Complaint #68 Zet Casino

Responsible gambling policy breached - request for refund

By Doesti

1 year ago

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.

Disputed Casino Zet Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Zet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Doesti

1 year ago

Dear Zet Casino,

Let me be absolutely clear: the email I sent on April 26th, 2025 was my first and initial inquiry. I received no automatic confirmation, no reference number, and no response of any kind. Not in my inbox, not in my spam folder – nowhere.

You claim that your system automatically sends a confirmation with a ticket number for every support email received. Well, I’m sorry to say that this clearly didn’t happen here. I have already forwarded you the original message I sent, which proves it was delivered and sent from the correct address.

Also, I’d like to point out that nowhere in your Terms and Conditions is it stated that support inquiries generate a reference number or that customers are supposed to receive one. So your insistence on this as if it’s some formal process I was supposed to know about is simply unfounded.

Just because my May 1st message was acknowledged and assigned a ticket number does not mean the earlier one didn’t exist. Brushing off my first contact as if it never happened feels dishonest and deliberately dismissive.

I kindly ask you to stop repeating the same scripted reply and actually address the missing response to my first inquiry.

Kind Regards
Doesti

Zet Casino

• Representative

1 year ago

Dear Doesti,

We had explained this one week ago. However, we would like to add little more explanation to the previous one.

We would want to inform that whenever an email is sent to our support - the customer always receives an automated reply, which is a confirmation email with the "reference number". And this reference number is same as our conversation Ticket number.

When we had requested the reference number you had shared this number:- " 28164776 "

Which is the exact same ticket number to the email we received on May 1st, 2025. And later your account was closed on May 3rd, 2025.

We had already shared this evidence to Askgamblers team via email.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities! 

Kind regards,
ZetCasino team.

we can say is we only received initial request on May 1st, and the account was closed on May 3rd, 2025.

Zet Casino

• Representative

1 year ago

Dear Askgamblers,

We have replied to your email.

We are waiting for your update.

Best regards,
ZetCasino team.

Zet Casino Complaint Stats

Resolved 35 / 36

Avg. Amount $1,662

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Zet Casino Complaints

See all complaints for this casino

Complaint Regarding Delayed Withdrawal at ZetCasino

On 22 July 2026, I submitted a €600 withdrawal request at ZetCasino using Zimpler, which was the same payment method I had used to make my deposit.

On 26 July 2026, my first withdrawal request was cancelled without any explanation. After the cancellation, I noticed that Zimpler was no longer available as a withdrawal method, so I had no choice but to submit a new withdrawal request via bank transfer on the same day.

Despite this, my new withdrawal request has still not been processed.

I have contacted both customer support and my assigned VIP Manager several times to ask for the reason for the delay. Each time, I have only received vague responses and have simply been told to wait. No one has explained why my first withdrawal was cancelled, why my current withdrawal has not been processed, or when I can realistically expect to receive my funds.

My account does not require identity verification, and I have not been asked to provide any additional documents. I am also a VIP player, so I expected my withdrawal to be processed within the timeframes stated by the casino.

I find it very concerning that my first withdrawal request was cancelled without any explanation and that my new withdrawal request has also remained unprocessed. The repeated vague responses, without any clear explanation, raise concerns that withdrawals may be intentionally delayed without a legitimate reason.

I respectfully request that ZetCasino process my withdrawal without further delay or provide a clear written explanation of what is preventing my withdrawal from being processed and when I can realistically expect to receive my funds.

I hope this matter can be resolved promptly and fairly without the need for any further action.

Resolved

€600

Delayed payment 4250

Here we are again, another complaint for the same casino and for the same exact reason again....

It's been a month now that they are delaying payment.

The casino owes 4250 remaining balance. So far, they have managed to pay me 750 in 4 weeks despite my account being fully verified and having successfully withdrawn from this site in the past.

I have repeatedly contacted chat and been told it's coming, but nothing yet

94h left

$4,250

Self exclusion ignored since April 26th

Dear AskGamblers,

I would like to file a formal complaint against Zet Casino regarding their failure to process my self-exclusion request.

On April 26, I submitted my self-exclusion request by email to the exact address provided in Zet Casino’s terms and conditions. According to their policy, this was the required step to complete the self-exclusion process. I followed their instructions correctly, and I have a screenshot as proof of my request.

Despite this, my request was completely ignored. I received no confirmation, no response, and no indication that my account had been closed.

On June 13, I decided to check whether my account was still active, and I discovered that I was still able to log in and gamble. This means Zet Casino failed to enforce my self-exclusion, even though I had properly requested it.

As a result of this negligence, I suffered financial losses and deposited a total of €797 after June 13. I believe this situation could have been prevented if Zet Casino had fulfilled its responsibility.

I am requesting your assistance in reviewing this case and helping me recover my losses, as well as ensuring that Zet Casino permanently closes my account.

I have attached evidence of my self-exclusion request and the email address used, which matches the instructions in their own terms and conditions.

Thank you for your time and assistance.

Unresolved

€797

Zet Casino Delaying 690 Withdrawal for Two Weeks and Adding Unrequested Bonus

I requested a $690 withdrawal on May 24, 2026, and it is still not processed. I have contacted Zet Casino multiple times through both email and live chat, but I keep receiving the same generic responses without any clear explanation or payment date.

What concerns me even more is that during the second week of waiting, an “active bonus” suddenly appeared on my account, even though I did not activate or request any bonus. I am worried this may be used as a reason to further delay my withdrawal.

I am requesting that Zet Casino process my withdrawal immediately and explain why an active bonus was added to my account while my withdrawal remains pending.

Resolved

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Responsible Gaming tools violation

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 >

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Really Delayed Payment

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.

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$701

Delayed payment 6579

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.

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My payments are delayed

Hello Zet Casino,

Today I make a complaint because after 6 bussiness days, my withdrawals aren't paid, this delay doesn't have any stated reason, I needed this money for christmas...

Contacting the casino isn't helpful at all, the agents are very artificial, they just keep repeating an automated answer and can't help me at all.

So I have no other resource than making a formal complaint. I would really appreciate if I could get my 1500 euros soon since it's stated that they are paid within 3 bussiness days.

My 1500 EUR withdrawals are split in 3 of 500 due to my current VIP status limits.

Thanks AskGamblers for this space!

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500EUR Withdrawal delayed and then canceled without explanation

Hello there AskGamblers team, today I need your help to fill a complaint here because Zet Casino is having a shameful behaviour with me and my withdrawals, I requested a withdrawal around a week ago and even though it says 3 bussiness days, I was still waiting because it's normal for some casinos to delay payments.

But now after 1 week not only has it not been paid, but also cancelled by them and sending the money back into my casino account, this resets the timer which will make me get the money probably next year at this point.

When contacting the casino they give automated and generic answers, not being able to help and claiming that I cancelled it myself (I didn't lol and not possible payment provider because it's a crypto wallet), they are probably AI agents.

I need the money for christmas and I think ZetCasino should fullfill their word and pay my winnings like normal.

I already have another withdrawal of 500EUR which is already in the timeframe of being paid, hopefully this time ZetCasino pays in time and doesn't cancel it.
Thanks AskGamblers for this space.

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Tournament wins not given

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