The player from Germany requests a refund of $1500 from Zolobet Casino after being able to change deposit limits within 24 hours, despite having set strict limits to control gambling behavior. After providing evidence of the limits and the ability to change them, the casino denies the refund, claiming limits were never set.
ZoloBet Casino - Player seeks refund after casino limit issues.
Amount: 1,500 ₮
ZoloBet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 8h 33m 9s
Case summary
6 days ago
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1 month ago
Translation
Hello, I am contacting you because I am requesting a refund of $1500 from Zolobet Casino.
On 10/09/2024 in the evening, I set limits on my account.
Specifically, I set the following limits:
10€ deposit limit per day
10€ deposit limit per month
10€ loss limit per day
10€ loss limit per month
I set these limits consciously to reduce my gambling behavior.
The next day, Thursday, October 10, 2024,
early in the morning, I was able to delete my limits and make deposits beyond my set limit.
According to the casino's statement, changing the limits should only be possible after 24 hours.
On Thursday, 10/10/2024, I made deposits totaling $1500, despite the fact that I should not have been able to change my limit at that time.
After that, I contacted the casino support and provided screenshots and videos proving that it was possible to change the limits before the 24-hour waiting period expired.
On 10/09/2024, I took screenshots of my limits, which I shared with the casino.
The casino kept telling me that they were working on the issue and solving it.
Eventually, I was simply told that I would not receive a refund because they claimed I supposedly never set limits on October 9.
However, I have evidence that I did set limits, as well as videos showing I was able to delete limits and make deposits beyond the set limits.
Please help me in obtaining a refund of approximately $1500.
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1 month ago
Dear xSerious169,
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.
Where did you find the information that changing the limits is only possible after 24 hours?
Could you please provide any evidence that you set the limits?
Could you please share your communication with the casino regarding the limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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1 month ago
Translation
Hello, I have sent you an email with proof of a short explanation regarding the limit setting.
In a separate email I forwarded the complete correspondence between me and the casino
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1 month ago
Dear xSerious169, I received only your email regarding the communication with the casino.
Please share the supporting evidence and the source of the information regarding the 24-hour limit change requirement.
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1 month ago
Translation
Hello, I found the 24-hour limit change in the casino's terms and conditions and support confirmed it to me again via email.
I found the original information when I googled the operator of the site, Datu 365 Group Ltd., and the license No. ALSI-102404010-FB and their requirements for responsible gaming, which are imposed on the casinos.
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1 month ago
Dear xSerious169, please share the mentioned evidence, screenshots, and videos you provided to the casino. My email address is dominika.l@casino.guru.
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1 month ago
Translation
Hello, I have already sent all relevant evidence and communication with the casino by email.
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1 month ago
Dear xSerious169, I only received the communication with the casino. Please share all available evidence, including the mentioned screenshots and videos.
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1 month ago
Translation
Hello Dominika,
I have sent you another email.
In the email you will find the following evidence:
-The casino's statement regarding the limit change (only after 24 hours)
-A video of me proving to you that I set the limits on October 9, 2024 in the evening including a time stamp
-A video showing how I had a limit active, how I was able to delete the limit and make deposits directly above the limit
Can you let me know if you received it?
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3 weeks ago
Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
Dear xSerious169,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since ZoloBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
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1 week ago
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.
Casino Guru is examining the case
