The player from Hesse requested a withdrawal of 200 euros made two weeks prior but faced repeated verification rejections regarding their address. Despite submitting various documents, including a housing registration confirmation, Zeuswin continued to refuse the withdrawal. The issue was resolved after the player confirmed that the casino had verified and paid out the winnings. The Complaints Team marked the complaint as 'resolved' in their system.
ZeusWin Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €200
ZeusWin Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 year ago
Translation
Hello, on January 8th, I requested a withdrawal of 200 euros via LTC. Yesterday, I was first informed that they need verification. I haven't even received an email. I have verified everything except the address. I sent a registration confirmation with a stamp and signature directly from my city. A rental agreement, a pension notice, a decree, and much more where my name and address are listed. After everything was rejected, I went back to my city and got a tax number confirmation and a new registration confirmation with stamp, signature, and my address. Nothing helps. Zeuswin refuses to send my withdrawal even though I have done everything as requested. I ask for help. In Germany, there's nothing more I can do than provide a housing registration confirmation from my city. Every casino accepts that, except Zeuswin. I can gladly send you the documents, then you will see that they are from the town hall. What more do they want?
Automatic translation:
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1 year ago
Dear wennertom,
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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you provided all the required documents in the correct format?
- Did you upload your documents via your casino profile or did you send them via email?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello. Yes, I went to the town hall and got a registration confirmation. With the town hall's signature and stamp. I then took a photo with my cell phone and uploaded it. As well as about 10 other documents. There is nothing better here than a registration confirmation directly from my town. And the casino states:
Correspondence from a local authority!
I sent at least 5 documents. All directly from my city. I can't understand that. And it doesn't make sense. Not accepting the best confirmation there is, even though it says so in the description. I uploaded all the documents to the Zeuswin website. No payout since January 8th. That's over 14 days!!!
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1 year ago
Translation
You have verified and paid out. Thank you for your help
Automatic translation:
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1 year ago
Dear wennertom,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
