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Dear team, my account has been blocked because I did not comply with the verification requests in a timely manner. I found out when I asked. I was then paid back my last deposit of €20. However, it is proven to be around €800. When I asked repeatedly, I only got the answer that the administration had decided that I was no longer allowed to play there. I have sent ID card. Please support me to claim my now 780€ open winnings. Thanks in advance.

Liebes Team, mein Konto wurde gesperrt, da ich den Verifizierungs Aufforderungen nicht fristgerecht nachgekommen bin. Das habe ich auf Nachfrage erfahren. Man hat mir dann meine letzte Einzahlung 20 € ausgezahlt. Es geht jedoch nachweislich um 800 €. Auf wiederholter Nachfrage bekomme ich nur die Antwort, die Verwaltung hätte beschlossen, ich darf nicht mehr dort spielen. Ich habe Personalausweis übermittelt. Bitte unterstützen Sie mich meine jetzt 780€ offenen Gewinne einzufordern. Danke im Voraus.

Dear Knallvoll,

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 your winnings have been cancelled due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear team, thank you for taking care of my problem.

I would like to answer your questions in detail.

The following was written to me after the account was closed..:,,

Please note that due to point 5.3 of the Terms and Conditions your account has been closed and winnings have been deducted. To refund your final deposit, please provide the following information:

Full Name (please provide all names including middle names)

E-mail

Bank account holder name

IBAN/account no.

bank name

Bank Location (Country)

SWIFT BIC

..."

I have transmitted the data and asked whether further data is required.

On 01/26/23 I wrote the following message to kyc@zetcasino.com...:,,

I signed up to Casombie.com today.

This seems to be related to you with Tilaros limited. I was banned via Casombie. You too now. :(

Why is that? Should I confirm my identity to them? I would be happy to send you my ID card. I want to keep playing with you.

However, if you do not want this, then I would still like to receive my money from my current payouts. Can you confirm this for me? "

On February 27th, 2023 I wrote...:,,

Attached is a copy of my ID card, which confirms my identity. With a request to reactivate my account and payout as already confirmed.

Please let us resolve the issue in a reasonable time frame."

On 2/3/23 I wrote...:,,

I would like to repeatedly ask for a reply and payment of the outstanding winnings.

I would also like to ask you to let me know under what conditions my account will be unlocked again.

Thank you in advance for your support."

The answer was...:,,

Please note that your account has been closed due to an administrative decision"

My question was not answered about what I need to submit to have my account unblocked and how to get my money.

The winnings were made with no active bonus.

Best regards

banging

Liebes Team, danke, dass Sie sich meinem Problem annehmen.

Bezüglich Ihrer Rückfragen möchte ich gern ausführlich antworten.

Folgendes wurde mir nach Konto Schließung geschrieben..:,,

Bitte beachten Sie, dass Ihr Konto aufgrund von Punkt 5.3 der AGB geschlossen und Gewinne abgezogen wurden. Um Ihre letzte Anzahlung zurückzuerstatten, geben Sie bitte die folgenden Informationen an:

Vollständiger Name (bitte geben Sie alle Namen einschließlich zweiter Vornamen an)

Email

Name des Bankkontoinhabers

IBAN/Konto-Nr.

Bank Name

Bankstandort (Land)

SWIFT BIC

..."

Die Daten habe ich übermittelt und gefragt, ob weitere Daten erforderlich sind.

Am 26.01.23 habe ich folgende Nachricht an kyc@zetcasino.com geschrieben...:,,

Ich habe mich heute bei Casombie.com angemeldet. 

Dies scheint mit der Tilaros limited mit Ihnen zusammen zu hängen. Über Casombie wurde ich gesperrt. Bei Ihnen jetzt auch. :(

Woran liegt das ? Soll ich ihnen meine Identität bestätigen? Ich sende ihnen gern meine ID Karte zu. Ich möchte weiter bei Euch spielen.

Wenn Sie dies jedoch nicht möchten dann möchte ich mein Geld aus meinen aktuellen Auszahlungen noch erhalten. Können Sie mir dies bestätigen? "

Am 27.02.2023 habe ich geschrieben...:,,

anbei eine Kopie meiner ID Karte, welche meine Identität bestätigt. Mit der Bitte um Re Aktivierung meines Kontos und Auszahlung wie bereits bestätigt.

Bitte lassen Sie uns das Thema in einem angemessenen Zeitrahmen lösen."

Am 03.02.23 habe ich geschrieben...:,,

ich möchte wiederholt um Antwort und Zahlung der ausstehenden Gewinne bitten.

Ebenfalls möchte ich darum bitten mir mitzuteilen, unter welchen Bedingungen mein Konto wieder entsperrt wird.

Ich bedanke mich im Voraus für Ihren Support."

Darauf hin wurde geantwortet...:,,

Bitte beachten Sie, dass Ihr Konto aufgrund einer Entscheidung der Verwaltung geschlossen wurde"

Meine Frage wurde nicht beantwortet, was ich übermitteln muss damit mein Konto entsperrt wird und wie ich an mein Geld komme.

Die Gewinne wurden ohne aktiven Bonus erzielt.

Liebe Grüße

Knallvoll

By the way, I have already tried several times to send the documents by e-mail, unfortunately without success, which I also communicated in the live chat. After that I didn't receive any more requests, only now after my account was closed.

Best regards

banging

Die Dokumente habe ich übrigens bereits mehrfach versucht per Mail zu übermitteln, leider ohne Erfolg, was ich im Live-Chat auch mitgeteilt hatte. Danach habe ich keine Aufforderung mehr erhalten gehabt, erst jetzt nach dem mein Konto geschlossen wurde.

Liebe Grüße

Knallvoll

Thank you very much, Knallvoll, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Knallvoll,

I am so sorry to hear your account got blocked and the rest of the funds confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a ZetCasino representative to join this conversation and participate in the resolution of this complaint.

Dear ZetCasino,

Could you please state why the player's account got blocked? Could you please explain why the players winning were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 Stefan, thank you for your commitment.

I hope that the casino will act in a customer-oriented manner and offer a solution.

If this were simply ignored, it would clearly be a very bad reputation and warning to all players.

Best regards

Dennis

Hallo Stefan, danke für Euren Einsatz.

Ich hoffe, dass Casino wird kundenorientiert handeln und eine Lösung anbieten.

Sollte dies einfach ignoriert werden, wäre das eine eindeutig sehr schlechte Reputation und Warnung an alle Spieler.

Liebe Grüße

Dennis

Dear Customer,

Thank you for contacting us.

We would like to inform you that your account was closed and winnings were confiscated as your account couldn't complete verification and due to the document requests being ignored. 

The Identity card and Proof of address was first requested on 09.06.2022. However, we received an expired ID card after our document reminder sent on 07.09.2022.

08.09.2022 - we requested a valid ID card but no response received from your side.

28.09.2022 - We sent reminder again about the documents but the request was ignored.

Please note that it breaches our following terms and conditions: 

- 5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Kindly be informed that the actions were taken according to our terms and conditions by giving sufficient time to complete the verification. 

We would also like to inform you that your last deposit of 20 EUR was refunded back as per our following terms and conditions: 

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

We hope that it has clarified the case to you! 

Sincerely, 

ZetCasino.com

Dear ZetCasino,

We do not believe that unfinished verification is a fraud or improper or illegal activity. I would like to ask you to verify the player's identity. If the verification is complete, the player should be eligible to withdraw the funds.

Thank you very much for your understanding.

Kind regards,

Stefan

Dear Team,

Thank you for your input. 

We would like to inform you that we have sent an email to the customer with a request of certain documents such as ID, proof of address and ownership of the bank account. 

We kindly ask the customer to send the requested documents. 

As soon as the documents are received, we assure that it will be checked with priority.

Thank you for your co-operation! 

Best Wishes, 

ZetCasino.com

Dear ZetCasino,

Thank you very much for the information provided.

Dear Knallvoll,

Could you please send the necessary documents requested by the casino and let me know once you do that?

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

the required documents have just been emailed to ZetCasino Support as requested.

Best regards

Dennis

Lieber Stefan,

die erforderlichen Dokumente sind wie gewünscht soeben per Mail an den ZetCasino Support geschickt worden.

Viele Grüße

Dennis

Dear Dennis,

Thank you for your response and the information provided.

Dear ZetCasino,

Could you please review the documents and give us the statement here regarding the player's verification?

Thank you very much in advance.

Kind regards,

Stefan

Dear Customer, 

We would like to inform you that your account has been successfully verified and the deducted amount of 780 EUR has been recredited back to your account. 

Thank you for your co-operation! 

Sincerely, 

ZetCasino

Dear ZetCasino team,

I can confirm this. Thank you for your cooperation.

Dear Stefan,

Thank you for your support, without which the case would not have been solved.

You are great.

Thanks and best regards

Dennis

Liebes ZetCasino Team,

dies kann ich bestätigen. Danke für Ihre Kooperation.

Lieber Stefan,

Danke für Eure Unterstützung, ohne die der Fall so nicht gelöst worden wäre.

Ihr seid klasse.

Danke und Viele Grüße

Dennis

My issue is still not resolved.

I would like to withdraw money but it is not possible. See Appendix.

Why should I fulfill this condition now?

I had already won the money.

Noch ist mein Anliegen noch nicht gelöst.

Ich möchte mir Geld auszahlen lassen aber es geht nicht. Siehe Anhang.

Warum soll ich jetzt diese Bedingung erfüllen?

Das Geld hatte ich bereits gewonnen.

Dear Knallvoll,

Thank you for your response and the information provided.

Dear ZetCasino,

Could you please state why the player is unable to withdraw the funds?

I am looking forward to your response.

Kind regards,

Stefan

Dear Team, 

As we can see, the customer has played with the funds that we re-credited back to his account. 

In order to request withdrawal, we kindly ask the customer to select the same payment option that was used to make the deposit. 

In addition, the customer can request a withdrawal of 500 EUR/ day and a maximum of 3 withdrawal requests at a time as per our terms and conditions. 

Thank you for understanding! 

Sincerely, 

Zetcasino.com

Hello everyone,

I can confirm that the payout is now working.

Thanks to all involved.

Best regards

Dennis

Hallo zusammen,

ich kann bestätigen, dass es nun mit der Auszahlung funktioniert.

Danke an alle Beteiligten.

Liebe Grüße

Dennis

Dear Knallvoll,

Have you tried to request a withdrawal of up to 500€ with the same payment option?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

I had always done it with one and the same payment option. It was due to the fact that the €780 was declared as a deposit with rollover x1 before I actually turned over the money. Now it works, but it should have worked directly.

Thank you

Best regards

banging

Lieber Stefan,

Ich hatte es bis jetzt immer mit ein und der selben Zahlungsoption gemacht. Es hing daran, bevor ich das Geld dann doch umgesetzt habe, das die 780,-€ als Einzahlung mit Rollover x1 deklariert wurden. Jetzt geht es ja, hätte aber direkt funktionieren müssen.

Danke Euch

Liebe Grüße

Knallvoll

Dear Knallvoll,

Thank you for your response and the information provided.

Please let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

The payments came in today.

Best regards

banging

Lieber Stefan,

Die Zahlungen sind heute eingegangen.

Liebe Grüße

Knallvoll

Dear Knallvoll,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan