ZoloBet Casino - Player requests refund due to casino error.

In live support, I was informed that the cash and bonus were separate, but when I actually played, they were combined into a single unit.

The casino has acknowledged the mistake, so I am requesting a full refund of 700 euros.

Hello hirokann0525,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZoloBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• Did you finish the wagering requirement?
• Why is it an issue regarding which balance was used first?

Looking forward to your answer.

Regards,

Nick

Can you please let me know if your account has already been verified and if so, since when exactly?

KYC is still

What bonus did you claim?

Welcome Deposit Bonus

Have you met the wagering requirements?

no

I heard that cash play will go back to cash wallet.

All-in success at baccarat

Why does it matter which balance was used first?

Cash winnings were added to your Bonus Wallet

There was a lot of back and forth.

Finally, Baccarat is a real money wallet

He started saying things that didn't make sense, like slots would be added to your bonus balance.

Also, the 100bit dice I played is not a slot.

The game is all-in baccarat

100bit dice, 10 dollar pets dozens of times (amount unclear)

At first, he admitted to making a mistake in the chat.

Next time, it's the translator's fault

Next slots will be added to your bonus wallet 💦💦

I don't understand

Dear hirokann0525,

In essence, it does not make a significant difference which balance—real money or bonus funds—is used first. Until the wagering requirements for the bonus are fulfilled, the bonus rules will still apply, even if real money is used during gameplay.

Some casinos stipulate that real money is used first, while others prioritize bonus funds, but the outcome remains the same in either case.

If you have any further questions or need additional assistance, please don’t hesitate to reach out.

Best regards,

Nick

It's not true!!

If you win cash, cancel the bonus

I was told I could withdraw all my cash winnings.

Dear hirokann0525,

Please forward your full betting history to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

In essence, it makes no difference whether you use your real money or bonus funds balance first - the bonus rules still apply even if real money is used during gameplay until the bonus wagering requirements have been met.

Some casinos stipulate that real funds must be used first, while others give priority to bonus funds, but in either case the result is the same.

If you have any further questions or require additional assistance, please feel free to contact us.

thank you,

Nick

It doesn't matter if you can't withdraw cash unless you clear the bonus wagering conditions.

This time, if you win cash, cancel the bonus.

It is said that you can withdraw all your cash winnings.

In other words, you can play with just cash without using the bonus and the money will be added to your cash wallet!!

The casino also admitted that it had given incorrect information.

All History

Dear hirokann0525,

Please forward the communication with the casino regarding this case to nikolas.b@casino.guru for further review.

Can you also clarify whether your bonus is still active or did you cancel it?

Awaiting your response.

Regards,

Nick

Expired

Dear Hirokann0525,

Thank you for your message. However, I’m not sure how your last post contributes to resolving this case. While the live chat might have provided you with misleading information (as shown in one of the screenshots), please note that the casino’s rules ultimately prevail.

As mentioned earlier, it does not matter whether the balance is combined or which balance is deducted first during gameplay. As long as a bonus is active, the bonus rules apply. This means that until the wagering requirements are fully met, you cannot withdraw either your real or bonus balance.

Please let us know if there’s anything else we can assist you with regarding this matter. We’re here to help.

Looking forward to your response.

Best regards,

Nick

My bonus balance is gone

I want it back

I was communicating with you guys and it seems like the deadline has passed.

Dear hirokann0525,

Thank you for reaching out and sharing your experience with us. We apologize for the delay in getting back to you and for any frustration this situation may have caused.

We are currently looking into the details of your case to better understand what happened and to resolve the issue. Please know that we take your concerns seriously and are doing everything we can to address them promptly.

We will contact you as soon as we have an update. We appreciate your patience and understanding in the meantime.

Best regards,

Zolobet Casino Team

Dear ZoloBet Casino,

Thank you for joining us to resolve this matter.

We will be awaiting your response regarding the player's issue.

Regards,

Nick