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Hello, I requested a withdrawal of €800 on March 31, 2025. As of today, April 14, 2025, it has not yet been credited to my bank account. I'm worried.

Best regards

Hallo, ich habe am 31.03.2025 eine Auszahlung in Höhe von 800 € in Auftrag gegeben. Diese ist bis heute den 14.04.2025 noch nicht auf meinen Bankkonto gutgeschrieben worden. Ich mache mir Sorgen.

Mit freundlichen Grüßen

Dear Mugiwara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active 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,

Veronika

Dear Veronika,

Thank you for your feedback.

I've been a Zetcasino customer since 2021 and have made several successful withdrawals in the past. I've fully completed the KYC verification process, so everything's fine in that regard.

My current winnings were also achieved without an active bonus.

I've been waiting for my payout since March 31, 2025...

I hope this information is helpful and look forward to your support in resolving my issue.

Best regards

Mugiwara

Liebe Veronika,

vielen Dank für Ihre Rückmeldung.

Ich bin bereits seit 2021 Kunde bei Zetcasino und habe in der Vergangenheit auch schon mehrfach erfolgreiche Auszahlungen vorgenommen. Die KYC-Verifizierung habe ich vollständig abgeschlossen – in dieser Hinsicht ist also alles in Ordnung.

Meine aktuellen Gewinne wurden zudem ohne einen aktiven Bonus erzielt.

Ich warte seit dem 31.03.2025 auf meine Auszahlung...

Ich hoffe, diese Informationen helfen Ihnen weiter und freue mich auf Ihre Unterstützung bei der Lösung meines Anliegens.

Mit freundlichen Grüßen

Mugiwara

I'd also like to add that I took screenshots and saved the chat histories with customer support, in which I'm repeatedly assured that the withdrawal has already been approved from the casino's website and it's just up to their provider or bank to send it to me. This status has been the same since April 4, 2025 (processing)... nothing's happening.

Zudem möchte ich hinzufügen, dass ich Screenshots gemacht habe und die Chat-Verläufe mit dem Kunden-Support auch gespeichert habe, in denen mir immer wieder versichert wird, dass die Auszahlung aus der Seite des Casinos aus schon genehmigt worden ist und es lege nur an deren Provider bzw Bank es mir zu schicken. Dieser Status ist seit dem 04.04.2025 (Bearbeitung)... es tut sich einfach nichts..

Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your withdrawal request at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

Dear Mugiwara,

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.

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,
Veronika
Casino.Guru