The player from Germany requested a withdrawal and account closure. He was informed, that the withdrawal had to be processed first, however the transaction was cancelled and funds returned to his account. The issue was eventually successfully resolved.
ZetCasino - Player’s struggling to withdraw winnings.
Amount: €170
ZetCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi,
I asked to withdraw my winnings of 170 euros and to close my account.
I was told by email that I first have to set my player account to 0, otherwise nothing can be paid out. I did that too. Then I was informed by email that I would have to wait another day, then the money would be paid out and my account closed.
Today I checked my player account and found that the money had returned to my player account, although I had been promised that the money would be paid out.
Automatic translation:
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3 years ago
Dear Klaus91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hi Kristina,
I have sent you all the screenshots to your email address. You also received the following email:
I was not told anything about the fact that I still have to submit documents for verification. I even ASKED EXTRA. And yet I was not informed about it. Below you have the screenshots of all communication history.
Look how long I've been waiting for the payment. I have never had so many problems at any other casino, even though it is only a payout of 170 euros. Now you will tell me in the next email how much you regret it, but you still ask me to submit certain documents again.
Look, I want to close my account. Please just make the payout and forego this whole process so that I am finally not tempted to have to play. If you tell me that there is no other way and that the documents are necessary, I can tell you that 3 other casinos have also waived this procedure and closed my account immediately after the payout. I now ask you to finally settle the matter.
With best regards
Klaus El K ***
Edited by a Casino Guru admin
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3 years ago
Thank you very much Klaus91 for your reply and email. I will now transfer your complaint to my colleague Peter 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
Hi Klaus,
I'm taking over your complaint. I find it strange that the casino didn't give you any explanation why the withdrawal failed. I believe you will have to go through the whole verification process because it's a standard procedure in most casinos. Anyway, I will contact the casino and see what can be done. I would like to invite Zet Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Dear all,
We would like to inform you that the player's withdrawal has been scheduled for today.
Please excuse us for any inconveniences.
Best regards,
Zetcasino Team
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3 years ago
Translation
Dear Sirs and Madames,
What about the payout. I think it's good that they want to block my account, but what about the money?
You haven't said anything about that now?
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3 years ago
Translation
Hi Peter,
I have now received an email that the payout does not work because the IBAN was not stored correctly (allegedly). I should ONLY provide the Iban and make a withdrawal request again.
I tried that, but I kept getting an error message stating that I would have to provide all the details for the payout. In addition to the IBAN, ALSO THE BIC, BANK NAME, COUNTRY ETC.
€
Then I spoke to the live chat again and they only said that someone would get in touch with me. Of course, that doesn't happen.
What should I do now?
Automatic translation:
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3 years ago
Dear all,
We would like to inform you that there has been no change and the player's current withdrawal has been scheduled for today.
Please excuse us for any inconveniences.
Best regards,
Zetcasino Team
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3 years ago
Translation
Hi Peter,
Now I do not understand anything anymore.
Did you send them the screenshot of my mail. It says that it will not be processed today.
Please ask again with the request to look again at the email that I have photographed.
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3 years ago
Hi Klaus,
The casino has access to the screenshots here.
Dear Zetcasno team,
Did the payment get through?
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3 years ago
Dear all,
We would like to inform you that the player's withdrawal has been paid.
Please excuse us for any inconveniences.
Best regards,
Zetcasino Team
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3 years ago
Translation
Hi Peter,
Payment has been received.
Thanks for your help😉
Automatic translation:
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3 years ago
Hi all,
Thank you for your replies.
Dear Klaus,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
