The player from Germany has requested a self-exclusion without stating the reason why. The account remained accessible. After a closer examination, we ended up rejecting this complaint as unjustified.
ZetCasino - Player has requested a self-exclusion. Unfortunately, the account remained opened.
Amount: €300
ZetCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello ,
On 06/19/21 I sent an email to Zetcasino at support@zetcasino.com about immediate self-exclusion, I received an email (see attachment), I lost 300 € again and endangered my existence, if man hadn't had to react immediately and that Close account immediately? I would be happy to clarify this case with your support. The account is still active.
Many Thanks
Kind regards
David
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3 years ago
Dear David,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I can see that you have sent the email to the correct email address on the 19th of June. The very same day you received an email from the casino requesting the reason why you wish to self-exclude yourself. Have you provided this information, please?
I would recommend doing so as soon as possible. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello ,
Thank you very much for the info, if I write an email asking for immediate self-exclusion, it is important to go into it directly and to close the account, you could then still communicate afterwards about the reason if I now do what I will do again about self-exclusion please because of gambling addiction, my account will be blocked, but does not bring me the 300 € back, my request would be the 300 € back to my account so that I can debit it and the account will be closed immediately afterwards, I assumed that if you had a Email with immediate self-exclusion writes that this will also be implemented, now I know. Maybe there is a solution for both sides, thank you very much, mfg
Automatic translation:
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3 years ago
I agree up to a certain point with you David. However, I also comprehend why your account hasn’t been blocked immediately. Please understand casinos receive daily many emails requesting account closure and it is important to understand why a player wishes to unsubscribe from the casino’s services. Most of those requests are based on momentarily urge and the issue can be resolved if the reason behind it is known.
If you request a self-exclusion from the casino via email due to a gambling problem, please allow some time for the casino to process it. We always recommend players to send an email clearly marked "Self-exclusion", to be specific about the reasons why they wish to terminate their account and specify for how long. In this way, you always have proof of your action and if anything happens you can confront the casino. Alternatively, you can contact the live chat and follow their instructions. Nevertheless, please record the conversation.
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3 years ago
Translation
OK thank you. What's next? Is there any opinion from the casino?
Mfg David
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3 years ago
Have you provided the reason why you wish to self-exclude yourself from the casino, please?
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3 years ago
Translation
So I should write an email again why I want to close? But then I sit on the 300 € and they close my account, right? Mfg david
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3 years ago
Dear David,
Please understand that your self-exclusion is not valid until it's confirmed by the casino. It means that based on your description of events, I'm afraid, you are not entitled to a refund. If you have deposited funds into your account before the self-exclusion was activated, lost funds won't be reinstated.
Do I understand correctly that your deposited funds have been played and lost?
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3 years ago
Translation
Hello,
Zetcasino has now closed my account, the € 300 deposit / loss did not arise after the first e-mail due to self-exclusion. Kind regards
David
Automatic translation:
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3 years ago
Dear David,
If I understood correctly your account is closed now. However, as I mentioned earlier, your self-exclusion hasn't been confirmed and applied by the casino previously due to a missing reason in your first request hence, you won't be entitled to any refund of your lost funds.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.
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3 years ago
Translation
Hello, thank you, my account is closed, you can close the complaint. Mfg david
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3 years ago
Even if the account has been blocked successfully, for the abovementioned reasons, we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
