The player confessed their gambling addiction to the casino and took steps to close the account after losses over 12,000€ but didn't receive any response from the casino till almost a month, leading them to lose 1232€ further. The player demands refund for the losses that happened after the confession. Notably, player's confession email was sent from a different address than the one registered with the casino.
ZetCasino - Player’s request for account closure was ignored.
Amount: €1,232
ZetCasino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 18h 1m 9s
Case summary
2 days ago
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1 week ago
Dear Synaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@zetspins.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in the self-exclusion request. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 week ago
Translation
I only received one answer, that I should contact araxio. I asked for contact details in the chat, but they didn't give me any, because I can find them on Google. But I don't know exactly what it is. I'm still waiting for a response.
Automatic translation:
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3 days ago
Thank you for your reply, Synaro. Do I understand correctly that you sent the initial self-exclusion request from a different email address than the one you registered your account with?
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2 days ago
Translation
Yes, exactly, since I have several email addresses for private purposes, I accidentally wrote with the wrong email address. But then I wrote another email with the correct email address, which is also registered with zetcasino, and also wrote that I accidentally wrote with the wrong email address first. Since then, no response and I still have access to my gaming account and deposits are still possible. A screenshot of my email is attached.
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2 days ago
Translation
UPDATE: I received an email. The account has been closed, I checked and can confirm it.
And my issue regarding the refunds has been forwarded to the relevant department. That is the current status.
Automatic translation:
Casino Guru is examining the case
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