The player from Germany is struggling to complete the KYC. He provided all the required documents, but his residence card has expired. He gambled away all of the winnings.
ZetCasino - Player’s struggling to verify his account.
Amount: €9,000
ZetCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I made a deposit at Zet Casino and played with no bonus. I only played roulette. I won 9,000 euros in the process.
The first time I wanted to withdraw, I asked if the casino needed any documents from me. You said no. Then it was said that you still need documents. I have provided you with all the necessary documents such as proof of address and passport. Then you wanted my residence permit. I also made it available to you. Then it was said that my residence permit had expired. I then sent you a document from the authorities that stated explicitly that I have a residence permit and that the new one is currently being drawn up. Nevertheless, my old residence permit is valid during this period. I've been waiting for a verification for a good three weeks now. The casino only replies to every email after three days. I just want to cash out my winnings. You have received all the documents you need. I have screenshots of my winnings. Please help me.
Automatic translation:
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3 years ago
Dear Begino,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Is providing the residence card the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?
If there is any other relevant communication between you and the casino that wasn't included in the attachments, please forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello,
the problem is that i have the feeling that they are playing for time and not wanting to cash out. My residence card is still valid. I have attached a letter from the competent authority confirming this, which I can also send you. My documents are complete. I requested the first payment about a month ago. First of all, they canceled all payments several times. It was always said that my bank was not reached, which is not possible at all. Then I had to pay out again and then you wanted the documents. I sent it and now I'm waiting for an answer again. Unfortunately, I don't know what has already been approved and what has not. The documents are complete. I'm just afraid that they won't or won't be able to pay me the money.
Automatic translation:
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3 years ago
Thank you very much Begino for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Translation
Hello, I gambled away the money. I've waited over a month now. This is what this casino aimed for. You don't need to do anything anymore. However, this casino does that for everyone, so you could rate them worse. They are absolutely dubious.
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3 years ago
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.
