The player from Greece had reported that the casino arbitrarily cancelled her bets and returned her money, and her withdrawals were debited from her account. She had registered her account a week prior and hadn't been asked for any account verification. She had been involved in sports betting and casino games without a bonus. The Complaints Team was unable to proceed with the investigation due to the lack of response from the player to their follow-up questions. Hence, the complaint was rejected.
ZetCasino - Player’s bets cancelled arbitrarily.
Amount: €1,459
ZetCasino
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
They arbitrarily cancelled my bets and returned my money under false pretenses and excuses, even though they had given it to me and had transferred the money properly. As soon as I made a withdrawal, they debited it from my account.
Automatic translation:
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7 months ago
Dear Rodman91,
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 how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
About a week ago I was not asked for any account verification sports betting and casino no bonus
Automatic translation:
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6 months ago
Hi Rodman91,
Could you please forward any relevant communication to petronela.k@casino.guru?
Furthermore, please note that if the issue pertains to sports betting, we regret to inform you that we are unable to assist, as we do not handle complaints regarding sports betting.
Thank you.
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6 months ago
Dear Rodman91,
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.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
