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

Dear Michal,

We would like to inform you that the account was closed within the specified time frame for such requests as per the established rules. The player has been notified via email. All actions taken align with the publicly available policy the player accepted upon registration.

Best regards,

Zodiacbet Casino

Dear Zodiacbet Casino,

Can you tell me when exactly did you receive a request that you deem properly formatted, and when exactly did you close the player's account according to this request?

We would like to ask the 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’ which may negatively affect its rating.

Dear Michal,

The player initially contacted us to request self-exclusion on 30.08.2024. The dedicated team reviewed his request and the account was closed on 10.09.2024. Please note that technical time is required in order for his request to be processed. All our actions fully comply with our publicly available Terms and conditions and the player is the player's sole responsibility for any account activity while the request was in progress.

Kind regards,

Zodiacbet Casino

Dear Zodiacbet Casino,

While I understand that there is a certain timeframe needed for the completion of self-exclusion requests, I would also like to mention that the self-exclusion requests mentioning gambling addiction should be treated with utmost importance and should be prioritized.

With that being said, I believe that 9 working days is too long for this process. With the timeframe needed for completion of the process, I believe that the player should be refunded all of their deposits that they made from the 5th of September until the closure of their account.

We would like to ask the 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’ which may negatively affect its rating.

Dear Michal,

The case is being reviewed and we will provide an update in a timely manner.

Kind regards,

Zodiacbet Casino

Dear Zodiacbet Casino,

We will be waiting for your updates.

We would like to ask the 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’ which may negatively affect its rating.

Dear Michal,

As previously pointed out, the processing of the player's self-exclusion request has been fully in line with our policies.  

We appreciate and fully understand that self-exclusion requests is an extremely delicate matter, that is why our specialized team carefully examines each such request to make sure they are accordingly addressed. These specialists are trained extensively to manage these situations with efficiency and adherence to strict procedures. Their role is crucial in ensuring players receive appropriate assistance tailored to their needs while maintaining the integrity of the gaming platform's policies. Have in mind technical time is needed for such a request to be processed. That would include going through the verification of the player and the review of the documents submitted, as well as the volume of such requests submitted.

The timeframe for processing is clearly described in our terms and conditions and our actions are in accordance with publicly available information and while the request is processed, it is the player's sole responsibility to manage his gaming account activity. 

Kind regards,

Zodiacbet Casino

Dear everyone,

The casino is obviously not willing to change its stance, which I find regrettable. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V