Zip Casino - Player's withdrawal request has been delayed.

I made my first withdrawal request on May 18. My account was verified the same day and I received an email that the withdrawal would take place within 72 hours. It didn't happen, but more verifications were requested. Sometimes I felt like I was on a hidden camera because no selfie seemed to be acceptable. I'm not going to lie, I've taken about 30 different selfies + everything else as verifications for the casino. Finally, the verification was approved on May 23. And I received another email that the withdrawal would take place within 72 hours. Now 216 hours have passed since that message and I haven't seen my money and my withdrawal request has disappeared from my casino list where the transactions are displayed. The casino's customer service just asks me to be patient, nothing more. So I don't get any concrete answer from them about when I might get my money. I think 2 weeks is way too long to wait for a withdrawal.

Dear Sannade,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process. To assist you further, could you please provide some additional information regarding your situation?

• Have you received any communication from the casino regarding the status of your withdrawal?
• What method did you select for your withdrawal (e.g., bank transfer, e-wallet, credit card)? Have you used the same payment method for depositing?
• Has the amount that disappeared from your transaction list been returned to your gaming balance?

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,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, I have received a response that I just need to be patient. And they have said that they have been in touch with the payment team. But I have not received any response as to when I will receive my withdrawal.

I have set my withdrawal method to bank transfer, i.e. payment to a bank account. I have made a deposit to my gaming account with a credit card.

The withdrawal amount has not been added to my balance, so it is no longer visible anywhere. A withdrawal request made later still shows as pending. I could still cancel it and it would apparently be transferred to my balance, but I don't want to spend any more euros at this casino.

Could you please send me a screenshot of any active withdrawal requests currently visible in your account?

Also, kindly note that we generally advise players to allow up to 14 days for their winnings to appear in their bank account. Based on our experience, most withdrawal requests are processed within this timeframe. While the wait can understandably be frustrating, such delays are, unfortunately, not uncommon — particularly if the casino is experiencing a high volume of requests, internal processing issues, or if there are issues on the side of the payment provider.

Dear Sannade,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.