Zip Casino - Withdrawal of player's winnings has been delayed.

Here is a summary of the situation:

• I made a deposit of 150 euros and got a bonus for the same amount. I completed all the turnover requirements as per the terms and conditions.

• I submitted a withdrawal request for €1000 on 29.6 and sent all necessary identification documents in advance. I received confirmation that my account had been successfully verified via email and also on-site.

• After the promised max 72 hours, I had not received the withdrawal nor any update. I contacted customer support, who then informed me—only at this stage—that my VIP level only allows a €600 withdrawal. This restriction was not mentioned during the withdrawal process, yet the VIP level and limitation is visible on the site. However, I question why the system allowed me to request €1000 in the first place.

• I cancelled the €1000 request and submitted a new withdrawal for €600, complying with what the support had advised. This request was cancelled almost immediately without prior notice.

• Once contacted, support then demanded a photo of me holding my driver’s license so that my elbow was visible—a request that I found extremely unreasonable and unclear. After several back-and-forth messages and photos, they finally accepted an image of me holding the license next to my face.

• I then sent a new withdrawal request for 600e on 2.7 and another for 400e 24 hours later. After 72 business hours passed without them doing anything, I again contacted the support and received no reply.

It feels pretty clear that they abuse the KYC process just to delay paying me anything and hope that I would play it back. A crooked MO. And I am afraid that they will keep demanding new docs every 72 hours without your help. So far I have sent them: 

-Front and back of the driver’s license

-Photo where I’m holding the driver’s license in front of my face

-Selfie through the system

-Bank statement 

I also tried to ask them who regulates their company so I can file a complaint. Got an address to their internal email box, even though I asked for an external one. No one answered to me when I reached out to the given address multiple times. 

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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

Dear player,

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,

Dominika