The player from Germany is complaining about winnings which have not been validated. We rejected the complaint because the player didn't respond to our messages and questions.
ZetCasino - Winnings haven’t been credited to player’s account.
Amount: €400
ZetCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
A couple of times the money was not credited to me after the free spins and on the last one I was simply deducted 130 euros. The support doesn't know what the problem is and I won't get my money back. Please help me
Automatic translation:
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2 years ago
Dear Maurizio,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do you happen to have any proof that you won this amount? A video recording showing the described issues could be very helpful.
Also, in such cases, we recommend players stop playing immediately and contact support. Could you please send me all the relevant evidence together with the communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
The casino has now written me an email and wanted to have a few questions answered. I have sent the answers and have to wait a little. I will report as soon as I have an answer
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2 years ago
Translation
I have the gameplay as evidence. I could take a screenshot of the course for you. I wrote down exactly which game, time, date, ID, amount, starting balance and ending balance. Please help.
The support said it would take 3 days to check it, but I read on many sites that this casino is known for such promotions and then probably won't give the money back.
It's an amount of 940 euros, which is a lot of money for me.
Automatic translation:
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2 years ago
Thank you very much, Maurizio. I understand your frustration, but in this case, I believe the best option is to wait until the casino completes its investigation. I will keep this complaint open, and please, let us know if there is anything new in the meantime.
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2 years ago
Translation
Hello, they wrote back to me that everything was correct and that I have already received everything even though it is not true, they do not want to give me my money back
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2 years ago
Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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