The player from Spain faced repeated rejection of his withdrawal requests as the casino denied the images submitted to verify his deposit. Despite having provided all required documents and multiple submissions showing the necessary information, his withdrawals remained unprocessed. The issue was resolved after the player marked the complaint as resolved, indicating that the casino had accepted the verification documents provided. The Complaints Team confirmed the resolution and offered further assistance if needed.
Zip Casino - Player’s withdrawal requests are being rejected.
Resolved
Our verdict
Case closed
Amount: €952
Zip Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
The casino rejects all withdrawals made over and over again because it rejects the images sent to verify my deposit.
I sent all the requested documents to verify my ID, and they were accepted. However, they are now rejecting all the images I sent proving my deposit with everything they requested, arguing that they can't see what they're asking for. I've sent them in a multitude of different ways with all the information visible so there's no doubt about it. Therefore, all my withdrawals are being rejected.
Automatic translation:
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6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the proofs of deposit you sent to the casino for verification? My email address is veronika.f@casino.guru.
Does your proof of deposit contain all the information necessary to verify that the deposit was made to you from a payment method that is solely in your name?
Have all your other identity documents been successfully approved and verified during KYC?
What types of games did you play?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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6 months ago
TranslationFinally, after sending several different images, they accepted it and verified my account. Thank you for your attention.
Automatic translation:
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear robentt,
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,
Veronika
