ZENITBet Casino - Player’s account has been blocked during lengthy verification.

I have encountered an issue while working with Zenit. Initially, I was playing and everything was satisfactory until the request for the first withdrawal from the account. The withdrawal was declined, initiating the verification process. On April 14, I was requested to provide passport photographs, which I uploaded on the same day. The documents were reviewed for approximately 20 hours. Following the successful review, the next stage commenced. On April 15, I was requested to provide a photograph holding my passport and a sheet of paper containing code words and the date. I uploaded this on the same day; this verification stage was also under review for approximately one day. Subsequently, I was disconnected from my personal account. Upon attempting to log in again, I was redirected to customer support. After contacting support, I was informed that my account is blocked for the duration of the verification and that access will be restored once the verification is complete based on the results. Seventeen days have passed since the verification began, and fifteen days have passed since the account was blocked. Throughout this period, I have inquired with support regarding the potential duration of the verification, its current stage, and the maximum timeframes. However, support responds with a template stating that the verification is ongoing and that I must wait. I do not understand what can be verified in two photographs for more than two weeks. I consider the verification to be unjustifiably prolonged. I request your assistance in resolving this matter and expediting the verification process.

Important notice:

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Dear NickAce,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Did you achieve your current balance with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Aside from your passport and a selfie, what other documents were you asked to provide during the process?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello. I also want to clarify that I have provided answers to all the required documents from the bookmaker. After completing the check, I had full access to the site and no other documents were requested from me. After passing the last check (selfie with a passport and a piece of paper with the date and code words), I was disconnected from the account. I didn't use the bonuses, the balance was earned in an honest way. Regarding the documents, I was only asked for a photo of the main page of the passport and a selfie with it and a sheet of paper. Nothing more. There is still no access to the account.

Thank you for the clarification. What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Sports betting.

I understand that your portal only deals with everything related to casinos. But the issue here is not that sports betting was done, but that the overall verification of the account was unreasonably delayed. The fact that I bet on sports does not change the essence. If you suddenly help and the verification is completed, then I will be able to play at the casino.

And it is difficult to count on anyone's help. Of course, you can refer to licensing authorities or websites that deal specifically with sports betting. But unfortunately, they don't work or respond, compared to you. You are not the first person I have addressed.

And I sincerely hope for your help. Which is not specifically about sports betting, but rather speeding up the overall verification of the account.

Dear NickAce

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear NickAce,

I empathize with your situation and am truly sorry to hear that your account has been blocked. Please rest assured that I will reach out to the casino promptly to facilitate a resolution. Additionally, I would like to invite a representative from ZENITBet Casino to join this conversation in order to assist with resolving this matter.

Dear ZENITBet Casino,

Could you please explain the reason behind the player’s account blockage? Furthermore, I kindly request that you provide any supporting evidence related to this issue. You may share your statement and the evidence here, or you can send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana