ZevCasino - Player’s request for a permanent account closure has been overlooked.

Hi

i opened an account with this casino few months ago. I have played few days then i told them i am in addiction i want to close my account permanently. My account was disabled then i asked them to reopen my account then they didn’t follow their rules they open my account let me play. I have set even deposits limits as well 500$ per week. I asked them to remove my limits after a week but according to their terms and conditions limits takes effect in to one week after the request. But the limit removed instantly i have deposited 6970$. They are breached the rules according to terms and conditions. I already sent heaps of mail to them operator not responding. I am looking for your help to solve my problem. Please help me.

Dear Anto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits and account closure. My email address is petronela.k@casino.guru.

I have checked Responsible Game section, and this is what I found https://www.zevcasino.com/en/static-texts/responsible-game:

„Limits

Loss limit allows a player to set the maximum loss limit for selected period. There is always a possibility to change the loss limit, but it takes effect accordingly:

Changing the limit to more restrictive takes effect immediately

Changing the limit to less restrictive takes effect 48 hours after the change.

Please write to support@zevcasino.com in order to self exclude."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

i have set 500$ per week deposits limits. But i asked them to disabled by limits, according to their terms and conditions it takes in to effect after 48 hours. But it came in to effect immediately, they breached the terms.

Thank you very much, Anto, for forwarding the relevant communication. One last thig please, would you help me to put together a timeline?

-         31st of July: You have requested a permanent closure of your account due to gambling addiction.

-         3rd of August: €500 weekly deposit limit has been requested.

-         10th of August: You have cancelled deposit limits.

Please correct any discrepancies and forward your cashier history.

Hi

i have requested permanent closure 31st july but i asked them to reopen my account on 02nd of august via chat.

i set deposits limits 500$ on 3rd of August.

i have canceled on 10th if August

But according to their terms and conditions if you disabled limits comes in to effect after 48 hours.

I have deposited 6970$. I can’t login in to my account to check cashier history.

Which payment method you have used to deposit funds into your account? Could you forward your bank statement, please?

Did you talk to the operator?

Thank you very much, Anto, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Anto.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Is there any response from the operator

Hi

i asked them via chat about my complaint mail i sent to them as well. They said they already replied to me but I haven’t received anything so far from the casino. Even i have a valid reason for claiming the refunds because they were breach the deposits limits terms. I sent mail to their jurisdiction also but license provider always supporting their operators. Will you put Zevcasino in blacklist if they don’t reply within time frame?

We would like to ask the Zev 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’.

Dear Anto.

If the casino fails to respond we will close the complaint as unresolved and it will affect their reputation/rating on our website. 

Of course, we will offer you one additional option.

Dear CasinoGuru,

In regards to your request received on 24th of August, 2020 we would like to inform you on following:

There is a player named Antony Alphonse who registered with our site 4 month ago - 10th of May, 2020.

Since then he has been using our services and asked several times to close his account and reopen it voluntarily.

All above mentioned operations have been performed in accordance with ZevCasino Terms and Conditions as we are licensed under Curacao Gaming Licence No.8048/JAZZ2015-035.

After receiving complaints from above mentioned customer we reached out to Compliance & Licensing Department of Antillephone N.V. 

Occurs that this customer is well know to them for a long time already and on countless occasions they have warned him NOT TO USE any of Casino sites which are under Antillephone N.V. licence agreements. Despite that it seems that customer has not taken this into account and continues to make same mistakes and then blame casinos…

Here is last verdict of Antillephone N.V. that has been sent to Antony today, 25th of August 2020:

=

We do not see any reason for further review of "your case" and insist that you NEVER register on any of the sites which are using our services. If by misfortune you were able to deposit and play at website of any of our operators, you will not receive special consideration or review for claims of Gaming Addiction or Responsible Gaming violations.

In the meantime, if you are really needing assistance, please consult with your local support groups or online help services.

Sincerely,

Antillephone N.V.

Compliance & Licensing Department

Dispute Resolution 8048/JAZ

=

In regards to above stated, we as supporters of responsible gambling, can confirm that the player is blocked on all SG International N.V. sites and we shall implement procedures in order to avoid that this player tries to open an account in any future WL site of SG International N.V.

Kind regards

ZevCasino Team

Dear casino guru

i understand the reply from antillephone gaming, but they didn’t talk about limits breached from Zevcasino. They are saying i have this problem for quite a long while i accept i have some problem for gambling but that’s the reason i set deposits limits to playing casino games. I want to know deposits limits breached or not? Doesn’t matter player make mistakes, casino have to follow the rules but most of the casinos not following terms and conditions thoroughly. These rogue casinos always trying to find something to not to payout to players. Please ask them about deposits limits terms breached or not? I always follow the rules but the casinos doesn’t.

Dear Zev Casino team.

Thank you for your cooperation, we highly appreciate your part. Unfortunately, we consider players claims to be relevant in the terms with responsible gambling. Anto clearly expressed the gambling problem, therefore, his requests for account reopen should be ignored or at least provided with sufficient cooling-off period.

Please, could you revaluate the case or is this your final decision?

We would like to ask the Zev 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’.

Hi

please make this casinos blacklisted always cheating players. Doesn’t follow the responsible gambling and gaming violations. Please make them in blacklist Sg international nv casinos.

Dear CasinoGuru,

According to the Antillephone N.V. conclusion we have not violated anything, which is not in accordance with our terms and conditions.

To avoid further problems and misunderstandings with this client, we can confirm that the player is blocked on ZevCasino and all the rest SG International N.V. brands.

Kind regards,

ZevCasino Team

Hi

Antillephone N V really hopeless people. Even the operators breach the terms they don’t care. Because they need to get money from even addicted people. License provider need commissions only doesn’t matter what the problems? I need this casino to be blacklisted to inform other people aware of, incase some one close the accounts for addiction problems they will reopen if the players request. Please tell me where to complaint about Antillephone fraud services.

Dear ZevCasino representatives.

Thank you for your cooperation in this case, we highly appreciate your part. 

Lets for a moment, assume that this player is just a normal one, and not somebody well known to your licensing authority. He is pointing out on two serious problems of your casino’s responsible gambling policy.

 First: If a player mentions to you a gambling addiction, his/her account should be closed as soon as possible and, in any circumstances, reopen. 

 Second: Why his deposit limit was lifted, without 48h cooling-off period?

We see these two incidents as a fail of your responsible gambling policy.

I understand that this player is a troublemaker and probably going from one casino to another and he is exploiting a responsible gambling policy and then demanding money. But, please, take this from a bright side – he showed you where you can be better and what is wrong.

Also: The licensing authority only replies that they refused to handle his case because they asked him not to play in any casino under Antillephone N.V. license, which does not mean that you are right.

We understand that based on the response from licensing authority, this player is probably abusing the responsible gambling policy. Still, we believe that responsible gambling policy is concerning all players, troublemakers too.

Please, could you react?

If you have some other reasons why the account of this player was reopened after he mentioned gambling addiction and why the cooling-off period was not working, please provide us with the additional explanations and evidence, and we will evaluate them. 

Hi

Will you put Zevcasino in blacklist if they dont refund my depoists? Because they clearly breach the deposits limits cooling off period. Please aware to other players opening account with Zevcasino incase if they set deposits limits or any responsible gaming terms. I don’t understand why does the gaming authority also supports the operators? Please tell me is there any other option to get my refunds like complaining about gaming authority?

Antony.

We would like to ask the Zev 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Anto.

I am very sorry but since the casino team is unresponsive, we consider their decision to be final. Please, be aware that this complaint will affect their reputation on our website we’re not able to proceed with further investigation. Your last option is to file an official complaint at the ADR and the licensing authority of the casino . I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru