ZetCasino - Player’s funds have disappeared from the account.

Meine Auszahlungen in Höhe von 603 und 1000 Euro wurde von Seiten der Seite storniert und das Guthaben verspielt .

Ich war das nicht. Auf Nachfrage wird gesagt, dass es per Chat geschah.

Nun heißt es das dies nicht so war und ein technisches Problem dafür verantwortlich war.

Ich habe es in mehreren Chats vom Support bestätigt, dass Sie meine Auszahlungen storniert haben und nun leugnen Sie alles.

Verbrecher

Additional comments from the player:

"My payment was canceled without my help or knowledge and the credit was gambled away.

Now it is said that this was a technical problem and that I should make a new withdrawal request.

Ridiculous after these criminals set my koto to 0."

Dear borisbeara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, borisbeara, for all the forwarded emails and relevant communication. Could you please advise if you received the transcript from the casino in which the cancellation of your two withdrawals has been requested? Have you tried requesting your game history in Excel format from the casino directly?

Das habe ich mehrmals vergeblich versucht. Es wurde bestätigt, dass die Stornierung per CHAT angewiesen wurde.

Eine Abschrift dieser wurde nach mehrmsliger Aufforderung nicht zugeschickt.

"Die entsprechende Abteilung wird schnellstmöglich Antworten"

"Wir entschuldigen uns für die Unannehmlichkeiten"...etc.

Nein, ich habe das Casino nicht auf den Verlauf um Exel Format angesprochen.

I understand, borisbeara. Could you please request your game history in Excel format from the casino directly? Thank you very much in advance.

Thank you very much, borisbeara, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi borisbeara,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite ZetCasino to the conversation to participate in the resolution of this complaint.

Hey Peter!

Als Antwort auf den Spielverlauf per exel Datei kam erst eine Absage mit den Verweis, dass man es auf ihrer Seite ansehen kann...Nach erneuter Anfrage diese Antwort:

"Ich habe Ihre Anfrage weitergeleitet und die Kollegen melden sich bei Ihnen.

Schöne Grüsse,

VIP Team "

Es wird einfach alles in die Länge gezogen. Der Vorfall ereignete sich jetzt vor ca 1 Monat und es geht 0 voran.

Bin echt frustriert und bedanke mich für die Hilfe

Good day,

Thank you for reaching out.

The report with the transactions on account indeed is being prepared by the relevant department and we will send it to the client’s email as soon as it is ready.

Withdrawals were cancelled per the client’s requests in chat. We have forwarded the transcripts of the chats to the client’s email address. The winnings were played down. We have no reason to suspect that third party entered the account based on the gaming session and IP addresses used. The same pattern was used by the client before and after this event.

We would like to also highlight the following point in our Terms and Conditions:

3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

We hope the above clarifies the situation. We will prepare the betting history for the client in the nearest time.

Please let us know if further clarification is needed.

Sincerely,

Zet Casino

Erst leugnen sie alles und nun wird darsuf verwiesen, dass alles laut AGB seine Richtigkeit hat.

Vertraut diesen Verbrechern nicht!

Dort gibt es nur zu verlieren wie man lesen kann

Hi all, thank you for your replies.

Dear Boris,

I looked at the chat transcripts and it really does look like you cancelled your withdrawals. I'm afraid it's practically impossible to prove that it wasn't you since your name and login are displayed in the transcript. This suggests two things: 1. it was either you or 2. it was somebody who knows your name and login. From the transcript, I can't tell if the person was logged in or just filled your data into the form. Either way, there is practically nothing we can do. You have to be careful with your login info and don't share it with anyone.

Dear Boris,

Since you haven't replied and the provided evidence doesn't support your claims, I'm afraid, we are forced to reject your complaint. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter