Zinkra Casino - Player’s withdrawal has been delayed.

Hallo, ich habe am 05.09.2026 eine Auszahlung von 446€ beantragt. Auf der Website steht, ich muss meine Adresse verifizieren, da meine Verifizierung abgelaufen ist. Wenn ich auf den Button für die Verifizierung drücke, steht jedes mal: „Systemfehler! Bitte versuchen Sie es später erneut". Ich habe in meinem Email Postfach gesehen, dass ich im August einen Verifizierungslink per Email erhalten habe, wenn ich auf diesen klicke, steht „Verification expired, contact zinkra casino to start new verification". Ich fragte am 06.09.2026 den Live Support was ich machen soll, man schrieb mir ich solle eine Email schreiben an support@zinkra.com . Mittlerweile habe ich 3 Emails geschrieben mit allen Dokumenten, aber bekomme keine Antworten. Ab heute funktioniert der Live Chat auch nicht mehr. Ich bekomme niemanden erreicht wegen der Verifizierung und die Auszahlung funktioniert deshalb auch nicht. Ich bin verzweifelt! Bitte helfen Sie mir.

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Dear KingLeo1,

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

Das Problem ist nicht nur die Auszahlung, sondern das Casino reagiert seit 4 Tagen nicht auf Emails und der Live Support funktioniert auch nicht mehr ! Ich kann nicht mit dem Casino kommunizieren! Email reagiert niemand und Live Support funktioniert nicht mehr.

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

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Please share screenshots of all relevant correspondence between you and the casino or forward them to jean.s@casino.guru?

Thank you very much in advance for your reply.

Hallo

Ja, ich bin seit ca 3 Jahren bei diesem Casino und es hat bisher immer funktioniert. Bestimmt schon 50 Auszahlungen insgesamt.

Gewinne waren ohne Bonus.

Ich bin seit 3 jahren ca bei dem Casino vollständig verifiziert gewesen, nun wollten sie einen aktuellen Nachweis.

Das Casino wollte einen Adressnachweis in Form einer Rechnung. Diese habe ich 3x per Mail an das Casino geschickt, da die Verifizierung auch nicht funktioniert im Casino.

Anbei alles was ich habe. Chatverläuft schickt der Support nicht mehr mail! Seit 1 woche ist der live Support gesperrt.

Thank you very much for your reply, KingLeo1.

For an independent review, could you please forward all documents that you have sent to the casino to jean.s@casino.guru?

Please include relevant communication (attempts to email the casino). Please forward me the complete email threads so I can see the headers, email addresses, and dates.

When you email me, notify me in the complaint thread as well. I understand this may take time, so I appreciate your assistance.

Hallo, ich habe Ihnen alles per Email geschickt. Ich habe vom Casino weiterhin keine Nachrichten bekommen.

I received your email. What are the documents you sent to the casino? Please email them to me as well, as we will need to review them independently.

I have now sent you everything. I hope this is enough now. This whole matter has been dragging on for so long, and I simply want to receive the money I am entitled to.

Dear KingLeo1,

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, Lucka, (lucia.s@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

Hello KingLeo1,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Zinkra Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear KingLeo1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia