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I charged 100 euros 3x times when I kicked I won up to 1100 euros and wanted to pay 500 off. And then my account would be blocked supposedly would have been a Doblikat account. Today I got 100 euro transferred

Ich habe 3x mal 100 euro auf geladen beim tritten mal gewann ich bis 1100 euro wollte 500 aus zahlen . Und dann würde mein konto gesperrt angeblich hätte ein Doblikat konto . Heute bekamm 100 euro überberwisen

Dear Marco, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To shortly answer your questions - opening more than one account is against the T&Cs of most online casinos. I checked the 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. ..."

Do I understand correctly that you are not aware of having more than one account? If not, is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

Looking forward to hearing from you.

Best regards, 

Kristina

I reported everything correctly

Ich habe alles korekkt gemeldet

How does that work at all 2 account on the same email and account number. I wanted to pay out 200 first, then it all went, but then I canceled it because I had so much and then I wanted to pay out 500 and then the story started. Even if they all win now, I had to get 300 again and not 100

Wie geht das überhaupt 2 konto über gleiche email u konto nummer . Ich wollte erst 200 auszahlen da ging das alles aber da hab ich das stoniert weil ich ja soviel hatte und dann wollte ich 500 auszahlen und dann ging die geschichte los . Selbst wenn die jetzt alle gewinne stonieren musste ich 300 wieder bekommen und nich 100

Do I understand correctly that you have created two accounts using the same credentials?

Dear Marco,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

If I have 2 accounts it had to be saved

Wenn ich 2 kontos habe musste doch das gespeichert sein

I am sorry Marco, but I don't understand. Could you please elaborate? My last question was if you have created two accounts using the same credentials.

Dear Marco,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

That can be to skip the bonos

Das kann sein um den bonos zu überspringen

But I don't know anymore

Aber das weis ich nicht mehr

Marco, I would greatly appreciate it if you could start communicating clearly, otherwise, I will be forced to reject this complaint. Thank you for understanding.

I have not created a 2 account maybe I was hacked

Ich habe kein 2 konto angelegt vielleicht bin ich gehäckt wurden

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

Hi Marco,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite ZetCasino to the conversation to participate in the resolution of this complaint.

Good day,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.

Indeed, during the routine check the account was identified as duplicate and closed in accordance with our aforementioned point from our Terms and Conditions.

We hope this clarifies the matter.

Please feel free to contact us in case there are further questions.

Sincerely,

ZetCasino

Hello ZetCasino team,

Thank you for your reply. Please send all relevant evidence supporting this claim to my email address (peter.m@casino.guru).

What documents do you need?

Welche unterlagen benötigen sie ?

Hi all, sorry for the late reply.

Dear ZetCasino team,

Thank you for the email.

Dear Marco,

Does anyone else in your family or a person living with you have an account in the casino?

From my sister's husband

Von meiner schwester der mann

Thank you Marco.

Dear ZetCasino,

The player/players made an honest mistake by opening more than one account from the same household. However, since the player didn't take any bonuses and made several "pure" deposits, and didn't win an unfair advantage, we believe this case should be judged individually.

Dear All,

Thank you for reaching out.

We would like to reference the point from our Terms and Conditions that was already mentioned in this correspondence:

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. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

<…>

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it.

Our rules are universal for all of the players and creating the duplicate is not allowed no matter if promotions are used or not. Therefore, unfortunately, we are not able to make an exception in this case. We kindly advise the client to be more careful in the future.

We hope the above clarifies our position.

Sincerely,

Zet Casino

Dear ZetCasino,

According to your T&Cs you mentioned:

"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."

We are strongly convinced that if two players provably living at the same address who can provide all necessary documents to finish their KYC can't be considered fraudsters and should get paid their winnings. There is no problem if you want to ban them from your services in the future, but they should get paid.

Dear All,

Thank you for reaching out.

Based on the repeated internal investigation, we have decided to make an exception for the player this time and proceed with the payment of their winnings. As soon as the payment is processed, we will notify the player.

We would like to highlight that the decision was based on several points discussed in this conversation, as well as additional facts discovered via our investigation. We are offering the payment of the winnings to the client to settle the case, however, we still advise them to be careful with duplicate accounts in the future.

We hope that above settles the matter.

Please feel free to contact us at any time.

Sincerely,

Zet Casino

Dear ZetCasino team,

Thank you very much for reconsidering and for your help.

Dear Marco,

Please let me know when you receive your winnings.

Yes, I do thank you

Ja mache ich danke schön

1000 euros would be transferred successfully thanks for your help.

1000 euro würden erfolgreich überwiesen danke für ihre hilfe .

Hi Marco,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter