The player from Germany has requested withdrawal a week ago. It has been pending since. Player’s complaint has been resolved successfully.
ZetCasino - Player’s withdrawal has been delayed.
Amount: €500
ZetCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi, everyone,
unfortunately I have to contact you.
I am waiting for my payment from December 8th, 2021 in the amount of € 500 and unfortunately I am not receiving any feedback when the transfer will be carried out.
The time of 3 days has already been exceeded (that is, from the live support, within 3 days except Saturdays and Sundays) and unfortunately I did not receive any answers to my questions by email.
After several contacts, the live support always said I had to be patient.
After further contact I was informed that there were supposedly technical problems, I would have to be more patient, everything would be fine with the player account and the payout.
The payout is still on "pending" so it has not yet been initiated.
I sent my verification documents a few days ago - the answer was that the casino currently does not need any documents and will contact me as soon as it is necessary.
During every communication I was advised to give a good rating - I would like to do it if the service was right.
I don't understand the hang-up technique and ask for help.
Automatic translation:
Public
Public
2 years ago
Dear Simon,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
Could you please confirm that your account has been successfully verified already? Which payment method you have opted for to receive your winnings?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello Petronela,
Thank you for your effort and quick feedback.
I've sent all the documents to the casino for verification.
I received the answer that verification is not necessary.
I applied for the payout on December 8th, and I also sent the verification documents on December 8th.
(ID card, bank statement, proof of address, billing).
On December 10th I was informed that the documents are currently not required.
I made the deposit by bank transfer, and I requested the payment to be made to this account. (A copy of the bank statement was in the verification documents).
The payout has not been processed.
and is on "pending".
I am aware that a transfer takes a few days until the money is in the account, but the payout has not yet started.
I could still cancel the payout.
A processing confirmation does not come either
It is said that it takes up to 3 days (excluding Saturdays and Sundays) for the over whitening to be carried out.
I would be happy to send you further correspondence (e-mails) as proof if you still need them for clarification and if you give me your e-mail address.
Many Thanks
Warm greetings
Automatic translation:
Public
Public
2 years ago
I fully understand your frustration, Simon. I will set the timer for additional 6 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Meanwhile, you can forward any relevant communication to petronela.k@casino.guru.
Thank you in advance for your cooperation and patience.
Public
Public
2 years ago
Translation
Hello Petronela
All right - thank you very much - if something should happen in the next 6 days I will report you.
Warm greetings
Automatic translation:
Public
Public
2 years ago
Translation
Hi.
The case is closed.
the casino did not initially point out to me that my bank details were incorrect.
I apologize in all fairness for this.
The transaction is complete.
Automatic translation:
Public
Public
2 years ago
Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Simon, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
PS: Wishing you safe and happy holiday season.
