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Sequence of Events

March 25th - Open Account

March 25th - Account Closed (no reason stated, sends me email saying verification needed but no explanation of account closure)

March 25th - Send them documents immediately

March 29th - Account still Closed (finally gets back to me and says I do not upload my photo verification. I open the platform, the photos are saved I don't even need to upload again, resend).

March 29th - Photo Accepted

March 29th - Gives me MuchBetter, Ecopayz and Ezeewallet as options for manual withdrawl. (Suspicious)

March 29th - I tell them I am looking to reactivate my Muchbetter account and will let them know.

March 29th - Immediately receive email that for "some unknown reason" Muchbetter is no longer a withdrawl option for manual withdrawl. I suspect this was done intentionally.

March 29th - I check and Ecopayz is not serviced in my country. So basically how are they going to get me my money back?

My request: I request your help to mediate a reasonable withdrawl method that any sportsbook has such as bank transfer, cheque, or even smaller etransfers like they have in their Terms and Conditions.

Dear Harry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful deposits? If yes, what payment method did you use?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Dear Harry,

Thank you for getting back to us.

Could you please clarify what resources you used to collect the information about ecoPayz? It should be available in Canada.

Unfortunately, the only options we have for the manual withdrawal of the funds at the moment are ecoPayz and eZeeWallet. We hope for your understanding on this matter.

If you have any additional questions, please, do not hesitate to contact us via email support@zulabet.com.

Best Wishes,

Zulabet.com

ecoPayz Customer Support

To

c***@yahoo.com

Mar. 29 at 11:27 a.m.

Dear Harry C***,

Thank you for contacting the ecoPayz Team!

We regret to inform that your ecoPayz account has been permanently closed in accordance with our Terms of Use. Unfortunately, ecoPayz services aren't provided in your country of residence.

Please feel free to contact us should you require any further assistance.

Best regards,

The ecoPayz Team

customersupport@ecopayz.com

Original deposits were made via interac e-transfer. I just find it extremely odd and suspicious that they originally told me to send them details for

1. Ezeewallet, ecopayz, or muchbetter for manual payout. Immediately after I told them I was looking into reopening my muchbetter account they said "without explanation" that it is no longer available. Even the mifinity option they provided in the initial verification email is gone...

To this day they have yet to explain why the account is closed or, why my options for withdraw suddenly went from 4 in the initial email to 2....and now 1 since ecopayz isn't usable in my country..

Initial email stating withdrawal "options"

Re: Account verification - [TBT-PRRMD-535]

me

ToZULA Bet

Mar. 29 at 2:20 a.m.

Hello. 

I am a bit concern. I have submitted the id card photos FRONT and BACK and SELFIE through onfido once more for your reference. I didn't even have to upload the photos because they were clearly there to begin with. They should now be in your possession. Email me to confirm that you have received it. 

I am currently in the process of reactivating my Muchbetter account because of your "interesting" withdrawl/deposit practices. I will send you an email with the information once it is activated. 

Harry 

Hide original message

On Tuesday, March 29, 2022, 01:41:28 a.m. PDT, ZULA Bet <support@zulabet.com> wrote:

Dear Harry,

Thank you for getting back to us.

Please note that your Identity Document was not uploaded as requested. We kindly ask you to click on the Identity Documents Verification Link and follow the instructions. Here is the link once again for your convenience:

https://applicants.onfido.com/information/bc1f8020-137c-457b-b014-36e4c66b7de9#/applicant

Please pay attention that the default Identity Document set for uploading is the Passport. If you are willing to upload a different one, i.e National Identity Card or Driving License, you should click on the Change document writing in the upper right corner, then you will be able to choose the type of document. Be also advised that specific ID documents may consist of two photos/images (front and back), Identity Card for example. After you have submitted your Identity Document, it is obligatory you upload a Selfie Photo.

In addition to the above we kindly ask you to provide a screenshot of your Ecopayz, EzeeWallet, MiFinity or Muchbetter wallet (page/s with your personal data, account number, address) for manual withdrawal. Unfortunately, the manual payment will not be possible through Interac.

Please note that your account will remain closed per the decision of our Administration. However, you can be sure that contractual obligations already made will be honoured. Your current account balance is 3170 CAD. Once the verification is completed we will arrange the manual payout.

If you have any additional questions, please, do not hesitate to contact us via email support@zulabet.com or via Live Chat.

Best Wishes,

Zulabet.com

Thank you very much Harry for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Harry,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Zulabet Casino to the conversation to participate in the resolution of this complaint.

Dear Team,

Thank you for reaching out. We will do our best to assist the player in the most efficient way possible.

Unfortunately, we were informed that we will not be able to perform the payment via MuchBetter wallet or Interac. We do not have the technical possibility for the above.

Nevertheless, we have arranged another payment solution that might be more suitable for the client. We can perform the payment to the MiFinity wallet.

You can be sure that we will proceed with the payment as soon as we receive the necessary information. We completely understand the client’s frustration. In order to perform the payout without any further delays, we will pay the whole amount to the Mifinity all at once instead of in several installments.

We appreciate your cooperation.

Please feel free to contact us at any time if you have any further questions.

Sincerely,

ZulaBet Casino

Thank you ZulaBet Casino team for your reply.

Dear Harry,

Please keep me updated.

Hi there,

I am awaiting verification from Mifinity. I have submitted my documents and am waiting. Once it's verified account I'll send the info.

Does Zulabet have a backup plan in case Mifinity fails? Their website does not even have a chat support function...

Best,

Harry

Documents for Mifinity have been sent to Zulabet. Awaiting their response.

Dear Client,

Thank you for providing the documents.

Your account balance was paid out in full. We appreciate your patience and cooperation.

Please feel free to contact us if you have any further questions.

Sincerely,

ZulaBet

As I had feared earlier, Mifinity has rejected my withdrawal from their services multiple times for no reason despite my account being verified. Currently trying to follow up with them but no chat feature. What does Zulabet have to say about this?

Same pattern as Zulabet for denying withdrawal without providing reason.

this is what i was talking about with pigeonholing customers into sketchy payment withdrawl methods to absolve responsibility. this is unacceptable and now my money is stick and i cannot withdraw from mifinity.

any reason why Zulabet is unable to use the 7-8 withdrawl methods they have on their website for "manual" payout? and is pigeonholing customers to 2 (maybe 3) sketchy ewallets with no chat support of any kind?

if my current withdrawl attempt does not go through i request that i send the fund back to Zulabet and have them payout using a reputable payment method such as interac or muchbetter which are clearly stated on their site in the withdrawl options but the company refuses (for no reason stated yet again) to say why these cannot be used for "manual" payout. Peter requesting mediation on this matter and for Zulabet to provide a backup plan if my third attempt at withdrawl with Mifinity does not go through.

Dear Harry,

Thanks for your replies. Did the payment eventually go through?

Eventually went through after long struggle. Thanks for the help.

Dear Harry,

I'm glad to hear that you finally received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter