The player from Germany had won over 14,000 euros at Zetcasino using bonus credits but faced a deduction from his account, which he claimed was due to a cancellation of the deposit that he disputed. After contacting support, he learned about a newly highlighted term that limited bonus winnings, which he argued had not been stated before. At that point, his account was frozen, and he had not received any further communication from the support team. The issue was resolved when the complaint was rejected because the player did not respond to the Complaints Team's inquiries, which prevented further investigation.
ZetCasino - Player's account is closed after winning with bonuses.
Amount: €14,122
ZetCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello everyone,
I won over 14,000 euros at a casino run by Rabidi N.V., specifically at Zetcasino.
As usual, after making a deposit, I played a bonus game (Bonus Grab) and won 30 euros in bonus credits.
Bonus Grab is a game where you can catch a bonus live in a grab machine. You get a new chance every day with each deposit.
I've won several thousand euros with such bonuses because every time I make a deposit, I try to catch one of these bonuses.
Every win from these bonuses has always been paid out to me. I’ve always met the bonus wagering requirements, wagering the amount at least 50 times, and everything has always been satisfactory.
On Sunday, I won over 14,000 euros with 30 euros in bonus credits. I met the bonus conditions, and the money was transferred to my real money account. It was also withdrawable, but only 500 euros per day.
I requested a 500 euro withdrawal and planned to request another 500 euros the next day. The following day, I saw that 14,122.50 euros had been deducted from my account.
I contacted support and was told that the money was deducted because I supposedly canceled a deposit of this amount, which simply isn't true.
I then started a new Live Chat and asked another employee. Suddenly, I was told that the maximum winnings allowed from the bonus is five times the bonus amount. So, with 30 euros, the maximum would be 150 euros.
I was told to check the terms and conditions. Indeed, this statement was suddenly in the terms and conditions.
But I know this can’t be true, as I’ve won amounts over 1,000 euros with the 30-euro bonus multiple times before, and those were paid out. I have read the terms and conditions multiple times before, and this point was definitely not there previously.
When I tried to log in again, my account was frozen or closed. I no longer receive any communication from the support team, neither via email nor live chat.
Does anyone know what I can do? I’ve been playing at this casino for five years and never had any issues. As I said, even when I won a lot of money with a bonus, it was paid out. Now that I've won a very large amount, the casino is refusing and claiming I violated the terms and conditions.
What can be done?
Automatic translation:
Public
Public
3 months ago
Dear Snippah,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Terms and Conditions for Bonus Crab, and this is what I found:
The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 60 BRL / 15 CAD / 11 CHF / 8,500 CLP / 250 CZK / 3000 HUF / 162,500 IDR / 800 INR / 1,300 JPY / 4,750 NGN / 20 NZD / 50 PEN / 15 SGD / 350 TRY / 10 USD / 160 ZAR / 45 MYR / 560 PHP / 13,500 KRW / 380 THB bonus will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 300 BRL / 75 CAD / 55 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 812,500 IDR / 4,000 INR / 6,500 JPY / 23,750 NGN / 100 NZD / 250 PEN / 75 SGD / 1,750 TRY / 50 USD / 800 ZAR / 225 MYR / 2,800 PHP / 67,500 KRW / 1,900 THB.
I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Did you receive any message from the casino customer support after your account was closed?
What was the balance in your account when the casino closed it?
When was the last time you communicated with customer support and what was it about?
Best regards
Veronika
