The player from Germany has been accused of breaching betting rules without further explanation. Consequently, his winnings have been cancelled and account blocked. The issue was resolved, the player received his funds.
ZetCasino - Player’s winnings have been confiscated.
Amount: €180
ZetCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
ZetCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi there ,
I played at zet casino for a while 3 weeks, maybe within it I deposited around 150 euros, always with a pay safe card
Then I did not want to pay out a small profit of 180 euros, let my account via Klarna which was confirmed by Klarna and the live chat from the casino as well as via email from the casino ....
After three days of waiting and every day the same confirmation email from the first day at the same time
The withdrawal was canceled and my account was frozen
After my inquiries, I only got the answer that you think you cheated in your experience. You block everything but after submitting a copy of your ID and bank account you can refund my last deposit
On my repeated request in which way I cheated, I only get the email that I cheated without explaining it
Automatic translation:
Public
Public
4 years ago
Dear Christoph,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their justification, but, before we do that, please could you advise if you have accumulated your winnings with or without an active bonus? If you redeemed a promotional offer, please forward me a link of the specific bonus. I hope we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
4 years ago
Translation
I can't rule it out completely but no I don't think that was from the bonus ...
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Christoph for your quick reply. 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.
Public
Public
4 years ago
Hi Christoph,
I looked at your case and the screenshots you uploaded. Do you know what sister casino is the casino support referring to? Do you have any statement from the sister casino?
Public
Public
4 years ago
Dear @Christoph, Dear @Peter,
Thank you for bringing this matter to our attention.
@Peter - please indicate a private email where we can send proof of fraud from customer.
@Christoph, please send the required documents to customer support team and I will get sure you are refunded the full amount of 180 EUR.
Since several terms and conditions regarding fraud are breached, player account will remain closed.
Zet Casino Team
Public
Public
4 years ago
Translation
Should I now send a copy of my ID and bank details to zet casino and get the 180 euros refunded ...
Which email exactly should I refer to casino guru?
Edited
Automatic translation:
Public
Public
4 years ago
Christoph, contact the casino support and ask what documents exactly you should provide. Please let me know if you received the €180 here.
Public
Public
4 years ago
Dear Christoph,
As correctly Peter suggested, please send documents to customer support team on Zet Casino.
Peter, we have sent in private proof of fraud.
Thank you,
Zet Casino Team
Public
Public
4 years ago
Thank you Zet Casino for the email.
Christoph, your account was blocked because of the charge back you made in the sister casino. Have you contacted the casino support yet?
Public
Public
4 years ago
Translation
Yes, on April 24th, I sent an email to the casino with the required documents and a confirmation email with the reference that you would get back in a few days if the money was instructed
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Hello yes it was on my account today
Thanks again to you
Edited
Automatic translation:
Public
Public
4 years ago
Hi Christoph,
That's good news. I'm glad to hear you received your funds. Thank you for using the Casino Guru complaint resolution center. I will now mark the complaint as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
