Zip Casino - Player's claimed winnings are delayed.

Claw Machine and Crab Games offer the option of paid participation in the leaderboard. If I remember correctly, the top 30 players who earn the most points during the month win a cash prize. I achieved a place on the leaderboard, which carries a prize. When I launched Crab Football at the beginning of the next month, I was prompted to claim my rewards for the previous month. I clicked "claim" and didn't receive the money in my balance. After contacting live chat, they told me to wait. I waited three weeks, and got this response...

I'm attaching screenshots of what the game and the paid ranking look like. Plus, the ranking reward I received after clicking "claim" added 169 PLN to my balance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zip Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you checked your game history and confirmed whether the amount was credited or not?
• Is there any evidence that the balance wasn't credited to your account?
• Kindly share evidence of uncredited winnings with me at [email protected]

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

The situation is as follows: I think I had 225 PLN in my account just to play the Bonus Crab Machine. I bought a ticket to the tournament and collected points by playing until I lost my entire balance. I had about 3 PLN left and waited until the end of the month to claim my prize. The next month, I logged in and entered the game. I was presented with a prize to claim from the leaderboard. I clicked "claim," but no funds were added to my balance.

Thanks for your reply and the information provided.

Could you please share your full communication with the casino regarding the issue, including your request for help? Send the information to my email at [email protected]

I apologize for the inconvenience.

Sent it

Thanks for your patience.

Could you please confirm you received a prize from the game at the end of August, or any other month for that matter?

Was the crediting of the balance recorded in your game history on previous occasions?

I would recommend that you request records of your game history from the casino support for the relevant time period as evidence. Forward it to my email at [email protected]. Please let me know about the result.

All I have is the screenshot I sent earlier, showing the receipt of the 169 PLN ranking reward. I can't view account history for more than one weeks. I had 3.54 PLN left on my balance and was waiting to claim my ranking reward. But it wasn't added, and I still have that much left on my balance.

Thanks for your reply.

Our recommendation is for you to request game history records from the casino. for the relevant time period, up to including the moment the reward should have been credited to your balance. The casino should be able to provide you with these records in Excel format.

Send this evidence to me for review.

Thanks in advance for your cooperation.

I sent a request, but received the following response: "Please note that data access requests are typically responded to within 30 days."

Thanks for your reply.

Please send me your game history or the casino's response regarding the request for review. Send the information to my email at [email protected]

Looking forward to your reply.

Sent It. It's been 10 days and the balance history still hasn't been sent

Dear yuhastus

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, Matej ([email protected]). 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,

Tomas

Hello yuhastus, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the prize. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Zip Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s gameplay history is being processed longer than usual and explain the issue with the prize redemption? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello,

Thank you for the opportunity to investigate this matter further.

The request has been referred to the appropriate department for further review and consideration. Please rest assured that we take such matters seriously and are committed to addressing them in full accordance with applicable standards.

Should any additional information be required, further communication will be initiated.

Your patience is greatly appreciated, and an update will be provided as soon as possible.

Best Regards,

ZipCasino Team

Hello,

Thank you for the opportunity to look into this.

This matter has been resolved, and the reward have been successfully credited to the customer's account.

Thank you again for your understanding and cooperation!

Best Regards,

ZipCasino Team

This is great news, and I would like to thank the Zip Casino for resolving this issue quickly. Very much appreciated. :)

Dear yuhastus, can you confirm the issue has been resolved to your satisfaction, please? Thank you.

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

Dear yuhastus,

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,

Matej