Zodiacbet Casino - Se ha pasado por alto el intento del jugador de cerrar temporalmente su cuenta.

Hi there,

At the casino selected above, I paid out 1100 and then blocked my account until Wednesday so that I could no longer access it, because I feared that I would continue to play with the money and lose everything. I actually did that after contacting support a couple of hours later and asking you to reopen my account. Despite being blocked until Wednesday, I chose Wednesday because I thought the payout would be processed by Wednesday. I got my screenshots and also contacted casino and reclaimed my loss. Unfortunately, Zodiacbet thinks that according to your TUS you can reopen the account if you so wish. Is it compatible with German law that the cool-off period is simply canceled? I have many years of experience online and have never experienced anything like this before. I am considering turning to a lawyer and taking this conflict to court. Are there any other places I can turn to? Otherwise, I would of course be very interested in hearing from you about this conflict.

LG from Mainz

Hallo,

bei dem oben ausgewählten Casino habe ich 1100 ausbezahlt und danach mein Konto bis Mittwoch sperren lassen, dass ich nicht mehr darauf zugreifen kann, denn ich befürchtete, dass ich mit dem Geld weiter spiele und alles verliere. Das habe ich tatsächlich gemacht, nachdem ich Support nach Paar Stunden nochmal kontaktiert habe und Sie darum gebeten habe, dass sie mein Konto wiedereröffnen. Trotz Sperre bis Mittwoch, ich habe Mittwoch ausgewählt, weil ich dachte, dass bis Mittwoch die Auszahlung bearbeitet wird. Ich habe meine Screenshots und habe auch Casino kontaktiert und meinen Verlust zurückgefordert. Leider meint Zodiacbet, dass Sie gemäß Ihrem TUS das Konto wiedereröffnen dürfen, wenn das wünscht. Ist es mit dem deutschen Gesetzt vereinbar, dass die Cool-Off-Periode einfach so aufgehoben wird? Ich habe langjährige Erfahrung online und bisher sowas nie erfahren. Ich überlege mir, mich an einen Anwalt zu wenden und diesen Konflikt vors Gericht zu bringen. Gibt es noch andere Stellen, woran ich mich auch noch wenden kann? Ansonsten würde mich natürlich sehr interessieren, von Ihnen über diesen Konflikt zu hören.

LG aus Mainz

Hello,

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 what reason you have given when requesting to temporarily block your account?

Please, let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if the casino failed in this, the player may ask for a refund.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Dear anonymainz,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.