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Reopening an account without authorization after closing it due to gambling problems

RIAPERTURA ACCOUNT SENZA AUTORIZZAZIONE DOPO AVERLO CHIUSO PER PROBLEMI DI GIOCO D’AZZARDO

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly was your account reopened?
• How did you become aware that your account had been reopened by the casino?
• Could you please confirm whether you currently still have access to your account?
• When was the last time you made a deposit in this casino?

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

Best regards

Attila

HI

-I don't know the exact date when it was opened

- last deposits made on 06/25

-it's closed now because I asked to close it again

Ciao

-non so la data precisa di quando è stato aperto

-ultimi depositi effettuati data 25/06

-ora è chiuso perché ho chiesto nuovamente di chiuderlo

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

Dear Player, thank you for your response. Could you please confirm whether you have submitted the information requested by the casino? Has the casino provided any indication regarding the timeline for receiving your refund? Additionally, could you please forward your bank statement for the relevant period to demonstrate that the funds have not yet been received?

You can send the information to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

HI,

I sent everything and requested confirmation but to no avail. No refund arrived.

Ciao,

ho mandato tutto e richiesto la conferma ma senza successo. nessun rimborso arrivato

Even today no refund arrived and no communication from the casino which does not even respond to emails anymore

Anche oggi nessun rimborso arrivato e nessuna comunicazione da parte del casinò che non risponde nemmeno più alle mail

NO REFUND ARRIVED, NO RESPONSE FROM THE CASINO

NESSUN RIMBORSO ARRIVATO,NESSUNA RISPOSTA DA PARTE DEL CASINÒ

NO REFUND ARRIVED

NESSUN RIMBORSO ARRIVATO

It's been two weeks already. Please involve a casino representative in this conversation. They're not responding to my emails.

SONO PASSATE GIÀ DUE SETTIMANE,PER FAVORE COINVOLGETE UN RAPPRESENTANTE DEL CASINÒ IN QUESTA COMVERSAZIONE. A ME NON RISPONDONO ALLE MAIL

HELP ME PLEASE

AIUTATEMI PER FAVORE

STILL NO REFUND OR RESPONSE TO MY EMAILS FOR REFUND UPDATES. CASINO GURU, PLEASE HELP ME!

ANCORA NESSUN RIMBORSO NE RISPOSTA ALLE MIE MAIL SU AGGIORNAMENTI RIGUARDO AL RIMBORSO. CASINÒ GURU AIUTAMI PER FAVORE

This is today's answer. I feel like I'm being mocked.

Questa la risposta di oggi. Mi sento preso in giro

Still no refund

Ancora nessun rimborso

@casinoguru are you there? PLEASE HELP ME!

@casinoguru ci sei? AIUTAMI PER FAVORE

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that all of your messages in the complaint thread are visible to us. We would like to inform you that this platform is not a live chat, and both parties—the casino and our team—have up to 7 days to respond to each message. Thank you for your understanding

Hello Tommi272727,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

I would also like to invite the ZetCasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Will the player receive a refund of all funds deposited after account reopening? If so, is there a particular timeframe in which it may arrive?

Thank you in advance for providing us with your view of the issue.

Thanks Martin

Grazie Martin

In reality they offered me a refund of €500 instead of €800 and I accepted because I thought it would be a matter of a few days, but 10 days have passed since the refund email.

In realtà mi hanno offerto un rimborso di 500€ anziché di 800€ ed ho accettato poiché pensavo fosse una cosa di pochi giorni,ma sono passati 10 giorni dal momento della mail di rimborso

Hi Martin, I forwarded the entire conversation with the casino to your personal email.

Ciao Martin,ho inoltrato l’intera conversazione con il casinò sulla tua mail personale

Dear Tommi272727,

thank you for your continued cooperation. Unfortunately, I have not received your message, could you please try again? My email address is martin.l@casino.guru

Done

Fatto

Dear Tommi272727,

I can confirm I have received your message, I am sorry to hear the process is still being delayed. I hope we receive a response soon.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Zet Casino Team

Dear casino representative,

thank you for your message. Could you please check with the relevant department and provide us with an approximate timeframe for completing the review and processing the agreed refund?

We look forward to your response.

Dear @zetcasino, you sent the refund email on June 29th. It's July 13th. What's there to analyze?

I also ACCEPTED the partial refund of €500 only if it had taken place on 29/06 as can be seen from the emails I forwarded to Martin.

After almost a month I believe the full refund of €800 is due.

Thank you

Caro @zetcasino hai mandato la mail di rimborso il 29/06. Siamo al 13/07 cosa c’è da analizzare?

inoltre avevo ACCETATTO il rimborso parziale di 500€ solo se fosse avvenuto nella giornata del 29/06 come si evince dalle mail che ho inoltrato a Martin.

Dopo quasi un mese credo che il rimborso totale di 800€ sia dovuto.

Grazie

Dear Player,

Thank you for your patience while we reviewed your inquiry.

We sincerely apologize for any inconvenience you experienced. Please be assured that, per your request, your account has now been officialy closed.

Regarding your refund request, a total of 800 EUR has been successfully scheduled for processing today, July 13. Please note that depending on your payment provider and your bank's processing protocols, it may take 3 to 5 working days for the funds to reflect in your account.

Thank you again for your cooperation throughout this process.

We now consider this matter fully resolved.

Best regards,

Zet Casino Team

I don't see any withdrawal email, in my opinion this response is also a joke

Non vedo nessuna mail di prelievo,secondo me anche questa risposta è una presa in giro

Dear casino representative,

thank you for very much for the update, we will now await the confirmation from the player's side.

Dear Tommi272727,

I fully understand your frustration with the process, but considering the fact that we have now received explicit confirmation from the casino in the thread, I believe we are moving in the right direction.

Please allow the next few days for the payment to arrive, I hope we will be able to obtain your confirmation soon.

Dear Martin,

As you can see, Casino Guru had to intervene in a situation that could have been resolved 2 weeks ago, since the casino acknowledged its mistake.

I think it's normal that I'm a little skeptical and then I repeat I haven't seen any "manual withdrawal" emails yet.

Caro Martin,

come vedi è dovuto intervenire Casinò Guru in una situazione che poteva essere risolta già 2 settimane fa,poiché il casinò ha riconosciuto il proprio errore.

Credo sia normale che io sia un po scettico e poi ripeto non vedo ad ora nessuna mail di "prelievo manuale"

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommi272727,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin