ZoloBet Casino - プレイヤーはカジノのエラーによる払い戻しを要求します。

In live support, I was informed that the cash and bonus were separate, but when I actually played, they were combined into a single unit.

The casino has acknowledged the mistake, so I am requesting a full refund of 700 euros.

ライブサポートではキャッシュとボーナス別々の分離型と言われたのに

実際プレイしたらキャッシュとボーナスの一体型だった

カジノ側も間違いを認めているので全額700ユーロ返金を求めます

Hello hirokann0525,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZoloBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• Did you finish the wagering requirement?
• Why is it an issue regarding which balance was used first?

Looking forward to your answer.

Regards,

Nick

Can you please let me know if your account has already been verified and if so, since when exactly?

KYC is still

What bonus did you claim?

Welcome Deposit Bonus

Have you met the wagering requirements?

no

I heard that cash play will go back to cash wallet.

All-in success at baccarat

Why does it matter which balance was used first?

Cash winnings were added to your Bonus Wallet

There was a lot of back and forth.

Finally, Baccarat is a real money wallet

He started saying things that didn't make sense, like slots would be added to your bonus balance.

Also, the 100bit dice I played is not a slot.

あなたのアカウントがすでに確認されているかどうか、また確認されている場合は正確にいつから確認されているかを教えていただけますか?

Kycはまだ

どのようなボーナスを請求しましたか?

ウェルカム入金ボーナス

賭け条件は達成しましたか?

いいえ

キャッシュのプレイはキャッシュウォレットに戻ると聞いていたので

バカラでオールイン成功

どの残高が最初に使用されたかが問題になるのはなぜですか?

キャッシュの勝利金がボーナスウォレットに加算されたため

色々やり取りしたが

最後はバカラはリアルマネーウォレット

スロットはボーナス残高に加算されるなど意味不明な事を言い出した

また私がプレイした　100bit diceはスロットではない

The game is all-in baccarat

100bit dice, 10 dollar pets dozens of times (amount unclear)

プレー内容はバカラオールイン

100bit dice 10ドルペットを数十回(金額は曖昧)



At first, he admitted to making a mistake in the chat.

Next time, it's the translator's fault

Next slots will be added to your bonus wallet 💦💦

I don't understand

初めはチャットの間違いを認めた

次は翻訳機のせい

次は　スロットはボーナスウォレットに加算💦💦

意味が分からない

Dear hirokann0525,

In essence, it does not make a significant difference which balance—real money or bonus funds—is used first. Until the wagering requirements for the bonus are fulfilled, the bonus rules will still apply, even if real money is used during gameplay.

Some casinos stipulate that real money is used first, while others prioritize bonus funds, but the outcome remains the same in either case.

If you have any further questions or need additional assistance, please don’t hesitate to reach out.

Best regards,

Nick

It's not true!!

If you win cash, cancel the bonus

I was told I could withdraw all my cash winnings.

違うよ！！

キャッシュで勝てば　ボーナスキャンセルして

キャッシュの勝利金全て　出金できるって言われたんだ

Dear hirokann0525,

Please forward your full betting history to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

In essence, it makes no difference whether you use your real money or bonus funds balance first - the bonus rules still apply even if real money is used during gameplay until the bonus wagering requirements have been met.

Some casinos stipulate that real funds must be used first, while others give priority to bonus funds, but in either case the result is the same.

If you have any further questions or require additional assistance, please feel free to contact us.

thank you,

Nick

It doesn't matter if you can't withdraw cash unless you clear the bonus wagering conditions.

This time, if you win cash, cancel the bonus.

It is said that you can withdraw all your cash winnings.

In other words, you can play with just cash without using the bonus and the money will be added to your cash wallet!!

The casino also admitted that it had given incorrect information.

本質的には、実際のお金とボーナス資金のどちらの残高を最初に使用しても大きな違いはありません。ボーナスの賭け条件が満たされるまで、ゲームプレイ中に実際のお金が使用された場合でも、ボーナスのルールは適用されます。

一部のカジノでは、実際の資金を最初に使用することを規定していますが、他のカジノではボーナス資金を優先していますが、どちらの場合でも結果は同じです。

他にご質問がある場合や追加のサポートが必要な場合は、お気軽にお問い合わせください。

よろしくお願いします、

ニック

キャッシュもボーナスのかけ条件クリアしないと出金できないパターンだと関係ありませんが

今回は　キャッシュで勝利したら　ボーナスをキャンセルして

キャッシュの勝利金を全て出金できると言われている

つまりボーナスを使用せずにキャッシュだけでプレイし　キャッシュのウォレットに加算される！！

またカジノ側も間違った案内をした事認めている

All History

全ての履歴

Dear hirokann0525,

Please forward the communication with the casino regarding this case to nikolas.b@casino.guru for further review.

Can you also clarify whether your bonus is still active or did you cancel it?

Awaiting your response.

Regards,

Nick

Expired

期限切れ

Dear Hirokann0525,

Thank you for your message. However, I’m not sure how your last post contributes to resolving this case. While the live chat might have provided you with misleading information (as shown in one of the screenshots), please note that the casino’s rules ultimately prevail.

As mentioned earlier, it does not matter whether the balance is combined or which balance is deducted first during gameplay. As long as a bonus is active, the bonus rules apply. This means that until the wagering requirements are fully met, you cannot withdraw either your real or bonus balance.

Please let us know if there’s anything else we can assist you with regarding this matter. We’re here to help.

Looking forward to your response.

Best regards,

Nick

My bonus balance is gone

I want it back

ボーナス残高なくなったんだけど

返して欲しい

I was communicating with you guys and it seems like the deadline has passed.

あなた達とやり取りをしていたら期日がすぎたみたい

Dear hirokann0525,

Thank you for reaching out and sharing your experience with us. We apologize for the delay in getting back to you and for any frustration this situation may have caused.

We are currently looking into the details of your case to better understand what happened and to resolve the issue. Please know that we take your concerns seriously and are doing everything we can to address them promptly.

We will contact you as soon as we have an update. We appreciate your patience and understanding in the meantime.

Best regards,

Zolobet Casino Team

Dear ZoloBet Casino,

Thank you for joining us to resolve this matter.

We will be awaiting your response regarding the player's issue.

Regards,

Nick

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 Hirokann0525,

We regret to inform you that, as the casino has not responded within the given timeframe, we will be closing this complaint as unresolved.

Additionally, due to the lack of clarity in the details provided, it has not been possible to determine the exact nature of the issue. As a result, this case will be marked as uncertain.

Should the casino wish to address and resolve this matter, they are welcome to reopen the complaint at any time.

Thank you for your understanding.

Best regards,

Nick

Dear hirokann0525,

We have received additional clarification from the casino regarding this matter. As we initially suspected, the issue pertains to the bonus claim and cancellation policy. If a bonus is canceled, any winnings derived from it will be deducted, leaving only the original deposit amount. Furthermore, while a bonus is active, the bonus terms and conditions remain applicable regardless of which balance is deducted first.

Based on this information, we will now proceed to close this complaint.

Thank you for your understanding.

Best regards,

Nick