ZeSlots Casino - Player believes that their withdrawal has been delayed.

I opened a zeslots casino account and lost some money but then I won most of it back so asked to withdraw it all but no sign of it. I have emailed them and messaged them but getting no replies. That are just ignoring me. The form I filled in for the withdrawl was for a bank transfer back to my bank and had to put in details of my bank account and bic/swift numbers even though when I deposited they took this directly from my visa account. Also my person details, name address etc have now disappeared from the website. I did not take up their offer of a bonus so was playing with real money so did not have to wager any winnings. This is my money, surely they can’t just keep it? When I made the withdrawal a message came up saying yes it was a success but still not received it. I can still sign into my account and the 656 euros is still showing as my balance but surely it should be showing as withdrawal pending?

Dear lorrainemeynell,

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 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

Hi

I have emailed them my ID and asked them to let me know they have received this but no reply

thankyou Lorraine

The 656 euros was still showing as my balance but then on 5th January my balance was showing as 0. I finally received an email from them on 5th January which I have sent a pic of, I don’t know what faled means? I still didn’t receive my money and then on 12th January, a week later, I received another email which I have enclosed the 2nd picture of. They are just stalling by asking me to send different things when I have already sent details of the card I used to deposit on 5th January. I still haven’t received my money.

please can you help

Thankyou Lorraine

Please see messages above and I have still not received my money. I requested the withdrawal on 1st January and it is now 15th. Please can you help. Thankyou Lorraine

Dear lorrainemeynell,

Have you received your withdrawal from the casino yet?

No I have not. Please can you read the messages above and pictures that I have attached

I have emailed them my ID and asked them to let me know they have received this but no reply

thankyou Lorraine

The 1st picture on here was the message I received when I put in all my bank details for the withdrawl of 656 euros on 1st January. The 2nd picture is from 5th January when my balance was showing as 0.00. The 3rd picture shows that all my personal details have been removed from the website and the 4th picture does not show any if the bets I made in the last 30 days. I don’t know if this helps you?

Thankyou Lorraine

Thank you for your reply, lorrainemeynell. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you received any confirmation regarding successful verification?

No this was my first withdrawl so I don’t have a history to show you but looking at the website it does not give you the option to see any withdrawl transactions, I have enclosed a picture of what it shows. When I click on withdraw it takes me straight to the page where I fill in my bank details for where I want the withdrawl to go to. I sent my ID on 5th January and asked them to let me know that they received it but no reply again! Have you read all the messages I have sent above? They may help you and answer more questions you may have. Thankyou for your help Lorraine

They have sent me a text on 18/01/2024 saying 45% Cashback on all deposits and get the cash back within 24 hours. I enclose a picture of the text. They are a joke. They can’t send me my money or email me any replies but can text me!

They have text me again today, Friday 18th January asking me to deposit!!! How can they go this and give me my money

Sorry the above should read not give me my money

Hello Kristina

On my bank statement it shows the deposits I paid to Zeslots were actually paid to www.mentionsound.com which I did not authorise. I have done a bit of digging and this company says it is a sound/ music website. I have tried to email them regarding my money but the email is false and is undeliverable. I don’t know if this company and Zeslots are running a scam together?

lorraine

Thank you very much, lorrainemeynell, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Stefan please don’t ask me to wait the 10 days again as I think they are lying. I would prefer it if you got involved with them immediately.

Whenever you reply to me on here I will reply back to you within 24 hours so if it is possible please don’t keep me waiting 7 days until you look at my reply. I really appreciate your help as I am getting nowhere with them.

lorraine

Hello lorrainemeynell,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ZeSlots Casino representative to join this conversation and participate in resolving this complaint.

Dear ZeSlots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Stefan I have actually received my money! I have been constantly emailing them with threats of taking this further but thankyou for the help you have given up to now. I’m still not sure if Mention sound, who were the company my deposit money was paid to and not zeslots, are both in this together to scam people?

lorraine

Hello Loldai,

I'm glad to hear that your issue has been resolved successfully. 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,

Stefan, Casino.Guru