ZetCasino - Player’s account was closed and winnings confiscated.

I created an account today, deposited 1200 CAD, and won 3150 CAD.

2 or 3 hours later, I logged in again and found that my account was being closed.

Customer Service from Zet Casino informed me that my account is closed based on the administrative decision and my winning amount of 1950 CAD is deducted.

I believe that Zet Casino does not want to pay so they close my account.

Dear Yester1119,

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 can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino clarify which rule(s) was breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thanks for your reply.

I only play live casino game -- baccarat.

I never used any bonus.

The customer service from zet casino didn't provide me with any information about the account closure and winning amount deduction, but asked me to email for more details. I did email them but didn't get replied yet.

Best regards,

Yester1119

Thank you very much for your reply, Yester1119. 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.

Hello Kristina,

I have emailed all the relevant communication between Zet Casino and me to your email address.

Besides, I want to inform you that I might have received part of my original deposit (1174.24 CAD) from the suspicious company named "Codingelites Budapest Hun", which I mentioned several times in the chat with the customer service of Zet Casino. "Codingelites Budapest Hun" charged me 1229.37 CAD for the original deposit.

Thanks for your time and help.

Best regards,

Yester1119

Thank you very much, Yester1119, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello Yester1119,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite ZetCasino to join the conversation.

Dear ZetCasino,

While I understand that each casino reserves the right to terminate a player's account at their discretion; however, it is imperative that all financial responsibilities are settled prior to such action. If the closure of the player's account is a result of a potential violation of your regulations, I would appreciate further clarification on this matter. If the information including any supporting evidence cannot be shared publicly, please forward it to me at michal.k@casino.guru

Dear All,

Thank you for reaching out to us.

Dear Yester1119,

The relevant department has reviewed your case once more and we have decided to request documents for verification of your account. We kindly ask you to provide us with the following documents:

- Photo of your ID card/passport

- Selfie with you holding your ID card/passport

- Photo of the card that you've used to top up your gaming account (with the **1732 ending)

Please send these to support@zetcasino.com.

In case verification of your account is successful, we'll proceed to pay out your winning amount, in accordance with our terms and your account withdrawal limits.

Kind regards,

ZetCasino team

Dear Michal and Zet Casino representative,

I appreciate your attention to resolving this matter promptly.

I have provided the relevant information to support@zetcasino.com for verification.

Since I recently replaced my credit card, I attached the July 2024 credit card statement with the required information as proof of the credit card account ownership.

I have also included my bank information as I would like to receive the withdrawal via bank transfer.

I understand that misunderstandings may occur, and I hope everything goes well.

Thanks again for your time and help.

Best regards,

Yester1119

Dear Michal,

I am writing to update you on the progress of my KYC verification at Zet Casino.

Unfortunately, it was not as smooth as I expected since I was importuned to provide with more information than I had provided with other casinos before.

I am pessimistic about this and I believe this will become a tug-of-war that will cost us a great deal of time. Therefore, I kindly request you not to close or mark the case as resolved, and consider stepping in in due case.

The following would be the timeline for my KYC verification process.

August 13, 02:15 AM (PT) Zet Casino customer service requested for the documents of:

1. ID + Selfie

2. CC 519123******1732

August 13, 06:59 AM (PT) I provided them with my passport and a selfie with my passport and informed them I had replaced my credit card and provided my recent credit card statement as an alternative.

August 14, 03:19 AM (PT) Zet Casino customer service requested for the documents of:

1. a photo of my Canadian ID/Driving license or Residence Permit of Canada

2. a termination letter from my credit card issuing bank

(Since my credit card statement doesn't contain information about the card expiry date.)

August 14, 08:02 PM (PT) I provided them with my driver's license and a selfie with my driver's license.

Besides, I informed them I had talked to the credit card center, visited the branch personally, and booked an appointment with my issuing bank's representative for discussion, they all responded that they were unable to provide me with the termination letter or related information as the account has already replaced by the new card. They can only provide the credit card statement I sent Zet Casino in the previous email.

However, I found a photo of the credit card requested in the first email and sent it to them.

August 15, 00:32 AM (PT) Zet Casino customer service replied that they forwarded the details to the relevant department to investigate further. 

August 16, 02:31 AM (PT) Zet Casino customer service requested for the documents of the back side of the credit card.

August 16, 03:00 AM (PT) I replied the photo of the credit card was the only one I could find, so I could not provide them with a photo of the back.

I hope everything will go well soon. I will update you soon if there are any developments.

Thanks for your time and help.

Best regards,

Yester1119

Dear Michal,

I am writing to update you on the progress of my KYC verification at Zet Casino.

I just received an email from Zet Casino saying they will get to processing my winning amount.

Thanks for your time and help.

Best regards,

Yester1119

Dear Yester1119,

Thank you for the update. I'm glad the issue with your old bank card has been clarified. I have my fingers crossed that your winnings will be processed smoothly from here on out. Please keep me informed once you have received them.

Dear Michal,

I am writing to update you on the progress of my withdrawal.

The issue was resolved and I have received the money.

Thanks for your time and help.

Best regards,

Yester1119

Great news, Yester1119. I'm glad to hear that you successfully received the money.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru