ZetCasino - La cuenta del jugador fue bloqueada.

Hello guru,

I signed up at ZetCasino.com

Registered, successfully verified, won 12,000 EUR of which I was able to withdraw 2400 EUR then my account was frozen and I can no longer log in I was sent an email that I did not pass the verification procedure despite sending all valid documents

I've been emailing support for 2 weeks but haven't gotten a response

The latest email from zetcasino finance department

Screenshot can be found in the attachment

I have proof that it's me such as ID, proof of address, bank statement and anything else you ask me and I'll send it to you

I feel totally betrayed by Zetcasino

Please help me

Kind regards

Alexandra P****

Hallo Guru,

Ich habe mich bei ZetCasino.com

Registriert, erfolgreich verifiziert, 12.000 eur gewonnen davon 2400 eur konnte ich noch auszahlen dann wurde mein Konto gefroren kann mich nicht mehr einloggen mir wurde eine Email geschickt dass ich den Verifizierungsverfahren nicht bestanden habe trotz zu senden aller gültigen Dokumente

Seit 2 Wochen habe ich mich per Email an den Support gemeldet bekomme aber keine Rückmeldung meldung

Die letzte Email von der finanzabteilung zetcasino

Screenshot im Anhang zu finden

Beweise dass ich es bin habe ich wie Ausweis, adressnachweis, bankauszug und sonstiges fragen sie mich und ich sende es ihnen zu

Ich fühl mich total getäuscht von Zetcasino

Bitte helfen Sie mir

Mit freundlichen Grüßen

Alexandra P****

Dear Alexandrap81,

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 may better understand the situation.

Could you please explain how long have you been playing in the casino? Could you advise which games you‘ve been playing in the casino (slots, live games, multiplayer)? Did you accumulate your win using bonus money or not?

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

Best regards,

Tomas

Hello guru,

I've been playing casino and sports betting occasionally for about 2 years. I've used the 100 percent deposit bonus and have met the wagering requirement several times. That was definitely not the reason and was also confirmed by the casino supporter via live chat

The winnings come from slots who wants to be a millionaire book of dead and later, after meeting the wagering requirements, the same slots who wants to be a millionaire book of dead and sports betting, the verification was successful after a few days, zetcasino wanted account statements, which I also sent what confirmed that it was me, but suddenly my account was frozen and I only received partial payment. I am missing the winnings from December 10th, 2022

Kind regards

Alexandra P

Hallo Guru,

Ich spiele gelegentlich seit ca 2 Jahren casino und sportwetten ich habe 100 Prozent einzahlungsbonus genutzt und die umsatzbedingung mehrfach erfüllt daran lag es definitiv nicht und wurde auch vom casino Supporter per live chat auch bestätigt

Die Gewinne stammen von slots who wants to be millionaire book of dead und später auch über nach Erfüllung der umsatzbedingung die selben slots who wants to be millionaire book of dead und sportwetten die Verifizierung war erfolgreich nach paar Tagen wollte zetcasino Kontoauszüge die ich auch zugesendet habe was bestätigt dass ich es bin aber plötzlich war dann mein Konto eingefroren und habe nur teilzahlung erhalten mir fehlen die Gewinne vom 10.12.2022

Mit freundlichen Grüßen

Alexandra P.

Thanks for your reply, Alexandrap81.

Before we contact the casino, If there is any other relevant communication between you and the casino please forward it to my email tomas@casino.guru. Alternatively, post it here.

Sent you an email with proof

Many thanks for your help

Hab Ihnen eine Email geschickt mit Beweise

Vielen Dank für Ihre Hilfe

Dear Alexandrap81,

According to the mail the casino sent you, you didn't pass the verification procedure.

Could you advise what payment method you used to deposit in the casino? Did the casino ask you to resubmit any document other than the proof of address? Did you take a new picture of the document you submitted as a proof of address document, or did you send the same picture as previously? Did all the personal details you entered into casino account profile match the documents you submited for verification?

Thanks in advance for your answer.

Hello guru,

I deposited via online banking.

I sent the casino proof of address, bank statements from the last 6 months and ID card.

I took a new photo with the proof of address, which is easier to recognize, but no reply was received.

The data from the account profile and my data match.

It's 100% an excuse from the casino so I just can't get the money.

like I said I can send you anything that confirms it's me

Hallo Guru,

ich habe über Online Banking eingezahlt.

ich habe dem casino adressnachweis, kontoauszüge letzten 6 monate und personal ausweis zu kommen lassen.

beim Adressnachweis habe ich ein neues Foto gemacht was besser zuerkennen ist darauf wurde aber nicht mehr geantwortet.

Die Daten vom Kontoprofil und meine Daten stimmen überein.

Es ist zu 100 % eine Ausrede vom Casino damit ich einfach nicht an das Geld komme.

wie gesagt ich kann Ihnen alles zu kommen lassen was bestätigt, dass ich es bin

Thank you very much, Alexandrap81, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

I have to thank

Thank you for your commitment

ich hab zu Danken

Vielen Dank f´ür ihren Einsatz

Hi Alexandrap81,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I'd like to invite ZetCasino to join this conversation and participate in the investigation. Could you please explain in more detail why the player's account has been blocked? Have you received the new photo of the "proof of address" document taken by the player?

Thank you.

Kind regards,

Tomas

Hello Thomas,

Thank you for contacting the casino if you need any documentation let me know.

Kind regards

Alexandra P

Hallo Thomas,

Vielen Dank, dass Sie das Casino kontaktieren sollten Sie irgendwelche Unterlagen benötigen sagen Sie mir bescheid.

Mit freundlichen Grüßen

Alexandra P.

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 Zetcasino,

What will happen to my 5-digit profit from December 10th, 2022, which I cannot pay out independently because my account is frozen.

Hallo Zetcasino,

Was wird aus meinem 5stelligen Gewinn vom 10.12.2022 die ich nicht selbständigen Auszahlen kann da mein Konto eingefroren ist.

Dear all,

Thank you for reaching out.

We are glad to inform you that the excess balance of 8050 EUR has been paid out to the customer. Her account shall remain closed according to the following article from our Terms and Conditions:

3.11 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Best regards,

ZetCasino.com

Dear Alexandrap81,

Could you please confirm that you have received the payment and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Hello Thomas,

Thank you very much for your commitment, I have received the payment, the matter is now closed, thank you from the bottom of my heart.

You can now close this case.

Kind regards

alexandra

Hallo Thomas,

Vielen Dank für Ihren Einsatz ich habe die Zahlung erhalten die Angelegenheit ist nun erledigt ich danke Ihnen vom Herzen.

Sie können diesen Fall nun schließen.

Mit freundlichen Grüßen

Alexandra

Dear Alexandrap81,

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