Zula Casino - Player's withdrawal is delayed due to verification issues.

recently bought the 2000 for $999 on zula and won 5500 upon trying to redeem they asked me to send a selfie with the card used to make the purchase. This was not possible because I used a virtual card linked to my credit karma spend account so I told them and sent a pic holding my id and the physical card linked to the same account. Finally today they sent me this email saying I violated there terms because I couldn't verify ownership of the card

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zula Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted the company issuing the card - Credit Karma - to provide you with a confimation the card was issued in your name?
• Is the card associated with a bank account held in your name?
• Have you achieved your winnings with the help of a bonus?

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

Yes I contacted credit karma asking if they can send me an email stating I was owner of the virtual card they sent an email saying I owned a virtual card but they couldn't include the last 4 digits. Yes the card is associated with a bank account in my name. Not really a bonus I bought a discounted pack 2000sc for $999

I have all the screenshots and pics I took saved. My selfie holding my id and the physical card linked to my credit karma, screenshots of my chats with credit karmas support team, screenshot of my purchase, and the emails of my redemption requests.. How likely is it that zula will make this right? It seems they aren't even working with me but against me instead.

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

Dear Newmexsicko,

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,

Tomas