The player from Germany requested withdrawals, but they have not been processed yet. The casino later started processing withdrawals in daily installments in compliance with their T&Cs, therefore we marked the complaint as resolved.
ZetCasino - Player’s withdrawal has been delayed.
Amount: €20,000
ZetCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Team,
I deposited 1500 euros more than 14 days ago and won 20000 euros.
There is eternal hesitation with the payment, with luck 500 euros a week, although all papers for verification have already been submitted and this has also been completed.
A 500 euro payment was rejected although it should be paid out to my credit card, which I also paid with. The other payments are pending and each time you are put off with please be patient. I've never experienced anything so bad.
Can you help me with that?
Kind regards
Automatic translation:
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1 year ago
Dear zmp_20111,
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.
Could you please advise when exactly you requested your withdrawals? How many pending withdrawals do you currently have? Have you made any successful withdrawals before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
i know that, i'm totally with you - but sometimes there is a payout, then again not, then it's canceled etc.. and i've been asking for days how i can increase the vip level because i meanwhile have a relatively high profit achieved in the 6-digit range - somehow there are only standard answers. I am absolutely satisfied with playing there, I myself generally only play live casino and roulette..
Kind regards and many thanks in advance
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1 year ago
Thank you for your reply, zmp_20111. I see that there are a few completed withdrawals. Do I understand correctly that you have already received these payments?
Could you please advise how much money you currently have in your casino account and how much you managed to withdraw?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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1 year ago
Translation
Thank you for your reply,
Something is currently moving, ie 4000 euros were paid out. Yesterday I received an email from the vip department that it is now a little faster regarding the payments if I send an email there directly.
It's a pity that if you've won a larger sum, you can't withdraw it, but only 500 euros every 24 hours, but unfortunately that's what the general terms and conditions say. My balance is 400k. Withdrawal, however, only in steps of 500 euros.
Thanks for your efforts in advance
Edited
Automatic translation:
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1 year ago
I understand your frustration, but daily, weekly, or monthly withdrawal limits are very common. Unfortunately, we are not in a position to force casinos to pay higher values or process withdrawals more often than stated in the General T&Cs.
Since it seems the casino keeps paying out but it can take a while. I am afraid we cannot keep complaints open forever so we usually close cases like this and recommend that players contact us if the casino stops processing new withdrawal requests. Please, let me know how you wish to proceed with this case. Thank you.
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1 year ago
Dear zmp_20111,
Thank you for your quick reply and understanding. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
