The player from Germany faced issues with ZotaBet, where a payout requested on December 1, 2024, was canceled after being in 'Pending' status for over 5 days, with support citing 'technical problems.' Despite having completed the verification process and not using any bonuses, subsequent withdrawal attempts were also delayed. The Complaints Team acknowledged the player's concerns and confirmed that the casino had processed one payout. However, they were unable to assist further regarding the two unpaid bets related to sports betting due to limitations in expertise and access to necessary tools. Consequently, the complaint was closed.
ZotaBet Casino - Player’s withdrawal has been delayed and canceled.
Resolved
Our verdict
Case closed
Amount: €538
ZotaBet Casino
Safety Index:Very highCase summary
Discussion
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1 week ago
Translation
Withdrawal from ZotaBet cancelled after more than 5 days without reason – subsequent withdrawal also delayed
Dear Casino.Guru Team,
I request your assistance with the following problem with the online casino ZotaBet.
I requested a payout on December 1, 2024.
This payment was in "Pending" status for more than 5 days.
Support repeatedly assured me that the payout would be processed "within the next 24 hours", but this did not happen.
After more than 5 days, my payout was suddenly cancelled by the casino, citing "technical problems".
This behavior is very similar to the experiences of other players who have also reported it on Casino.Guru.
My verification (KYC) was fully completed and accepted.
All documents, including bank confirmation, have been successfully verified.
There are no outstanding documents or discrepancies.
After the cancellation, I requested a refund again.
Support simply informed me that an "acceleration request" had been submitted, but the payout is still not being processed normally.
I would like to emphasize that I have not accepted any bonuses, free spins or free bets that could block my balance.
My entire balance consists of pure real money, including an additional win (approx. €70-80) that was achieved after the cancellation.
I request assistance to ensure that my payment is processed and disbursed correctly.
Thank you in advance.
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1 week ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
Dear Gigabait,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with ZotaBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 week ago
Translation
Good day,
I've only been playing there since the weekend before last. I won some money and wanted to withdraw it immediately. The problem is that I couldn't verify my account at first because of issues on the casino's end. After a lot of back and forth, it finally worked. And since then, I've been trying to withdraw for the first time. But I keep getting put off. They tell me I have to wait up to 96 hours. The reviews here speak for themselves, which is why I was expecting a cancellation.
The email has just been sent.
I'll gladly check it, and thank you very much for your effort!
Best regards.
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6 days ago
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Hello, after almost two weeks of back and forth, my payout was finally approved today after 96 hours (their deadline). Absolutely outrageous, but I'm glad it worked out in the end.
However, one problem still exists, and has existed since day one.
I've been waiting for my first two winnings since November 29, 2025. The money still hasn't been credited! The case is known, but I'm not getting any feedback whatsoever! This is unacceptable.
Screenshots are attached. The chat support representative himself said that he can see I won, but it hasn't been credited to my account.
Since then, I've obviously played quite a lot. I haven't heard anything from support after they said they would get back to me. Yesterday, when I inquired, they asked for the betting IDs. It seems to me they haven't even looked into it. Now I'm supposed to wait. But this problem has been known for almost two weeks!
It's about 36.50 euros. Not the end of the world, but it's the principle of the thing!
Please help me with this case as well.
Thank you!
Edited
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4 days ago
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Update:
Feedback from Zotabet.
This is the height of audacity! Screenshot attached.
I received a response after I inquired again about the status.
The reply I received was: "Hello, your payout has been successfully completed. Please feel free to contact us if you have any further questions."
The problem has absolutely nothing to do with the payout! I've stated several times in emails that this does NOT affect the payout.
They know perfectly well what the problem is, but are now downplaying it with the payout. Now more than ever, I demand justice!
They only asked the token questions about the betting IDs to buy time.
This is fraud and the height of audacity!
I urgently need help.
Best regards
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yesterday
Translation
It's very disappointing that I haven't received any feedback here for over a week. The problem still persists.
Update:
Support is again requesting information that has already been provided multiple times. I have clarified this and asked for specific details regarding the missing information.
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yesterday
Dear Gigabait,
thank you for your messages and emails.
Thank you very much for your patience while I reviewed the supporting evidence you kindly provided. First, I am pleased to hear that you have received your funds. The casino has honored its commitment, and we hope you will not encounter any further issues of this nature with this establishment.
Regarding your concern about the two bets that were not paid out, we are sorry to learn about this experience. Based on the information available, these bets appear to be related to sports betting. Unfortunately, we do not have the necessary expertise or access to specialized tools required to properly evaluate disputes involving sports betting.
As a result, we are unable to accurately interpret the findings of the casino’s internal investigation or fairly assess the situation from both perspectives. Please be assured that we do not view your complaint as unjustified; rather, this limitation simply means we are not in a position to make a well-grounded determination in this case.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards,
Katarina
