ZotaBet Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

Dear Casino Guru Team,

I would like to file a formal complaint against Zotabet Casino for the unjustified closure of my account and the failure to pay the remaining balance, amounting to approximately €9,100.

My account was fully verified (ID and verification selfie) and the active bonus had been fully paid, with rollover fully met according to the promotional terms. After requesting a withdrawal, the account was suddenly closed without any warning.

I subsequently received a communication from Zotabet's general support team, which made general reference to the Anti-Fraud Clause and a list of possible violations ("collusion, low-risk strategies, multiple accounts, etc."). However, no concrete evidence or specific documentation was provided to justify the closure or confiscation of funds.

I believe that the casino's behavior represents a violation of the principles of fairness and transparency, because:

the bonus rollover has been completed in full;

there was no fraudulent activity;

The withheld funds are my rightful property.

I therefore request Casino Guru's intervention to obtain a full refund of approximately €9,100, corresponding to the actual balance of the account at the time of closure.

Thank you for your time and I look forward to hearing from you.

Best regards,

V*********

Gentile Team di Casino Guru,

desidero presentare un reclamo formale nei confronti di Zotabet Casino per la chiusura ingiustificata del mio conto e il mancato pagamento del saldo residuo, pari a circa €9.100.

Il mio account era completamente verificato (documento d’identità e selfie di verifica) e il bonus attivo era stato interamente completato, con rollover pienamente soddisfatto secondo i termini promozionali. Dopo aver richiesto il prelievo, il conto è stato improvvisamente chiuso senza alcun preavviso.

Successivamente ho ricevuto una comunicazione dal servizio di supporto generale di Zotabet, nella quale si fa riferimento in modo generico alla Clausola Anti-Frode e a un elenco di possibili violazioni ("collusione, strategie a basso rischio, account multipli, ecc."). Tuttavia, non è stata fornita alcuna prova concreta o documentazione specifica che giustifichi la chiusura o la confisca dei fondi.

Ritengo che il comportamento del casinò rappresenti una violazione dei principi di correttezza e trasparenza, poiché:

il rollover del bonus è stato completato integralmente;

non vi è stata alcuna attività fraudolenta;

i fondi trattenuti sono di mia legittima proprietà.

Chiedo pertanto l’intervento di Casino Guru per ottenere la restituzione integrale dell’importo di circa €9.100, corrispondente al saldo effettivo del conto al momento della chiusura.

Ringrazio per la disponibilità e resto in attesa di un vostro cortese riscontro.

Cordiali saluti,

V*********

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Revolutioner,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Could you please specify the type of bonus you utilized to accrue your winnings?

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,  

Katarina

Hi Katarina, Sure, I'll answer you right away.

I focused mainly on various types of slots, and I was fortunate to never run out of money. I also placed some sports bets.

- I had recently registered, taking advantage of the welcome bonus on the deposit

- Welcome bonus on deposit with code BOOMGURU, 200% up to

at 1000 euros

Ciao Katarina, Certo ti rispondo subito.

- Mi sono concentrato principalmente su giochi slot di diverso tipo, e sono stato fortunato a non terminare mai il saldo. Ho effettuato anche qualche scommessa sportiva

- Mi ero registrato da poco, sfruttando proprio il bonus di benvenuto sul deposito

- Bonus di benvenuto sul deposito con codice BOOMGURU, del 200% fino

a 1000 euro

Dear Revolutioner,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina, the email has just been sent.

Thank you

Thank you very much, Revolutioner, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Revolutioner,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed?

Should you have any information that cannot be shared in public, please send it to martina.b@casino.guru .

Thank you in advance for providing the information.

Dear CasinoGuru,

Let us explain the situation in more detail: the player's account was closed for violating our T&C, namely for bonus abuse and playing simultaneously at the casino and sportsbook with an active bonus, which is also prohibited by our T&C.

We tried to return the player's deposit, but he refuses to provide the information necessary for the refund of the deposit.

If you have any further questions, we will be happy to answer them.

Best regards,

ZotaBet Casino Team

Thank you ZotaBet Casino Team, for explanation!

Dear Revolutioner,

could you please sent the information to the casino, so that they can send you your deposit?

thank you for cooperation

Dear Martina,

Thank you for your message and for following up on this matter.

I would like to clarify that I have already provided Zotabet with the requested information for the refund, including my BTC wallet address, which was sent recently.

However, the main issue is not only about the refund of the deposit — it concerns the unjustified confiscation of approximately €9,100 in winnings, for which the casino has not provided any specific evidence of bonus abuse or fraudulent behavior.

I remain fully cooperative and available to resend my wallet address if needed, but I kindly ask that the casino clarify why my winnings were withheld despite the lack of proof of any intentional wrongdoing.

Kind regards,

V.

I understand. Thank you Dear Revolutioner,

Dear ZotaBet Casino Team, can you please share with me the reasons and evidence which let you to a conclusion to confiscate player´s winnings? (martina.b@casino.guru )

Thank you so much in advance

Dear Martina,

We have just sent you the evidence to your email address.

We look forward to hearing from you.

Best regards,

ZotaBet Casino Team

Dear Revolutioner, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Hello Martina, Is there any news?

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 Revolutioner,

I have replied to the casino asking for some additional information, however, I have not received any respond to it just yet. I will keep you posted once there is an update. Thank you for cooperation

Greetings, all.

Thank you, ZotaBet Casino, for providing all the information and the evidence about this case.

Dear Revolutioner,

Unfortunately,, after carefully reviewing the materials submitted, we regret to inform you that we must reject your case. The casino has provided sufficient evidence showing that the bonus terms were indeed violated, as previously stated.

We are sorry we could not be of more help on this occasion.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.