ZetCasino - La cuenta del jugador ha sido bloqueada.

Hello dear Casinoguru team,

i won a total of 10,000 euros at zet casino with no bonus and currently 3,000 euros in processing payout. Verification documents were submitted and after waiting 2 weeks my account was frozen saying my account failed verification. However, I have already made a deposit using the specified payout account, which always worked without any problems. The verification documents also show that it is my bank account. I changed my bank account a long time ago and I only have one bank account.

Thank you Oliver

Hallo öiebes Casinoguru Team,

ich habe insgesamt 10.000 euro im zet casino gewonnen ohne bonus und aktuell 3.000 euro in der auszahlung zur Bearbeitung. Unterlagen zur verifizierung wurden eingereicht und nach 2 wochen warten wurde mein konto gefroren, mit der Aussage das mein konto die verifizierung nicht bestanden hat. Ich habe aber bereits schon mit dem angegeben Auszahlungskonto auch eingezahlt, dies ging immer ohne probleme. Auf den Unterlagen zur Verifizierung ist auch ersichtlich das es sich um mein Bankkonto handelt. ich habe vor längerer zeit mein Bankkonto gewechselt und es existiert auch nur das eine Bankkonto von mir.

lg Oliver

Dear Oliver90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello Kristina,

I was asked to take a screenshot of my bank to prove it. I sent this form to Zet Casino with everything required visible such as account holder, IBAN, BIC, bank code. The result was that the verification was not accepted. I also just wrote to the chat again to ask about the reason for the non-recognition. I was then made aware of Point 3.2 of the General Terms and Conditions, where I am assumed to have a duplicate account. But I only have this one account. The only way I could explain it is that my ex-girlfriend still has an account there, but she doesn't live with me at all, only when she visited me, she signed up with her account at Zet Casino via my WiFi. Warm greetings

Hallo Kristina,

Ich wurde aufgefordert das ich zum Nachweis ein Screenshot von meiner Bank tätigen sollte. Dieses Formular habe ich dem Zet Casino zugesendet indem alles erforderliche sichtbar war wie Kontoinhaber, IBAN, BIC, Bankleitzahl. Das Resultat war das die verifizierung nicht anerkannt wurde. Ich habe auch soeben den Chat nocheinmal angeschrieben um nach dem Grund der nicht Anerkennung zu fragen. Daraufhin wurde ich aufmerksam gemacht auf dem AGB Punkt 3.2 wo mir ein Duplikatskonto unterstellt wird. Ich besitze aber nur dieses eine Konto. Ich könnte mir es nur so erklären das meine Ex Freundin noch ein Konto dort besitzt sie aber gar nicht bei mir wohnt nur wenn sie mal mich besuchte sie über mein WLan sich bei Zet Casino mit ihrem Konto angemeldet hat. Liebe Grüße

Thank you very much for your reply, Oliver90. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I have sent the chat history as well as the email I received from Zet Casino to their email address.

Greetings Oliver90

Hallo Kristina,

Ich habe den Chatverlauf wie auch die erhaltene E-Mail von Zet Casino an ihre E-Mail Adresse gesendet.

Liebe Grüße Oliver90

Oliver90, I hope I understand correctly that the casino has accused you of opening multiple accounts. Is there any chance that you created an account in the past and forgot about it? Or that someone else from your household or using the same IP address has also created an account at this casino?

Hello Kristina,

Yes the casino accuses me of a duplicate account according to their terms and conditions they sent me.

I myself do NOT have a second player account, not even in the past. Only my ex-girlfriend has a player account at Zet Casino, we see each other often because we have children together, but we don't live together. I even asked my ex girlfriend to delete her player account at Zet Casino because she hasn't used it for a long time. She then had her account deleted there. But my player account has nothing to do with your player account, we don't live together, we have separate player accounts, bank accounts, e-mail addresses, etc.

Greetings Oliver90

Hallo Kristina,

Ja das Casino wirft mir ein Duplikatskonto vor laut ihrer AGB die sie mir geschickt hatten.

Ich selber besitze KEIN zweites Spielerkonto auch nicht in der Vergangenheit. Es hat nur meine Ex Freundin ein Spielerkonto bei dem Zet Casino, wir sehen uns öfters da wir gemeinsame Kinder haben, aber wohnen nicht zusammen. Ich habe meine Ex Freundin sogar darum gebeten ihr Spielerkonto bei Zet Casino löschen zu lassen da sie schon lange es nicht mehr nutzt. Sie hat ihr Konto daraufhin dort löschen lassen. Aber mein Spielerkonto hat ja nichts mit ihrem Spielerkonto zutun wir leben ja nicht zusammen haben getrennte Spielerkonten, Bankkonten, e-mail Adressen usw.

Liebe Grüße Oliver90

Thank you very much, Oliver90, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thanks for the effort Kristina.

Ok, I know and I'm waiting for a message from Adam.

Best wishes and a Merry Christmas to you. 🙂

Vielen Dank für die Mühe Kristina.

Ok da weiß ich Bescheid und warte auf eine Nachricht von Adam.

Liebe Grüße und ein Frohes Weihnachtsfest wünsche ich Ihnen. 🙂

Hello Oliver90,

I have reviewed your case and will contact the casino to see if I can help.

In the meantime, can you clarify if your ex-girlfriend has logged into her casino account using your wifi connection only when registering, or could she also have logged into it via your connection on further occasions?

We would like to invite Zet Casino to join the conversation and participate in the resolution of this complaint.

