ZetCasino - O pedido do jogador para encerramento da conta foi ignorado.

Dear Synaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@zetspins.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in the self-exclusion request. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I only received one answer, that I should contact araxio. I asked for contact details in the chat, but they didn't give me any, because I can find them on Google. But I don't know exactly what it is. I'm still waiting for a response.

Ich habe nur eine einzige Antwort erhalten,ich soll mich an araxio wenden. Im Chat fragte ich nach den Kontaktdaten,aber wurde mir nicht gegeben,da ich im google finden kann. Aber welche es genau ist,weiss ich nicht. Ich warte immer noch auf eine Rückmeldung.

Thank you for your reply, Synaro. Do I understand correctly that you sent the initial self-exclusion request from a different email address than the one you registered your account with?

Yes, exactly, since I have several email addresses for private purposes, I accidentally wrote with the wrong email address. But then I wrote another email with the correct email address, which is also registered with zetcasino, and also wrote that I accidentally wrote with the wrong email address first. Since then, no response and I still have access to my gaming account and deposits are still possible. A screenshot of my email is attached.

Ja genau,da ich mehrere Emailadressen habe für private Zwecke,habe ich versehentlich mit der falschen Emailadresse geschrieben. Habe dann aber erneut eine Email mit der richtigen Emailadresse geschrieben,die auch bei zetcasino registriert ist und habe auch geschrieben,dass ich ausversehen zuerst mit einer falschen Emailadresse geschrieben habe.Seitdem keine Rückmeldung und ich habe immer noch zugriff auf meinem Spielkonto und einzahlungen wären immer noch möglich. Ein Screenshot von meiner Email ist beigefügt

UPDATE: I received an email. The account has been closed, I checked and can confirm it.

And my issue regarding the refunds has been forwarded to the relevant department. That is the current status.

UPDATE: Ich habe eine Email erhalten. Das Konto wurde geschlossen,ich habe überprüft und kann es bestätigen.

Und mein Anliegen mit den Rückzahlungen wurde an das entsprechende Abteilung weitergeleitet. Das ist bis jetzt der aktuelle Stand.

Did you make any deposits after you contacted the casino using the registered email address? How many days did it take for your account to be closed after this message?

Additionally, please forward me the most recent communication between you and the casino.

Yes, I made deposits even after receiving the email with the registered email address on April 24, 2024. On the website of this casino, as you already mentioned, it says the following:

Request for self-exclusion: You can contact the support service team by email: support@zetspins.com , and we will close your account within the next 24 hours.

But that wasn't the case for me. My account was blocked much later, 6 days ago.

The casino did not follow the rules/contract, and therefore it is my right to get my losses back at least after April 24, 2024.

On May 3rd, 2024 I received an email that was not true. It said that the casino had not received any emails from my registered email address. However, I was able to easily prove this using the emails, as I wrote the email on April 24th, 2024 using the correct email address. I have not received any emails since May 3rd, 2024.

In the attachment you can see the last email from the casino and the last email from me, where I was able to prove that I wrote with the correct email address on April 24, 2024.

Everything can be seen in the appendix.

Ja,auch nach der Email mit der registrierten Emailadresse am 24.4.24,habe ich Einzahlungen getätigt. Auf der Seite von dieser Casino steht,wie sie bereits erwähnten folgendes:

Antrag auf Selbstausschluss: Sie können das Support-Service-Team per E-Mail kontaktieren: support@zetspins.com , und wir werden Ihr Konto innerhalb der nächsten 24 Stunden schließen.

Das war aber bei mir nicht der Fall. Mein Konto wurde viel später gesperrt,vor 6 Tagen.

Das Casino hat sich nicht an die Regeln/Vertrag gehalten,und somit ist es mein Recht,die Verluste zumindest nach dem 24.4.24 wieder zubekommen.

Am 3.5.24 bekam ich eine Email,die aber nicht der Wahrheit entspricht. Es stand drin, dass das Casino von meiner registrierten Emailadresse,keine Email erhalten haben. Dies konnte ich aber anhand der Emails problemlos beweisen,dass ich am 24.4.24 mit der richtigen Emailadresse die Email geschrieben habe.Seit dem 3.5.24 kam keine Email mehr.

