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I deposited around €900 and played live casino games, growing my balance to €2,530 without using any site bonuses. When I attempted to withdraw, the status showed "pending." I contacted live chat and was asked to complete KYC, which I submitted and got approved. However, when I asked about the withdrawal timeframe, I was told they’re experiencing a "technical difficulty" and would update me once resolved. Since then, I’ve received no communication and have had to reach out via live chat daily for updates. On live chat they just give the same generic response stating "We will let you know" There is zero customer service and they’ve failed to provide reasonable explanation or effort to resolve the matter. Almost like they are stalling.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika

Thank you for your response.

There has been no correspondence from Zolobet and they have not processed my withdrawal.

Thank you

Dear player, 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 let us know whether the casino has informed you how long these "technical difficulties" are expected to last?

Have they offered you any alternative withdrawal method or solution in the meantime?

Can you confirm whether your withdrawal requests are still showing as pending in your account?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi

I have not made any withdrawals before these were my first withdrawals on the site.

i can confirm they are still showing as pending on the website.

Live chat is still saying "they are experiencing technical difficulties"

Dear player, could you kindly let us know if there have been any updates from the casino since your last message?

Have you received your withdrawal by now, or is it still showing as pending?

Have you been provided with any timeframe or further explanation beyond the repeated "technical difficulties" response?

Hello

the payment is still showing as pending I have not received my withdrawal nor my initial deposit. Everytime I contact customer live chat they claim the "technical issue" is ongoing. They do not give a timeframe of when it’s expected to be resolved. Upon reading other peoples recent reviews it seems to be a common theme and many others are sharing the same experience.

Thank you very much, player, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Midnightpurple,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite ZoloBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett