ZotaBet Casino - プレイヤーのアカウントは支払いが遅れたため閉鎖されました。

Casino: ZotaBet Casino (Hollycorn N.V.)

Complaint: Withdrawal delay, abusive KYC, closed account, misleading expired licence

Details:

- Nearly 80 conflicting KYC emails, including handwritten selfies & unnecessary bank letters;

- Emotional and financial harm—lost funds during drawn-out process;

- No valid license, website falsely references expired Curaçao license (OGL/2023/176/0095);

- Account closed without explanation after requesting compensation;

- Player’s requests for licensing info were evaded.

I can forward all emails whats very important.

Dear JBOCH,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better and to fully understand your situation, could you please provide more details by clarifying the following points:

• What specific issues did you experience with the KYC process? Have you passed the full KYC verification after providing all the requested documents?
• What was the real-money balance in your account at the time of its closure?
• Have you requested to be self-excluded from the casino, or has the casino closed your account without you asking for it?
• Have you received any official communication regarding your account closure?

According to our records, this casino operates with valid licenses issued by GCB (Curaçao Gaming Control Board) and Comoros (Anjouan Gaming).

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Subject: Re: Clarification of Complaint Details

Dear Veronika,

Thank you very much for your response and for looking into my case.

Here are my answers to your questions:

1️⃣ KYC process:

Yes, I went through their full KYC process. However, it was unnecessarily long, confusing and humiliating. I was asked to take multiple selfies with handwritten notes (which were not clearly described in the T&Cs), repeat the same photos several times, and provide additional documents like utility bills and even a special letter from my bank to prove I owned my payment card. This took almost 80 emails, which I can provide as evidence. In my opinion, these excessive and repetitive demands were made intentionally to delay my withdrawal.

2️⃣ Real-money balance at closure:

I originally deposited €60 and won approximately €2450. Due to the long withdrawal delay and stressful KYC process, I ended up playing further while waiting for approval. I first managed to withdraw €1,000, then unfortunately lost the remaining balance. After a few days, I was able to win back around €1,000 again and successfully withdrew that amount too.

At the time my account was closed, the real-money balance was €0 because all funds had already been withdrawn or played through. Therefore, my complaint is not about unpaid winnings, but about the humiliating and excessive KYC, the wasted time and stress, and the fact that my account was permanently closed without clear reason, meaning I can never use it again or try to play and recover what I lost. I believe this justifies a reasonable compensation for the mistreatment.

3️⃣ Self-exclusion:

I did not request any self-exclusion. The casino closed my account without my request after I complained about the handling of my withdrawal and asked for compensation for the time lost and the emotional stress. I received a generic message saying the account was closed due to the "administration’s decision", but no clear explanation was given.

4️⃣ Official communication:

Yes, I have the emails where they told me my account was permanently closed. They also blocked my access to the account, which means I cannot even see my full transaction history or get my ID/username without additional hassle — even though I completed KYC before.

5️⃣ Regarding the license:

I am aware they used to operate under a Curaçao GCB license (OGL/2023/176/0095), but when I contacted Gaming Curaçao I was told their sub-license expired in August 2024 and they should now be licensed under the new CGA regulator — however, there is no clear proof of this on their website or in their communications.

So in my view they are either operating in a grey area or not being transparent about their license, which is why I believe they should be investigated.

I am ready to share:

All the email conversations (79+)

Screenshots of blocked account login

Proof of KYC steps and unreasonable requests

Any other evidence that could help resolve this.

Thank you very much for your help. I really hope Casino Guru can assist in pressuring this casino to address my case fairly.

Hello,

Thank you very much for your detailed reply and for sharing additional context regarding your experience.

We understand that going through an extended KYC process can be frustrating, especially when it involves multiple document requests and delays. However, after reviewing the details of your complaint, we must respectfully inform you that we cannot uphold your case for the following reasons:

• You successfully completed the KYC process and ultimately managed to withdraw all the funds you had won. According to your own statement, no balance remained on your account at the time it was closed.
• Your complaint does not concern withheld winnings or lost funds, but rather the time, stress, and inconvenience caused by the casino’s verification procedures. Unfortunately, Casino Guru is not in a position to demand compensation for emotional distress or procedural dissatisfaction.
• While you reported a lack of transparency regarding the casino’s license, we currently have no concrete evidence to conclude that ZotaBet Casino operates without a valid license. Based on available information, this casino remains listed as licensed by the Curaçao Gaming Control Board and also mentions Anjouan licensing. Unless regulatory authorities confirm otherwise, we cannot treat it as unlicensed or misleading.

We understand that you may still feel mistreated, especially in regard to how your account was closed and how your concerns were handled. However, since your funds were not withheld and we have no regulatory evidence indicating license fraud, we are unable to push this complaint further.

With this, we consider your complaint closed.

Best regards,

Veronika

Casino.Guru Team