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Good afternoon

zetcasino closed my account more than 1 month ago. i go to support and they don't give me back my 150$ that i had inside. they always postpone it. i sent more than 5 emails and nothing. please solve it

Boa tarde

O site zetcasino fechou me a conta faz mais de 1 mes. vou no suporte e nao me devolvem os meus 150$ que tinham lá dentro. adiam sempre. enviei mais de 5 emails e nada. por favor resolvar

Hello luizabrao17,

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?
• Why did the casino block your account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

has been verified.

for no apparent reason.

I've been asking the same question for days.

foi verificada.

sem razao aparente.

faz dias e sobre a mesma questao.

Hello luizabrao17,

Would it be possible to forward the full e-mail communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear luizabrao17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

here it is. please help me they refuse to pay me my funds.

Thank you luizabrao17 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear luizabrao17,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite ZetCasino to join the conversation.

Dear ZetCasino,

Can you please provide more information on what is causing the delay in refunding the player's funds? The player has been waiting for more than a month to receive the funds. Such a significant delay is not in line with the anticipated swift processing time that would be expected from a highly rated casino like yours.

If there are any confidential factors affecting this matter, please feel free to share them with me at michal.k@casino.guru.

It seems that zetcasino wants to take my 150$. They keep saying nothing

Parece que o zetcasino quer ficar com os meus 150$. Continuam a dizer nada

Dear All,

We'll check this and get back to you.

Kind regards,

ZetCasino team

Pay my balance. 150$ inside the account.

Paguem o meu saldo. 150$ dentro da conta.

Hello luizabrao17,

On May 21st, we had sent an email requesting for your payment details to help you with your balance amount.

As we did not receive any response we have sent another email once again, just now.

Please check the email and share the requested details so we can proceed accordingly.

Kind regards,

ZetCasino team.

i just seen it, i sent you my wallet address ERC 20 so you can pay me my funds.

Dear luizabrao17,

We'll check it and get back to you soon.

Kind regards,

ZetCasino team

so how much longer will it take you to pay the remainder of my account balance? your email doesn't answer. i've already sent you my wallet address. Can you process the payment?

então vão demorar quanto tempo mais a pagar o restante do saldo da minha conta? o vosso email nao responde. ja enviei ai o meu endereço de carteira. Podem processar o pagamento?

Dear Luiz,

Unfortunately, we couldn't process a withdrawal using this payment method.

We emailed you on 28.05.25 asking for your alternative payment details. Please reply to it and we'll proceed with arranging a manual withdrawal:

• Skrill
• Neteller
• Cryptocurrency (BTC, LTC, DOGE)

Kind regards,

ZetCasino team

good afternoon. i replied 9 days ago to your email, i gave you 3 options. Please check the email and process to my skrill or my bitcoin account bc1qgqz83fcjgzuf3ltu03893k0umdwd06a8eyhjsl

boa tarde. eu respondi faz 9 dias ao vosso email, dei 3 opçoes. Por favor vejam o email e processem para o meu skrill diogo.viriato@hotmail.com ou entao a minha conta bitcoin bc1qgqz83fcjgzuf3ltu03893k0umdwd06a8eyhjsl

Dear customer,

Thank you for contacting Zetcasino KYC Department.

Please note, that we do not process e-mail requests at the moment. If you wish to check your verification status, please visit https://zetcasino.com/en/account/verification.

Best Regards,

Zetcasino

qual é o email mesmo? visto que que já enviei 5 emails, e volta sempre.

Dear luizabrao17,

We've made a new withdrawal request via BTC, it'll be processed in the nearest time.

Kind regards,

ZetCasino team

Dear luizabrao17,

Please be informed that the withdrawal request has been processed from our side today.

Kind regards,

ZetCasino team

Thank you for the update, ZetCasino team.

Dear luizabrao17,

Please confirm receipt of the funds.

Dear luizabrao17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear luizabrao17,

While it appears that the matter has been clarified, and you have received the winnings, we have not received any further confirmation from you regarding this or if you require additional support. Regrettably, we must proceed with rejecting this complaint. I would like to thank the casino team for their cooperation.

Please feel free to reach out to us if you encounter any problems with this or any other casino in the future, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru

We have received the following confirmation from the player:

Yes, I have received it. 

As per the player's confirmation, I will be closing this complaint as addressed/resolved. I would like to thank both parties for their cooperation.

As you know, luizabrao17, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru