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Hi, I reluctantly write this post. Not thinking of getting to that .. I made a win of 500 euros on the zetcasino casino, today I received email from the financial department, where it was said, that my account is suspected of duplicate account and therefore the winnings have been lost. . first of all I would like to challenge this, and prove my identity by sending documents or any other factor that could direct my identity to me .. it seems absurd that they make me deposit sums of money and then send me these emails like this .. please help me

Salve , scrivo a malincuore questo post . Non pensando di arrivare a ciò .. ho fatto una vincita di 500 euro sul casino zetcasino , oggi mi è arrivata email dal dipartimento finanziario , dove è stato detto , che il mio account è sospetto di account duplicato e quindi le vincite sono andate perse .. in primis vorrei contestare ciò , e comprovare la mia identità attraverso invio documenti o qualsiasi altro fattore che possa indirizzare a me l’identità .. mi pare assurdo che mi facciano depositare somme di denaro e poi inviarmi queste email così.. perfavore aiutatemi

Dear Alebarba709, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://zetcasino.com/en/rules) and I found this:

„3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. ..."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here)?

Looking forward to hearing from you.

Best regards, 

Kristina

yes, a member of the family used the same casino, but I don't understand .. also because it happened previously with another casino, the same thing .. but they didn't close my account .. on the contrary I sent the documents and the problem was solved! So I can't explain why I don't have time to justify or not they gave me the opportunity to do .. so how should I act on it?

si , un membro della famiglia ha utilizzato stesso casinó, però non capisco .. anche perché successe precedentemente con un altro casinó, la stessa cosa .. ma non mi chiusero account .. anzi inviai le documentazioni e il problema fu risolto ! Perciò non mi spiego il perché manco il tempo di giustificare o meno mi hanno dato la possibilità di fare ..quindi come dovrei agire in merito ?

Alebarba709, thank you for your reply. Would you be so kind and indicate, whether both of you activated any bonuses?

I haven't activated any kind of bonus, I think the other member does, even if I don't see what the difference is, there is I think it's irrelevant, right?

io non ho attivato alcun tipo di bonus, penso che l'altro membro si, anche se non vedo quale sia la differenza, c'è penso sia una cosa irrilevante no?

Thank you for confirmation, Alebarba709. Actually, if you would take any bonuses there wouldn't be a chance of resolving this case.

Has the other family member already verified her/his identity?

yes the other has verified identity but previously .. so how should I move I don't understand ,? it really was an injustice ..

si l'altro ha verificato identità ma precedentemente.. quindi come dovrei muovermi non capisco,? veramente è stata un ingiustizia ..

Thank you very much Alebarba709 for your cooperation so far. I will now transfer your complaint to my colleague Nick who will be at your assistance. I would like to point out that cases like this usually don't have a positive outcome, but we will at least try.

I would like to ask Zet Casino to join us and help us resolve the player's issue.

Dear alebarba,

I'm really sorry to inform you that your complaint will now be rejected. We have received proof from the casino that your really did created multiple accounts in the casino, which is against their terms and conditions, so there isn't anything we can do for you. Please do not hesitate to contact us if you will come across any other trouble in the future.

Best regards,

Nick

Casino.guru