ZetCasino - A autoexclusão do jogador não foi reconhecida.

Ladies and Gentlemen

I have been addicted to gambling for about 5 years. 2 years ago I was able to break free and blocked myself from all online casinos that I knew. Unfortunately I relapsed and came across Zet Casino, where I apparently am not blocked. I sent them an email on January 20, 2025 with a self-exclusion, but I received no reply. Unfortunately I lost around €7,000-10,000.

I am also blocked from the partner casinos so I don't understand why it is possible for them to let me play.

Are there any possibilities that the casino is violating the terms and conditions?

Best regards

Sehr geehrte Damen und Herren,

seit ca. 5 Jahren bin ich hochgradig spielsüchtig. Vor 2 Jahren konnte ich mich lösen und habe mich in alle online casinos was ich kannte gesperrt. Leider wurde ich wieder rückfällig und bin auf das Zet Casino gestoßen in dem ich anscheinend nicht gesperrt bin. Ich habe ihnen am 20.01.2025 eine Email mit einem Selbstausschluss geschrieben auf dies ich keine antwort erhielt. Leider habe ich noch 7.000-10.000€ ca verspielt.

Ich bin auch in den Partner Casinos gespertt also ich verstehe nicht wieso es möglich ist mich spielen zu lassen.

gibt ess hier möglichkeiten das das Casino gegen die AgBs verstößt.

liebe Grüße

Hello Markus10,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZetCasino. Please allow me to ask you a few more question before we would move forward.

• Did you mention your gambling problems in your request?
• Would it be possible to forward the request you sent to the casino to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I wrote in the email that I want to block my account because of gambling addiction. Unfortunately I didn't get a reply. I'm forwarding the email.

The casinos never write back to my emails, the VIP manager on Telegram is not interested.

Hallo, ich habe in der Email geschrieben das ich mich wegen spielsucht das Konto sperren möchte. Leider keine Antwort erhalten ich sende die email weiter.

Die Casinos schreiben mir auf die Emails nie zurück, der Vip Manager auf Telegram intressiert es nicht.

Hello Markus10,

Can you please advise when exactly did you register into ZetCasino?

Additionally, is your account currently still active or already closed?

Awaiting your response.

Regards.

Nick

Hello Nick,

I don't have an exact date but I think around the year 202.

They only managed to block my account today.

lg Markus

Hallo Nick,

ich habe kein genaues datum aber ich denke im Jahr 202 ca.

sie haben es erst heute geschafft das mein Konto gesperrt ist.

lg Markus

Hello Markus10,

Can you please advise when exactly did you register into ZetCasino as your last post does not specify it.

Regards,

Nick

I received the first emails in December 2021.

I think I registered here.

I can't check anymore because my account is finally blocked.

Die ersten emails habe ich im dezember 2021 bekommen.

ich denk hier habe ich mich registriert.

ich kann nicht mehr nachsehen da mein konto ja endlich gesperrt ist.

Thank you very much, Markus10, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Nick,

many thanks for your response.

Should I contact Matej by email or continue here in the forum?

Thank you

Hallo Nick,

vielen Dank für deine Antwort.

Soll ich mich per E-Mail bei Matej melden oder weiterhin hier im Forum?

vielen Dank

Hello Markus10, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. We can continue the discussion in the thread itself, however if you have something you feel that needs to be shared via e-mail, you have the option as well. Could you please tell me how did you exclude from the sister casinos? One by one, or did they tell you that excluding in one casino will exclude you in all of the sister sites too? I have checked the Zet Casino's responsible gambling section, but it does not state that excluding in one casino also excludes you in the sister ones. However, I know some companies do that, so I have to ask if you have seen such statement someplace or if it was confirmed to you by the casino representative?

Meanwhile, I’d like to invite a representative of ZetCasino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly via e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello, no unfortunately I'm not sure what the partner casinos are exactly.

Over the last few weeks I've noticed that no one has responded to my emails, and I've repeatedly written that they should block my account because of my gambling addiction.

It says everywhere that they will block the account within 24 hours, but it usually doesn't happen.

Likewise at Zet Casino, it was a huge procedure to block the account.

Hallo, nein leider ich bin mir nicht sicher was die partner casinos sind genau.

Mir ist die letzten wochen öfter aufgefallen das auf meine emails einfsgh nicht reagiert wird und immer wieder habe ich geschrieben sie sollen meinen account wegen spielsucht sperren.

überall steht sie sperren den account inerhalb 24h aber es passiert meistens nicht.

ebenso im Zet Casino, war es eine rießen Prozedur den Account zu sperren.

