ZetCasino - Player’s account is inaccessible.

Hallo. Seit Wochen kann ich 3oaks slots nicht mehr spielen. Es heißt immer, ich soll mich bei Kunden Service melden. Habe das auch schon mehrmals getan.

Dear oksanajersova,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise what did happen after you contacted customer service? What was the casino's explanation and what did they recommend you do?

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,

Tomas

Es wurde mir empfohlen cache und coocies zu löschen, anderes Gerät oder anderen Browser zu nutzen. Hab alles ausprobiert. Funktioniert trotzdem nicht

Did the casino confirm to you this is an issue specific to your account? Could you please explain if the 8,30€ is your current casino balance?

Die haben mir nicht erklärt. Ich soll nur andere Anbieter spielen. Und mein aktueller kontostand bei zetcasino ist nur 0.07 Euro. Wohr haben sie 8.30euro?

Es kann natürlich sein, dass es noch Guthaben von dem Spiel ist was ich nicht spielen kann

Haben Sie Neuigkeiten für mich?

Dear oksanajersova,

Would you be able to share the communication between you and the casino regarding the issue? Please send it to tomas@casino.guru. Alternatively, post it here.

Ich habe leider kein Chat Verlauf mehr.

Thank you very much, oksanajersova, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 oksanajersova,

I am so sorry to hear you are unable to play 3oaks games. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a ZetCasino representative to join this conversation and participate in the resolution of this complaint.

Dear ZetCasino,

Could you please state why the player cannot play 3oaks games, and what could be the solution for this issue?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hallo. Komisch, aber die Spiele funktionieren wieder. Aber bringen kein Gewinn. Habe mehrmals eingezahlt und kaum haben slots was geschmissen

Good day,

Thank you for reaching out. 

As we see the customer is continuing to play the games by 3Oaks provider. Please note that we do not affect any winnings. Our casino offers licensed games from many top online gaming providers. You can see the names of the providers we work with under Casino on our website.

Individual players should understand that because winnings are awarded randomly, they can expect a return in the range between zero and the maximum price level for each individual game.

Please feel free to contact us if you have any questions.

Sincerely,

ZetCasino

Dear oksanajersova,

I can see that you have managed to open and play the 3oaks games. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I can suggest you read our article regarding payout ratio and variance: https://casino.guru/learn-about-games-of-chance-rtp-variance.

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,

Stefan