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Hi unfortunately I am a gambler and I have excluded myself from online casinos. The Zet casino is regulated by the AAMS, and despite this I have been able to play for some time (6000/8000 €) despite being self-excluded from AAMS games for quite a while.

Salve purtroppo io sono un ludopatico e mi sono autoescluso dai casinò online. Il Zet casinò è regolamentato dall’AAMS, e nonostante questo io ho potuto giocare per qualche tempo (6000/8000 €)nonostante sono autoescluso da un bel po’dai giochi AAMS

Dear Careddu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found (here):

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

yes I understand, but I have excluded myself from all AAMS games, and it is serious that they say they are AAMS regulated and instead they are not ( https://www.zetcasino.info/ ) m. In this link if you go to license and information they say they are. I am not self-excluded to just one casino, but to all AAMS regulated ones

si io capisco, però io mi sono autoescluso a tutti i giochi AAMS, ed è grave che loro dicano di essere regolamentato AAMS e invece non lo sono( https://www.zetcasino.info/)m. In questo link se vai su licenza e informazioni loro dicono di esserlo. Io non sono autoescluso solo ad un casinò, ma a tutti quelli regolamentati AAMS

In a nutshell I avoided all gambling sites, except those where they said they were AAMS regulated, such as betflag / desire to win / big, which made me play for no money even though I tried but being self-excluded from AAMS regulated games was impossible. While zet casino claims to be AAMS regulated but does not, if I knew it was not AAMS regulated I would have quickly turned away from them so as not to be tempted. For me they don't have to write that they are AAMS regulated in their info, at least someone like me avoids them right away

In poche parole ho evitato tutti i siti di gioco, tranne quelli dove dicevano di essere regolamentati AAMS, come ad esempio betflag/voglia di vincere/ big, che mi facevano giocare senza soldi anche se ci ho provato ma essendo autoescluso dai giochi regolamentati AAMS era impossibile. Mentre zet casinò dice di essere regolamentato AAMS ma non lo fà, se sapevo che non era regolamentato AAMS avrei subito girato alla larga da loro per non essere tratto in tentazione. Per me non devono scrivere che sono regolamentati AAMS nelle loro info, almeno uno come me gli evita da subito

Thank you very much, Careddu, for your reply. I have checked the License Validator and as you can see, the license is issued for one casino only.

Have you communicated your desire to self-exclude with ZetCasino directly? If not, I'm afraid we won't be able to help you.

Hi Petronela, I did not communicate to zet casino that I wanted to self-exclude myself, I hoped that one day they would self-exclude me having done the cross-adm self-exclusion which includes all AAMS regulated online casinos. You showed me their license, but why do they put in this link https://www.zetcasino.info/ in the LICENSES AND INFORMATION section to be regulated by the AAMS? Then Zet casino is falsifying! In Italy by transversal self-exclusion you can no longer play real money in AAMS regulated online casinos, zet casino claims to be AAMS regulated but instead it is not! They are falsifying and this is not fair, they should not write that they are AAMS regulated if they do nothing! In the image below is what they say they are

Ciao Petronela, io non ho comunicato a zet casinò che volevo autoescludermi, speravo che un giorno mi avrebbero autoescluso avendo io fatto l’autoesclusione trasversale adm che comprende tutti i casinò online regolamentati AAMS. Tu mi hai fatto vedere la loro licenza, ma perché loro mettono in questo link https://www.zetcasino.info/ nella sezione LICENZE E INFORMAZIONI di essere regolamentato dall’AAMS? Allora Zet casinò sta dichiarando il falso! In Italia facendo l’autoesclusione trasversale non puoi più giocare soldi reali nei casinò online regolamentati AAMS, zet casinò dice di essere regolamentato AAMS ma invece non lo è! Stanno dichiarando il falso e questo non è giusto, non dovrebbero scrivere di essere regolamentati AAMS se poi non fanno niente! Nella immagine che c’è sotto c’è scritto quello che loro dicono di essere

They don't have to claim to be AAMS regulated, otherwise they can trap people

Loro non devono dichiarare di essere regolamentati AAMS, altrimenti possono trarre in tranello le persone

I fully understand your point of view, Careddu. However, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. Sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce the legality of rules. 

If you wish to self-exclude from this casino directly, I strongly recommend contacting them directly.

Please keep me informed.

Dear Careddu,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I have asked for self-exclusion but they cannot self-exclude me as I have a pending withdrawal. I have been waiting for the withdrawal from 8 November, despite my requests, nothing happens. Now it's been 10 days since the request for my withdrawal, but they do it on purpose so one continues to play in the meantime. They are too crafty, and they take advantage of certain people

Ho chiesto l’autoesclusione ma non possono autoescludermi dal momento che ho un prelievo in attesa. Il prelievo in attesa ce l’ho dall’8 novembre, nonostante le mie sollecitazioni, non succede niente. Ora sono passati 10 giorni dalla richiesta del mio prelievo, ma lo fanno apposta così uno nel frattempo continua a giocare. Sono troppo furbetti loro, e ne approfittano di certe persone

Could you please forward the email that you have sent to self-exclude yourself? My email address is petronela.k@casino.guru. Could you please confirm that your account has been successfully verified already?

yes my account is verified correctly, I am sending you the chat

si il mio account è verificato correttamente, ti invio la chatt

From the forwarded screenshots I can see that the request for a self-exclusion couldn't be granted due to a pending withdrawal. Could you please specify what reason you have stated when requesting the self-exclusion? Have you mentioned a gambling problem?

Ok now that I have highlighted the problem they have closed my gaming account

Ok ora che ho evidenziato il problema mi hanno chiuso il conto di gioco

But in the meantime I also canceled another deposit in between, because they take too long, and then you can't put a daily or weekly limit in the game so one can play with them without noticing what he is doing

Però intanto ho anche cancellato nel fra Un altro deposito, perché ci mettono troppo tempo, e poi non si può mettere un limite giornaliero o settimanale nel gioco quindi uno da loro può giocare senza accorgersi di cosa sta facendo

Thank you very much, Careddu, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Hi Petronela, if there is nothing else you can do for me, you can also close

ciao Petronela, se non si può fare altro per me, si può anche chiudere

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Careddu, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru