ZetCasino - Player’s winnings have been cancelled.

I had 3 withdrawal requests totaling 1500 Euros pending, then they I asked to verify me, so I sent all valid, and legal documents, my passport, my Fiktionsbescheinigung (temporary residence permit), my expired Aufenthaltstitel (residence permit), and my bank statement for the last 6 months. With no notification or email, I tried to log in to my account and it was "frozen", so I sent an email to their support team, they said "Kindly be informed that your account has been closed by our relevant department as it has not passed the verification stage unfortunately." And I asked why, but they're not replying ever since.... How does that make sense? I sent all the German Issued documents, they're all in place, I live in Germany, how come can't I be verified? Utter nonsense! Worst support and experience I've ever encountered...

Dear markemad,

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. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account?

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. Thank you in advance for your reply.

Best regards,

Petronela 

Dear markemad,

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.

Hi, yes I confirm all documents were 100% correct and valid, they didn’t give any reasons at all, and now they’re not replying to my emails…

Thank you for sharing all the required details, markemad. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello there,

Thank you markemad for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ZetCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help.

Thank you!

Dear markemad,

I received a message from the casino regarding the reason for closure of your account. During a check of your transaction history, the casino discovered multiple transfers with another customer who has an account on ZetCasino. The casino's terms and conditions (here) state the following:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

·       using the Website for commercial purposes or in someone else’s name or interest;

·       engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

·       colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

I will investigate this matter further but in the meantime I want to ask you if you are aware that you have shared funds with another person playing at the casino.

Thank you in advance!

No shared funds at all were used on my account, if they had a problem with any of my deposits, they would report it immediately according to their guidelines, not when I request a withdrawal…

As I understand it, they found out that you have transferred and received funds with another player on your bank account from your bank statement from the last 6 months. They only received that information after you tried to verify your account so naturally they acted on it once they had access to that information.

Are you aware that any of your acquaintances is also a player at ZetCasino or do you by any chance have multiple accounts?

Thank you in advance!

Ich habe nicht mehrere Konten, ja, ein Freund von mir spielt auch bei ZetCasino, aber ich habe nie Geld für das Casino von ihm erhalten! Er ist mein Mitbewohner und wir überweisen uns gegenseitig regelmäßig Geld!

Could you please provide me with the bank statement that you have used to verify at the casino? You can send it to my mail (peter.c@casino.guru). I'd like to check if there are any signs of collusion or if it is just a coincidence as you state in which case I should be able to discuss this issue with the casino further.

Thank you in advance!

I've sent the email.

Many thanks in advance.

Please also bear in mind that me and my roommate work together, and we transfer to each other the income regularly, the casino had no right to qualify that as collusion in any way... It doesn't make sense and I don't see how can we benefit from colluding with each other by sending each other money... Their way of dealing with the situation was very unprofessional. Freezing my account instantly like I'm some kind of criminal without any explanation. It makes sense that they did that just to avoid paying me my €3000 withdrawal.

I have reviewed your bank statement and believe that there are no signs of collusion, I have contacted the casino about this so we will I have to wait to see what their response will be.

Dear Customer,

Thank you for reaching out.

We would like to inform you that after a thorough review of your account, we have to a decision to credit back and pay out the winnings to your bank account. The amount of 1500 EUR will be paid out to you in 3 separate payments, which are scheduled in the following way:

500 EUR — 03.06.2023

500 EUR — 06.06.2023

500 EUR — 09.06.2023

The account is to remain closed according to the following article from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Best regards,

Customer Support

Dear all,

We would like to inform you that 2 of 3 payments were processed from our side. The 3rd payment is scheduled to be processed on 09.06. 

Best regards,

Customer Support

Thank you very much for the update. We will keep this complaint open until markemad confirms all their withdrawals has been successful. Please keep me informed about any further developments.

I can confirm that the withdrawals arrived. Thank you Peter and all your colleagues at Casino Guru.

Dear markemad,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. 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,

Peter