Zizobet Casino – generel debat (side 3)

yes, I passed the video verification, then my account was closed in a few minutes, when I asked why, they made up some fairy tale about such a point of the regulations closed. obviously the game is not to pay out money, and this is not the first time they steal people's money, it's a funny casino, just like their explanation of the reason

If you don't feel like you did anything wrong and your account shouldn't have been closed, you can file a complaint with us, and our team will investigate the situation.

What do you think? Would you be interested? 

This casino kyc is as difficult as possibile . So Never again step in theremaybe i have to "Clap my Hands "as well

Hi, sometimes I ask myself how the casino expects a player to do all this when he only has two hands. I assume, though, that you’d go through all those steps one by one, and I’ve encountered this several times already, so it’s nothing unusual to me. If you have money there and want to withdraw it, you’ll have to successfully verify your identity.

So, do you have money there?

One more time and your account is banned. 🙂

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Zizobet voided £760 in winnings after instructing me to use my original verified account.

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Hey everyone,

I wanted to share a ridiculous situation I'm dealing with on Zizobet (operated by Santeda International) and see if anyone has managed to fight this or if a mod here can look into it. They just wiped £760 of my winnings by using a complete contradiction in their own emails.

Here is what happened:

I accidentally created a second account on Zizobet, played some free spins, and won £27.

The casino caught the duplicate, emailed me, and rightly closed that second account. All good there.

Cut to a week later: I get a completely separate email from Zizobet out of nowhere. They told me that they found my older, original account, that it was fully verified, and that it was now ready for me to use since the duplicate was cleared.

I logged into the original account just like they told me to. The system showed the free spins promo was sitting there available. I played it, turned it into £27, and managed to run that all the way up to £760.

I waited 24 hours, only for them to manually audit the account and completely wipe out my £760 balance. They are claiming a "bonus violation" because I used the promo on both accounts.

How is this fair? Their own team emailed me telling me to use the original account. If I was banned from bonuses because of the duplicate, their system shouldn't have let me claim it, and their team shouldn't have emailed me telling me the account was good to go. It feels like a massive trap where you play in good faith, but if you actually manage to win, they use the duplicate history as an excuse to never pay out.

I didn't even deposit—this was pure winnings from the run—but it feels incredibly shady. Has anyone else had success getting Santeda B.V. brands to honor wins when their own support emails contradict their terms?

Appreciate any advice or if a Casino Guru rep can take a look!

I’m looking for advice regarding a dispute with Zizobet. I won £760 after using winnings from a no-deposit free spins promotion. After I completed the required verification and requested a withdrawal, my winnings were confiscated and my withdrawal was refused. I believe this decision was unfair and have already submitted a formal complaint to the casino. I’m now looking for guidance from Casino Guru or anyone who has had a similar experience. Any advice would be greatly appreciated. Thank you.

Hi, I’ve read through your entire case, and I would have done exactly what you did and opened a complaint on our website.

I think that if you are aware that you created a second account and the casino voided your winnings because of that, then I’m not particularly surprised, as this is fairly standard procedure at most casinos.

Did you create the second account because you hadn’t played there for a long time and simply forgot that you already had an account, or was there another reason? For example, if you already had a verified account and then, a week later, created a new one to claim another free spins offer, welcome bonus, or other promotion that you had already used on your first account, then I can understand why the casino might void the winnings associated with that promotion.

That’s why I’m asking how the casino viewed the situation and how much time had passed between creating the two accounts. I think that could be important when determining whether this was considered bonus abuse, bonus hunting, or something similar. That said, this is probably more of a secondary point.

If you simply hadn’t played there for a long time, forgot that you already had an account, and this happened by mistake and you’ve acknowledged that yourself, then I think it’s understandable that the casino would close the second account.

However, if there was a bonus on your original account, the one where you were already verified and playing normally, that the casino gave you or left active, then I would say that this is more likely to be their mistake. If they didn’t want you to play with that bonus, they shouldn’t have made it available to you in the first place.

Anyway, we’ll see what our team says. This is just my personal observation. Our complaints team, or Attila, who is handling your complaint specifically, may come to a different conclusion. We’ll have to wait and see what he says.

Thank you for taking the time to read through my case.

The second account was not created to intentionally abuse bonuses or claim multiple welcome offers. I genuinely did not realise I already had an existing account. I have autism, which can affect my understanding of complex terms and account management, but there was never any intention to deceive the casino.

My original account had already been closed on 10 July. Before I even attempted to use the promotion on 16 July, I had already completed the verification process on the account I was using and received an email confirming that I was fully verified. Because my previous account had been closed and this account had been successfully verified, I genuinely believed I was complying with the casino’s Terms and Conditions.

When I logged in on 16 July, there were no issues with the bonus. I was able to activate it, complete the required wagering, and continue playing without any warnings or restrictions.

From the free spins, I won approximately £27. I then continued playing with those winnings and completed the bonus wagering requirements. After the bonus had been fully completed, I continued playing and increased my balance to £760.

What concerns me most is that the casino did not remove my balance or raise the duplicate account issue at the time the bonus was being used. It was only around 24 hours after I had completed the bonus requirements and played with the funds that the casino decided to remove my balance and void the winnings. If there was an issue with the account or promotion, I believe this should have been identified and communicated before allowing me to complete the process and continue playing.

I also spoke with one of your managers on live chat, who explained that the duplicate account could not be detected until after my verification had been completed. However, I don’t believe this explains what happened in my case because I had already been fully verified, had received confirmation of that by email, and was still allowed to activate the promotion, complete the bonus, and play without being informed there was any issue with my account.

Had I been informed at that stage that I was not eligible for the promotion or that there was a duplicate account issue, I would not have continued playing. Instead, the issue was only raised after I had won and submitted my withdrawal request.

That is why I believe the outcome was unfair. My complaint is not about the casino enforcing its rules, but about the fact that I was allowed to proceed through verification, receive confirmation that my account was verified, complete the bonus, and continue playing without any indication that there was a problem, only for my winnings to be confiscated afterwards.

I would also like to highlight that my account was left open and available for further play and deposits after the casino determined that I had breached the Terms and Conditions. If the account was considered ineligible or in breach, I do not understand why it was not immediately closed or restricted at that point. Leaving the account open gave me the impression that everything was still acceptable and allowed me to continue using the service. This added to my confusion and concern about how the situation was handled.

To support everything I have explained above, I will also attach screenshots of the verification confirmation, relevant emails, and live chat conversations, including the manager’s comments, so that Attila and the complaints team can review the full timeline and evidence.

Thank you again for taking the time to read my case, and I appreciate Attila and the complaints team reviewing it.

Attached screenshot below

Hi, I just wanted to clarify that I accidentally created this as a new forum post instead of replying to the existing discussion. Please treat this as an addition to my original case/discussion rather than a separate post.

Apologies for the confusion, and thank you for taking the time to read it.

Thank you for taking the time to read through my case.

The second account was not created to intentionally abuse bonuses or claim multiple welcome offers. I genuinely did not realise I already had an existing account. I have autism, which can affect my understanding of complex terms and account management, but there was never any intention to deceive the casino.

My original account had already been closed on 10 July. Before I even attempted to use the promotion on 16 July, I had already completed the verification process on the account I was using and received an email confirming that I was fully verified. Because my previous account had been closed and this account had been successfully verified, I genuinely believed I was complying with the casino’s Terms and Conditions.

When I logged in on 16 July, there were no issues with the bonus. I was able to activate it, complete the required wagering, and continue playing without any warnings or restrictions.

From the free spins, I won approximately £27. I then continued playing with those winnings and completed the bonus wagering requirements. After the bonus had been fully completed, I continued playing and increased my balance to £760.

What concerns me most is that the casino did not remove my balance or raise the duplicate account issue at the time the bonus was being used. It was only around 24 hours after I had completed the bonus requirements and played with the funds that the casino decided to remove my balance and void the winnings. If there was an issue with the account or promotion, I believe this should have been identified and communicated before allowing me to complete the process and continue playing.

I also spoke with one of your managers on live chat, who explained that the duplicate account could not be detected until after my verification had been completed. However, I don’t believe this explains what happened in my case because I had already been fully verified, had received confirmation of that by email, and was still allowed to activate the promotion, complete the bonus, and play without being informed there was any issue with my account.

Had I been informed at that stage that I was not eligible for the promotion or that there was a duplicate account issue, I would not have continued playing. Instead, the issue was only raised after I had won and submitted my withdrawal request.

That is why I believe the outcome was unfair. My complaint is not about the casino enforcing its rules, but about the fact that I was allowed to proceed through verification, receive confirmation that my account was verified, complete the bonus, and continue playing without any indication that there was a problem, only for my winnings to be confiscated afterwards.

I would also like to highlight that my account was left open and available for further play and deposits after the casino determined that I had breached the Terms and Conditions. If the account was considered ineligible or in breach, I do not understand why it was not immediately closed or restricted at that point. Leaving the account open gave me the impression that everything was still acceptable and allowed me to continue using the service. This added to my confusion and concern about how the situation was handled.

To support everything I have explained above, I will also attach screenshots of the verification confirmation, relevant emails, and live chat conversations, including the manager’s comments, so that Attila and the complaints team can review the full timeline and evidence.

Thank you again for taking the time to read my case, and I appreciate Attila and the complaints team reviewing it.

Sure, I understand what you mean and what you’re talking about in your post. Let’s wait and see what our team says and how the situation develops. If you have any new information, feel free to let me know. I’ll be glad to hear it, and I hope everything gets resolved fairly.

For now, that’s probably all I would say. And definitely keep those screenshots and everything else you have, so that if our team needs them, you’ll be able to provide them.🙂

Hi,

I’ve now received Zizobet’s final response from their complaints team. I’ve attached their email for your review.

I would also like to mention that I have autism. I genuinely did not believe I was breaking any rules or trying to gain an unfair advantage. I believe this is an important part of my circumstances and should be taken into account when reviewing my complaint.

Their response relies on the Terms & Conditions regarding multiple accounts but doesn’t address the specific points I raised in my complaint.

Please let me know if you need any further information or evidence from me.

Thank you for your continued assistance.

The only thing we can really do in this situation is wait for our team. I don’t want to promise you that this will be resolved or tell you how it will end, because I can see that the casino has taken a firm position on the matter.

Even though I take into account what you’ve told me and the circumstances of the situation, casinos always have their terms and conditions, and if a player violates them, the casino isn’t necessarily obligated to make an exception, even if the violation was unintentional.

There are cases where casinos decide to make an exception and allow a player to continue playing, but it depends on the specific situation, the casino, and the nature of the issue.

So, as I said, I think the best thing to do for now is to wait for our team. I can give you my opinion based on what I see and what you’ve shared, but ultimately, I won’t be the one deciding how this case is resolved.