REŠENO: ZoloBet kazino - Problem sa nalogom

Hello, I am contacting you as I am claiming a refund of $1500 from Zolobet Casino. I set limits in my account on 9.10.2024 in the evening. I have set the following limits: 10€ deposit limit/day 10€ deposit limit/month 10€ loss limit/day 10€ loss limit/month I have deliberately set these limits to reduce my gambling behavior. The next day, Thursday, October 10, 2024, I was able to delete my limits early in the morning and make direct deposits above my set limit. According to the casino, limits can only be changed after 24 hours. I made a deposit of $1500 on Thursday, October 10, 2024, even though I was not allowed to change my limit at that time. I then contacted the casino's support team and provided screenshots and videos proving that it was possible to change limits before the 24-hour period expired. I took screenshots of my limits on 9.10.2024, which I shared with the casino. The casino kept telling me they were working on the problem and solving it. In the end, I was simply told that I would not receive a refund because I supposedly never set limits on October 9th. However, I have proof that I did set limits as well as made videos, was able to clear limits and make deposits that were over the set limit. Please help me get a refund of $1500. Regards Pascal

Disputed amount: 1500$

Kazino: ZoloBet Casino

Case #: 2775

Dear Pascal107,

We've contacted the casino regarding this matter and will let you know once we receive their response.

Please keep an eye on this thread for updates.

Thank you.

Thank you.

If you need any proof or screenshots/videos I can immidiately provide them.

Hello Pascal107,

The casino rep is looking into your case and we will update you as soon as we receive their response.

Thank you for your patience.

Hello Pascal107,

We haven't heard back from the casino rep so we've sent them a reminder. Are there any updates on your side?

Please note that the casino reps are currently at the iGB conference, and there may be a delay in receiving a response from them. We kindly ask for your patience.

Thank you for your understanding.

Hello, no the support don't answer me anymore.

Hello Pascal107,

Our complaint managers and casino representatives are currently attending the IGB conference in Barcelona. 

Thank you for your patience.

Hello Pascal107,

We are still waiting for an update from the casino regarding your case.

Keep you posted on this thread.

Thank you for your understanding.

I think they are scammer. Would wonder if they agree because of their for a refund 

Hello Pascal107,

We still haven’t received any response from the casino rep, so we’ve sent them another reminder. Hopefully, this time we’ll get some feedback from them so we can assist you further.

Thank you for your patience.

Hello Pascal107,

We have received no response from the casino despite multiple attempts to follow up on your case. We would need to close the complaint due to the casino's unresponsiveness.

If they respond at any time, we will reopen the thread.

Thanks for your understanding.

Hello Pascal107,

We have reopened the complaint as we have received a response from the casino representative, which states the following:

The player did not set the limits correctly. Even after setting them, the player didn't apply them to the account and continued to play and withdraw as usual. Upon review, it was confirmed that the self-limitation was activated on 11/10/2024, and the last deposit was made before this limitation was applied. Additionally, a mandatory 24-hour waiting period is enforced after any changes to self-limitation settings, ensuring that users have time to reflect before making further adjustments. Based on this, the system followed the self-limitation procedure as intended, and it’s not possible to exceed the limits once activated. If the player has any additional information, he can reach out to the casino's customer support.

Since we have an explanation from the casino rep, we will mark this case as RESOLVED.