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Dear borisbeara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any supporting evidence to petronela.k@casino.guru?

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

Best regards,

Petronela

Additional comments from the player:

"See Appendix 1 and 2.

It is not even denied that 250 euros in the Tuge were deducted from the purchase of free spins without corresponding consideration

But only 200 were well written

Ridiculous

Love from

Boris B **** "

Additional comments from the player:

"Siehe Anhang 1 und 2.

Es wird nichtmals verneint, dass mir 250 Euro im Tuge vom Kauf von Freispielen abgezogen wurden ohne entsprechende Gegenleistung 

Es wurden aber nur 200 gut geschrieben 

Lächerlich 

Lieben Gruß

Boris B****"

Thank you, borisbeara, for your email. Do I understand correctly that the entire amount of €250 was deducted for the Free Spins and they were never rewarded?

That's right

Das ist richtig

Thank you very much, borisbeara, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Dear borisbeara,

I have 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.

Dear Customer,

Thank you for reaching out to us.

First of all, we would like to express our sincere regret for the situation that occurred and will do our best to prevent similar technical issues from happening again in the future.

As we can see, in your correspondence with us, you are referring to 3 bets:

- 43.6 EUR, placed on 28.12.2021 in the game Cubes 2 (no winnings were received)

- 100 EUR, placed on 28.12.2021 in the game Hellcatraz (no winnings were received)

- 120 EUR, placed on 28.12.2021 in the game Bompers (the winnings in the amount of 350.44 EUR were credited to your gaming balance in 4 minutes after placing the bet)

Considering that 2 cash bonuses of 100 EUR each were credited to your gaming account as compensation for the issue on 06.01.2022 and 07.01.2022 respectively, the amount of both bets with not credited winnings was returned to you.

We are also glad to inform you that a 50 EUR cash bonus has been just credited to your gaming account as a sign of our loyalty towards you.

In case of any further questions, please, do not hesitate to contact us back.

Best regards,

ZetCasino.com

Thank you ZetCasino team for your reply.

Dear borisbeara,

Can we consider the issue to be solved?

Dear borisbeara,

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

Even though we assume that the issue has been resolved, without confirmation from the player, we are rejecting this complaint.