Zodiacbet Casino - Player’s account closure request was ignored.

Hello,

I have an account with Zodiacbet.

I reached out to Zodiacbet multiple times via email due to my gambling addiction. I specifically requested that my account be closed, providing detailed explanations in my messages. However, I have received no response. Typically, this is the case with Curaçao-licensed betting sites...

As a result, I continued playing and ended up losing over €4000.

There are hidden T&Cs. Please be cautious of these scammers.

My question is: Can we demand a refund for the lost money?

Best regards,

Dear tsk123456, 

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? Have you ever received any replies to your requests? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I requested everything as self-exclusion. You don't have to explain the difference to me. I even used a text that you suggested. I sent you the emails

Thank you for your emails. I noticed that your first self-exclusion request was sent to the casino on 26 August. Could you please confirm whether you have received any response to your emails since then?

Additionally, could you provide the deposit history from your casino account starting from 26 August onwards?

Has your account gone through the full verification process?

Have you also attempted to contact customer support through live chat? If so, when was the last time you communicated with them?

I have asked the chat several times to block my account because of gambling addiction. Each time I was told that I had to do it by email. But I did that several times. I can no longer send the transactions because they have only now blocked my access.

Zodiacbet never responded to my emails. This is all just a scam

Thank you very much, tsk123456, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tsk123456,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Zodiacbet Casino,

Could you possibly provide additional information regarding the request and clarify the situation?

Thank you in advance.

Respectfully,

Michal