The player from Germany had been blocked due to unsuccessful verification. The casino then stated that the player had registered multiple accounts. The player explained that the second account belonged to his ex-girlfriend and that she lived in the same building as him. The casino responded and stated that they were conducting a further investigation and would inform us of the outcome. Upon concluding their investigation, the casino stated that the player's winnings would be paid to them but their account must remain closed. The player received his payment and the matter was resolved.
ZetCasino - Player's account has been blocked.
Amount: €10,000
ZetCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hello dear Casinoguru team,
i won a total of 10,000 euros at zet casino with no bonus and currently 3,000 euros in processing payout. Verification documents were submitted and after waiting 2 weeks my account was frozen saying my account failed verification. However, I have already made a deposit using the specified payout account, which always worked without any problems. The verification documents also show that it is my bank account. I changed my bank account a long time ago and I only have one bank account.
Thank you Oliver
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2 years ago
Dear Oliver90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
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Hello Kristina,
I was asked to take a screenshot of my bank to prove it. I sent this form to Zet Casino with everything required visible such as account holder, IBAN, BIC, bank code. The result was that the verification was not accepted. I also just wrote to the chat again to ask about the reason for the non-recognition. I was then made aware of Point 3.2 of the General Terms and Conditions, where I am assumed to have a duplicate account. But I only have this one account. The only way I could explain it is that my ex-girlfriend still has an account there, but she doesn't live with me at all, only when she visited me, she signed up with her account at Zet Casino via my WiFi. Warm greetings
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2 years ago
Thank you very much for your reply, Oliver90. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Hello Kristina,
I have sent the chat history as well as the email I received from Zet Casino to their email address.
Greetings Oliver90
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2 years ago
Oliver90, I hope I understand correctly that the casino has accused you of opening multiple accounts. Is there any chance that you created an account in the past and forgot about it? Or that someone else from your household or using the same IP address has also created an account at this casino?
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2 years ago
Translation
Hello Kristina,
Yes the casino accuses me of a duplicate account according to their terms and conditions they sent me.
I myself do NOT have a second player account, not even in the past. Only my ex-girlfriend has a player account at Zet Casino, we see each other often because we have children together, but we don't live together. I even asked my ex girlfriend to delete her player account at Zet Casino because she hasn't used it for a long time. She then had her account deleted there. But my player account has nothing to do with your player account, we don't live together, we have separate player accounts, bank accounts, e-mail addresses, etc.
Greetings Oliver90
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2 years ago
Thank you very much, Oliver90, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.
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2 years ago
Translation
Thanks for the effort Kristina.
Ok, I know and I'm waiting for a message from Adam.
Best wishes and a Merry Christmas to you. 🙂
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2 years ago
Hello Oliver90,
I have reviewed your case and will contact the casino to see if I can help.
In the meantime, can you clarify if your ex-girlfriend has logged into her casino account using your wifi connection only when registering, or could she also have logged into it via your connection on further occasions?
We would like to invite Zet Casino to join the conversation and participate in the resolution of this complaint.
Dear Zet Casino,
Can you please provide further information regarding the player's apparent use of a duplicate account?
Kind regards,
Adam
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2 years ago
Translation
Hi Adam, thank you for continuing to work on my case.
I will contact my ex girlfriend and will let you know as soon as I know more.
You mean contact Zet Casino? Because they wrote (Ultra Casino).
Greetings Oliver90
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2 years ago
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Now it is spelled correctly.
So I contacted my ex girlfriend and her statement was that she was connected to the WiFi from time to time. She lives in the same apartment complex (block apartments) so we have separate apartments in the same house entrance because we have children together.
Greetings Oliver90
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2 years ago
Hello Oliver,
Yes, I did indeed mean Zet, they have been contacted and the post was updated. Thank you for checking the information, we will await their response.
Kind regards,
Adam
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2 years ago
Hello Oliver90,
It appears there is some technical issue, please ignore any duplicate messages.
Kind regards,
Adam
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2 years ago
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Okay, I know Adam. Thank you for the information.
Okay now we are waiting for the answer of Zet Casino.
Greetings Oliver90
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2 years ago
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So I contacted my ex girlfriend and her statement was that she was connected to the WiFi from time to time. She lives in the same apartment complex (block apartments) so we have separate apartments in the same house entrance because we have children together.
Greetings Oliver90
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2 years ago
Thank you for the additional information Oliver90.
I have since made contact with the casino via Skype and I am waiting for further information, I will post an update here when I know more.
Kind regards,
Adam
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2 years ago
Translation
Ok thanks for the information Adam 🙂
Kind regards
Oliver90
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2 years ago
Dear Zet Casino,
Can you please provide supporting evidence of the player's use of multiple accounts? Please elaborate on how the accounts are connected, and if any of them have been verified and used bonuses.
Any relevant information can be posted here or sent directly to me by e-mail, adam.m@casino.guru.
Kind regards,
Adam
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2 years ago
Dear Adam,
Thank you for reaching out.
We would like to inform you that we forwarded to evidence to adam.m@casino.guru.
Best regards,
ZetCasino.com
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2 years ago
Thank you ZetCasino, for the evidence you have provided. please see my response via e-mail.
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2 years ago
Dear Adam,
Thank you for your message.
We would like to inform that the answers to your questions were provided.
Best regards,
ZetCasino.com
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2 years ago
Dear Oliver90,
This case is still being discussed via e-mail, so I will extend the timer accordingly.
Kind regards,
Adam
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2 years ago
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Hello dear Adam,
All right, I know, thanks for the information.
Warm greetings
Oliver90
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2 years ago
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If you still need documents for verification ect. then let me know.
Warm greetings
Oliver90
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1 year ago
Dear all,
Thank you for contacting us.
We would like to inform you that an internal investigation is currently taking place. You will be be informed here as soon as there are updates. Thank you for your patience.
Best regards,
ZetCasino.com
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1 year ago
Hello ZetCasino,
Thank you for the update, we will await further information.
Kind regards,
Adam
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1 year ago
Dear all,
Thank you for your patience.
As result of the investigation, we would like to inform you that the winnings in question have been paid to the the customer and he should have them on his account shortly. The casino account shall remain closed.
Should you have any other questions, feel free to contact us.
Best regards,
ZetCasino.com
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1 year ago
Translation
Hello dear Adam/ dear zet casino
I would like to inform you that the payment of €10,000 has just been credited to my account. I would like to thank you very very much dear Adam for all the effort 😊, apparently there is still justice in this world 🙏.
I wish you all a happy new year 2023 best regards Oliver90 😊
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1 year ago
Thank you for your response and for your assistance, Zet Casino.
Dear Oliver90,
I'm glad to hear that your issue has been resolved successfully and you have received your payment. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
