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Hello, I am contacting you because I am requesting a refund of $1500 from Zolobet Casino.

On 10/09/2024 in the evening, I set limits on my account.

Specifically, I set the following limits:

10€ deposit limit per day

10€ deposit limit per month

10€ loss limit per day

10€ loss limit per month

I set these limits consciously to reduce my gambling behavior.

The next day, Thursday, October 10, 2024,

early in the morning, I was able to delete my limits and make deposits beyond my set limit.

According to the casino's statement, changing the limits should only be possible after 24 hours.

On Thursday, 10/10/2024, I made deposits totaling $1500, despite the fact that I should not have been able to change my limit at that time.

After that, I contacted the casino support and provided screenshots and videos proving that it was possible to change the limits before the 24-hour waiting period expired.

On 10/09/2024, I took screenshots of my limits, which I shared with the casino.

The casino kept telling me that they were working on the issue and solving it.

Eventually, I was simply told that I would not receive a refund because they claimed I supposedly never set limits on October 9.

However, I have evidence that I did set limits, as well as videos showing I was able to delete limits and make deposits beyond the set limits.

Please help me in obtaining a refund of approximately $1500.

Hallo, ich melde mich bei Ihnen, da ich eine Rückerstattung von 1500 $ vom Zolobet Casino fordere.

Ich habe am 9.10.2024 gegen Abends Limits in meinem Account eingestellt.

Und zwar habe ich folgende Limits eingestellt:

10€ Einzahlungslimit/Tag

10€ Einzahlungslimit/Monat

10€ Verlustlimit/Tag

10€ Verlustlimit/Monat

Ich habe diese Limits bewusst eingestellt, um mein Spielverhalten zu reduzieren.

Am nächsten Tag, Donnerstag, den 10. Oktober 2024

konnte ich früh morgens meine Limits löschen und direkt Einzahlungen über meinem eingestellten Limit hinaus tätigen.

Laut Aussage des Casinos ist eine Änderung der Limits erst nach 24 Stunden möglich.

Ich habe am Donnerstag, den 10.10.2024 Einzahlungen in Höhe von 1500$ getätigt, obwohl ich zu dieser Zeit mein Limit noch nicht hätte ändern dürfen.

Danach habe ich den Support des Casinos kontaktiert, habe Screenshots und auch Videos bereitgestellt, die nachweisen, dass es vor Ablauf der 24 Stunden Frist möglich war, Limits zu ändern.

Ich habe am 9.10.2024 Screenshots von meinen Limits gemacht, welche ich auf dem Casino mitgeteilt habe.

Das Casino sagte mir ständig, man arbeite an dem Problem und löst es.

Letztendlich wurde mir einfach gesagt, dass ich keine Rückerstattung erhalte, da ich angeblich nie Limits am 9. Oktober eingestellt habe.

Ich habe jedoch sowohl Beweise davon, dass ich Limits eingestellt habe, als auch Videos getätigt, in der Lage war, Limits zu löschen und Einzahlungen zu tätigen, die über dem eingestellten Limit hinaus waren.

Bitte helfen Sie mir, eine Rückerstattung in Höhe von ungefähr 1500 $ zu erhalten.

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Where did you find the information that changing the limits is only possible after 24 hours?

Could you please provide any evidence that you set the limits?

Could you please share your communication with the casino regarding the limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello, I have sent you an email with proof of a short explanation regarding the limit setting.

In a separate email I forwarded the complete correspondence between me and the casino

Hallo, ich habe dir eine E-Mail gesendet mit einem Beweis einer kurzen Erklärung, bezüglich der Limitsetzung.

In einer separaten E-Mail habe ich den kompletten Schriftverkehr zwischen mir und dem Casino weitergeleitet

Dear xSerious169, I received only your email regarding the communication with the casino.

Please share the supporting evidence and the source of the information regarding the 24-hour limit change requirement.

Hello, I found the 24-hour limit change in the casino's terms and conditions and support confirmed it to me again via email.

I found the original information when I googled the operator of the site, Datu 365 Group Ltd., and the license No. ALSI-102404010-FB and their requirements for responsible gaming, which are imposed on the casinos.

Hallo, das mit der 24h Limitänderung habe ich in den Bedingungen des Casinos gefunden und das wurde mir vom Support nochmal via Email bestätigt.

die ursprünglichen Informationen hatte ich gefunden, als ich den Betreiber der Seite Datu 365 Group Ltd. Und die Lizenz No. ALSI-102404010-FB gegoogelt haben und deren Anforderungen an das verantwortliche spielen, was den Casinos auferlegt wird.

Dear xSerious169, please share the mentioned evidence, screenshots, and videos you provided to the casino. My email address is dominika.l@casino.guru.

Hello, I have already sent all relevant evidence and communication with the casino by email.

Hallo, ich habe doch schon alle relevanten Beweise und die Kommunikation mit dem Casino per E-Mail geschickt.

Dear xSerious169, I only received the communication with the casino. Please share all available evidence, including the mentioned screenshots and videos.

Hello Dominika,

I have sent you another email.

In the email you will find the following evidence:

-The casino's statement regarding the limit change (only after 24 hours)

-A video of me proving to you that I set the limits on October 9, 2024 in the evening including a time stamp

-A video showing how I had a limit active, how I was able to delete the limit and make deposits directly above the limit

Can you let me know if you received it?

Hallo Dominika,

Ich habe dir eine erneute email gesendet.

In der email findest du folgende Nachweise:

-Die Aussage vom Casino bezüglich der Limitänderung (erst nach 24h)

-Ein Video, wie ich ihnen nachweise, dass ich am 09.10.2024 die Limits abends gesetzt habe inkl Zeitstempel

-Ein Video, was zeigt, wie ein Limit von mir aktiv war, ich das Limit löschen und direkt über dem Limit hinaus Einzahlungen tätigen konnte

kanns du mir kurz Bescheid geben, ob du es erhalten hast?

Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear xSerious169,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since ZoloBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear xSerious169,

Thank you for bringing this matter to our attention. We sincerely apologize for the delayed response and any inconvenience caused.

Please be assured that we are currently investigating your case and working to resolve it as quickly as possible. We understand your concerns and are committed to providing a fair and transparent solution.

We will update you with our findings and the next steps as soon as possible. Your patience and understanding are greatly appreciated.

Best regards,

Zolobet Casino Team

Dear ZoloBet Casino,

Nearly a week has passed since our last communication, so I wanted to follow up to check if there are any updates regarding your investigation.

Are you able to provide any details at this time?

Thank you for your attention to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.