ZetCasino - Hráčův účet a finanční prostředky byly zmrazeny.

Good morning,

The casino, after initially depositing money from withdrawals into my account, suddenly stopped and froze my account. The account is legally verified with all necessary documents. In addition, they have blocked me from the live chat so I can't send them messages. There's a remaining balance in my account which I no longer have access to - 21000 Euros.

Καλημέρα σας,

Το καζίνο ενω είχε ξεκινήσει κανονικά να μου βάζει χρήματα απο τις αναλήψεις ξαφνικά σταμάτησε και μου πάγωσε τον λογαριασμό. Ο λογαριασμός είναι ταυτοποιημένος κανονικά με όλα τα απαραίτητα έγγραφα. Επίσης με έκαναν block απο το live chat για να μην μπορώ να τους στέλνω μηνύματα. έχει μείνει ενα υπόλοιπο μεσα στον λογαριασμό που πλέον δεν εχω πρόσβαση 21000ευρώ

Hello miltoskaz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZetCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you have any bonus active on your casino account? Since when is your account closed? When was the last time you spoke to the casino and what was it about? Did they explain the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Could you please let me know if your account has already been verified and if so,

Yes, it has been verified

since when exactly?

here and 10 days

Have you had any bonuses active in your casino account?

No

Since when has your account been closed?

From yesterday, Monday 23/10

When was the last time you talked to the casino and what was it about?

they don't answer my emails and they blocked me from live support. last email on Monday when they announced the closure of the account

Did they explain why your account was banned?

they invoked an article 9.1 where I have not violated

Θα μπορούσατε να ενημερώσετε εάν ο λογαριασμός σας έχει ήδη επαληθευτεί και εάν ναι,

Ναι εχει επαληθευτεί

από πότε ακριβώς;

εδω και 10ημέρες

Είχατε κάποιο μπόνους ενεργό στον λογαριασμό σας στο καζίνο;

Οχι

Από πότε είναι κλειστός ο λογαριασμός σας;

Απο προχθές Δευτέρα 23/10

Πότε ήταν η τελευταία φορά που μιλήσατε στο καζίνο και τι ήταν αυτό;

δεν απαντάνε στα email μου και με έκαναν block απο το live support.τελευταίο mail την δευτέρα που ανακοίνωσαν το κλείσμο του λογαριασμού

Εξήγησαν τον λόγο αποκλεισμού του λογαριασμού σας;

επικαλέσθηκαν ενα αρθρο 9.1 οπου δεν εχω παραβεί

Thank you miltoskaz for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good evening, I am at your disposal for any information.

However, I have sent several emails to support@zetcasino.com and vip@zetcasino.com and no one has responded for 6 days neither to me nor to my lawyer

Καλησπέρα σας, είμαι στην διάθεση σας για οποιαδήποτε πληροφορία.

Ωστόσο έχω στείλει αρκετά emails στο support@zetcasino.com και στο vip@zetcasino.com και κανένας δεν έχει απαντήσει εδώ και 6 ημέρες ούτε σε εμένα αλλά ούτε στον δικηγόρο μου

Hello there,

Thank you miltoskaz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ZetCasino for their help in resolving this complaint. We would like to know why was the player's account frozen and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent an email to peter.c@casino.guru. Looking forward to your reply!

Best regards,

ZetCasino.com

Thank you very much for providing the information ZetCasino Team.

Dear miltoskaz, I understand your point of view and would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared.

I have asked the casino for some clarification on the matter, I will keep you updated about any further developments.

Thank you for your patience!

could i have any update?

You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 800 complaints simultaneously, necessitating thorough investigation and analysis for each case. I will update you when I have any further developments.

Dear Peter,

Thank you for your email.

Please be informed that a reply was provided. Looking forward to your reply.

Best regards,

ZetCasino.com

thank you mr.Peter for your reply.

Thank you very much for the clarification ZetCasino Team.

Dear miltoskaz, the casino has provided us with comprehensive evidence of fraudulent activity that leads us to believe that the steps the casino has taken in this case are justified. Due to that reason, 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.