Zet Casino - Responsible gambling policy breached - request for refund

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.

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.