Thanks for getting back to me so quickly. Sad as it is, I have never really seen any casino adhering to their own 24 hours rule regarding the self-exclusion, given how many messages the support team gets regarding all kind of issues every day.

However, while waiting for Zet Casino to reply, I would recommend trying to re-exclude yourself again in all the other casinos you have mentioned, using the following e-mail form:

Email subject: Self-exclusion at CASINO NAME

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings CASINO NAME,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send a single email to the e-mail stated in the "Responsible gaming" section for each casino (feel free to CC me in those messages with matej.l@casino.guru) and keep the sent messages in your mailbox as a proof (if needed later on). If you do not receive confirmation within next 3-5 days, you can send the message again. We have good experience with self-exclusion requests done this way, as they get the point across very clearly, with no possibility for confusion, and is also a good proof in case of a complaint.

Secondly, I would recommend free app BetBlocker (https://betblocker.org/de/) that you can install on your computer and mobile, to keep you safe from gambling sites (however, I think on occasion it also blocks Casino Guru website so mind that :D).

Hope this helps :)

Thank you very much for the answer and the attached form.

At Zet Casino, however, it took over a week, and if I hadn't written the whole time, nothing would have happened.

Is there a way for you to send me all the email addresses of the casinos listed on your website?

Thank you

Viele Dank für die Antowrt und das beigefügte Formular.

Beim Zet Casino allerdings dauerte ed allerdings über eine woche, und hätte ich nichz die ganze zeit geschrieben wäre gar nichts passiert.

Gibt es die Möglichkeit das sie mir sämtliche email adressen die auf ihren seiten gelistet sind von dem casinos zu senden?

vielen Dank

Unfortunately, I won't be able to provide any kind of list, as there is simply way too many casinos in the database. However, you can check out our Self-Exclusion Initiative: https://casino.guru/global-self-exclusion-initiative#top-panel. Alongside information, you can also use the SE tool (button is on top right part of the page) to exclude yourself from many casinos, and as I mentioned, there is still the option of using BetBlocker app to block gambling sites beforehand.

Dear Markus10,

Thank you for contacting us.

We apologize for any inconvenience this may have caused, but please be assured that we are willing to clarify the situation.

In accordance with your closure request dated 22 February 2025, we would like to confirm that your account has been closed.

Unfortunately, after a review of all available communications between ZetCasino and you, we have not been able to locate a single deletion or closure request emailed from your registered email address.

Furthermore, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Kind regards,

ZetCasino Team

Hello,

I have the email in black and white and a screenshot. It's strange that two other casinos replied to me.

I'm attaching the entire email conversation here.

It's a complete disgrace that they don't ban players!!

Hallo,

ich habe die Email sxhwarz auf weiß hab einen screenshot, komisch das mir 2 andere casinos geantwortet haben?

ich hänge den ganzen Email verlauf hier dran.

ist eine bodenlose frechheit das sie spieler nicht sperren!!

Please explain to me why other casinos respond to emails but you don't?

bitte erklären sie mir das andere casinos auf die email antworten nur sie nicht?

Dear ZetCasino Team, thank you very much for closing the account. Could you please confirm that it will not be possible to reopen said account - due to the gambling addiction - and that all the marketing communication via e-mail and SMS messages will cease?

Also, could you check with Markus' manager, please? From the conversation evidence provided by the player (attached to this message), it is being acknowledged that the message has been received on 20th January, it was just not dealt with. In light of this, would you reconsider your stance regarding the refund?

Hello all,

We confirm the account has been closed and the players email has been removed from any promotion in future.

Also, please note as per our general terms and conditions player has to send the closure request via email to support@zetcasino.com so we can can proceed with the request. And we have closed the account so everything seems to be fine for now.

As per checking this case, we can see we had provided an explanation on March 20th, on Casino Guru thread.

We hope we were able to clarify the matter.

Our team wishes you all the best for your future activities!

Best regards,

ZetCasino team.

Thank you for the confirmation of the account closure and stopping the advertising, ZetCasino team.

Could you please also answer my question from the previous post, regarding the refund, since you have been aware of the account closure request due to the player's gambling addiction since 20th January, as it was confirmed by your own staff?

Hello all,

As previously stated, according to our terms and conditions, a player must send a closure request to support@zetcasino.com for us to process the request:

3.7 : Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@zetcasino.com;

In addition, we would like to draw your attention to the following articles of our Terms and Conditions, which you agreed to before registering:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, based on the above article, there is no refund available for the account.

We hope this helps clarify the matter for you.

Kind regards,

Zet Casino Team

Dear ZetCasino team.

As per the evidence provided above, the player has requested self-exclusion via e-mail 20/01/2025, and reception of said e-mail was confirmed by the player's manager in live chat as well.

In light of this evidence, would you consider refunding the deposits (minus any withdrawals)?

Dear Markus10,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

 4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• you are acting on your own behalf;

• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@zetcasino.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Please note, the screenshot sent by Matej on March 21st, of your conversation with VIP manager.

VIP manager did informed you to send an email.

Still, we would kindly ask you to please share the screenshots of your closure request via email you are referring to (Jan 20th, 2025). So we can help you further accordingly.  

Please make sure to share the screenshots visible of your closure request with your email address, the date you have sent and the email address you have sent to.

We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.

We are waiting for your update.

Best regards,

ZetCasino team.

Dear Markus10, when e-mailing the casino the original e-mail and/or any other evidence, could you please CC me into the message, so I can upload it with the other case files? My e-mail is matej.l@casino.guru. Thank you.

I can confirm the reception of the requested e-mails. We'll wait for the ZetCasino team to investigate and let us know the decision.

Dear Markus10,

I hope this message finds you well.

As previously communicated, whenever an email is sent to our support team, the customer is always provided with a confirmation email that includes a "reference number."

Therefore, I kindly request that you provide the reference number so that we may assist you further.

It appears that you have received reference numbers for other casinos; thus, I encourage you to check your email for the reference number related to ZetCasino as well. Once you provide this reference number, we will be able to proceed and offer you the necessary assistance.

Additionally, we have not yet located any email from you dated January 20th, as you have mentioned.

Best regards, 

ZetCasino Team

Dear Markus10, please CC me into the e-mail when you will be sending it to the casino (matej.l@casino.guru), so I can keep up with the case. Thank you :)

Hello,

I just sent the email for a test again to the same email address and received a reference number.

On January 20, 2025, I received a number from all other casinos except yours.

This is an error on your part.

Greetings, Markus

Hallo,

ich habe soeben die Email für einen Test nochmals an dieselbe Email Adresse gesendet und habe eine Referenznummer erhalten.

Am 20.01.2025 habe ich von allen anderen Casinos eine Nummer erhalten auser von Ihrem.

Hier handel es sich um einen Fehler von Ihrer Seite.

lg Markus

Dear ZetCasino, if you did not receive the said e-mail, could you elaborate why the VIP manager confirmed seeing the message in the inbox?

Dear Matej,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

ZetCasino Team

Dear ZetCasino Team, I have replied to Kevina's e-mail. Hopefully I will finally get an answer regarding how is it possible that the VIP manager has confirmed seeing the self-exclusion e-mail sent on 20th January, while now the support team can't see anything. Unless this mystery is addressed, we can't move forward.

Dear Matej,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

ZetCasino Team

Thank you, ZetCasino Team, I have already sent a reply. Finally, the screenshot of the conversation between the player and the VIP manager has been acknowledged and addressed in the last e-mail, which is all I needed this whole time. :)

Dear Markus10, unfortunately I do not have good news for you. After more checks and internal discussion with my colleagues, this complaint will have to be 'rejected'. Reasons are as follows:

As I do not speak German and the machine translation is always wonky, it has been confirmed by more additional sources which I have consulted, that the conversation with the VIP manager is not about the manager confirming seeing an e-mail from 20th January on the system, but rather acknowledging what you said about it being sent. With that being settled, the only argument we had - has disappeared.

You sending a "mass self-exclusion e-mail" is another problem. From our experience, these kinds of messages often glitch and end up as either undelivered or get lost, and this is a reason why we always recommend sending each self-exclusion request individually to each casino.

ZetCasino provided me with multiple screenshots from their system where your message is not to be seen, and you yourself have confirmed that ZetCasino is the only one not confirming the account closure. This leads me to believe the message simply glitched out and has not been delivered.

On top of all that, you have not investigated further why a single casino has not acknowledged your request. You have not sent another message, did not inquire with their live chat, and overall did not make a sufficient effort to ensure your self-exclusion has been seen through on all the levels.

Due to the aforementioned reasons, this complaint will now be 'rejected'. Thank you for your understanding, and I am sorry I could not be of more help on this occasion. All I can do now is to recommend dealing with self-exclusion more thorough in the future: always following casino's responsible gambling policy rules, send separate e-mails to each casino, and make sure you get your self-exclusion confirmed by e-mail. If not, contact said casino again if necessarry, until the exclusion is confirmed.

Also, if you really struggle with online gambling, I would strongly recommend free app BetBlocker (https://betblocker.org/de/). You can install it on both your desktop and mobile, and this will help keeping you safe from most of the online gambling, especially if you keep its database up to date. Hope this helps.