The player from Germany is experiencing difficulties verifying her account. Player’s complaint has been resolved successfully.
ZetCasino - Player’s struggling to complete the account verification.
Amount: €500
ZetCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
ZetCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I played with them that I had a good bonus offer
I won and also made the bonus
after which i wanted to pay out they asked for documents
they wanted my passport and i handed in a proof of address
after that they wanted my residence permit gur verification
I also sent that
then mail came the card was not valid
the title is unlimited and therefore also valid, dene declared several times the date what they think my deadline is actually the expiry date of my old passport
to which have the photos of my new
the foreigners authority also says the title is valid
have been waiting for my money for 2 weeks now the support is extremely slow for every email wait for an answer 2 to 3 days
i will complain to the authorities something like zet shouldn’t operate a casino in germany
I also played other casinos. If I won, proof of address, passport photo was completely sufficient for verification
Automatic translation:
Public
Public
4 years ago
Dear Kiraz,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that permanent residency permit seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
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
Public
Public
4 years ago
Translation
They approved and paid out yesterday
had to threaten lawyers and authorities
Automatic translation:
Public
Public
4 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Kiraz, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
