The player from Germany had her account blocked after a big win. The player has confirmed receipt of the payment, so we closed this complaint as resolved.
ZetCasino - Player’s account was blocked.
Amount: €9,000
ZetCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello guru,
I signed up at ZetCasino.com
Registered, successfully verified, won 12,000 EUR of which I was able to withdraw 2400 EUR then my account was frozen and I can no longer log in I was sent an email that I did not pass the verification procedure despite sending all valid documents
I've been emailing support for 2 weeks but haven't gotten a response
The latest email from zetcasino finance department
Screenshot can be found in the attachment
I have proof that it's me such as ID, proof of address, bank statement and anything else you ask me and I'll send it to you
I feel totally betrayed by Zetcasino
Please help me
Kind regards
Alexandra P****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Alexandrap81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I may better understand the situation.
Could you please explain how long have you been playing in the casino? Could you advise which games you‘ve been playing in the casino (slots, live games, multiplayer)? Did you accumulate your win using bonus money or not?
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
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1 year ago
Translation
Hello guru,
I've been playing casino and sports betting occasionally for about 2 years. I've used the 100 percent deposit bonus and have met the wagering requirement several times. That was definitely not the reason and was also confirmed by the casino supporter via live chat
The winnings come from slots who wants to be a millionaire book of dead and later, after meeting the wagering requirements, the same slots who wants to be a millionaire book of dead and sports betting, the verification was successful after a few days, zetcasino wanted account statements, which I also sent what confirmed that it was me, but suddenly my account was frozen and I only received partial payment. I am missing the winnings from December 10th, 2022
Kind regards
Alexandra P
Automatic translation:
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1 year ago
Thanks for your reply, Alexandrap81.
Before we contact the casino, If there is any other relevant communication between you and the casino please forward it to my email tomas@casino.guru. Alternatively, post it here.
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1 year ago
Translation
Sent you an email with proof
Many thanks for your help
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1 year ago
Dear Alexandrap81,
According to the mail the casino sent you, you didn't pass the verification procedure.
Could you advise what payment method you used to deposit in the casino? Did the casino ask you to resubmit any document other than the proof of address? Did you take a new picture of the document you submitted as a proof of address document, or did you send the same picture as previously? Did all the personal details you entered into casino account profile match the documents you submited for verification?
Thanks in advance for your answer.
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1 year ago
Translation
Hello guru,
I deposited via online banking.
I sent the casino proof of address, bank statements from the last 6 months and ID card.
I took a new photo with the proof of address, which is easier to recognize, but no reply was received.
The data from the account profile and my data match.
It's 100% an excuse from the casino so I just can't get the money.
like I said I can send you anything that confirms it's me
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1 year ago
Thank you very much, Alexandrap81, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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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1 year ago
Translation
I have to thank
Thank you for your commitment
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1 year ago
Hi Alexandrap81,
I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.
I'd like to invite ZetCasino to join this conversation and participate in the investigation. Could you please explain in more detail why the player's account has been blocked? Have you received the new photo of the "proof of address" document taken by the player?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
Thank you for contacting the casino if you need any documentation let me know.
Kind regards
Alexandra P
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Translation
Hello Zetcasino,
What will happen to my 5-digit profit from December 10th, 2022, which I cannot pay out independently because my account is frozen.
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1 year ago
Dear all,
Thank you for reaching out.
We are glad to inform you that the excess balance of 8050 EUR has been paid out to the customer. Her account shall remain closed according to the following article from our Terms and Conditions:
3.11 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.
Best regards,
ZetCasino.com
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1 year ago
Dear Alexandrap81,
Could you please confirm that you have received the payment and that the matter is now resolved?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
Thank you very much for your commitment, I have received the payment, the matter is now closed, thank you from the bottom of my heart.
You can now close this case.
Kind regards
alexandra
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1 year ago
Dear Alexandrap81,
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,
Tomas
