The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. We contacted ZetCasino and its representative informed us that the player is requested to verify his account. The player stopped responding after that and we were forced to reject the complaint.
ZetCasino - Player’s winnings haven’t been received yet.
Amount: €167
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hi. I initiated the payment on 11/02/2022. On November 4, 2022, I received an email with the following text: "Based on the information you have found, you have requested a payment of EUR 176.00. Your withdrawal request WILL be processed shortly by the finance department." As of November 14, 2022, my money has not been paid out to me. I have contacted support more than 5 times. The first time I was told that the payment deadline could be up to 5 days. I was later informed that an error had occurred and my payment was "lost". Today they write to me that they have a great need for payment and do not have time. I have to wait and they will definitely pay. But they don't tell me the dates. When I asked for an official reply to the letter, I received nothing. It turns out that the casino doesn't say when they will pay and asks to wait every day, which contradicts their own rules, which state that the payout will be made within 5 days.
Automatic translation:
Public
Public
2 years ago
Dear stadmannr711,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
Good day. The casino still doesn't pay out any money. I contacted support for an explanation. Got the same answer. You'll have to wait who knows how long. I believe this is customer humiliation.
Automatic translation:
Public
Public
2 years ago
Translation
no I didn't get paid anything.
The status of my application on the website has not changed since 11/02...
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, stadmannr711. Have you made any successful withdrawals before? Could you please advise if you have passed the verification? Have you accumulated your winnings with or without an active bonus?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
2 years ago
Translation
Hi. I am trying to withdraw money for the first time. The casino did not request verification. The withdrawal delay is due to some technical difficulties on the part of the casino itself. The bonus was credited to me but I lost everything on the slots. All winnings were accumulated when I didn't have an active bonus. I still haven't received the money. The casino does not send any information.
Automatic translation:
Public
Public
2 years ago
Translation
23 days have passed. I have not received the money. Information from the casino is not received.
Automatic translation:
Public
Public
2 years ago
Translation
Hi. The money has not yet been paid out. The casino does not send notifications.
Automatic translation:
Public
Public
2 years ago
Thank you very much stadmannr711 for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 soon.
Public
Public
2 years ago
Hi stadmannr711,
I've reviewed your case and fully understand your concerns. I will try my best to help you with your problem so I will contact the casino.
I would like to invite ZetCasino to join our conversation and participate in resolving the issue of the player's delayed withdrawal. Could you please explain to us why the withdrawal request hasn't been processed for more than three weeks already?
Hope to hear from you soon!
Best regards,
Natalia
Public
Public
2 years ago
Dear all,
We apologize for the delay and would like to let you know that we are reviewing the details for verification.
Finance department will soon provide the necessary details in order to verify the account and proceed with the withdrawal once the verification process has been completed by the player.
Kind regards,
ZetCasino
Public
Public
2 years ago
Translation
Hi. The casino behaves like a scammer. No documents or evidence were required yesterday either (I'm attaching a screenshot). After a month and a half, they still decided to give an answer. But they gave the answer only here. Nobody contacted me via email.
I do not agree to these terms and request a refund of the deposit. Because I think the casinos are scammers and I don't want to send them my documents!
Automatic translation:
Public
Public
2 years ago
Dear ZetCasino, thank you for the response.
Dear stadmannr711, have you already been contacted by the casino regarding verification after your last post here?
Regards,
Natalia
Public
Public
2 years ago
Translation
Hi. The casino did not notify me. The last letter in my email that my withdrawal is being processed.
After the casino wrote in this dispute that verification was requested, such a form appeared in my personal account.
I have a question for the casino representative. If only I hadn't opened a complaint against you here. Would you still keep my money, try to steal it and not comment?!
Why haven't I received any information for more than a month!!!?
Automatic translation:
Public
Public
2 years ago
Hello,
We kindly inform you that the list of documents appears in the gaming account once they are requested.
We apologize for the delays caused and we request you to kindly upload the requested documents.
Once the documents are uploaded, the verification withdrawal will be carried out with priority.
Sincerely,
Zetcasino.com
Public
Public
2 years ago
Dear Zet Casino, thank you for the reply.
Dear stadmannr711, could you please update me if you already had a chance to upload your documents for verification in your account? As you can see the casino replies here and it seems to be willing to cooperate on your matter so I would highly recommend starting the procedure of verification to be able to finally withdraw your funds.
Please, keep us informed 🙂
Regards,
Natalia
