The player from Greece signed up at Zet Casino and received free spins that grew to a total of 1500 euros, but was later informed that the funds were ineligible for withdrawal due to terms regarding winnings from free spins. After requesting a withdrawal of 500 euros, the transaction was canceled, and the remaining funds were deducted. The player alleges that customer service provided incorrect information about the eligibility of the funds.
ZetCasino - Player’s winnings have been confiscated.
Amount: €1,500
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Case opened
Current status
Waiting for player to reply
0d 14h 5m 2s
Case summary
6 days ago
Public
Public
1 week ago
Translation
I signed up at Zet Casino with the first deposit offer of 100% plus 200 free spins, which I used. A few days later, I received 30 free spins on Book of Dead, where the amount initially reached 700 euros. However, I couldn't withdraw the funds because, as customer service told me, I needed to meet a turnover requirement. They informed me that to make a withdrawal, the amount needed to reach 1500 euros, which it did, appearing in my account as real money. I requested a withdrawal of 500 euros, and I received an email the next day stating that the transaction was canceled. Furthermore, the remaining 1000 euros were deducted because they claimed it was a mistake that the funds were credited. Despite the first customer service agents assuring me that I would receive the 1500 euros, the amount was removed due to terms that state winnings from free spins are not eligible for withdrawal. I signed up with money, and after a few days they gave me free spins. As the amount grew, I was in contact with customer service to ask when I could withdraw it. They never mentioned that it was bonus money; they said I could withdraw when the turnover requirement was met, which I did. Nevertheless, the next day, the money was removed from my account.
Automatic translation:
Public
Public
6 days ago
Dear apost40,
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 the casino confiscated the whole balance?
- If they didn't, could you please clarify how much funds you have in your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
apost40 has 0d 14h 5m 2s to reply
