The player from Germany is complaining about the lengthy and complicated verification process. We rejected this complaint as the funds have been played before we could intervene.
ZetCasino - Player’s struggling to complete account verification.
Amount: €500
ZetCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
What a shit…. I've rarely seen it.
Only lured with a big win that was also paid out (took two weeks). Paid in again later and won a good amount of money. However, this was not paid out, the support tells me that I have to submit documents which I have also done ps when asked why it was not necessary to hand in all of this the first time there was no answer.
I have now waited almost 1.5 months for my verification and payment and wrote over 15 times with support and the "finance department" but apparently without success have now gambled my winnings. Total rip off this site.
You should actually take legal action against such fraud.
After I gave everything, there were ping calls and fake SMS regarding DHL parcels, which means that the data will be passed on in any case.
Automatic translation:
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3 years ago
Dear Philipp,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
Do I understand correctly that you have played and lost your winnings?
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,
Petronela
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3 years ago
Translation
I was informed that online bank statements did not work after I wrote with 4 different people because I have an online bank, there was an alternative in front of a statement.
In the conversations I was never really helped - only automatic replies or advertising for the website in the form of new slots. For the first two weeks I was only told the payment was being processed after I contacted me again and said I had to verify my account. But had already received a payout beforehand.
Automatic translation:
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3 years ago
Thank you, Philipp, for the explanation, however, did I understand correctly that you have played and lost your funds already?
Public
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3 years ago
Translation
Yes is gone now. Since after waiting so long I no longer assumed that I would get anything
Automatic translation:
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3 years ago
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, 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.
