Zentrabet Casino - Player’s withdrawal has been delayed.

I submitted a withdrawal request at this casino on July 31, 2026. More than six days have passed, and the withdrawal hasn't been processed. There's no contact with the casino, the online chat isn't working, and there's no email or other contact information listed on the website. I'm afraid this casino is a scam. Everything points to it.

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Dear Rubenn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Jean! Thanks for trying to help me

No one asked me for KYC, there is no connection with the casino, I tried to find at least some channels of communication, but there are none.

Okay, let's wait a few more days and see what happens.

Hi!

After I uploaded the previous screenshot, they rejected my withdrawal. No reason was given. I emphasize, I still have no contact with the casino.

Dear Rubenn,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean! No, I haven't received my funds. The casino still hasn't responded.

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Do I understand correctly that this is your first withdrawal from this casino?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Thank you very much in advance for your reply.

Yes, this is my first withdrawal.

No bonus

Slots and bets

Dear Rubenn,

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 Rubenn,

My name is Jana, and I will be assisting you with your complaint moving forward. I sincerely apologize for the delay you have experienced with your withdrawal. Please be assured that I will reach out to the casino and do my utmost to expedite the resolution of this matter.

Additionally, I would like to invite a representative from Zentrabet Casino to join this conversation to help address and resolve your complaint.

Dear Casino, could you kindly provide an explanation for the delay in processing the player’s withdrawal?

Thank you in advance for your cooperation and for the information you will provide.

Hi Yana! Thank you for trying to help me.

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 hope this message finds you well. I want to inform you that I have made several attempts to reach out to the casino, but unfortunately, I have not had any success. I understand how frustrating this must be, and I empathize with your situation. Regrettably, without the cooperation of the casino, it is challenging to make further progress. Additionally, given that the casino operates without a valid license and does not engage with any Alternative Dispute Resolution service, there is no gaming authority to whom we can escalate this matter.

As a result, I will need to categorize your complaint as "unresolved" in our system. I recognize that this is not the resolution you were hoping for, and I sincerely apologize for that. However, the impact of unresolved complaints on the casino's rating may encourage them to reconsider their approach. If they choose to respond, we will promptly reopen your complaint and notify you via email.

In the future, I recommend considering casinos based on their reviews and ratings to help prevent similar situations. I genuinely regret that we could not provide more assistance in this case.

Thank you for your understanding.

Warm regards,

Jana