ZeusWin Casino - Player's withdrawal has been delayed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gregoresso,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Were there any messages or alerts in your casino account related to your withdrawal requests?

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

Best regards

Petra

These were my first payments. The winnings were without bonus. Until recently, the casino chat kept responding with the same message: your case has been forwarded to the finance department. There was also a message about technical difficulties. It alternated between one response and another.

Dear Gregoresso,

Thank you for your reply and for providing the previous details.

• Could you please clarify which payment method you selected to withdraw your winnings? Was it the same method you used for your deposit?
• Have you received any specific explanation from the casino regarding the delay in processing your withdrawals?
• Additionally, could you please confirm that there has been no further communication from the casino since 18/1?

If there is any additional communication, requests, or other relevant evidence, please feel free to forward it to me. You may send all documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the thread.

Thank you again for your cooperation.

I chose to withdraw to the bank, just like I deposited.

The casino did not respond to my emails regarding non-payment of winnings.

I also did not receive a response to my payment request.

18.01.2016 Last email from the casino.

last email from the casino

it's like this every day

Dear Gregoresso

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 Hadi (hadi.a@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,

Petra

Thank you and I'm counting on your help

Dear Gregoresso,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from ZeusWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear ZeusWin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

I wonder if there will be an answer

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.

They blocked my account.

However, this casino is a scam.

Dear Gregoresso,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Tobique Gaming Commission (TGC) by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at hadi.a@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Hadi