ZeusGlory Casino - Player reports unprofessional behaviour and difficulties with withdrawing funds.

Where do i start, from the outset the wording in the casino is poor english. i played a few times and won a bit decided to withdraw , verification took over 24 hours. Then when it was verified pushed withdraw this sat for 12 hours and had the cancel option there so with my impatience i played the withdrawal money. I asked them to remove this button and they said other players wanted it added, which i find hard to believe. So asked for account to be closed permanently. Next day i had it reopened funnily enough with no bother and and further deposits, having read another review on casino i questioned the support about UK players being allowed to play. he said yes of course and the lady i referring to is a sore loser like me. He got very unprofessional also taking about his beautiful eyes etc, very personal on a business platform. I asked for my money back as they dont take responsible gambling seriously and support were just so rude. They also take forever for withdrawals even after account is verified. I asked for account to be closed again and they havent done it. These things need to be taken seriously, these sort of sites are robbing of people.! I had a withdrawal of 300 which i was never going t get. Check this casinos licence. scammed again

Dear nicolabrown01,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino?
• My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hi there thank you for responding, I have sent you an email with some of the transcripts. I wanted it closed because i copped on that the casino was not legit.

I checked the communication you sent, nicolabrown01

We believe the casino should protect you from further gambling if you inform them about any gambling problem or trouble controlling your gambling.

Unfortunately, requesting a permanent account closure doesn't qualify in our view as informing the casino in such a way you should be protected, and therefore are not eligible for a refund.

If your account is open or a simple account closure has been applied to your player account, I would recommend you request a self-exclusion due to gambling problems without delay so the casino can protect you from further play.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings ZeusGlory Support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please contact the live chat of the casino directly and ask for a confirmation (you can post the screenshot of the casino's response here or send it to my email at tomas@casino.guru in the copy) and keep me informed about any further developments.

If you have accounts in other online casinos I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you in advance for your reply.

This site should not be operating at all. They have asked me for my passport number etc , surely they don't need that to verify an account, also the second deposit they took of me illegally, it was sent to my banking app to approve and it didn't approve it and somehow they took it anyway. This is now with my banks fraud team to investigate. They also have no licence to operate.

Thanks for your reply.

We inform players about the license status of online casinos in our review. We don't pursue cases regarding a missing or invalid license, as the status of the license already affects the casino's safety index.

• I am afraid I don't understand the issue regarding your second deposit, could you please explain if it was initiated by you, and credited to your casino balance?
• When did the incident occur? Have you contacted the casino and received any response about the issue?

The incident occured last week, yes i attempted to aske the casino for a refund and they said they wouldnt do it unless i sent all my personal details.

Please send me any communication from the casino in which they promise you a refund. I apologize for the inconvenience. My email is tomas@casino.guru

Dear nicolabrown01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.