Not acting inline with their own Responsible Gaming policy

Hi,

Over a year ago, I requested to have my account self-excluded permanently and also permanently closed due to having a gambling addiction. Although it took a lot of back and forth by email, the account was closed and inaccessible.

A few days ago, I received an email about a $75 bonus that was added to my account. Me having a gambling addiction, it obviously peeked my interest. I went to Zetcasino.com and magically my account had been reopened and this, without MY written consent.

Since then, I have spent and lost $1200. I emailed them two days ago to have my account closed and explicitly explained, AGAIN, that I have a gambling addiction: that my account CANNOT be reopened u.

ANY circumstance. I received no reply and the Live Chat agent simply told me to email them again.

This is completely unacceptable. I believe this is a case of complete negligence and failure to uphold basic responsible gambling policy and I am requesting a full refund and my account to be permanently self-excluded and closed as I requested a year ago. Not short term, PERMANENTLY. This is for my safety and personal mental wellbeing!!! Please take this seriously!!

Please note I have added proof if this in this new complaint.***

< first name removed >

I've been waiting over 2 weeks now on my withdrawal of 701$ and still haven’t been paid out. Everytime I talk to the chat or email, which is everyday for updates, I get the same answer, like I’m talking to robots or a.i.. It ain’t fair to the player that puts their hard-earned money in and doesn’t get their withdrawal. I'm really upset about it, considering < personal information removed > and was happy with the extra money.

Hello there, zetcasino has been delaying payment on me for over a month now, for an amount of 6579.35$ ...I have repeatedly contacted them via chat and email and nothing has been resolved. my account is fully verified and have received payments in the past. My pending's have now been pending since January 30th, i feel I've been patient enough with this casino.

Dear AskGamblers Team,

I’m reaching out to file a complaint against Zet Casino due to a serious issue involving my self-exclusion request, which was not handled according to their stated policies.

On April 26, 2025, I submitted a self-exclusion request via email, as instructed on the casino’s website, due to a gambling addiction. I did not receive a response.

According to the casino’s responsible gambling policy, self-exclusion requests should be processed within 24 hours. However, as of May 1, 2025—five days later—my account was still active, and I was able to continue gambling. This resulted in further financial losses that could have been prevented had my request been handled promptly.

On May 1, I contacted the casino again. They replied by assigning a case number to my request. On May 4, 2025, I received an email confirming that my account had finally been closed. In that same message, they also wrote: “Please be assured that your request is being treated as a priority, and we will get back to you with an update as soon as possible.”

However, since then, I have received no further communication from the casino.

In my email from May 1, I clearly asked for a response and resolution within 7 calendar days. I also provided screenshots of their Terms and Conditions and evidence of transactions made between April 27 and May 1, during the time when my account should have already been closed.

This delay in processing my self-exclusion request is a violation of their own responsible gambling policy and demonstrates a failure to protect vulnerable players.

I am therefore requesting a refund of the losses incurred during this period in the total amount of €1,186.

I kindly ask for AskGamblers’ support in resolving this matter and ensuring the casino is held accountable.

Thank you for your assistance.

I requested to withdraw my 32$ from my balance to my crypto account using USDT. It took me 10 seconds to deposit but I've been waiting for more than 10 days to get back my money. I know it sounds funny for most people to complain about 30$ but it's like 1/4 of my monthly salary. Everytime I contact support, they keep postponing me until further notice reasons are technical malfunction/ Deparment Finance receiving alot of requests/ holidays and weekends. I want my money back I've been patient enough I tried sending emails to support they never replied to me. I contacted live support he told me ur withdrawal is not visible until I send him a proof lmaoo xd I copy pasted the chat between me and the support guy below:

On March 11, I played a session of live casino Blackjack Manchester via the ZetCasino platform. During the game, the dealer made an error — he accidentally took two cards and mistakenly locked in the wrong card, which resulted in me being marked as the loser. The game was immediately paused, the cards were rechecked, and the dealer admitted his mistake, apologized, and clearly confirmed that I was the actual winner.

However, my winnings were never credited to my account.

I promptly contacted ZetCasino live support, provided all the necessary information, and was told that the matter would be looked into shortly.

A week later, with no resolution, I followed up again. This time I was told that they were waiting for a response from the Blackjack Manchester provider. I understood and waited patiently.

Meanwhile, out of curiosity, I reached out directly to Blackjack Manchester support. To my surprise, they confirmed that they had already notified ZetCasino of the error right after the incident, confirming that the payout should be made. They even sent the notification again, just in case.

I then contacted ZetCasino again and informed them that Blackjack Manchester had already provided everything needed. Since then, for three weeks in a row, I have only been told that the case is being handled "at the highest level" and that I am a "priority."

As of now, nearly a month has passed, and there has still been no resolution or payout, despite the dealer’s acknowledged mistake and the provider’s confirmation

I have been playing on Zet Casino now for over 6 months.

I have deposited there many many times and spent thousands and thousands there and all deposits I have made there were approved instantly. I finally won a little and decided to withdraw and my first withdrawal of $1200 was fine I had it within a couple of days. I wanted to withdraw all my winnings but they apparently have $1200 limits for withdrawal for my level. So I tried withdrawing $1200 for the second time after my first withdrawal was processed and received and have been waiting now a week for my money but it still sits there pending at Zet Casino.

I would also like to mention I had winnings of almost 10k but their limiting withdrawals made me play more and of course, lose most of my winnings which I think is ridiculous.

But anyway I am still waiting now one week for my withdrawal and they keep telling me “Your withdrawal is safe and be patient” I have all my chat transcripts kept and screenshots of my withdrawal etc. I just want what’s rightfully mine. Thank you.