ZetCasino - La cuenta del jugador ha sido bloqueada.

The casino blocked my account saying I was using a bank account owned by someone else. But that is utter nonsense, bank card, online banking, my name can be seen everywhere.

Das Casino hat mein Konto gesperrt mit der Behauptung ich würde ein Bankkonto verwenden welches jemand anderen gehört. Das ist aber völliger Schwachsinn, Bankkarte, Online Banking, überall ist mein Name zu sehen.

Dear Nadia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do that, please could you forward any relevant communication between you and the casino to petronela.k@casino.guru? Furthermore, could you advise if you have used a joint bank card when depositing funds into your account, or you’re the only bank account owner? 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,

Petronela 

Hi there.

I will send the documents to the specified email address.

The bank card and the account are only in my name. My friend also has an account with VR Bank. We can see both accounts at login. The casino asked where the other name came from when making the deposit. I suspect it is a Trustly mistake ?! In any case, it can be clearly seen on all documents that the account only belongs.

Thank you and best regards

Hallo. 

Die unterlagen schicke ich an die angegebene Email Adresse. 

Die Bankkarte und das Konto sind nur auf meinem Namen. Mein Freund hat aber auch ein Konto bei der VR Bank. Wir können beim Login beide Konten sehen. Das Casino hat gefragt wo der andere Name bei der Einzahlung her kommt. Ich vermute dass es ein Fehler von Trustly ist?! Jedenfalls ist auf allen Unterlagen klar zu erkennen dass das Konto nur mit gehört. 

Vielen Dank und viele Grüße 

Thank you very much Nadia for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Nadia,

I looked at the emails and pictures you sent to us. From my perspective it does look like you are the owner of the account. I will contact the casino and see what can be done.

Hi Nadia, Hi Casino Guru Team,

Please note we have started an investigation on this matter and we shall reply on this topic as soon as we got news from Financial department. 

It is in our interest to have happy customers, so if this was a mistake we will fix it accordingly very fast.

Thank you for letting us know on this matter,

Zet Casino

Thank you Put Casino Team.

Thank you Zet Casino Team.

Dear Nadia, Dear Casino Guru Team,

Please note our Financial department analyzed this case again. We have solid evidence showing customer in cause used someone else's bank account, which is a breach in terms and conditions. 

Having said this, customer account will remain closed as per terms and conditions breaching. 

However, in good faith terms we will reimburse the deducted amount in this case, in value of €430. We have manually sent these funds via bank wire. 

We hope this solves the case in a good matter and both the customer and Casino Guru teams are happy with the outcome.

Let us know if anything else is needed from our end.

Thank you,

Zet Casino Team

@Zet Casino: It IS and remains my bank account. The account does not belong to anyone else.

Many thanks to the CasinoGuru team.

I really didn't think that a solution would be found so quickly.

The money has just been added to my account.

best regards

@Zet Casino: Es IST und bleibt mein Bankkonto. Das Konto gehört niemand Anderen.

Ganz herzlichen Dank an das Team von CasinoGuru.

Ich hätte echt nicht gedacht dass so schnell eine Lösung gefunden wird.

Das Geld wurde soeben auf meinem Konto gutgeschrieben.

Liebe Grüße

Hello Nadia,

I'm glad to hear that you received the money. I will now mark the complaint as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.