Zip Casino - Player's withdrawal is delayed.

Good day!

My payment has been withheld for a long time, despite me submitting all the identification and address proof documents:

Hungarian photo driving license

A recent Austrian residential address registration paper with a call number

Hungarian utility bill (home internet)

Austrian payroll paper

Photos of my bank card and a bank statement

Several selfies where I'm holding my ID card and a handwritten piece of paper with today's date written on it, "HELLO Zip casino"!

What they are asking for now:

a selfie with my driver's license, my arm should be visible and the photo should be taken in front of my address so that the sign, house number and street name are visible...

I have attached the pictures.

Dear Miki889,

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.

• Could you please clarify which address you indicated in your player's profile in the casino?
• Are you able to supply proof of this address to the casino?
• Could you please share with me the communication from the casino asking for the verification documents? Share it with me to my email at [email protected]
• Have you achieved your winnings with the help of a bonus?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello! I sent you the requested photo by email!

Hello! I would like to know how the investigation of my case is going? Because now the thing is that it is true that my address proof was accepted on Saturday 21.06, but since then, for some strange reason, I have not been able to enter the Zipcasino website, and in fact, there has been no progress with my withdrawal request of 19.06!

Thanks for your patience.

I checked the website, and currently it's impossible for me to complete registration using either Hungary or Austria as a country.

Austria and Hungary are mong restricted countries listed in the casino's terms and conditions.

Could you please confirm when you registered an account in the casino and which country you entered during registration?

Looking forward to your reply.

hello

I registered in late 2023 with Hungarian data... there were no problems until I won and requested the payout.....

hello, they finally accepted the address verification, my account has also been verified,

Then when I asked for payment, they came up with another ridiculous request!

I would like them to review the site as soon as possible because they do not want to make the payment....

Thank you very much, Miki889, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Miki889,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

However, in the meantime, I strongly recommend you provide the casino with the required information/details/documentation following their instructions and meeting the casino's conditions/requirements for the documents. It is very likely we will be unable to move anywhere without your full cooperation.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

What needs to be done on his side to complete the KYC and/or withdraw his balance?

It would be highly appreciated if you could clarify why previously provided documents could not be accepted, what the problem was with them, and what exactly should be provided and what conditions it should meet so the user could pass the KYC. More clear instructions would significantly simplify the entire process.

If needed, or we are talking about a breach of the casino's Terms and Conditions, and any portion of the complainant's disputed funds should be confiscated, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

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 Miki889,

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,

Branislav, Casino.guru