The player from Finland faced repeated requests for the same documents during her withdrawal attempts, which often resulted in rejections after a 7-day waiting period. Despite this, she had received confirmation of account approval twice. The Complaints Team was unable to proceed with further investigation due to a lack of response from her, leading to the closure of the complaint. She retained the option to reopen the complaint in the future if she chose to resume communication.
Zip Casino - Player's withdrawals are delayed and rejected.
Closed
Our verdict
Player stopped responding
Amount: €300
Zip Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
The same documents are requested several times when making a withdrawal. It always takes 7 days after making a withdrawal to receive a message that the withdrawal has been rejected. 2 times I have received a message that the account has been approved
Automatic translation:
Public
Public
5 months ago
Dear Minttuliini55,
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.
- Since when are you attempting to withdraw your winnings?
- Could you please list which documents you have already submitted to the casino and whether they were approved?
- Could you please share screenshots or emails confirming you completed account verification in the casino as evidence?
- Could you please share with me your interaction with casino support to further support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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
Public
Public
5 months ago
Dear Minttuliini55,
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.
Public
Public
5 months ago
Translation
I sent an e-mail. On 19.6.25 I sent new/same pictures of my bank card again. T. ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Thanks for the recent update.
Have your withdrawals been approved in the past?
Looking forward to your reply.
Public
Public
5 months ago
Translation
Hi, all previous withdrawal requests were rejected. Now this last one was approved after 10 days. I do not recommend the casino to anyone
Automatic translation:
Public
Public
5 months ago
Thanks for your reply.
Do I understand correctly that the full 300€ payout reached your bank account?
Please let me know.
Public
Public
5 months ago
Dear Minttuliini55,
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.
Public
Public
4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
