The player from Spain was unable to access the Zet Casino site after their first visit, in which they had won 320 euros. They were concerned about the safety of their payment details due to the inability to access the site from different devices and browsers. The player had not made any previous withdrawals or completed the verification process. The casino had cancelled the player's withdrawal, stating they needed a different deposit method, which the player could not provide due to their inability to access the site. The casino claimed that the player had used all the funds in slots after the withdrawal was cancelled. We were unable to assist the player further as they confirmed they had played their funds. The complaint was subsequently rejected.
ZetCasino - Player unable to access casino site after winning.
Amount: €320
ZetCasino
Safety Index:Very highOther
REJECTED
Case summary
Good afternoon. Yesterday was the first time I visited Zet Casino. I won 320 euros and was awaiting to provide my details for the payout. To my surprise, I couldn't access the casino all day using different browsers and devices; none of them worked. I am now terrified that they might have cloned my cards or accounts.
Dear rllabla,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the website and I didn’t experience any problems and the website seems to be working. Since you filed this complaint a few hours ago, could you please advise if the issue persists? If yes, could you please post a screenshot of what you see here in this thread?
Looking forward to hearing from you.
Best regards,
Kristina
Good afternoon. The day after being able to access I found out that in Spain this website has been closed for being an illegal casino. Therefore I cannot access it with any browser and that is why I cannot claim anything. Please help me because in order to deposit money the website worked perfectly. I attach two photos. One of them shows how the casino is presented at this moment and photo 2 is proof that I could play perfectly with my username.
After 10 more emails, I still don't have any kind of response.
They just sent me an email saying that my withdrawals have been canceled due to several factors. This is exasperating. I can't enter the casino because it is illegal in my country now. What about my money? Can't you intervene in this? If you need images of the emails, tell me.
Good afternoon, after 2 days I still have not received any information. I have sent 10 emails and it is impossible to contact this casino. I'm afraid of losing my money.
Thank you for your reply, rllabla. Have you made any successful withdrawals before? Did you pass the verification before you lost access to the website?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Good morning,
It was the first time I entered this casino. In fact, before playing, I check their website to see if it is a trustworthy casino. Since you rate it with high confidence, I played with complete confidence. I have never made a withdrawal before and I have not had the option to verify either because I cannot access it in any way.
Good afternoon,
Can someone verify for me if this casino is operating in countries other than Spain? Because I no longer know if it is a scam or the casino is really working. Thanks for the help provided to users
Good night,
I have already filed a lawsuit, he said, "casino" for the scam I am experiencing. It is very unpleasant that they do not respond to any message or email. I hope the full weight of the law falls on them and above all, inform EVERYONE not to play with Zetacasino even though you as customer advocates say that it has a HIGH security rating. I feel cheated and disappointed.
You mentioned that the casino notified you that your withdrawal was canceled due to several factors. Can you please share this conversation with me or at least clarify which reasons led to the cancellation of your withdrawal request?
They cancel me because they need another method of deposit since they do not accept my Mastercard card but since I cannot enter I cannot give another means of deposit because this casino does not exist in my country. It is awful!
Thank you very much, rllabla, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello there,
Thank you rllabla 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 how we can help resolve this issue.
Thank you!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Customer,
Thank you for reaching out.
First and foremost, we are sorry that you ran into inconveniences while using our website.
We would like to point out the fact that after the withdrawals were cancelled, you used all of them in slots on the same day.
Best regards,
ZetCasino.com
After taking several weeks this is what happens, people tend to spend it. Unfortunately the delay
Dear rllabla, I'm sorry to hear that is the case, unfortunately, due to that we won't able to assist you further and your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
