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I have been trying to delete my account for months and have been contacted more than 10 times via email

Losers always lose money

My account was actually permanent

Blocked because of game addiction this year it is open again I can't close it please help

Ich versuche schon Monaten mein Account zu löschen mehr als 10 male angeschrieben über Email

Verlierer immer wieder Geld

Mein Account war eigendlich dauerhaft

Gesperrt wegen Spiel sucht diese jahr ist es wieder offen ich krieg es nicht geschlossen bitte um Unterstützung

Hello besarion,

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?
• Do you have any evidence of your self-exclusion which you can forward 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

Dear team, the problem was just solved after I sent a screenshot of the complaint to zetcasino in the live chat

My account would be permanently frozen

Thank you for your help

Sehr geehrtes Team das Problem würde so eben gelöst nachdem ich ein Screenshot von der Beschwerde an das zetcasino im live chat gesendet habe

Mein Account würde dauerhaft eingefroren

Danke für eure Hilfe

Dear besarion,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru

We've reopened this complaint as per the player's request.

Message from the player:

Ladies and Gentlemen

Unfortunately, my account was reopened without my consent.

I have lost 400 euros, please help.

My account was permanently locked; it should never have been opened.

We’ve reopened this complaint as per the player’s request.

Message from the player:

Sehr geehrte Damen und Herren

Leider wurde mein Account wieder geöffnet ohne meine Zustimmung

Habe 400 Euro verloren bitte um Unterstützung

Mein Account war dauerhaft gesperrt es hätte nicht geöffnet werden dürfen

Dear besarion,

I will be taking over your complaint, as Nikolas no longer works for Casino Guru.

I’m sorry to hear that your account has allegedly been reopened despite being permanently closed due to gambling problems.

Could you please send me any supporting evidence showing that you requested a self-exclusion due to gambling addiction/problem gambling? Ideally, this would include emails, chat transcripts, or screenshots confirming the reason for the closure and that it was meant to be permanent. My email address is petronela.k@casino.guru.

Thank you in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela