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I sent a message asking what happens to the money in my account in case of self-exclusion, and was told that it is automatically lost. However, I never gave them permission to close my account; they did it on their own initiative.

Now, I am trying to communicate to resolve this issue, but they just say they will send me an e-mail, which has never been sent.

In general, they do not even respond to simple questions.

I would simply like my account to be reopened so that I can withdraw my funds.

Έστειλα μύνημα να ρωτήσω τι γίνεται με τα χρήματα που έχω στο λογαριασμό μου σε περίπτωση που κάνω αυτοαποκλεισμο και μου είπαν ότι χάνονται αυτόματα όποτε δεν τους έδωσα ποτέ έγκριση να κλείσουν το λογαριασμό και αυτή το έκαναν από μόνη τους

Και τώρα προσπαθώ να.επικοινωνισω να βγάλω άκρη και με μου λένε θα σας στείλουμε e mail το οποίο ποτέ δεν έχει σταλεί

Και γενικά δε μου απαντάνε ούτε σε απλά ερωτήματα

Θα ήθελα λοιπόν απλά να ανοίξει το account να κάνω ανάληψη το πόσο μου

Hello harrymast178,

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? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening

No it has not been verified because it said that no verification is needed

Of course, I typically sent some identification documents myself to support without ever getting a response

As I have not received a reply to any of the emails I have sent them

And the live chat keeps telling me airs and to wait for a response but it's been a week

The only money that has come in is that which was pending withdrawal of €2,000

But there were only 9 in the account

Καλησπέρα σας

Όχι δεν έχει επαληθευτεί διότι έγραφε ότι δεν χρειάζεται επαλήθευση

Έστειλα φυσικά εγώ τυπικά κάποια έγραφα ταυτοποίησης από μόνος μου στο support χωρίς να πάρω ποτέ απάντηση

Όπως δεν έχω πάρει απάντηση σε κανένα από τα email που τους έχω στείλει

Και το live chat μου λέει συνεχώς αερολογιες και ότι να περιμένω απάντηση αλλά έχει περάσει μια εβδομάδα

Τα μόνα λεφτά που έχουν μπει είναι αυτά που ήταν σε εκρεμη ανάληψη 2.000€ δηλαδή

Αλλά ήταν αλλά 9 στο account

They also tell me that the account has been closed with no possibility of reopening

Επίσης μου λένε ότι ο λογαριασμός έχει κλείσει με καμία δυνατότητα να ανοίξει ξανά

Thank you harrymast178 for all the information provided. As we will require more evidence regarding the exclusion from the casino, your complaint will be now forwarded to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello harrymast178,

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 player's account closure and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Dear all,

Thank you for reaching out.

Firstly, we would like to point out that the customer contacted our customer in chat on 24.02.2024 with the following statements:

I want to self-block so I can’t play anymore

Because I see that I’m starting to get addicted

On the same day, he was sent an email explaining that in the event of his account getting closed, his balance and pending withdrawals would be voided, and the last deposit returned in accordance with article 3.7 from our Terms and Conditions (https://zetcasino.com/en/rules):

3.7 Closure of your account: you may close your account at any time by contacting the customer service, however the below conditions apply:

- You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

- In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided and you will be returned the last deposit amount.

Afterwards, late night on 24.02.2024, the customer came to chat where he was frankly asked whether had problems with gambling, to which he responded positively. After receiving this statement, the customer support closed the account and acted in accordance with the aforementioned article from our terms and conditions - the customer had his last deposit returned with balance written off.

Best regards,

ZetCasino.com

Dear harrymast178,

Could you comment on the situation? Did or did you not explicitly ask the casino for self-exclusion due to a gambling problem?

Dear harrymast178,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.