Wettzo Casino - Player struggles to retrieve her winnings.

Im having problems retrieving my winnings. I spoke to someone called Maximilian, he never made sence

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• When exactly did you submit your withdrawal request?
• Is your withdrawal request currently pending, or are you experiencing issues when trying to submit it?
• Did you accumulate your winnings with or without using a bonus?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?

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

Dear Eile124,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Eile124. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

• Have you made any successful withdrawals from this casino before?
• When exactly did you submit your withdrawal request?
• Is your withdrawal request currently pending, or are you experiencing issues when trying to submit it?
• Did you accumulate your winnings with or without using a bonus?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?

No the issue hasn't been resolved, I've give all my details. Drivers license

With selfie. Iv given housing letter with my name on it. Also bank statement. This has upset me as I'm in bed very sick after 2 spinal operations. Can we get this resolved please .

Many thanks

Thank you for your response. Before we proceed with the investigation of your case, please forward me all the communication between you and the casino customer support regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear Eile124,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru