Zaza Casino - Player's not able to complete account verification.

I deposited on Zaza Casino on March 1st 2023, I claimed their Welcome Bonus with a deposit of 1000$, I wagered within their terms and after completing wagering, I was left with a balance of 14023$. I followed up with attempting to verify my account but the system was not allowing me to do so, on March 8th I attempted to login, but I was locked out of my account and I followed up with contacting the support team by email. I was notified that it was standard procedure and I needed to be patient as the casino conducted an audit of my activity. Since that initial contact, I have sent 5 other communications asking for a timeline for this audit or any extra information on why I was locked out. The casino just keeps responding with the same message and asking me to be patient. I find it very odd that a casino locks me out of my account and takes such a long time to perform an audit after only claiming their initial welcome bonus. As I mentioned, to support depositing 1000$ is a pretty large amount and to lock me out of my account with no reason given or timeline does not seem like standard procedure or something I should take lightly. I am hoping to resolve this issue in the most transparent way possible. My intentions are only to verify my Identity and withdraw my funds since I know I followed their terms.

Dear Stasse1997,

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

Please allow me to ask you a few questions so I better understand the situation.

Could you please explain in more detail how you were prevented from submitting any documents for verification before you lost access to your account? Has the casino indicated in any way that verification is required from you and how to proceed in order to submit your documents? If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru

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,

Tomas

Hi,

After completing my wagering I attempted to withdraw but system advised me to verify my account. My Id document was rejected but the system did not give a reason, I made a few more attempts by improving the quality of the image, but that didn't work. I contacted chat support and they weren't very helpful, if I remember correctly they advised me to try using a new browser which didn't work. The following day I was locked out of my account. I attached my first 2 communications by email with the casino regarding my verification and being locked out of my account.

Thank you very much, Stasse1997, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi Stasse1997,

I've just reviewed your case and am sorry to hear about your struggles with the audit of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Zaza Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us how much time security checks take? The player's been waiting for nearly a month, which is unusually a long time. Would you please speed up the process? Are there probably any other issues with the player's account?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hello dear Natalia and Tomas,

Hello dear Stasse1997,

We would like to inform you that our team has finished the audit procedure 03/04/2023. Stasse1997’s account is verified. We do regret that it took so much time to pass the audit. We are working on improvement of the process in order not to have such long-term audits.

Dear Stasse1997, we have already added a bonus to your account as an excuse.

Also, our VIP team member will contact you in order to hear your thoughts of how Zaza can be better. We hope you'll enjoy your time with Zaza.

Kind regards,

Zaza Casino Team

Dear Zaza Casino Team, thank you very much for the information.

Dear Stasse1997, could you please confirm that your problem has been resolved and your account is now verified?

Regards,

Natalia

Dear Stasse1997,

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.

Hello, yes my problem was solved. Thanks for your help

Dear Stasse1997,

I'm glad to hear the confirmation from you. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia