ZeusWin Casino - Player is having difficulty in closing account.

From 9 of may i trying to close my accc without success.

Dear kilomandarynek, 

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 a 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 veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

To close an account, I must provide a reason?

I'm ending gambling in my life,

they are not closing the account even though I have sent 10 messages asking for it to be closed. they don't close it because they hope that I will log in and make a deposit. I'm asking you for help, I don't want to get dirty with gambling anymore

I have checked the Terms and Conditions of ZeusWin Casino, and this is what I found:

3.7 Closure of your account: you may close your account at any time by contacting the customer service, however the below conditions apply:

• You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
• In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided and you will be returned the last deposit amount.

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@zeuswin.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

We may assist you only if you request account closure due to gambling addiction. If you do not have a gambling problem and the casino does not close your account, we may only suggest that you stop visiting the casino website.

Yes i addicted to gambling, lost more then 100k£, my beard its grey and im only 35 y old, and just like i said before im done with this shit, stop visiting casino its not enough for me, so please help me to close account, btw so easy to open acccount,not to mention how easy it is to make a deposit😕.

Dear kilomandarynek,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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

The reason that preceded my decision is xxx

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

Please send the email in this format to the casino (support@zeuswin.com) and add me as CC (veronika.l@casino.guru) in the email.

Dear kilomandarynek,

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.