ZoloBet Casino - A conta do jogador foi encerrada.

I deposited 100 euros at the casino in question, after playing I tried to withdraw my winnings (1750EUR), but none of the withdrawals went through even though I verified my account several times at their request. After the last confirmation I asked the live chat how my withdrawal was progressing, the answer was that the withdrawal was currently being processed. About an hour later I received an email that my account had been closed (for the reason shown in the picture) and the remaining balance at the casino had been lost. I only have one user for the casino, although they claimed to have another. On the Trustpilot website I also noticed complaints from other players at the casino about similar situations.

Talletin kyseiselle kasinolle 100 euroa, Pelaamisen jälkeen yritin kotiuttaa voittoja (1750EUR), mutta yksikään kotiutus ei mennyt läpi vaikka vahvistin tilini useita kertoja heidän pyynnöstä. Viimeisimmän vahvistuksen jälkeen kysyin live chatista että miten kotiutukseni etenee, vastauksena tuli, että kotiutusta prosessoidaan parhaillaan. Tästä noin tunti eteenpäin sain sähköpostiin viestin, että tilini on suljettu (Kuvassa näkyvästä syystä) Ja jäljellä oleva saldo kasinolla on menetetty. Minulla ei ole kuin yksi käyttäjä kasinolle, vaikka väittivät toista. Trustpilot sivustolla muilla kyseisen kasinon pelaajilla huomasin myös samanlaisista tilanteista valituksia.

Dear Puju,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZoloBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• 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?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

1 There is none

2 I am

3 With active bonus

1 Ei ole

2 Olen

3 Aktiivisella bonuksella

Thank you very much, Puju, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Puju,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ZoloBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ZoloBet Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Dear Puju,

sorry for the late answer on this matter.

Thank you for reaching out. We understand your concerns regarding your account closure and withdrawal request. However, after a thorough investigation, we found that your account violated our Terms and Conditions, specifically the "Use of Player Account" section.

Our system detected that your account was linked to another account through the same IP address, which is a direct violation of our policy allowing only one account per person, household, or IP address. Additionally, both accounts claimed the same bonus, which is a strong indicator of bonus abuse or bonus hunting—a prohibited practice aimed at gaining an unfair advantage.

Due to these violations, your account was closed, and the balance was forfeited in accordance with our Terms and Conditions. Please note that account verification does not override a breach of our policies, and our team enforces these rules strictly to ensure fair play for all users.

While we understand your frustration, all players agree to these terms upon registration. If you have further questions, we encourage you to review our Terms and Conditions or contact our support team.

Kind Regards,

Zolobet Support Team

Dear ZoloBet Casino,

Thank you for your clarification.

Dear Puju,

I wanted to inform you that I’m currently in external communication with the casino representative and have raised additional inquiries regarding your case. I will keep you updated on any developments as soon as I receive the necessary information.

Thank you for your understanding and patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ZoloBet Casino,

As mentioned in our external communication, from our perspective, the use of the same IP address by multiple users does not, on its own, constitute sufficient evidence of multi-accounting or collusion - provided that each user can verify their identity and uses their own payment methods. An IP match alone is not a strong or conclusive indicator of fraudulent activity.

Additionally, the fact that two players claimed the same bonus does not, in itself, support the allegation of bonus hunting, unless there is clear evidence of fraudulent intent or an unfair advantage being taken over the casino or other players.

Given that the only evidence presented appears to be the IP match and bonus claim, we find it insufficient to support the action taken. I therefore strongly recommend that you reconsider the decision and reimburse the player's balance. Alternatively, if you believe the decision is justified, I ask that you provide additional, concrete evidence to support your claims.

Thank you for your understanding. I look forward to your response.

Dear Puju,

Unfortunately, the casino has not responded within the given timeframe. I also attempted external communication directly with a casino representative, but they have ceased contact as well. Without cooperation on their side, there is little more we can do at this stage.

As a result, I will mark the complaint as unresolved in our system. I completely understand that this outcome is far from ideal. However, unresolved complaints contribute to a decrease in the casino’s overall rating, which can help influence their future behavior and responsiveness.

Should the casino decide to re-engage and respond, we will promptly reopen the complaint and notify you by email.

In the meantime, I recommend submitting a complaint directly to the Anjouan Gaming Licensing Authority (AOFA). You can do this via the license badge typically found in the footer of the casino’s website.

For step-by-step guidance on how to effectively file your complaint with the regulator, please refer to this resource: https://casino.guru/submitting-complaints-to-regulators

If you need help with the submission process or receive any updates from the regulator, please don’t hesitate to reach out to me at jakub.m@casino.guru.

I'm truly sorry that I couldn't provide a more favorable resolution this time and appreciate your understanding.

Best Regards,

Kubo