Zodiac Casino - Pelaajan kotiutusmenetelmää on rajoitettu.

Hi,

I'm having a frustrating issue with my withdrawal. I deposited using MuchBetter, which was accepted without any problem. But now, when I try to withdraw, I'm told that method isn't available.

Support explained that some deposit methods aren’t valid for withdrawal, but I was never informed that MuchBetter would be removed. I specifically use e-wallets like MuchBetter and MiFinity to keep transactions off my personal bank account, and now neither is available.

When I asked why this change wasn’t communicated, all I got was a generic apology. I'm now stuck with no suitable withdrawal option. This feels unfair and unprofessional. I’d appreciate help resolving this.

Dear blackdot,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals, too. Also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• Could you please share a screenshot of what your withdrawal and deposit options are?
• Could you please share chat transcripts or emails you exchanged with the casino, reaching out for assistance? My email is tomas@casino.guru

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,

Tomas

Hi,

I did get informed about other methods of withdrawal yesterday when I went to their support in chat, only after I found out that I cannot withdraw to MuchBetter, but none are suitable for me. They are all for withdrawing to my personal account or I have to open a completely new account only for this purpose. Which could have been avoided had they informed me in the beginning that I cannot withdraw to MuchBetter or if they declined my deposit through MuchBetter. My account is also fully verified. I only talked to their support in chat and they do not provide transcripts but I have screenshots of the chat that I sent to the email you provided. I sent the other options I have for depositing and withdrawing in that email as well. Other than that my only communication with them through email was them informing me I need to do my verification and once my account was verified.

Thanks for your patience.

I went over your conversation with the casino.

If you insist on not using your current bank account for withdrawals, the only option I can recommend is to open a new account. Unfortunately, we are in no position to dictate which payment methods the casino should adopt, or penalize the casino in case they offer you only limited alternatives for payout.

Please let me know how you wish to proceed.

Looking forward to your reply.

Dear blackdot,

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,
Tomas
Casino.Guru