ZAR Casino - Player’s withdrawal has been delayed.

Two payments were made via instant EFT, these monies went off my account and was never credited to my profile. I requested a refund for these monies. From June till date, every person I have chatted to via live chat, advised that it is with the finance department. I had to confirm over and over my banking details and they keep telling me that my query has been escalated. I have told whomever I have chatted to, that the interest earned on my money was enough to cover the cost of an immediate payment into my account. But again, I am given the run around.

Dear Shelika,

Thank you very much for submitting your complaint and for forwarding the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC account verification successfully in the past? Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi, I have never won, I played on ZAR casino for only 2 days and after depositing via instant EFT and the monies not being credited to my player account, I never played again, this payment is actually a refund and not winnings. ZAR casino made no contact with me regarding releasing my refund.

In the 3 months, they have not even credited my player account for the R500, which is really unprofessional therefore I opted never to play again and wanted my monies refunded.

For three months, I've sent them numerous emails, and never received a reply, only when I advised them that I will be laying a formal complaint, did they email requesting proof of payments, yet I had sent through my bank statement 3 months ago showing the transactions that went off my account. I have had several discussions with them via live chat and for the past 3 months, the only thing they tell me is that my query has been escalated to the finance department. Then now the apparent supervisor says that it takes a few days.... Which again, I have heard several times. They have not asked me for anything other than proof of payments and all they say is that it's been escalated to the finance department and that they have no further contact with the department.

They have asked me to call a number.... When I do call, it says that the number has changed and unavailable. There is a toll free South African number which is never answered and I am at my wits end as if might be a smaller amount, but judging by the other complaints, this is their modus operandi.

I’m very sorry, Shelika, that I’ve misunderstood the issue at first.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

Dear Shelika,

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

The player can reopen this complaint anytime.