The player from Germany has tried to suspend the account. Unfortunately, the enquiry was ignored. We rejected the complaint because the player didn't respond to our messages and questions.
Zodiacbet Casino - Player’s attempt to temporarily close her account has been overlooked.
Amount: €1,500
Zodiacbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
At the casino selected above, I paid out 1100 and then blocked my account until Wednesday so that I could no longer access it, because I feared that I would continue to play with the money and lose everything. I actually did that after contacting support a couple of hours later and asking you to reopen my account. Despite being blocked until Wednesday, I chose Wednesday because I thought the payout would be processed by Wednesday. I got my screenshots and also contacted casino and reclaimed my loss. Unfortunately, Zodiacbet thinks that according to your TUS you can reopen the account if you so wish. Is it compatible with German law that the cool-off period is simply canceled? I have many years of experience online and have never experienced anything like this before. I am considering turning to a lawyer and taking this conflict to court. Are there any other places I can turn to? Otherwise, I would of course be very interested in hearing from you about this conflict.
LG from Mainz
Automatic translation:
Public
Public
2 years ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to temporarily block your account?
Please, let me explain to you what the difference is between closing the account and self-exclusion:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.
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 cooling off period and this cannot be done for players who’s are addicted/with gambling problem).
In the case of self-exclusion, if the casino failed in this, the player may ask for a refund.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Petronela
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