The player from Germany had experienced an unexpected account freeze while in the process of converting a 100% wager bonus, with 53% still needing to be converted. Despite having reached out to customer support, he had received no further communication. We had asked the player additional questions to better understand his situation and had extended the complaint response time by 7 days. Eventually, the player's issue had been successfully resolved, and we had marked the complaint as 'resolved' in our system.
ZetCasino - Player's account unexpectedly frozen during bonus conversion.
Amount: €3,000
ZetCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
ZetCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Hello dear CasinoGuru team. Brief summary: I was in the midst of converting a 100 percent wager bonus when someone logged into my account. Consequently, I logged back into my account and sought the live support for assistance. Shortly after that, the employee froze my account. When I questioned why she did it, she only reassured me not to worry and to wait. Since then, I have not received any message to my email. It was a wager amount of 3000 euros in which I was involved, meaning 47 percent had been converted and the remaining 53 percent still needed to be converted. I am desperate as I always deposit with them and always pay using the same payment method - online banking. I am a trustworthy person. I hope you can help me.
Automatic translation:
Public
Public
10 months ago
Hello Alponeco,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZetCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Does anybody else have access to your account or device you play from? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Dear Alponeco,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
10 months ago
Dear Alponeco,
I'm glad to hear that your issue has been resolved successfully. 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,
Casino.Guru
