HomeComplaintsZetCasino - Player’s winnings have been confiscated.

ZetCasino - Player’s winnings have been confiscated.

Amount: €180

ZetCasino
Safety Index:Very high
Submitted: 16 Apr 2020 | Resolved : 30 Apr 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

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.

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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:
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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

Edited by a Casino Guru admin
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4 years ago
Translation

I can't rule it out completely but no I don't think that was from the bonus ...

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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.

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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?

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4 years ago
Translation

No, unfortunately not.....

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4 years ago

Alright Christoph, 

I'll contact the casino and see what can be done here.

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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

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4 years ago

Hi Zet Casino Team,

My email address is: peter.m@casino.guru. 

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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?

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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.

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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

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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?

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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

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4 years ago

Hi Christoph,

Have you received your €180 yet?

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4 years ago
Translation

Hello yes it was on my account today


Thanks again to you

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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

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