ZeusWin Casino - Player’s account has been reopened without consent.

Ich habe mich bei dem Casino auf Grund von spielsucht dauerhaft sperren lassen . Am 29.01.2025 wurde mein Konto einfach wieder eröffnet leider da ich mich überhaupt nicht im Griff habe habe ich 2000 Euro wieder verspielt ich möchte von Rabidi N.V Casinos Komplet gesperrt werden damit ich mein Leben wieder in den Griff kriege bitte sprecht mit dem Provider damit die sich an die Richtlinien halten .

Dear marvinleubert, 

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). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? Have you requested your account to be closed permanently before? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Leider habe ich mich über den Live Chat sperren lassen und habe keinen Nachweis darüber . Ich würde sie bitten mir zu helfen mich bei allen rabidi nv casinos dauerhaft schließen zu lassen

Thank you for your reply. According to our information, ZeusWin Casino holds a license issued by Anjouan Gaming. The list of the casinos with this license can be found here:

https://anjouangaming.com/license-register/

Unfortunately, Anjouan Gaming does not currently offer a way for players to exclude themselves from all licensed operators at once, and states on its website that self-exclusion requests should be submitted to the operator directly. All operators are obliged to offer players this facility, and must report any self-exclusions to the authority within 1 working day.

Therefore, we are unable to help you self-exclude from all the casinos operating under this licensing authority at once. You have to request self-exclusion from each of the casinos separately.

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 gambling addiction.

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 let me know if you require any further assistance. Thank you for your understanding.

Hello marvinleubert,

Thank you for reaching out. We understand how important this is to you. Please rest assured that we are currently reviewing your request, and our team is looking into the matter. We will update you as soon as possible once we have more information.

If you have any further questions in the meantime, feel free to reach out. We appreciate your patience and understanding.

Best regards,

ZeusWin Casino

Dear marvinleubert,

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.