ZetCasino, Oh My Spins Casino, Winota Casino, GREATwin Casino, Quickwin Casino, Joker8 Casino Support And Complaints Thread

Hey there, casino fans! 

My name is Peter and I am your  ZetCasino rep. I am here to keep in touch with all of you, so please feel free to contact me if you have any questions or feedback, negative or positive.

About ZetCasino

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Joker8 Casino - updated 1st February, 2024.

Welcome to LCB forum Peter! Thank you for being available to assist our mebers! 

Welcome to LCB community, Peter! 

Hello, Peter! Glad to have you here to assist our members! 

Welcome on board Peter. Thanks fo joining our forum. 

Welcome to the best forum Peter!

Welcome Peter 

Thank you all for this warm welcome!

Hi  :)

I have played at Zetcasino and won a little bif of money.

After placing a withdrawal request (supposed to take 24 hours I think) I have sent all the standard stuff and some extra stuff as verification process.

Now they want to see all my Skrill transactions, dating months back.
They first asked to see the account topup for my skrill, but I did not top up my account in that time. I did send that screenshot. I thought that was it because that is what their term (which they quoted to me) says, the account topup in the last months.

But now they request everything. I do not want to give out the financial information that has nothing to do with the casino to the casino. :)

Is there anyone here who could help me out maybe? :)

Hello Kr,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your withdrawal issue.

Hi Kr, sorry for the late answer, i was away. Let me check with the team to see what is the issue and i will get back to you shortly

Hi again, 

I talked with the team and it seems that this is the standard procedure, as you can see here https://zetcasino.com/en/rules . We do this as an antifraud protection and money laundering. Please provide all the information asked and you will receive your earnings in no time. Keep in mind that this is standard procedure in the industry. Thank you for playing at ZetCasino

This is what I replied a week ago. :)

Thanks for the reply. :)

If I may, they have misinformed you.
I am afraid this is not standard procedure in the industry at all - in fact, it is unheard of. :)
The casinos ask for skrill, for the skrill deposit, for the id, for a utility bill, fine. Some ask for a selfie, fine. But there is no casino that would dare to ask for private transactions that are not their business.

On the other hand, Skrill account and deposits to my skrill and a transfer to the casino, noroblem. Those were all sent.  :)

I even saw such a case in your family of casinos on latestcasino bonuses forum, in the Malina BoaBoa Yoyo casino topic and it was resolved and the verification was completed immediately after the discussion in the topic. Nobody there thought that it was standard.  :)

I am mainly wondering now if they could take another look at my case and all the documents I sent already?  :)

Hi  :)

I was wondering if I could receive a followup... It is not that much of money bt still, the casino rep was not online for 2 months and has not replied to my last message that I sent to Inbox... :)

Hello Kr,

We'll send an email to the Casino Representative and ask him to reply to you in this thread.

SOW is becoming more common these days, however they normally request these for people who made numerous withdrawals which exceed $5000 or more in total, as well as people who make deposits after deposits and lose, then RG kicks in and the casino needs to carry out those responsibilities.

With that said during RG, they have the right to perform SOW, which you need to provide.

SOW is more when huge amount of deposits and withdrawals are involved IMHO.

@Zetcasino - That term for 3 - 6 months top up on e-wallets statement is really ridicilous unless you just rather ban claiming bonuses using e-wallets which makes life so much easier for everyone.

I mean the player has to go through verification and SOW so early during his play time, meanwhile you do not even process more than 500 euro/$ withdrawals per transaction for the first 2 VIP levels? Come on now... You can do better.

Waiting for the day when KYC is compulsary before first deposit - The online gambling world will be a much better place.

I am okay with all normal verifications.
It is just that such a request sounds more like snooping.

It definitely does not sound like something regulators would want casinos to do.

If anything, I think that regulators would be opposed to casinos asking their customers for such things!  :)
At least that is how it seems to me. :)

I went through SOW verification twice - but only because my withdrawals passed a certain thresshold at Casumo, and I think Videoslots also requested Sourch of Income. This is standard request and not snooping. This is for RG, SR and Money Laundering Purposes.

Look at Betat who's license is pending because of UKGC wanting the new owner to proof the source of his funds that he used for purchasing that brand.

Honestly the regulators are enforcing it as part of RG, so casinos have to oblige.

My point is I am not sure why Zet is doing it right now in the beginning.

Anyways back to topic - If you want your money very fast - just take your history and send the screenshot and give them what they want.

Oh source of income for a 100 or 200 eur deposit ...
It would not be an issue anyway. :)

But they went from seeing a screenshot of a deposit (so that would be a source of funds), to seeing ALL MY transactions. :(

I think a source (like a deposit or maybe a paycheck slip) is way different to them having and asking for all your transactions.

I think we should not let them get away with things, more and more things, or they will just keep doing it.  :)

Well - All transactions is too much - however you can send them 3 - 6 month transaction history of you uploading funds to skrill. Sp filter the transaction list to ''Deposits'' and send that. It should be enough and I do not think that invades any privacy right?

Anyways I hope it works out as you want it to be.

Hi Kr, sorry for the late answer. I tought i was clear the last time. As i said, those are the rules for our casino as you can see them here  . Please read section 4, especially section 4.4 and 4.4.1. 

4.4 that specifies clearly that you have to provide the casino with all the necessary info that they request. 

4.4.1 The Casino adrminstration reserves the right to request any transaction history for the last 3-6 months...

I understand this is a long procedure and not a pleasent one, but those are the rules to ensure that bad intentioned men don't use our casino for other purposes. 

Hi  :)
I had a casino person from Zet contact me through direct messages so we spoke for a while, but it did not get to a resolution.

The whole point is that such a request (a casino requesting some full transaction history of a client) in the rules is very unusual, unnecessary, and seems like a privacy matter.

Like, what right would a casno have to see the personal transactions of their clients that have nothing to do with them? And why would they have that access?  :)

It is something I never had happen before. And it does not seem right. Everything else you received. :)

I have sent a question about such practices (about a term that this casino has, saying they can ask for all transactions a customer has) to their regulator. This is new to me.

It is good to see what kind of a stance a regulator has, so customers know what to expect. :)

Hello Kr,

Please keep us updated if you receive a reply from the regulator. Thanks.

Hi :) The regulator has decided to stand by the requests Zet has made in March and April, which were several months of all my Skrill transactions (all my private transactions) to be provided to them. I cannot describe how sad that makes me feel. It just seems so unheard of and so unfair and completely inexplicable. :( For full transaprency, I am also sad to say that while they responded quickly initially, it took weeks and weeks (and many emails) to reply to any kind of a follow up. After the first email it took 2 months for two more emails. It was info at gaminglicenses dot com. The emails were signed as Antillephone N V Compliance and Licensing department. :( I was so hoping they would do what I feel was the norm in the online gaming industry. I didn't think I was asking too much. Perhaps I was. Who knows what kind of delicate relationships exist. In any case, I have sent Zet all transactions they requested, so everything from January till end of April. I will update with news as they happen. :)

Hello Kr,

Thank you very much for the update. We really appreciate when players get back to us and let us know what happened with their complaints sent to the regulators. And it's also good for the other players to see what 's the regulator's stance on this.

I am quoting my post because the formatting of my last message got lost for some reason? :)
I am trying to add readability.

Sure, Sydney! I will post more as it happens. :)