ZotaBet Casino - Player’s account has been closed due to an updated restricted countries policy.

As I saw from gurucasino, zotabet accepted players from Montenegro. So, I registered and done with the verification process. I then proceeded to deposit 800 euros. The 800 became 850 and after three days the casino blocked my account on the grounds that the company's policy has changed and they no longer accept players from Montenegro. I immediately asked for my money back (850 euros) via email I sent on 20.06.2023. Since then, all my emails are answered with automated messages.

Dear Sneza77,

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 to make sure I understand the situation completely.

• When exactly did you register at the casino?
• Have you filled out your profile with the correct personal information, including your country of residence?
• Could you please confirm that you have not used a VPN or other IP masking software to register into the casino?
• Do I understand correctly that you passed the KYC verification?
• Has the casino given you any information regarding the remaining balance in your account after it was blocked due to an updated restricted countries policy?

I apologize for the outdated information about allowed countries on our website. Please note that we currently have over 5000 casinos in our database. Although we make every effort to ensure the information is accurate, due to the dynamic nature of the industry, it is advisable to always check the Terms and Conditions of the selected casino to verify if they truly accept players from your country.

At the same time, however, I would like to emphasize a very important fact from our Fair Gambling Codex: 

"The right thing to do is to check for restricted countries during the account creation process and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Hello,

On June 6, 2023, I registered at the casino. I uploaded all the necessary documents to verify my account such as an energy bill showing my home address and my name, my ID etc. Then a deposit of 400 euros was made on July 7th. On July 8, I deposited 400 euros again. Then this money became 850 euros. I have only connected to Montenegro IP. The casino did not give me any information about my account balance. Finally they reply with automated messages that do not provide any information about my balance.

Aleksic S***

Could you please forward all the relevant communication between you and the casino to veronika.l@casino.guru? Thank you.

I have sent you the emails i exchanged with the casino. All answers from the casino were automated, i got no response for what i asked them

Thank you for your email. How did the casino inform you about the change in their restricted countries list? Did they explain to you what would happen to your casino balance?

The casino did not inform me. I tried to connect to the web site and I got the message that the company's policy has changed and they no longer accept players from my country.

Thank you very much, Sneza77, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Sneza77,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ZotaBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ZotaBet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? 

If the player's account has been closed due to restriction changes for specific countries, we believe, as already stated above, the player's funds should be paid out in full, which means deposits plus winnings.

Please let us know your thoughts. Thank you.

Kind regards,

Tomas

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.

Hello there, Sneza77!

Thanks for pointing this out.

We would like to inform you that, in accordance with our policy, we inform our customers regarding changes that may affect them. Therefore, we have informed all clients from the geos that are due to close in advance. It is possible that the letter which we sent was placed in the spam or promotional folder of your mailbox and, consequently, you have not seen it.

Regarding an active balance on your account, we have conducted a thorough check within our departments and, as it stands, you have been requested to supply us with the email address used for your Neteller account in order to provide you with a refund of your current balance. However, as we have not heard from you, the refund procedure has been suspended.

In order to enable the refund to take place, we politely request that you provide us with the email address which you used to create the Neteller account. Once we have received this, the refund process can be started.

Looking forward to hearing back from you.

With Love,

Zotabet team.

Dear ZotaBet Casino,

Thank you for providing the information. Before proceeding with any refunds to the player, may I kindly ask for confirmation if the winnings will also be paid out?

Kind regards,

Tomas

Hello there!

We apologize for the delayed response.

Upon further investigation, we would like to inform you that we are refunding the entire current balance of the customer, which includes any winnings. The request has been forwarded to the appropriate department and, once processed, we will be able to provide the customer with an update here or via email, depending on their preference. Please advise us where you would like to be informed.

Thank you for your understanding.

With Love,

ZotaBet team.

Thank you for confirmation, ZotaBet Casino.

Dear Sneza77,

Can you please keep us updated on any developments regarding the payment? Thank you.

Kind regards,

Tomas

Hello there!

The refund request was approved on our side on 1 August 2023. The funds should have already reached your Neteller wallet. Please, check and let us know if everything is alright.

Looking forward to hearing back from you.

With Love,

ZotaBet team

Dear Sneza77,

Can you please confirm if you have received the payment so we can close the complaint as resolved?

Thank you.

Kind regards,

Tomas

Τhank you casino guru. Αfter your mediation I received my money

Dear Sneza77,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas