ZetCasino - Jogador solicita reembolso após pedido de encerramento de conta.

I have sent an email to Zeit Casino to permanently close my account. I initially contacted live chat and was told to send an email. Zeit Casino did not respect my desire for responsible gambling and player protection as it should. For this reason I am asking for the money I played back, as they did not close my account, since I requested this days ago.

I want my 250€ back.

Έχω στείλει e-mail στο Zeit Casino για οριστικό κλείσιμο λογαριασμού. Επικοινώνησα αρχικά με την ζωντανή συνομιλία και μου είπαν να στείλω e-mail. Η Zeit Casino δεν σεβάστηκε την επιθυμία μου για υπεύθυνο στοιχηματισμό και προστασία του παίχτη όπως οφείλει. Γι αυτό το λόγο ζητώ πίσω τα χρήματα που έπαιξα, καθώς δεν έκλεισαν τον λογαριασμό μου, εφόσον αυτό ζήτησα μέρες τώρα.

Ζητώ πίσω 250€

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Dear Lavalava12,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re experiencing regarding your request for permanent account closure and responsible gambling protection.

To help us better understand the circumstances and determine whether we can proceed with this case, I would like to ask you a few clarifying questions:

• On which exact date and time did you first request the permanent closure of your account, and through which channel (live chat, email, or both)?
• Do you have written confirmation or evidence (such as emails or chat transcripts) showing that you requested account closure for responsible gambling reasons?
• Did the casino ever acknowledge your email or provide any response regarding the account closure request?

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear information about the timing, communication, and activity after your closure request is essential for us to assess whether the casino failed to act on a responsible gambling request and whether a refund may be justified.

If you have any relevant communication with Zeit Casino, such as emails or chat transcripts, you are welcome to forward them to petronela.k@casino.guru for further review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening.

I initially sent a message to the live chat and requested permanent account closure due to loss of money.

They told me to send an email to a specific address, where I simply requested the permanent closure of the account.

This all happened on December 19th at 11:14 PM. I sent the email and a little earlier I spoke with a representative.

They paid no attention to my problem and did not follow the rules that a company dealing with gambling should have, as they did not protect the player. Unable to hold on any longer, since the account remained open and I did not receive any response, I deposited a total of €250 again on December 22, which led me to a very bad psychological and financial situation.

All companies should immediately close an account if there is a problem and not ask to know the reason and refer you to sending an email.

I wanted to protect myself, but the company ignored my addiction and my desire.

Καλησπέρα.

Αρχικά έστειλα μήνυμα στην ζωντανή συνομιλία και ζήτησα οριστικό κλείσιμο λογαριασμού, λόγω απώλειας χρημάτων.

Μου είπαν να στείλω e mail σε συγκεκριμένη διεύθυνση, όπου ζήτησα απλά το οριστικό κλείσιμο του λογαριασμού.

Αυτά όλα συνέβησαν 19 Δεκεμβρίου 23:14 έστειλα το e mail και λίγο νωρίτερα μίλησα με εκπρόσωπο.

Δεν έδωσαν καμία σημασία στο πρόβλημα μου και δεν τήρησαν τους κανόνες που οφείλει να έχει μια εταιρεία που ασχολείται με τυχερά παιχνίδια, καθώς δεν προστάτεψε τον παίχτη. Μη μπορώντας άλλο να κρατηθώ, αφού ο λογαριασμός παρέμενε ανοιχτός και καμία απάντηση δεν πήρα, κατέθεσα ξανά συνολικά 250€ στις 22 Δεκεμβρίου, πράγμα που με οδήγησε σε πολύ άσχημη ψυχολογική και οικονομική κατάσταση.

Όλες οι εταιρείες οφείλουν αμέσως να κλείσουν έναν λογαριασμό εφόσον υπάρχει πρόβλημα και όχι να ζητάνε να μάθουν τον λόγο και να σε παραπέμπουν στο να στείλεις e mail.

Ήθελα να προστατέψω τον εαυτό μου, αλλά η εταιρεία αγνόησε τον εθισμό μου και την επιθυμία μου.

Hi Lavalava12,

Thank you very much for your reply and for explaining the situation in more detail.

Before we can assess whether the casino failed to act on a responsible gambling request and whether a refund might be justified, we still need to review the actual communication between you and ZetCasino.

At this moment, I would like to kindly remind you that we have not yet received any forwarded emails or screenshots showing your account closure request or the casino’s response (or lack of response). These are essential for us to verify the timeline and understand how the operator handled your request.

To proceed, could you please:

• Forward the email you sent on December 19th requesting permanent closure
• If you have the live chat transcript, please send that as well

You can upload the screenshots here or forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Good evening. I sent you the e-mail from the first moment I made the complaint, but I will send it to you again.

I don't have a screenshot from the live chat, I didn't know all this would happen!

Καλησπέρα. Σας έστειλα το e mail από την πρώτη στιγμή που έκανα το παράπονο, αλλά θα σας το ξανά στείλω.

Σκρινσοτ από την ζωντανή συνομιλία δεν έχω, δεν ήξερα ότι θα συμβεί όλο αυτό!

Hi Lavalava12,

Thank you very much for your message and for sharing the screenshot.

Before we proceed, I would like to clarify something important:

So far, I have not received any emails from you in my inbox — the screenshot you provided is currently the only communication I can see. In this message, you request a permanent account closure, but you do not mention any specific reason for the request.

• Could you please confirm if you sent any other emails to the casino where you specifically mentioned the reason for wanting your account closed (for example: gambling-related issues, financial reasons, frustration, or any other explanation)?

If such an email exists, please forward it to petronela.k@casino.guru or upload a screenshot here so we can review it.

Thank you in advance for your reply.

I mentioned the reasons why I wanted to close their account in the live chat.

In the e-mail, I did not mention the reason again, as I did not consider it necessary since I had already stated it to the company and I was also obviously waiting for them to respond and ask me the reasons themselves, so that we could move forward with the process.

Zet Casino completely ignored me and never responded to my E-Mail, so that we could discuss the reasons why I want to close the account and move the process forward!

This attitude of theirs led me to waste even more money, while the company itself was supposed to protect me and listen to my request, especially since I did everything they asked.

Even the fact that I have to send an email to close the account and it can't be done from their app is illegal anyway!

Τους λόγους για τους οποίους ήθελα να κλείσω τον λογαριασμό τους ανέφερα στη ζωντανή συνομιλία.

στο e-mail δεν ανέφερα ξανά τον λόγο, καθώς ούτε το θεώρησα απαραίτητο εφόσον το είχα ήδη δηλώσει στην εταιρεία και επίσης προφανώς περίμενα να μου απαντήσουν και να με ρωτήσουν οι ίδιοι τους λόγους, ώστε να προχωρήσουμε τη διαδικασία.

Το Zet Casino, με αγνόησε πλήρως και δεν απάντησε ποτέ στο E-Mail μου, έτσι ώστε να συζητούμε τους λόγους που θέλω να κλείσω τον λογαριασμό και να προχωρήσει η διαδικασία!

Αυτή τους η στάση με οδήγησε στο να χαλάσω κι άλλα χρήματα, ενώ η ίδια η εταιρεία όφειλε να με προστατέψει και να ακούσει το αίτημα μου, πόσο μάλλον αφού έκανα όλα όσα ζήτησαν.

Ακόμα και το γεγονός ότι πρέπει να στείλω e mail για να κλείσω τον λογαριασμό και δεν γίνεται από την εφαρμογή τους είναι έτσι και αλλιώς παράνομο!

Hi Lavalava12,

I understand your frustration; however, I would like to clarify an important point regarding how self-exclusion requests are assessed and why written proof is essential in cases like this.

While you state that you mentioned gambling-related reasons during live chat, we currently have no verifiable evidence of that communication. Without screenshots or transcripts confirming that a responsible gambling issue was clearly raised, we are unfortunately unable to prove that the casino was formally notified of a self-exclusion request based on gambling problems. In such situations, our ability to assist is very limited.

For a self-exclusion request to be considered valid and enforceable, it must be clear, explicit, and provable, ideally in written form. When applying for self-exclusion, it is very important to:

• clearly state the reason for the request (e.g., gambling-related issues)
• specify the time period (temporary or permanent)

Casinos receive a high volume of emails every day, so a clearly marked subject line significantly increases the chance that such an important request is processed promptly.

For future reference, this is the recommended and proper way to submit a self-exclusion request:

Email subject: Self-exclusion

Email body example:

Greetings ZetCasino,

I am writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of XXX months/years (or permanently).

The reason for my decision is gambling-related problems.

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

Player details:

First name:

Last name:

Date of birth:

Casino login:

Registered email address:

Please send this email again to the casino’s official support address (support@zetcasino.com) and keep a copy of the sent message. You may also CC me at petronela.k@casino.guru, and keep me informed about any response or lack thereof.

If the casino offers alternative contact options (such as live chat or WhatsApp), you may try those as well, but please make sure to save screenshots of all relevant communication, as this evidence is crucial.

I understand this may not be the outcome you hoped for at this stage, but without written proof clearly confirming that a responsible gambling request was submitted and ignored, we are unfortunately unable to pursue a refund claim on this basis.

Thank you for your understanding and cooperation.

Good evening.

I contacted the company again but they still haven't responded.

I am quoting excerpts.

Καλησπέρα.

Επικοινώνησα ξανά με την εταιρεία αλλά εξακολουθεί να μην απαντά.

Παραθέτω αποσπάσματα.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lavalava12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela