The player played with a bonus and his money suddenly disappeared from his balance. This complaint was successfully resolved.
ZetCasino - Player is experiencing a problem with a game.
Amount: €74
ZetCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi guys, I had registered with the Zetcasino and made a deposit of € 20. I also activated the welcome bonus. When this credit was used up, I canceled each active bonus and made another payment of € 25, I opened Book of dead and played on different bets, now I played up to € 67 and wagered on € 1 (10 Lines 10 cents per line) Receive free spins. I won around € 42 and then had a total balance of € 117.50. After the free spins were over, I made another spin on my balance and suddenly my balance jumped from € 117.50 to € 65.50 I contacted the live chat and described my problem. Unfortunately, they could not help me, since nothing was recorded in my game history. Now I had the same problem again 1 hour later, twice within 5 minutes. Once it was € 12 in free spins and once it was € 20 with 5 identical symbols. I contacted the live chat again and there I was told to write an email to support with all the details. I've been playing for about 10 years, but I've never seen anything like it. Even if it was not a big sum now, it scratches my trust very much. Oddly enough, this problem only occurred in Book of dead. I am now waiting for a response from the support, but will not deposit a single euro there.
Automatic translation:
Public
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4 years ago
Dear Jam,
Thank you for submitting your complaint. I am very sorry you’ve come across this strange problem. I would like to inform you that this is probably not the casino’s fault, as the game providers are responsible for running the games, not the casinos. Because of this, I am not sure if I will be able to help you.
If you already contacted the casino regarding this issue, I would suggest you wait for their response before I personally contact the casino. Would you be so kind and let me know when the casino gives you any statement?
Thank you in advance for a reply.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hi Kristina, the support informed me that you have lodged a complaint with the game provider and are now waiting for an answer from them.
I will contact you again if something has changed there.
lg
JAM
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Public
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4 years ago
Hi JAM,
thank you so much for a reply. I hope this case will be successfully resolved.
Public
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4 years ago
Translation
Hello again, unfortunately nothing new so far. I reread this post and discovered that it is assumed that I used a bonus. However, this was not the case. I deactivated every bonus and then paid in. The lost credit was lost in the book of dead right after the freegames, otherwise I would at least have an explanation if I had a bonus running.
lg
Edited
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Public
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4 years ago
Translation
Hello again, today I received a confirmation that my money of € 48.50 was credited to my account.
I think that it was more, but I can not understand it exactly, because there is nothing to see in the game history. The Casini wrote to me and credited the credit, so I take my complaint back!
Lg Jam
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