Zip Casino - Pelaajan kotiutuspyyntö on viivästynyt.

I made my first withdrawal request on May 18. My account was verified the same day and I received an email that the withdrawal would take place within 72 hours. It didn't happen, but more verifications were requested. Sometimes I felt like I was on a hidden camera because no selfie seemed to be acceptable. I'm not going to lie, I've taken about 30 different selfies + everything else as verifications for the casino. Finally, the verification was approved on May 23. And I received another email that the withdrawal would take place within 72 hours. Now 216 hours have passed since that message and I haven't seen my money and my withdrawal request has disappeared from my casino list where the transactions are displayed. The casino's customer service just asks me to be patient, nothing more. So I don't get any concrete answer from them about when I might get my money. I think 2 weeks is way too long to wait for a withdrawal.

Olen tehnyt ensimmäisen kotiutuspyynnön 18.5. Tilini varmistettiin samana päivänä ja sain sähköpostin että kotiutus tapahtuu 72 h sisällä. Ei tapahtunut, vaan pyydettiin lisää varmennuksia. Minusta välillä tuntui että olen piilokamerassa, koska mikään selfie ei tuntunut kelpaavan. Valehtelematta olen ottanut n 30 eri selfietä + kaikkea muuta varmenteita kasinolle. Vihdoin varmennus hyväksyttiin 23.5. Ja sain taas kerran sähköpostin, että kotiutus tapahtuu 72 h kuluessa. Nyt tuosta viestistä on kulunut 216 h ja en ole nähnyt rahojani sekä kotiutuspyyntöni on hävinnyt kasinon listaltani missä tapahtuman näkyvät. Kasinon asiakaspalvelu pyytää minua olemaan vaan kärsivällinen, ei muuta. En saa siis mitään konkreettista vastausta heiltä, että milloin mahdollisesti saan rahani. 2 viikkoa on mielestäni aivan liian pitkä aika odotella kotiutusta.

Dear Sannade,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process. To assist you further, could you please provide some additional information regarding your situation?

• Have you received any communication from the casino regarding the status of your withdrawal?
• What method did you select for your withdrawal (e.g., bank transfer, e-wallet, credit card)? Have you used the same payment method for depositing?
• Has the amount that disappeared from your transaction list been returned to your gaming balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, I have received a response that I just need to be patient. And they have said that they have been in touch with the payment team. But I have not received any response as to when I will receive my withdrawal.

I have set my withdrawal method to bank transfer, i.e. payment to a bank account. I have made a deposit to my gaming account with a credit card.

The withdrawal amount has not been added to my balance, so it is no longer visible anywhere. A withdrawal request made later still shows as pending. I could still cancel it and it would apparently be transferred to my balance, but I don't want to spend any more euros at this casino.

Hei, olen saanut vastauksen, että minun pitää olla vain kärsivällinen. Ja he ovat sanoneet, että ovat olleet yhteydessä maksutiimiin. Mutta mitään vastausta, että milloin saan kotiutuksen, en ole saanut.

Kotiutustapani olen laittanut tilisiirron, eli maksu pankkitilille. Talletuksen pelitilille olen tehnyt luottokortilla.

Kotiutussummaa ei ole lisätty saldooni, sitä ei näy siis enää missään. Myöhemmin tehty kotiutuspyyntö näkyy vielä tilassa vireillä. Sen voisin vielä peruuttaa ja ilmeisesti siirtyisi saldooni, mutta tähän kasinoon en halua käyttää enää yhtään euroa.

Could you please send me a screenshot of any active withdrawal requests currently visible in your account?

Also, kindly note that we generally advise players to allow up to 14 days for their winnings to appear in their bank account. Based on our experience, most withdrawal requests are processed within this timeframe. While the wait can understandably be frustrating, such delays are, unfortunately, not uncommon — particularly if the casino is experiencing a high volume of requests, internal processing issues, or if there are issues on the side of the payment provider.

Dear Sannade,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.