Zip Casino - A conta do jogador foi encerrada devido a múltiplas acusações de conta.

Hello, I received a 5-euro real bonus on 12/24/2024. I made a win of 280 euros, with all the money being real. I requested a withdrawal of 200 euros, and after providing many documents, my request was rejected this morning, 01/13/25. They said I needed to provide additional documents, like a Paysafecase payment. I provided further proof as requested by them, which included a Paysafecase statement through the computer. I completed this procedure, and they told me it was approved and that they would inform me via email. However, 2 hours later, I received an email saying they had closed my account because they claimed I had duplicated the account, which isn’t true. When I asked for an explanation, they couldn't provide one. I am seeking your help in this situation. I look forward to your response. Thank you.

salve io ricevuto 5euro di realbonus il giorno 24/12/2024ho fatto una vincita di bene 280euro di cui tutti soldi reali.e ho richiesto un prelievo di 200 euro tra tanti documenti forniti mi e stato respinto proprio stamattina 13/01/25 con dicendo che dovevo dare ulteriori documenti tipo pagamento paysafase ho date ulteriore prove chieste da loro che dovevo fornire un estratto conto di paysafase tramite computer ho fatto questa proccedura e mi hanno detto che mi era stato approvato e mi facevano sapere tramite email invece dopo 2ore mi e arrivata un email che mi avevano chiuso l'accaut perche l' avevo detto che avessi dublicato l'accaunt cosa non vera perche quando ho chiesto spiegazioni non mi hanno saputo rispondere io cerco il vostro aiuto su questa situazione.aspetto un vostro riscontro grazie

Dear sharavera79, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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, 

Veronika

hello in my family I am the only one who uses an IP address also because I am the only one who uses the casino platform in question regarding the Kyc verification I was still in the verification phase because it is the first time I asked for a withdrawal on the zip casino site I was verified with proof of address but they had asked me for proof of payment of which I provided without any problem my headed card of which I made deposits but not satisfied in addition to that proof of payment they also asked me for proof of payment that I made some time ago with paysafase of which I provided with a statement and settlements after all these documents they told me that they would let me know via email, not even 2 hours later I received an email that they had closed my account with all my winnings because assuming that I had duplicated the account I contacted them via email to have explanations and the name that I had duplicated I was not given a response

salve nella mia famiglia sono l'unica che uso indirizzo Ip anche perche sono l'unica che uso la piattaforma del casino in questione riguardo a la verifica Kyc stavo ancora in fase di verifica perche e la prima volta che ho chiesto un prelievo sul sito zip casino sono stata verificata con la prova del indirizzo ma mi avevano chiesto la prova di pagamenyo di cui io ho fornito senza nessun problema la mia carta intestata di cui io effettuavo depositi ma non contenti oltre a quella prova di pagamento mi hanno chiesto anche una prova di pagamento che effettuato tempo fa con paysafase di cui io fornito con estratto conto e tranzazioni dopo tutti questi documenti mi hanno detto che mi facevano sapere tramite email ,passati neanche 2 ore mi arriva un email che mi avevano chiuso l'accaunt con tutta la mia vincita perche condicendo che avessi dublicato l'accaunt io lo contatattati tramite email per avere spiegazioni e il nome che avessi dublicato non mi e stata fornito una risposta

Thank you for your reply. Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

hello i never used the VPN software because i don't know about these software. i used the same software that i answer to you you evaluate it

salve io non mai utilizzato il software VPN anxhe perche non sono a conoscenza di questi software. io usato lo stesso software che rispondo a voi valutate voi

Thank you very much, sharavera79, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sharavera79,

I am so sorry to hear about your problem with the withdrawal. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Zip Casino representative to join this conversation and participate in resolving this complaint.

Dear Zip Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for your recent inquiry about your account status. We appreciate your patience as we thoroughly investigate the matter.

After a careful and detailed review of your account activity, we have found multiple accounts linked to the one hold by you, sharing the same city, address, and postcode. This presents a clear violation of our Terms and Conditions, specifically Article 5.14, which states:

"One player is entitled to open one account. It is forbidden to open additional accounts to family members, or use a single IP address, computer, or other device without the prior written permission of the Company. All other accounts opened by you on the Website will be treated as 'duplicate' accounts. The Company reserves the right to immediately close such accounts, and:

any transactions made from the duplicate account will be considered null and void;

all bets or deposits made from a duplicate account can be returned to You at Company’s discretion;

all refunds, winnings or bonuses You have received or collected using the duplicate account will be forfeited and may be reclaimed by us. In this case, You will be required to return the funds withdrawn from the duplicate account to us."

We take this matter seriously, as maintaining fair and equitable play for all our customers is a priority. As a result of the above conclusions, we are compelled to close any duplicate accounts that have been identified, as stipulated by our Terms.

Regarding your withdrawal request, this was rejected due to the violation of our policy regarding duplicate accounts. As your accounts fall under this category, we are unable to proceed with the withdrawal requested.

We regret that this issue has arisen and we thank you for your patience. Please be assured that we are committed to handling this matter fairly and transparently and will be happy to assist you in accordance with the information provided.

Cordially,

ZipCasino team

Dear Zip Casino,

Thank you for your response and the information provided.

Could you provide us with the evidence of multiple accounts? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

hi another thing I want to clarify on the other sites of theirs like winsane and Spinaro I have been verified and paid for the withdrawals that I requested. if I had duplicated why in the verification they did not close my account. now I will show you all the photos of the paid withdrawals. I want to add that I have also been closed by them I do not know the problem since I was also verified and in chat they spoke to me why I had duplicated but the name did not come out I can also have an address equal to another person but it does not mean that he lives with me otherwise there would be no proof from the IP. to underline they also have my photo sef

salve un altra cosa voglio precisare su gli altri siti loro tipo winsane e Spinaro sono stata verificata e pagata hai prelievi che ho richiesto .se avessi dublicato come mai nella verifica non mi hanno chiuso l'accaunt. ora vi mostro tutte le foto dei prelievi pagati.voglio aggiungere anche da loro sono stata chiusa l'accaunt non conosco il problema visto che ero pure verificata e in chat mi parlavano xhe avessi dublicato ma il nome non eai uscito fuori io posso avere pure un indirizzo uguale a un altra persona ma non siglifica che abita con me altrimenti non esisterebbe la prova da del IP .da sottoliniare hanno anche la mia foto sef

hello just half an hour ago zipcasino contacted me paid me all the withdrawal I want to thank all the guru staff without you I would never have had my withdrawal I have been cheated many times by foreign casinos but I did not know how to claim them. what can I say an infinite thank you❤️

salve proprio mezz'ora fa il zipcasino mi ha contattato mi ha pagato tutto il prelievo ci tengo a ringraziare a tutto lo staf guru senza di voi non avrei mai avuto il mio prelievo sono stata imbrogliata tante volte dai casino stranieri ma non sapevo come poterli reclamarli. che dirvi un ringraziamento infinito❤️

Thank you for reaching out to us regarding the player's complaint.

After thoroughly reviewing the matter and considering the player's concern, we would like to inform you that due to internal security and confidentiality protocols, we are unable to provide screenshots or evidence from our back-office system to demonstrate the presence of multiple accounts linked to this player.

However, as a gesture of goodwill and to resolve this issue amicably, we have decided to make an exception for the player in question. The previously deducted funds have been reissued to their casino account, allowing them to withdraw these funds without any further restrictions.

Please note that once the withdrawal has been successfully processed, the player’s account will be permanently closed, in accordance with our Terms and Conditions, due to the confirmed breach related to duplicate accounts.

We hope this resolution is satisfactory and demonstrates our commitment to fairness and customer care. Should you have any further questions or require additional information, please don’t hesitate to contact us.

Best regards,

ZipCasino Support Team

Hi I would just like to add one thing zipcasino did not provide requested material because knowing full well that there was no other duplicate account that's why in the end it paid my winnings and not because it made an exception as stated

salve vorrei aggiungere solo una cosa zipcasino non ha fornito materiale richiesto perche sapendo bene che non c'era nessun altro accaunt dublicato ecco perche alla fine ha pagato la mia vincita e no perche ha fatto un eccezione come ha dichiarato

Hello sharavera79,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sharavera79,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru