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Dear Basel,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier history? My email address is petronela.k@casino.guru. Could you please specify how much is your active balance at the moment?

I have checked terms and conditions, and this is what I found https://www.zevcasino.com/en/static-texts/terms-and-conditions:

„ CLOSURE AND TERMINATION BY YOU

14.1 Provided that Your Account does not show that a balance is due to us, You are entitled to close Your Account and terminate the Terms of Use on not less than twenty four hours’ notice to us at any time, by contacting us through support@zevcasino.com:

14.1.1 indicating Your wish to close Your Account; and

14.1.2 stating the reasons why You wish to close Your Account, in particular if You are doing so because of concerns over the level of Your use of the same.

We will respond to Your request, confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms of Use shall terminate).

14.2 When You request closure of Your Account under paragraph 14.1 we will, subject to paragraph 13.3, return any outstanding balance in Your Account to You."

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

Best regards,

Petronela

Good day,

I currently have no more credit at Zev Casino.

After trying desperately to close my account there over 11 days, it took 4 emails and I expect ZEV Casino to refund my deposit. The request to close the account was not overlooked. You saw in my chat that I sent you that the casino even replied to my email with a new bonus offer. The casino has tried several times to keep my account open even when there was no more money in the account. That is not overlooked that I left on purpose.

They even wrote that it was disappointing that I wanted to close my account.

Tell me what i need. I sent you the evidence that the account was left open for 11 days and deposits continued to be accepted. Thank you Basel09

Guten Tag,

derzeit habe ich kein Guthaben mehr bei Zev Casino.

Nach dem ich verzweifelt versucht habe mein Konto dort zu schliessen über 11 Tage hat es gedauert und es hat 4 Emails gebraucht erwarte ich von ZEV Casino die Rückerstattung meiner Einzahlung. Die Anfrage das Konto zu schliessen wurde nicht übersehen. Sie haben in meinem Chat verlauf den ich Ihnen gesendet habe, gesehen dass das Casino auf meine Email sogar mit einem neuen Bonus Offer geantwortet hat. Mehrfach hat das Casino versucht mein Konto offen zu halten auch als kein Geld mehr auf dem Konto war. Das ist nicht übersehen das ich absichtlich aufgelassen.

Sie haben sogar geschrieben das es enttäuschend ist das ich mein Konto schliessen wollte.

Sagen Sie mir was ich brauche. Die Beweise habe ich Ihnen gesendet, dass das Konto über 11 Tage offen gelassen wurde und weiter Einzahlungen akzeptiert wurden. Besten Dank Basel09

Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier history? 

Dear Basel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Basel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Thomas,

I'm taking over your complaint. I will contact the casino and see what can be done.

Dear CasinoGuru,

In regards to your request received on 18th of October, 2020 we would like to inform you on following:

There is a player named Thomas Lermen, who registered wit our site 2 month ago - 20th of July, 2020. 

Two month he has been using our services and asked several times for special bonuses. 

14th of September, 2020 - he asked to close his account due to his gambling addiction. According to his request we closed his account. 

15th of September 2020 - we reopened his account, because his withdrawal request was cancelled by payment provider. 

There is no other option how player can get his money from his account, if it's not open. He used this situation and lost all his money, despite our request which we sent in email. 

Several times asked for money refund, which he has lost. With player we agreed for gift voucher from our side. During this time he continued to use our services. 

19th of Septmeber, 2020 - according to players request we closed his account and will never reopen it again. After he lost all his winnings and canceled all withdrawal requests, again asked for money refund. 

He took advantage of this situation and now trying to make his money back. We wanted to help him to get his money faster in his pocket. 

In regards to above explained, we had only one goal faster payout money to player. We as supporters of responsible gambling, can confirm that player account is blocked.

All above mentioned operations have been performed in accordance with ZevCasino Terms and Conditions as we are licensed under Curacao Gaming Licence No.8048/JAZZ2015-035.

Kind regards,

ZevCasino Team

Dear ZEV Casino management

I hope you checked your answer carefully. Publicly and legibly for all, they admit that they keep accounts open despite repeated reports of gambling addiction. Yes correct they have reopened the account due to the failed payout.

But instead of deleting the account, they offered a bonus to a gambling addict. It is like offering alcohol to an alcoholic as compensation.

You then left my account open for several days and allowed further deposits of around € 1500.

Not only is it deeply unethical, it is against your own policy.

You don't take gambling addiction seriously otherwise you would have responded responsibly to one of my multiple requests for which I have evidence.

I expect the refund of the deposits after 09/19/20 and expect that you as a company will take responsibility.

Kind regards

Basel09

Sehr geehrtes ZEV Casino management

ich hoffe das sie ihre Antwort genau geprüft haben. Öffentlich und für alle leserlich geben sie zu dass sie Konten trotz mehrfachen Hinweis der Spielsucht offen halten.ja korrekt sie haben das Konto wieder geöffnet aufgrund der fehlgeschlagenen Auszahlung.

Aber anstelle das Konto dann zu löschen haben sie einem Spielsüchtigen Bonus angeboten. Das ist als würden sie einem Alkohol kranken Alkohol als wieder gutmachung anbieten.

Darauf hin haben Sie mein Konto über mehrere Tage weiterhin offen gelassen und weitere Einzahlungen über rund 1500€ zugelassen.

das ist nicht nur zutiefst unethisch es verstößt sogar gegen ihre eigne policy.

sie nehmen Spielsucht nicht ernst sonst hätten Sie auf eine meiner Mehrfachen Anfragen für die ich Nachweise habe verantwortungsbewusst reagiert.

ich erwarte die Rückerstattung der Einzahlungen nach dem 19.09.20 und erwarte Dass sie als Unternehmen Verantwortung übernehmen.

mfg

Basel09

Hello everyone, thank you for the replies.

Dear ZevCasino Team,

We are well aware of Thomas' gambling addiction and that he may try everything to keep on playing. That's why the casinos have their responsible gaming policy and tools to protect such players. We don't consider a system to be very effective where the player's account is closed due to a gambling problem, only to be reopened next day and lets him deposit money several days later. As soon as a player mentions a gambling problem, his account should be closed immediately without the option to reopen it and their funds should be sent to the player by wire transfer or any other available payment method. Could you please forward the player's game history to my email address (peter.m@casino.guru)?

Dear CasinoGuru,

How we mentioned before there was no other option how player can get his money because of a lot of restrictions. Switzerland is not supported by wire transfer. 

Yes, of course we can send you players game history. 

Regards,

ZevCasino Team

Dear ZEV Casino team,

you can simply answer the question and confirm that it is correct that you have accepted further deposits. It is true that you had to reopen the account for the withdrawal. But after I gambled away the credit, you continued to accept deposits and were in contact with me again and again via chat.

We're talking about you allowing further deposits anyway. You could also have blocked the deposit. According to your General Terms and Conditions, you offer these tools.

Unfortunately, these tools still do not work even though they offer them.

If you as a company would take responsibility and face the fact that I have asked you several times via email to close my account, even where there was no money in the account and you did nothing, you would protect other players with it.

Your behavior shows that you are making a profit with gambling addicts.

Thank you for your opinion.

Basel09

Liebes ZEV Casino Team,

können Sie einfach die Frage beantworten und damit auch bestätigen, ist es richtig, dass Sie weitere Einzahlung akzeptiert haben. Es ist richtig dass Sie das Konto wieder öffnen mussten für die Auszahlung. Aber Sie haben nach dem ich das Guthaben verspielt habe, weiterhin Einzahlungen akzeptiert und waren mit mir immer wieder in Kontakt auch via Chat.

Wir sprechen hier darüber, dass Sie trotzdem weitere Einzahlungen erlaubt haben. Sie hätten auch die Einzahlung Blockieren können laut Ihren AGBS bieten Sie diese tools ja an.

Leider funktionieren diese tools bis heute nicht obwohl Sie das anbieten.

Wenn Sie als Unternehmen Verantwortung übernehmen würden und sich den fakten Stellen würden, dass ich Sie mehrfach auch via Email aufgefordert habe mein Konto zu schliessen, auch wo kein Geld auf dem Konto war und Sie nichts gemacht haben, würden Sie andere Spieler damit Schützen.

Ihr Verhalten zeigt, dass Sie Profit mit Spielsüchtigen machen.

Besten Dank für Ihre Stellungnahme.

Basel09

Dear Zevcasino,

This doesn't change the fact that you let a player with a self exclusion deposit and lose his money. Will he be refunded?

We would like to ask the ZevCasino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

I contacted the casino several times myself to find a common solution and even offer a comparison. The casino has not commented on this either.

A shame and clearly shows that ZEV Casino makes profit with gambling addicts. Therefore I can only recommend to every player not to play at this casino.

Ich habe das Casino selbst nochmals mehrfach kontaktiert um eine gemeinsame Lösung zu finden sogar einen Vergleich anzubieten. Das Casino hat auch dazu keine Stellung genommen.

Sehr schade und zeigt deutlich das ZEV Casino Profit mit Spielsüchtigen macht. Daher kann ich nur jedem Spieler empfehlen nicht in diesem Casino zu spielen.

Hi Thomas,

I’m afraid, there is not much that can be done now. We can't really force casinos to pay the players. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. I recommend you to contact the Curacao Gaming Authority and submit a complaint with them (complaints.ems@ems-management.com). They may be able to help you.

Best regards,

Peter