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Hi there ,

I played at zet casino for a while 3 weeks, maybe within it I deposited around 150 euros, always with a pay safe card

Then I did not want to pay out a small profit of 180 euros, let my account via Klarna which was confirmed by Klarna and the live chat from the casino as well as via email from the casino ....

After three days of waiting and every day the same confirmation email from the first day at the same time

The withdrawal was canceled and my account was frozen

After my inquiries, I only got the answer that you think you cheated in your experience. You block everything but after submitting a copy of your ID and bank account you can refund my last deposit

On my repeated request in which way I cheated, I only get the email that I cheated without explaining it

Hallo ,

Ich habe auf zet casino eine Weile gespielt 3 Wochen vielleicht innerhalb davon ca 150 Euro eingezahlt immer mit pay safe card 

Dann wollte ich nir einen kleinen Gewinn von 180 Euro auszahlen lassen sie mein Konto über klarna was auch von klarna und dem live Chat vom Casino sowie per email vom casino bestätigt wurde....

Nach drei Tagen Wartezeit und jeden Tag die gleiche Bestätigungs email vom ersten tag um die gleiche Uhrzei

Wurde die Auszahlung storniert und mein Konto gefroren 

Nach meinem nachfragen bekam ich nur die Antwort das sie in ihrem ermeesen denken betrogen zu haben alles sperren mir aber nach Vorlage von Kopie vom Ausweis und Bank Konto meine letzte Einzahlung erstatten

Auf meine mehrmalige Nachfrage in welcher art und weise ich betrogen habe bekomm ich nur die email das ich betrogen habe ohne es zu erklären 

Dear Christoph,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their justification, but, before we do that, please could you advise if you have accumulated your winnings with or without an active bonus? If you redeemed a promotional offer, please forward me a link of the specific bonus. I hope we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I can't rule it out completely but no I don't think that was from the bonus ...

Ich kann es zwar nicht ganz ausschließen aber nein ich denke nicht das das vom Bonus war...

Thank you very much Christoph for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Christoph, 

I looked at your case and the screenshots you uploaded. Do you know what sister casino is the casino support referring to? Do you have any statement from the sister casino?

No, unfortunately not.....

Nein leider nicht.....

Alright Christoph, 

I'll contact the casino and see what can be done here.

Dear @Christoph, Dear @Peter,

Thank you for bringing this matter to our attention. 

@Peter - please indicate a private email where we can send proof of fraud from customer.

@Christoph, please send the required documents to customer support team and I will get sure you are refunded the full amount of 180 EUR. 

Since several terms and conditions regarding fraud are breached, player account will remain closed.

Zet Casino Team

Hi Zet Casino Team,

My email address is: peter.m@casino.guru. 

Should I now send a copy of my ID and bank details to zet casino and get the 180 euros refunded ...

Which email exactly should I refer to casino guru?

Soll ich jetzt zet casino eine Kopie vom Ausweis sowie Bankverbindung zukommen lassen und bekomme die 180 Euro erstattet...

An welche email genau ind soll ich dann auf casino guru verweisen?

Christoph, contact the casino support and ask what documents exactly you should provide. Please let me know if you received the €180 here.

Dear Christoph,

As correctly Peter suggested, please send documents to customer support team on Zet Casino.

Peter, we have sent in private proof of fraud.

Thank you,

Zet Casino Team

Thank you Zet Casino for the email.

Christoph, your account was blocked because of the charge back you made in the sister casino. Have you contacted the casino support yet?

Yes, on April 24th, I sent an email to the casino with the required documents and a confirmation email with the reference that you would get back in a few days if the money was instructed

Ja am 24.04 morgens habe ich dem casino eine email geschickt mit denn erforderlichen Dokumenten und eine Bestätigungs email erhalten mit dem Verweis das mann sich in wenigen Tagen melden würde wenn das Geld angewiesen ist

Hi Christoph,

Have you received your €180 yet?

Hello yes it was on my account today

Thanks again to you

Hallo ja war heute auf meinem Konto drauf

Nochmals vielen Dank an euch

Hi Christoph,

That's good news. I'm glad to hear you received your funds. Thank you for using the Casino Guru complaint resolution center. I will now mark the complaint as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter