ZAR Casino - Player’s withdrawal has been capped and delayed.

I made a withdrawl on December 21st of R1000 with i still have not received. Then on December 28th made another withdrawl for the amount of R6000 no where on the bonus information did it show that I could only get a payout of R1000. I have been going back and forth, the agents are so rude the drop chats. When asking when the processed withdrawls they refused to give information or information that does not match up. I enjoyed the site regardless win or loose daily and to get such service is appauling.

Dear Karen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.zarcasino.co.za/terms-and-conditions:

"Deposit Match Bonuses of less than or equal to 100% do not have a maximum withdrawal restriction.

Deposit Match Bonuses greater than 100% carry a R1000 maximum withdrawal."

It means your winnings have been reduced rightfully.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Regarding your delayed withdrawals, it’s quite usual for payments 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

Thank you so much for your quick response and for explaining things to me.

Upon chatting with the agents my chats were terminated or I simply got no reply.

I have been playing on ZAR casino for quiet some time now so my KYC is complete.

I just so had withdrawl received in the month of November which took about a week.

I got confirmation my withdrawls have been processed yet when asking the process date the agents refuse to give the information.

I have even asked for transaction ID's and emailed the support email yet to receive a response.

I love ZAR its my get to go place when I'm bored, I im just not happy with the service given for been such a loyal client regardless if I win or loose.

Karen

Thank you very much, Karen, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gilly1205,

I looked at your complaint and will do my best to help you. I would like to invite ZAR Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Hi all,

just like to let you know I have received only R1000 thus far I am still waiting on the other R1000 which was capped on my withdrawl of R6000.

Hi its now getting frustrating. Agents are just saying my withdrawl us processes to get me off chats yet I know they lying. Emails sent to the support group too was told I should receive everything latest Monday and we are at Thursday morning in South Africa. What triggers me but promo emails sent is the casino offers bonus offers of over 100% and people hitting jackpots with such bonuses but their withdrawls are not been limited to R1000 depending where they from. And what i can't seem to find on my statement history is what bonus was applied to me making deposits as there is something definitely not right here...

Just another factor. I does not seem the finance department does not know what the doing December i won good. There was a withdrawl of 3000 and then of 2000 and after that I made a withdrawl of 1000 on the 19th, 21st and then the 6000 which was capped on the 28th

Why can they not just pay wat is due to me.

We would like to ask the ZAR 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino:

"Hi Gilly1205,

I'm really sorry about the delays. Can you please confirm that you have received the missing R1,000 now ? Our finance department had this one mixed up but confirms that it has now been paid.

I apologize for support not being able to fully answer your queries regarding your withdrawals. I will personally have a chat with them.

I have left a small gift on your casino account, please contact support to claim it.

Please let me know if you received the R1,000.

Thank you.

Kind regards,

Lea"

Hello Lea,

Thank you for you response.

Yes I have received it and I'd like to thank you.

If I may add one thing, I myself am an agent I work for Amazon and they way the agent handled this contact was at times very unprofessional.

I'm sure they saw my contact history and some would just say yes its paid out yet they refused to confirm dates. Some would not respond at all and just drop my chat up until I just gave up.

I love ZAR its my go to place win or loose.

I would definitely recommend anybody to play on ZAR as it is user-friendly and secure and im sorry that it led to this and hope going forward this will not happen again.

The rating on this casino is most defs a 8.5.

Thanks once again

Dear Gilly1205,

can I consider this case as resolved?

Hi Gilly1205,

Thank you for confirming and leaving this feedback. I really appreciate it. I've had a talk with our customer support team regarding this and I'm positive that they will make sure they handle the chats better going forward.

Thank you again.

Cheers,

Lea

Dear Gilly1205,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.