ZetCasino - Os ganhos do jogador foram confiscados.

I signed up at Zet Casino with the first deposit offer of 100% plus 200 free spins, which I used. A few days later, I received 30 free spins on Book of Dead, where the amount initially reached 700 euros. However, I couldn't withdraw the funds because, as customer service told me, I needed to meet a turnover requirement. They informed me that to make a withdrawal, the amount needed to reach 1500 euros, which it did, appearing in my account as real money. I requested a withdrawal of 500 euros, and I received an email the next day stating that the transaction was canceled. Furthermore, the remaining 1000 euros were deducted because they claimed it was a mistake that the funds were credited. Despite the first customer service agents assuring me that I would receive the 1500 euros, the amount was removed due to terms that state winnings from free spins are not eligible for withdrawal. I signed up with money, and after a few days they gave me free spins. As the amount grew, I was in contact with customer service to ask when I could withdraw it. They never mentioned that it was bonus money; they said I could withdraw when the turnover requirement was met, which I did. Nevertheless, the next day, the money was removed from my account.

εκανα εγγραφη στο zet casino με την προσφορα της πρωτης καταθεσης 100% συν 200 δωρεαν περιστροφες τα οποια και καταναλωσα...μετα απο μερικες μερες δωθηκαν 30 δωρεαν περιστροφες στο book of dead οπου και εφτασε το ποσο πρωτιστως στα 700 ευρω αλλα δεν γινοταν αναληψη γιατι επρεπε να γινει χ τζιραρισμα απο οτι μου ειπαν στην εξυπηρετηση πελατων και μου ειπαν για να μπορεσω να κανω αναληψη τα χρηματα επρεπε να παει στα 1500 ευρω οπου και πηγαν και φανηκαν στον λογαριασμο ως πραγματικα χρηματα και εκανα αναληψη πεντακοσια ευρω και μου ηρθε ημεηλ οτι ακυρωθηκε η συναλλαγη την επομενη μερα και τα υπολοιπα 1000 ευρω αφαιρεθηκαν και οτι ηταν λαθος τους που πιστωθηκαν τα χρηματα ενω με τους πρωτους υπαλληλους μου λεγαν οτι θα παρω το ποσο των 1500 ευρω...και το αφαιρεσαν λογω του οτι δεν συναδει με τους ορους...που στους ορους γραφει οτι σε περιπτωση εγγραφης με δωρεαν περιστροφες δεν προσκομιζουν κερδη....εγω εκανα εγγραφη με χρηματα και μετα απο καποιες μερες μου βαλαν φρησπιν και οσο ανεβαινε το ποσο μιλουσα με την εξυπηρετηση πελατων για να μου λεν ποτε μπορω να τα αποσυρω...δεν μου ειπαν οτι ειναι πλασματικα λεφτα μου ειπαν οτι οταν τζιραριστει το χ ποσο θα μπορουσα να κανω αναληψη το οποιο και εκανα αλλα την επομενη μερα τα αφαιρεσαν απο τον λογαριασμο μου

Dear apost40,

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. 

• Do I understand correctly that the casino confiscated the whole balance?
• If they didn't, could you please clarify how much funds you have in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear apost40,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.