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Casino Complaint: Failure to Act on Self-Exclusion Request and Responsible Gambling Violation

Dear Casino Guru,

I am filing a formal complaint against ZetCasino due to their failure to process my self-exclusion requests and their lack of response regarding problem gambling concerns.

I first requested self-exclusion on April 29, 2025, stating clearly that I had a gambling problem and wanted my account permanently closed with no option for reactivation. 

According to their own Responsible Gaming Policy, self-exclusion should be processed within 24 hours. However, as of today, May 11, 2025, my account remains open, and I received no response.

Here is the timeline of my communications:

• April 29, 2025: Requested self-exclusion, mentioned gambling problem, asked for permanent ban.
• May 6, 2025: Follow-up email saying "Please," after no reply.
• May 9, 2025: Wrote again stating, "Still waiting for that self-exclusion. 
• May 11,2025: follow up again.

Because of their lack of urgency, I was able to play more money. I also requested a refund for deposits made since April 29 and a permanent exclusion.

The casino has ignored all of these emails. As a result, I was able to deposit and lose more money after my first request, which is a direct breach of responsible gambling obligations.

Due to their lack of urgency, negligence, and failure to uphold their policy, I am requesting:

• A full refund of all deposits made from April 29, 2025, onward (300$).
• Immediate and permanent self-exclusion from their platform.

Sincerely,

Kellie

Dear kelliel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail:

support@zetcasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you haven't received any response from the casino regarding this issue to this day? Have you tried contacting the casino via other channels such as live chat? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I did not write to them by chat because every casino reference to email support when this is asked.

I received no reply and my account is still opened.

Thank you very much, kelliel, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello kelliel,

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 ZetCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear kelliel,

We would kindly request to provide us the email provided on 29th of April with the date and brand clearly visible in order to confirm your report as the first email found was on 6th of May.

Thank you in advance.

Kind Regards,

ZetCasino Team

Dear ZetCasino,

Do you consider the email provided by the player as sufficient?

Dear kelliel,

After a careful review, we can confirm that we didn't receive the referred email.

Could you please provide us also a screeshot with the sender email visible?

Thank you for your cooperation.

Kind Regards,

ZetCasino Team

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 kelliel,

After a careful review, we can confirm that we didn't receive the referred email.

Could you please provide us the email's ticket ID?

Thank you for your cooperation.

Kind Regards,

ZetCasino Team

The ticket number is: 28403136.

Dear kelliel,

Do I understand correctly that you have received an automated reply from the casino to your email from the 29th of April, containing the previously mentioned ticket number?

I received the automated message on May 6, 7 days after I sent the request and they replied for the first time on May 22, 24 days after my request. And they finally closed it on May 26, 28 days after I sent my request.

Dear ZetCasino,

Were you able to verify the ticket number provided by the player?

Dear ZetCasino,

I truly don’t understand why this is taking so long.

It took 28 days for you to process my self-exclusion request — despite your own Responsible Gambling policy clearly stating that exclusions will be implemented within 24 hours.

Now, this complaint has been open for over a month, and I’ve provided all the necessary proof, including the original email, ticket number, and evidence that your system acknowledged it.

I’m not asking for anything unreasonable. The $300 CAD I deposited after my self-exclusion request should have never been accepted, and I believe I deserve a refund based on your failure to act in time.

This amount is significant to me, and I’m asking once again for you to please resolve this matter now, fairly and respectfully.

Sincerely,

Kellie

Dear all,

Thank you for your continued patience.

After a careful review, we were able to locate the ticket number mentioned. However, please note that the email was dated June 6th at 23:03.

We have not found any emails with a similar request prior to this date.

ZetCasino.com

You can clearly see on my email that I sent the request on April 29. It’s not my fault if your automated system only acknowledges it a week later. I did everything that I could to get me exclude. I made the request and I was able to control myself for 7 days before relapsing because you had not closed my account.

Dear kelliel,

Can you explain to us why in one screenshot the email from the 29th of April is showing as sent at 10:29, but on the other screenshot (with the chain of emails) is the same email is showing as sent on 11:30?

When I took the second screenshot, I was in a city with a different time (+1h). I can take it again if needed.

Dear ZetCasino,

Do I understand correctly that the ticket reference number provided by the player belongs to the aforementioned email chain between you and the player, but the email with the self-exclusion request is not showing on your side?

Hello Michal, 

We have shared an email, with evidence attached regarding the ticket ID. 

Dear kelliel, 

We would like to inform you that whenever an email is sent to our support, the customer always receives a confirmation email containing the "reference number." Therefore, we kindly request that you provide the reference number for the email dated April 29th, 2025, to enable us to review the matter and assist you accordingly.

We will wait for your update. 

Kind regards, 

ZetCasino team. 

Once again the ticket number is: 28403136.

Hello kelliel,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ZetCasino,

From the email you have sent me, I can see that you received an email from the player mentioning a gambling problem on the 6th of May. Can you refund the player's deposits from this date, since their account was not closed within 24 hours, as you claimed it would be?

Hello Michal, 

We were first made aware of a player experiencing gambling-related issues on May 6, 2025.

The player has not made any deposit attempts since May 6, 2025. (We have attached the evidence to the email sent to you.)

Consequently, we maintain that we are not obligated to issue any refunds.

Kind regards,

ZetCasino team.  

But you can see I send my request on April 29…

Dear kelliel,

I understand this complaint is taking a long time. I would like to ask you for one last piece of evidence. Would you be able to provide me with a screen recording that would show you going into your "sent" folder, so the whole email thread from the 29th of April (with all lf the emails) is clearly visible? Please, send everything to michal.v@casino.guru. I will be waiting for your email.

I just sent it to you.

Dear ZetCasino,

I have received the requested evidence from the player. From all of the information available to me, it indeed seems like the player has sent the initial email on the 29th of April. It appears that the email either failed to arrive or was blocked by your system. Would you be willing to refund the player the requested amount?

Hello Michal, 

We would like to inform you that an email has been dispatched to your address.

We kindly await for your update.

Kind regards,

ZetCasino team.  

Dear ZetCasino,

I have answered your email with further questions.

Dear kelliel,

Right now, we are at a standstill where the evidence from you says one thing, but the evidence from the casino says something else. I will be informing you of any further developments. Thank you for your patience.

Hello Michal, 

We wish to inform you that a response has been provided to your email.

We look forward to your response.

Kind regards, 

ZetCasino team. 

Thank you for your help Michal. I’ll wait for your update.

Dear ZetCasino,

I have replied to your email.

Dear kelliel,

In accordance with the recommendation provided by Casino Guru specialist Michal, we have considered the matter and have resolved to proceed with a gesture of goodwill amounting to 150 CAD.

To proceed further, we need your bank details. An email has been sent to you regarding the same. 

We are looking forward for your update.

Best regards,

ZetCasino team.

I replied to your email.

Dear kelliel,

We want to inform you that the sum of 150 CAD, as a gesture of goodwill, has been processed, and the funds were dispatched from our end on July 29, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Our team wishes you all the best for your future activities!

Best regards, 

ZetCasino team.

Dear kelliel,

Please let me know as soon as you receive the funds. I will be waiting to hear from you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kelliel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal