ZetCasino - Player's account frozen during withdrawal.

So I have been playing on Zet Casino for a long time and never had any issues, i have played there for more than a year. About a month ago I had a sizable win of 1300€ raw cash. Before this i made lots of deposits everyday for a while, they even paid me out 200€ like 6 weeks ago. Now they are requesting KYC verification again and they request pictures of a credit card I havent had for over a year since I had canceled it around a year or so ago. They let me withdraw 200€ without issue two weeks prioi and now that Im withdrawing bigger amount they are asking the impossible of me, when nothing changed and I didnt use any new payment methods. I emailed their support a week ago explaining the situation and sending all pictures of all other payment methods and cards I have but they have not responded and frozen my account. I won that money fair and square after loosing a lot to this casino. I can provide documentation for all the money I deposited to do so. I hope you can help me, I have attached some photos.

Dear winnah,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes, you are understanding correctly the verification of my closed credit card is the only thing standing between me and my winnings. I have submitted ID verification a week ago already.

Thank you very much, winnah, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.  

Dear winnah, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite ZetCasino representative to join this conversation. 

Dear ZetCasino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Customer,

Thank you for reaching out.

We would like to inform you that despite the card being expired, we need you to provide us with proof of ownership for that card. You can upload it in the verification section of your profile or submit it via email.

Best regards,

Customer Support

And what would proof of ownership look like if I dont have access to the app nor the card nor the online portal anymore? Youre giving me an impossible task with the hope of not paying me

Dear ZetCasino,

thank you for your reply.

Dear winnah, 

I understand that requesting this kind of proof of ownership may seem as exaggerated, however the casino has a right to ask for it. If you owned this card, then your payment provider must have this information stored in his internal files. As a formal client you are entitled to request a statement from them asking to confirm you indeed were a rightful owner of this card. You may not have an access to the mobile app, but you can always call a customer service or pay a visit to the bank institution. I am sure we can find a solution so you may receive your funds as soon as possible.

Dear winnah, 

Thank you for your reply. Will you be able to forward me the email with your old card. You have submitted this information before as a screenshot, however the quality of the screenshot was hard to read. Please send it to katarina.d@casino.guru. You can as well include your new card, the one that replaced the old one and for the security reasons, please make only first 6 digits and last 4 digits visible. CVV covered.

Looking forward to your email.

Hey, i have sent all requested pictures etc. To your email

Dear winnah, 

Thanks for your emails.

Well since there is no name on the card in question, it is very likely you have provided some additional proof of ownership when you were first asked to (your very first KYC check). If you are able to find this old email with document attached, I suggest resending the very same document to the casino.

There is other possibility I must mention. Would you be able to go to your financial institution personally and ask for a statement where they provide the list of your former cards?

Unfortunately thats not possible, the kyc Process happens on the zetspins website without any emails and I cannot travel to sweden personally for this matter as I work full time

Dear winnah, 

I am currently communicating this issue with a casino representative outside this complaint thread. I let you know once I receive any relevant new information. In the meantime, if you have anything new you would like to share, please do not hesitate to contact me via this thread or email.

Dear winnah, 

what payment method were you using to make deposits at this casino, please?

And what payment method you used to withdraw your funds (200 €), please?

Can you confirm you have sent some other up to date card to casino support to verify?

When exactly did you register at Zet Casino, please?

Looking forward to your reply.

90% of my deposits are made with my debit card from DKB, sometimes once every few months or so I would use one of my two other cards or direct bank transfer. When I first started using the casino I may also have deposited using cryptocurrency or paysafecard, but for the last year or so I mainly use my DKB debit card. The 200€ were payed out via Bank transfer to my DKB banking. I can confirm I have sent two up to date cards to Zetspins support via email (support@zetcasino.com), I have not however uploaded to their casino kyc page as they are asking specifically for the old one. I registered on zetcasino January of 2022. Screenshots are attached

Dear winnah, 

I just received a message from the casino representative who confirmed your account was successfully verified. You should not encounter any issues with requesting withdrawals from now on. Will you be able to confirm the above so we can close the complaint?

Dear winnah, 

can you please remember when was the last time you used this virtual card in question to make a deposit at ZetCasino, please?

a year ago or so, why is my account still locked?

It really should not matter, zetcasino is withholding funds i got from hard work at my job, for which i have proof. The deposit made to win this sum originate directly from my dkb debit where my salary gets paid to. It shouldnt matter what card I used a year or two ago when they have processed multiple of my withdrawals since. Its so frustrating I Work 8-10 hours everyday to pay their casino and when its time to pay me look what they do. They even tell you the problem is solved only to turn around and be like SIKE! Im at the end of my patience, please solve this Katarina.

Dear winnah, 

thanks for your reply.

I am actively communicating with casino, please remain patient. I understand this situation is really frustrating, but these kind of complaints need more time. I will keep you updated with any new information.

They know the payment methods i used to win that money, I have provided it to them already. I can even send you my paystubs for febuary and march, if they are still unsure. The least they can do is return my money.

you can mark this as solved, I lost the money. I wont be playing on their site again.

Dear winnah, 

thanks for the update. Unfortunately, as you have played your balance down to zero, I’m afraid we are forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.