ZetCasino - Igrač je uspeo da registruje nalog uprkos tome što je bio samoisključen iz drugog kazina.

Dear Casino Guru,

I would like to submit a complaint regarding ZetCasino concerning a serious failure to enforce responsible gambling measures.

Previously, I requested permanent account closure and self-exclusion due to gambling addiction at BigClash Casino. This request was not handled correctly, and I was allowed to continue gambling and incur losses. Following my complaint, BigClash Casino acknowledged their failure, issued a full refund, and permanently closed my account.

Despite this, I was subsequently able to register and gamble at ZetCasino, where I lost a total of 3,180 EUR within a very short period.

I registered at ZetCasino using the same email address and personal details as on BigClash, which means the operator could have clearly identified me as a self-excluded and vulnerable player.

Furthermore, both platforms appear to operate within the same network and share infrastructure. This is supported by:

- identical payment processor (Zentoria Limited) used across both platforms,

- additional processors (such as Decski),

- identical transaction classification (quasi-cash),

- and very similar customer support systems.

Given that the operator had already acknowledged a failure in enforcing my self-exclusion and was aware of my gambling problem, they had a responsibility to prevent me from accessing any related platforms, including ZetCasino.

Allowing me to continue gambling under these circumstances represents a repeated and serious failure in responsible gambling obligations.

I would also like to note that I have full records of all my transactions. A total of 3,180 EUR was deposited directly via my credit card, with additional deposits bringing the total to 3,346.01 EUR. I am able to provide full documentation upon request.

Therefore, I kindly request your assistance in obtaining a full refund of my deposits in the amount of 3,180 EUR.

For reference, here is my previous complaint regarding BigClash Casino, where the operator acknowledged the issue and issued a refund:

( https://casino.guru/complaints/bigclash-casino-player-s-account-closure-request-has )

I have also attached payment evidence demonstrating the shared payment infrastructure between both platforms.

Thank you very much for your assistance.

Kind regards, 

Enes

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Have you ever requested self-exclusion directly from ZetCasino? If so, please forward your account closure request, along with the casino’s response, to veronika.f@casino.guru.
• Have you completed the full KYC verification at this casino?

Please note that ZetCasino operates without a gaming license. According to the available Terms and Conditions, there is no indication that self-exclusion is shared across multiple casinos, and players are generally required to request self-exclusion separately with each operator. If you did not request self-exclusion from ZetCasino, we may not be able to hold the casino responsible for allowing you to register, deposit, and play.

Additionally, ZetCasino and BigClash Casino appear to operate independently, and there is no evidence suggesting that they share player databases.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronika,

Thank you for your response.

I would like to clarify that my concern is not based solely on whether I requested self-exclusion directly at ZetCasino.

The key issue is that the operator had already been made aware of my gambling problem. BigClash Casino previously acknowledged a failure in enforcing my self-exclusion request, issued a refund, and permanently closed my account. This clearly confirms that I was identified as a vulnerable player.

Despite this, I was able to register at ZetCasino using the same email address and personal details, deposit funds, and incur significant losses shortly after this incident.

This situation represents a repeated failure, where the operator had prior knowledge of my vulnerability but still allowed further gambling activity on a related platform.

Regarding your questions:

- I did not request self-exclusion directly at ZetCasino, as I reasonably believed that the previously acknowledged issue would prevent further access to similar platforms.

- No KYC verification was required by ZetCasino before allowing me to deposit and gamble, which further indicates insufficient safeguards for player protection.

While I understand that casinos may be treated as separate entities, in this case there are clear operational similarities, including identical payment processors (Zentoria Limited), similar transaction classifications, and very similar support systems.

Given the operator’s prior acknowledgment of failure and the clear ability to identify me through the same personal details, I believe there were sufficient means to prevent this situation.

I kindly ask you to review this case considering the repeated nature of the failure and the operator’s prior awareness of my situation.

Thank you very much for your assistance.

Kind regards, 

Enes

Dear Lucho777,

Thank you for your reply and for providing additional details.

We fully understand your concerns regarding responsible gambling and your previous experience with BigClash Casino. However, after carefully reviewing the information provided, we must clarify an important point.

Self-exclusion is applied on a per-casino basis unless explicitly stated otherwise in the Terms and Conditions or unless casinos operate under a shared licensing framework with a unified player database. In this case, there is no evidence that ZetCasino and BigClash Casino share player accounts, databases, or responsible gambling systems.

While you mentioned similarities such as payment processors or platform structure, these elements alone are not sufficient to prove that the casinos are operated by the same entity or that they share player data. Many independent casinos use the same third-party service providers without being directly connected in terms of user accounts or responsible gambling measures.

Since you did not request self-exclusion directly at ZetCasino, and there is no indication that your previous self-exclusion should have been automatically enforced across different platforms, we are unfortunately unable to hold ZetCasino responsible for allowing you to register and play.

We understand that this may not be the outcome you were hoping for. However, based on the available evidence and industry standards, we are unable to support your request for a refund in this case.

If you are experiencing difficulties with gambling, we strongly encourage you to consider using dedicated self-exclusion tools or blocking software that can help prevent access across multiple gambling platforms.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika