The player from Texas faced challenges in the KYC process for withdrawing funds, as the casino deemed his secondary proof of residency insufficient despite having provided a driver's license, bank statement, and letters from the bank. The player was frustrated by the lack of clarity regarding acceptable secondary proofs and was required to restart the process. The Complaints Team concluded that the casino was not an official establishment but a social casino, resulting in the closure of the complaint as it fell outside their jurisdiction for dispute resolution. The player declined the option to reopen the case after stating that the casino had not acknowledged his KYC documentation.
Zula Casino - Player is delayed in completing KYC for withdrawal.
Closed
Our verdict
Other
Amount: $1,900
Zula Casino
Safety Index:LowCase summary
Discussion
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1 year ago
Hello derbyshiredylan41,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zula Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
they just reset my kyc yesterday...I've sent them everything you normally need for verification.
drivers license with correct current address
bank statement showing current address along with wife's DL because she is also on the bank account.
sent them a picture of a letter from my bank showing my current address.
birth certificate
and just sent them our insurance current policy which I'm on it with our current address as well as triple proof of residency... I haven't heard anything back since i resubmitted all my verification paperwork AGAIN
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1 year ago
Hello derbyshiredylan41,
After reviewing the website we found out that it is not an official casino but a social casino.
"Social casinos" are not part of our database, and as a result, we do not engage in facilitating dispute resolutions related to them.
We will be unfortunately forced to close the complaint.
Best regards,
Nick
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1 year ago
With the recent change in our policies and now accepting complaints on behalf of players having issues with social and sweepstakes casinos, we have offered derbyshiredylan41 an option to re-open this case on his behalf.
The player refused this option stating, that the casino has never acknowledged his KYC documentation (that has been passed in many other social casinos), and in the meantime he has gambled away any leftover money on his account and stopped playing at Zula Casino altogether.
Respecting the player's decision, this complaint will stay marked as 'rejected'.