Im Anhang können sie die letzte Email vom Casino und die letzte Email von mir sehen,wo ich nachweisen konnte,dass ich mit der richtigen Emailadresse am 24.4.24 geschrieben habe.

Im Anhang ist alles zu sehen.

So, you sent the self-exclusion request from the correct email address on April 24 and your account was closed 6 days later. Is that correct?

Also, please forward the request and all communication as an email thread (not a screenshot) to my email address - kristina.s@casino.guru. Thank you.

Yes, that's right. It wasn't blocked within the next 24 hours, so I was able to make further deposits. I've just sent the email thread.

Ja genau,dass ist richtig. Es wurde nicht innerhalb der nächsten 24 Stunden gesperrt,so konnte ich weitere Einzahlungen machen. Den Emailtread habe ich soeben gesendet.

Could you please clarify how much you deposited and lost in these 6 days?

In those 6 days I deposited another 1300€ and lost it all.

This could have been prevented if my account had been closed within 24 hours

es waren in den 6 Tagen nochmal 1300€ die ich eingezahlt und alles verloren habe.

Dies hätte man verhindern können,wenn man mein Konto in den 24 Stunden geschlossen hätte

Thank you very much, Synaro, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 Synaro,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear ZetCasino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I would like to mention again that Zetcasino did not comply with the 24-hour ban. The ban came far too late and I suffered financial damage as a result. Therefore, the casino is obliged to refund me the losses from April 24, 2024, and these were again large amounts. I hope that the problem will be resolved quickly.

Gerne erwähne ich nochmal,dass Zetcasino sich nicht an die innerhalb der nächsten 24 Stunden sperre gehalten hat. Die Sperre kam viel zu spät und ich erlitt dadurch finanzielle Schaden. Daher ist das Casino verpflichtet,mir die Verluste ab dem 24.4.24 zurückzuerstatten,und das waren wieder hohe Beträge. Ich hoffe,dass das Problem schnell gelöst wird.

Dear Michal,

We would like to inform you that the customer did not make any deposits after his closure request on 24.04.2024. Therefore there was no losses occurred in his account after this date. 

We sent you an email with the evidence. Looking forward to hearing from you. 

Yours sincerely,

Customer service

I would also like to see the evidence, I no longer have access to my account. Deposits were definitely made after that.

Gerne möchte ich auch die Beweise sehen,ich habe auf mein account keinen Zugriff mehr. Einzahlungen wurden defintiv danach auch getätigt..

But why does this email say that a new reply has been added, from Powbet Casino? I have nothing to do with Powbet Casino. This is about Zetcasino. And if Powbet says I haven't deposited anything after 4/24/24, then it's correct. Because I haven't played there. This is about Zetcasino, and after 4/24/24, I made further deposits.

Aber warum steht bei dieser Email,dass eine neue Antwort hinzugefügt wurde,und zwar vom Powbet Casino. Ich habe mit Powbet Casino nichts zutun. Es geht hier um Zetcasino. Und wenn Powbet schreibt,ich habe nach dem 24.4.24 nichts eingezahlt,dann ist es richtig. Weil ich dort nicht gespielt habe. Es geht um Zetcasino,und nach dem 24.4.24,habe ich weitere Einzahlungen getätigt.

Dear Synaro,

Due to the evidence I was able to review, it seems like you made your last deposit on 23.4. Would you be able to provide us with any bank statements that would prove that you made further deposits after 24.4?

Could you please send me the evidence top_spin2@web.de so that I can compare it with the bank statements. I also requested a GDPR statement so that I can prove 100% that payments were made.

Könnte sie mir bitte die nachweise an top_spin2@web.de senden,damit ich es mit den kontoauszügen vergleichen kann. Ich habe ausserdem vorhin eine DSGVO Auskungt gefordert,damit ich auch 100% nachweisen kann,dass zahlungen getätigt wurden.

Dear Michal

I have sent the evidence to your email address ( michal.v@casino.guru ) Posted.

It was exactly €1300 that I deposited starting on April 24, 2024. There was no response to the account being blocked within the next 24 hours and the casino is now obliged to refund me this loss.

The picture shows the payments from 23.4.24 (DPA thebeastskins)

To be sure that these are actually payments to Zetcasino, you can compare the amounts (160€ and 22€) with the proof from the casino.

Best regards

Emre Ezer

Lieber Michal

Die Beweise habe ich ihnen an ihre Emailadresse ( michal.v@casino.guru ) gesendet.

Es waren genau 1300€ die ich ab dem 24.4.24 eingezahlt habe. Auf die Kontosperrung innerhalb der nächsten 24 Stunden wurde nicht reagiert und das Casino ist jetzt verpflichtet mir diesen Verlust zurück zu erstatten.

Auf dem Bild sind die Zahlungen von 23.4.24 zu sehen (DPA thebeastskins)

Damit sie sich auch sicher sind,dass es sich tatsächlich um Zahlungen an Zetcasino handelt,können sie gerne die Beträge (160€ und 22€) mit dem Beweis vom Casino vergleichen.

Liebe Grüsse

Emre Ezer

Dear Zetcasino,

I have sent you an email regarding the transaction evidence provided by the player. I am waiting for your reply.

Dear Michal, 

We sent you the deposits made by the customer. Additionally, we sent the transaction history to the customer directly. 

We would like to inform you that the customer did not make any deposits to our casino after 23/04/2024. The transaction provided by the customer does not belong to the deposit to our casino. 

Thank you for understanding! 

Best Regards, 

Customer Service 

Dear Synaro,

Due to the evidence I was able to review, the situation seems to be as follows:

You made the last payment to ZetCasino in the amount of 22 euros on 22.4., after that payment, there were no more payments made to the casino.

I have to say that the timeframe of the self-exclusion process was longer than it should have been, but there are no refunds to be made in this case.

The rest of the deposits seem to have been made into a sister site of the ZetCasino, therefore they are not relevant in this case.

To confirm/disprove this, would you be able to send me the details of the payment that you made on the 22nd of April, and also any other payment that was supposedly made after this one so we could compare the payment details (account numbers, etc.)? Either post them here in the thread or email them to me.

I will be looking forward to your reply.

Since all payments from March 22, 2024 were made by credit card, the recipient's account number is not visible, only the name DPA *thebeastskins. And a sister casino site would also have to have a different name.

Da alle Zahlungen ab dem 22.3.24 mit Kreditkarte bezahlt wurde,ist der Kontonummer vom Empfänger nicht zu sehen nur der name überall DPA *thebeastskins. Und auch eine Schwester Casino-Seite müsste einen anderen Namen haben.

here are more pictures:

hier sind weitere bilder:

here are the last ones:

hier die letzten:

Dear Synaro,

I am in contact with the casino representative outside of this thread, I will let you know when I have updates. Your patience is appreciated.

Dear Michal, 

We replied to your email with additional evidences. Looking forward to hearing from you. 

Best Regards, 

Customer Service 

Hello michal,

If it is actually a sister casino, which is not the case, it is impossible that this other casino as the recipient is also called DPA thebeastskins. And I would like to know the name of the casino and a transaction list if available. That way we can compare everything. I also have the right to see the evidence. I have proven everything here.

Hallo michal,

Wenn es tatsächlich eine Schwestercasino ist,was aber nicht der Fall ist,ist es unmöglich dass dieser andere Casino als Empfänger auch DPA thebeastskins heisst. Und den Namen des casinos möchte ich gerne wissen und eine Transaktionsliste falls vorhanden. So kann man alles vergleichen. Ich hab auch das Recht,die Beweise zu sehen. Ich habe hier alles bewiesen.

Dear ZetCasino,

I have replied to your email. I am waiting for your update.

Dear Michal, 

We replied to your email. Looking forward to hearing from you. 

Best Regards, 

Customer Service 

Dear Synaro,

Due to the evidence I was able to review, I can confirm my previous statement:

"You made the last payment to ZetCasino in the amount of 22 euros on 22.4., after that payment, there were no more payments made to the casino.

I have to say that the timeframe of the self-exclusion process was longer than it should have been, but there are no refunds to be made in this case.

The rest of the deposits seem to have been made into a sister site of the ZetCasino, therefore they are not relevant in this case."

I was provided with evidence that confirms that you are the owner of the accounts in question, both ZetCasino and also the sister project of ZetCasino, to which you made the rest of the deposits after the last payment of 22 euros on the 22nd. of April.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal V, Casino.Guru