department was taking care of this ERROR! After that, the limit overview looked different on every video or screenshot.

So there have definitely been changes on their part!

My guess is: The recording of the limits didn't work for them either. As soon as you delete a limit before the 24-hour waiting period, it also disappears from the recordings.

This means that any changes to the limits are not tracked or recorded.

Please, I sent you so many screenshots and videos as proof. How can you still claim that everything worked on your part?!?

Setting limits was a disaster at their casino. Nothing worked and I kept providing new tests and evidence because their team wanted to solve the problem.

After a few weeks it worked.

But to tell me here that there is no error, even though I have proof and this proof also has timestamps and you can see from my transaction history when I made deposits, is an impertinence!

I hope Casino Guru can help me here.

Hallo,

das ist doch totaler Quatsch und ich habe euch so oft per email kontaktiert, Beweise vorgelegt und auch schon längst bewiesen, dass ihre Limiteinstellungen NICHT funktioniert haben!

Ich habe am 08.10.2024 um 17:18 Uhr eine Einzahlung getätigt.

Mit dieser Einzahlung habe ich am 09.10.2024 eine Auszahlung angefordert und diese von Ihnen erhalten.

Daraufhin habe ich am 09.10.2024 gegen abends folgende Limits gesetzt:

10€ Einzahlungslimit/Tag

10€ Einzahlungslimit/Monat

10€ Verlustlimit/Tag

10€ Verlustlimit/Monat

Ich habe direkt nachdem ich die Limits eingestellt habe Screenshots von den Limits gemacht.

Sowohl darüber, welche Limits ich eingestellt habe, als auch davon, dass die Meldung kam ‚Settings successfully updated‘.

Und zwar habe ich die Limits am 09.10.2024 um 18:08 Uhr eingestellt.

Am 10.10.2024 konnte ich dann jedoch um 8:35 Uhr Einzahlungen tätigen, was genau 14h später war. Also noch weit vor der 24h Frist!

Daraufhin habe ich sie kontaktiert mit allen beweisen und Unterlagen.

Ich musste Ihrem Support auch weitere Videos als Bildschirmaufnahme und von meinem Laptop senden, auf denen ich Limits direkt wieder löschen konnte!

Also auch nach meinen Einzahlungen habe ich Ihnen noch Beweise geschickt, dass ich Limits direkt wieder löschen kann!

Diese Beweise liegen ihnen alle bereits vor!!!

Nachdem ich Sie darauf aufmerksam gemacht habe, sagten Sie mir auch klar und deutlich, dass Ihre IT Abteilung sich um diesen FEHLER kümmert! Danach sah auch auf jedem Video oder jedem Screenshot die Limitübersicht anders aus.

Es wurden hier also definitiv Änderungen ihrerseits vorgenommen!

Meine Vermutung ist: Die Aufzeichnung der Limits hat bei ihnen auch nicht funktioniert. sobald man ein Limit früher als die 24h Wartezeit löscht, verschwindet es auch aus den Aufzeichnungen.

Somit wird ein Ändern der Limits nicht getrackt bzw aufgezeichnet.

Ich bitte Sie, ich habe Ihnen so viele Screenshot und Videos als Beweise geschickt. wie kann man da noch immer behaupten, dass von Ihrer Seite aus angeblich alles funktionierte?!?

Das einstellen der Limits war bei ihrem Casino ein Desaster. Nichts hat funktioniert und ich habe immer wieder neue Tests und Beweise bereitgestellt, weil ihr Team das Problem lösen wollte.

Nach ein paar Wochen ging es dann auch.

Aber mir hier zu sagen, dass kein Fehler vorliegt, obwohl ich Beweise habe und diese Beweise auch Zeitstempel haben und man anhand meiner Transaktionshistorie sehen kann wann ich Einzahlungen getätigt habe, ist eine Frechheit!

Ich hoffe, dass mir Casino Guru hier helfen kann.

Dear xSerious169,

I received the supporting evidence from the casino which shows that your claims were almost completely false. Unfortunately, I have no other options but to reject this complaint as unjustified.

It has been proven that you didn't apply the deposit limits on October 8, 2024 as you stated but on October 11, 2024. Your last deposit in that period has been made on October 10, 2024 - the day before the limits have been applied. After this period a few unsuccesful deposit attempts were recorded in October, November and January 2025. Once you have cancelled your deposit limits you were able to deposit 260 EUR in total on January 28 and requested the casino to close your account which has been done according to my information. Due to the aforementioned reasons the casino has done nothing wrong and the limits were applied and were in power appropriately. Therefore you are not eligible for any refund from the casino.

For future reference I strongly recommend not try to deceive the casino or us in order to get unjustified refunds for the money lost in the casino.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!