Dear Zet Casino,

Can you please provide further information regarding the player's apparent use of a duplicate account?

Kind regards,

Adam

Hi Adam, thank you for continuing to work on my case.

I will contact my ex girlfriend and will let you know as soon as I know more.

You mean contact Zet Casino? Because they wrote (Ultra Casino).

Greetings Oliver90

Hallo Adam vielen Dank das sie meinen Fall weiter bearbeiten.

Ich werde meine Ex Freundin kontaktieren und gebe Ihnen dann hier Bescheid sobald ich mehr weiß.

Sie meinen das sie Zet Casino kontaktieren? Weil sie (Ultra Casino) geschrieben haben.

Liebe Grüße Oliver90

Now it is spelled correctly.

So I contacted my ex girlfriend and her statement was that she was connected to the WiFi from time to time. She lives in the same apartment complex (block apartments) so we have separate apartments in the same house entrance because we have children together.

Greetings Oliver90

Jetzt steht es richtig geschrieben.

Also ich habe meine Ex Freundin kontaktiert und ihre Aussage war das sie hin und wieder über das WLan verbunden war. Sie wohnt in dem selben Wohnkomplex (Blockwohnungen) also wir haben getrennte Wohnungen im selben Hauseingang da wir gemeinsame Kinder haben.

Liebe Grüße Oliver90

Hello Oliver,

Yes, I did indeed mean Zet, they have been contacted and the post was updated. Thank you for checking the information, we will await their response.

Kind regards,

Adam

Hello Oliver90,

It appears there is some technical issue, please ignore any duplicate messages.

Kind regards,

Adam

Okay, I know Adam. Thank you for the information.

Okay now we are waiting for the answer of Zet Casino.

Greetings Oliver90

Okay da weis ich Bescheid Adam. Dankeschön für die Information.

Okay da warten wir jetzt auf die Antwort des Zet Casinos.

Liebe Grüße Oliver90

So I contacted my ex girlfriend and her statement was that she was connected to the WiFi from time to time. She lives in the same apartment complex (block apartments) so we have separate apartments in the same house entrance because we have children together.

Greetings Oliver90

Also ich habe meine Ex Freundin kontaktiert und ihre Aussage war das sie hin und wieder über das WLan verbunden war. Sie wohnt in dem selben Wohnkomplex (Blockwohnungen) also wir haben getrennte Wohnungen im selben Hauseingang da wir gemeinsame Kinder haben.

Liebe Grüße Oliver90

Thank you for the additional information Oliver90.

I have since made contact with the casino via Skype and I am waiting for further information, I will post an update here when I know more.

Kind regards,

Adam

Ok thanks for the information Adam 🙂

Kind regards

Oliver90

Okay Dankeschön für die Information Adam 🙂

Mit freundlichen Grüßen

Oliver90

Dear Zet Casino,

Can you please provide supporting evidence of the player's use of multiple accounts? Please elaborate on how the accounts are connected, and if any of them have been verified and used bonuses.

Any relevant information can be posted here or sent directly to me by e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

Thank you for reaching out.

We would like to inform you that we forwarded to evidence to adam.m@casino.guru.

Best regards,

ZetCasino.com

Thank you ZetCasino, for the evidence you have provided. please see my response via e-mail.

Dear Adam,

Thank you for your message.

We would like to inform that the answers to your questions were provided.

Best regards,

ZetCasino.com

Dear Oliver90,

This case is still being discussed via e-mail, so I will extend the timer accordingly.

Kind regards,

Adam

Hello dear Adam,

All right, I know, thanks for the information.

Warm greetings

Oliver90

Hallo lieber Adam,

Alles klar da weiß ich bescheid, dankeschön für die Information.

Liebe Grüße

Oliver90

If you still need documents for verification ect. then let me know.

Warm greetings

Oliver90

Falls Sie noch Unterlagen zur Verifizierung benötigen ect. dann lassen Sie es mich wissen.

Liebe Grüße

Oliver90

Dear all,

Thank you for contacting us.

We would like to inform you that an internal investigation is currently taking place. You will be be informed here as soon as there are updates. Thank you for your patience.

Best regards,

ZetCasino.com

Hello ZetCasino,

Thank you for the update, we will await further information.

Kind regards,

Adam

Dear all,

Thank you for your patience.

As result of the investigation, we would like to inform you that the winnings in question have been paid to the the customer and he should have them on his account shortly. The casino account shall remain closed.

Should you have any other questions, feel free to contact us.

Best regards,

ZetCasino.com

Hello dear Adam/ dear zet casino

I would like to inform you that the payment of €10,000 has just been credited to my account. I would like to thank you very very much dear Adam for all the effort 😊, apparently there is still justice in this world 🙏.

I wish you all a happy new year 2023 best regards Oliver90 😊

Hallo Lieber Adam/ liebes zet casino

Ich möchte Ihnen mitteilen das die Auzahlung in Höhe von 10.000 € soeben auf meinem Konto eingegangen ist. Ich bedanke mich ganz ganz ganz Herzlich bei Ihnen lieber Adam für die ganze Mühe 😊, es gibt scheinbar doch noch Gerechtigkeit auf dieser Welt 🙏.

Ich wünsche Ihnen allen ein gesundes neues Jahr 2023 liebe Grüße Oliver90 😊

Thank you for your response and for your assistance, Zet Casino.

Dear Oliver90,

I'm glad to hear that your issue has been resolved successfully and you have received your payment. 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,

Adam