ZeusWin Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Hello,

On January 17, 2025, I asked Zeuswin support to permanently block my account due to a gambling addiction, whereupon I received a message in which I was asked to confirm that any remaining balance would be lost as a result. I then responded directly to support and confirmed my decision, as I no longer had any balance (or possibly 0.25 euros) in my account.

Unfortunately, Zeuswin did not respond and did not close my account. It was not until January 22 that Zeuswin informed me that my account could not be closed due to an outstanding withdrawal, which was not a problem on other casino websites operated by the same operator. Despite the express urgency of my request, I was still able to deposit money and play. The people in charge did not contact me again after the withdrawal or close my account, despite my previous confirmation that this was exactly what I wanted.

On February 11, I again emphatically requested immediate self-exclusion, but in the casino's response that followed on the same day, I was asked to explain the reasons for my decision in more detail. The casino has had all the relevant information for this (including mention of my gambling addiction) since January 17, 2025, but my account remains open to this day.

This behavior on the part of the casino caused me to suffer significant losses that could have been completely avoided if those responsible had responded adequately to my repeated requests to deactivate my account instead of using delaying tactics.

I can provide you with the entire email exchange between me and Zeuswin support, where it is clearly evident that the casino did not respond to my request or responded inadequately.

Thank you very much in advance for your help.

Best regards

Hallo,

ich habe am 17.01.2025 beim Support von Zeuswin eine permanente Sperrung meines Kontos aufgrund einer Spielsucht angefragt, woraufhin ich eine Nachricht erhielt, in welcher ich bestätigen sollte, dass eventuelles Rest-Guthaben hierdurch verloren geht. Ich habe dem Support daraufhin direkt geantwortet und meine Entscheidung bekräftigt, da ich kein Guthaben mehr (oder möglicherweise noch 0.25 Euro) auf meinem Konto hatte.

Leider hat Zeuswin daraufhin nicht mehr reagiert und mein Konto nicht geschlossen. Erst am 22.01. wurde mir von Zeuswin mitgeteilt, dass mein Konto aufgrund einer offenen Auszahlung nicht geschlossen werden könne, was jedoch bei anderen Casino-Websites desselben Betreibers kein Problem dargestellt hat. So war es mir trotz der ausdrücklichen Dringlichkeit meines Anliegens weiterhin möglich, Geld einzuzahlen und zu spielen. Die Verantwortlichen haben sich auch nach der Auszahlung nicht mehr bei mir gemeldet oder mein Konto geschlossen, trotz meiner vorherigen Bestätigung, dass ich exakt dies wünsche.

Am 11.02. habe ich nun erneut mit Nachdruck um einen sofortigen Selbstausschluss gebeten, doch in der direkt am selben Tag folgenden Antwort des Casinos, wurde ich nun um die Erläuterung der näheren Gründe für meine Entscheidung gebeten. Dem Casino liegen alle relevanten Informationen hierfür (inkl. der Erwähnung meiner Spielsucht) bereits seit dem 17.01.2025 vor, doch mein Konto bleibt bis zum heutigen Tag weiter geöffnet.

Durch dieses Verhalten seitens des Casinos habe ich erhebliche Verluste erlitten, die absolut vermeidbar gewesen wären, wenn die Verantwortlichen auf meine mehrmaligen Bitten zur Deaktivierung meines Kontos adäquat reagiert hätten, anstatt Verzögerungstaktiken anzuwenden.

Ich kann Ihnen den gesamten E-Mail-Verkehr zwischen mir und dem Support von Zeuswin zur Verfügung stellen, dort wird eindeutig ersichtlich, dass man seitens des Casinos nicht oder nur unzureichend auf mein Anliegen reagiert hat.

Ich danke vielmals im Voraus für Ihre Hilfe.

Liebe Grüße

Dear lolseinsohn,

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@zeuswin.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 still have access to your casino account? Please forward me the account closure requests and any other relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina,

Yes, I still have access to the account and can continue to deposit and play. I will now forward the relevant emails to you, thank you very much!

Best regards

Hallo Kristina,

ja ich habe aktuell noch Zugriff auf das Konto und kann weiter einzahlen und spielen. Ich leite Ihnen die betreffenden Mails nun weiter, vielen Dank!

Liebe Grüße

Thank you for your reply, lolseinsohn. Could you please clarify how much money you deposited since you informed the casino about your gambling problem?

Hello Kristina,

I still have access to the account, but the payment display often does not work completely. I see deposits of around 1250 euros, compared to various withdrawals. I think the withdrawals total around 600 euros. At the time of opening this complaint, however, the withdrawals only amounted to 150 euros, and I was able to make some winnings after that. However, my account has still not been closed, even after I requested it again a few days ago. I have asked for the account to be closed for the 6th time today and hope that this will finally happen. Nevertheless, I have suffered high losses due to the casino's inactivity, which could have been completely avoided if they had reacted more quickly.

Many thanks and kind regards!

Hallo Kristina,

ich habe immer noch Zugriff auf das Konto, doch die Anzeige der Zahlungen funktioniert häufig nicht vollständig. Ich sehe Einzahlungen in der Höhe von ca. 1250 Euro, dem gegenüber stehen diverse Auszahlungen. Ich denke die Auszahlungen haben eine ungefähre Höhe von insgesamt ca. 600 Euro. Zum Zeitpunkt der Eröffnung dieser Beschwerde beliefen sich die Auszahlungen jedoch nur auf 150 Euro, ich habe danach noch einige Gewinne erzielen können. Mein Konto wurde jedoch auch nach erneuter Aufforderung vor einigen Tagen immer noch nicht geschlossen. Ich habe heute zum insgesamt 6. Mal um Schließung des Kontos gebeten und hoffe, dass dies nun endlich geschieht. Dennoch habe ich durch die Inaktivität seitens des Casinos hohe Verluste erlitten, was durch ein schnelleres Reagieren absolut vermeidbar gewesen wäre.

Vielen Dank und liebe Grüße!

Hello Kristina,

The casino has finally closed my account. The deactivation took place on Friday, February 21st at 5:29 p.m., more than a month after my first request on January 17th.

Thank you and best regards!

Hallo Kristina,

das Casino hat mein Konto nun endlich geschlossen. Die Deaktivierung erfolgte am Freitag dem 21.02. um 17:29, also mehr als einen Monat nach meiner ersten Bitte vom 17.01.

Danke und liebe Grüße!

Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear lolseinsohn,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ZeusWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ZeusWin Casino,

Could you please provide a detailed explanation of this case and clarify why the closure of the player's account was delayed for over a month, despite the fact that the player's request was acknowledged on the same day it was submitted?

Thank you in advance for your response!

Best Regards,

Kubo

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 Kubo,

Since Zeuswin hasn't responded yet, I visited the site and discovered that the casino has been closed since today. Will this affect our negotiations here?

I wish you a pleasant weekend!

Hallo Kubo,

da sich Zeuswin noch nicht gemeldet hat, habe ich die Seite besucht und musste feststellen, dass das Casino seit heute geschlossen ist. Wird dies Auswirkungen auf unsere Verhandlungen hier haben?

Ich wünsche Ihnen ein angenehmes Wochenende!

Dear lolseinsohn,

I have repeatedly attempted to contact the casino, but the only response I’ve received is about a planned transition to a different platform - without any clear timeline or confirmation on whether they can address complaints during this period. Unfortunately, without their cooperation, there’s not much more we can do at this point. As a result, I will be marking your complaint as "unresolved" in our system.

I understand this is far from a satisfactory resolution, and I truly regret that we’re unable to assist further at this moment. However, if the casino decides to respond, we will reopen the complaint, and you will be notified via email.

Typically, I would advise reaching out to the Anjouan Gaming Authority to submit a complaint. However, they have recently changed their policy, requiring complaints to be lodged through the license validator on the casino's website. Since ZeusWin Casino does not currently display a license badge, there is no direct way to file an official complaint against them.

Given this, I recommend that you contact the Gaming Authority through this link: https://anjouangaming.com/contact/ and inquire about the best course of action in a situation like this - where a complaint needs to be filed, but no official channel is available. Please let me know if you need any assistance in submitting your complaint. I will also reach out to the Gaming Authority from our side to seek a solution for future cases.

I sincerely regret that I couldn’t provide a more helpful outcome this time. If anything changes, I will let you know.

Best Regards,

Kubo