The player from Germany was dissatisfied with the withdrawal process. The player received the payment more than 2 weeks after the withdrawal was made. The complaint is resolved.
ZetCasino - Player’s withdrawal has been delayed.
Amount: €230
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
2 years ago
Public
Public
2 years ago
Translation
Dear Ladies and Gentlemen,
On April 25th, 2022 I registered at Zet Casino and was surprised that compared to other providers, profits followed directly. I won 230 euros on 04/25/2022.
To date, my payout amount has the status "Pending". In support, I was told every day that the volume was so high that it would take a little longer, but I as a customer was not addressed. Everything is fine, but I still don't have my money 5 days after winning.
The many complaints about Zet casino make me very suspicious.
I would like to receive my won money and ask for your help.
Thanks very much
Automatic translation:
Public
Public
2 years ago
Dear simonbethke8573,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you for your understanding.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Why was my withdrawal delayed?
I requested the payout as normal and did not cancel it or anything else. Payment is guaranteed within 3 days. This is now the second time that I have to demand my money via detours. Serious is different! I just want my money paid out! It's about 230 euros. Here funds are withheld in the hope that the payment will be canceled, which I did not do. 2 weeks ago I had the same theater and I find something like that just dubious. I would like to receive my money immediately.
Edited
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, simonbethke8573. Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?
Public
Public
2 years ago
Translation
Hi. Yes, I passed an exam. A week before there were problems with the payout, so I reported it here and the money was with me on the same day. I keep being assured that everything is fine, but keeping funds for so long in the hope that the player cancels it is not yet legitimate and violates player protection. I have NOT claimed any activation bonus! I would like to finally get my money paid out today after 7 days!
Automatic translation:
Public
Public
2 years ago
Translation
I always get automated answers from customer service, i.e. there is no real customer support for you. 
Automatic translation:
Public
Public
2 years ago
Could you please advise which payment method to withdraw your winnings have you opted for?
Also, what is the current status of your withdrawal request? Is it still marked as pending?
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Hi.
A payout of the 230 euros has at least been confirmed but not yet on my account. 115 euros are still pending at zetcasino like 9 days ago. Communication only takes place with automated answers in the chat
Automatic translation:
Public
Public
2 years ago
Translation
Again, just a standardized answer. 9 days have passed now.
Automatic translation:
Public
Public
2 years ago
Translation
Oh yes, I had decided to use a normal bank transfer.
Automatic translation:
Public
Public
2 years ago
Thank you very much simonbethke8573 for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.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
Hello, simonbethke8573,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ZetCasino's representative to join this conversation and participate in the resolution of this complaint.
Dear ZetCasino Team,
Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?
Thank you in advance for providing the information.
Public
Public
2 years ago
Translation
I finally got my money today.
Thank you for your assistance.
Automatic translation:
Public
Public
2 years ago
Great news! Thank you, simonbethke8573, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Best regards,
Branislav, Casino.guru
