The player from Spain had requested a withdrawal on December 23rd, having passed KYC verification, but his funds remained pending after a month. The casino had claimed that the payments department was undergoing maintenance, which he doubted, prompting him to file a complaint. The player did not respond to the Complaints Team’s requests for further information and evidence regarding the delay. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player resumed contact.
ZeusWin Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €255
ZeusWin Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
Hello, I requested a withdrawal from this casino on December 23rd, having already passed KYC verification. However, my withdrawal is still pending after a month and I haven't been paid. The casino told me that the "department" in charge of payments is undergoing maintenance, which seems untrue to me, and that they simply don't want to pay me. Therefore, I have no choice but to file this complaint to see if it helps.
Automatic translation:
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3 months ago
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.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZeusWin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any previous successful payouts from the casino?
- When did you pass account verification, to your knowledge? (date)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the justification for the delay and the screenshot of the ongoing payout request with the status visible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 months ago
Dear caniche7,
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.
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3 months ago
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,
Tomas
Casino.Guru
