The player from Cyprus is not able to withdraw his winnings due to unfinished KYC. The casino apologized to the player for the difficulties and stated that although there were still some outstanding documents required to complete the verification, the withdrawals would be processed. The player received their payments shortly after and the issue was resolved.
ZetCasino - Player's withdrawal has been delayed.
Amount: €2,900
ZetCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've been trying to withdraw my balance for several weeks. I have now sent all the requested documents 8 times and only get standard answers and always the same email that you need the documents xy, which I have already sent all of them.
I then also asked which of the documents did not meet the requirements and also which supervisory authority was responsible for them. There were no answers to that.
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2 years ago
Dear Torsten,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Could you please indicate, which documents exactly have you provided so far?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
thank you for the fast reaction. So far there have been 29 messages, all of them standard emails from ZET Casion, mostly requests to send the documents, which I then sent again and again. I would now reluctantly send the documents around, after all, they are partly credit card data and ID photos...an essential point is that the standard mail only answers the specific question of which documents are not accepted comes and the question is not addressed at all.
Maybe you can let me know which is the regulator of ZET Casino? That would certainly be interesting for another reader here.
Many greetings
Torsten
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2 years ago
Thank you very much Torsten for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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.
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2 years ago
Hello Torsten,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite ZetCasino to join the conversation and to aid in the resolution of this complaint.
Dear ZetCasino,
Could you please provide an update regarding the player's verification and advise on what is required to complete it?
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2 years ago
Translation
Hi there,
I got an email today at 1.43pm from ZET Casino support requesting again pictures of the credit cards and a bank statement...at 1.48pm then an email from 'Finace ZET Casino' saying a 'withdrawal request.. .has been edited" (one of two).
I don't know if it's because of your efforts that things are moving forward, but the two emails show that they're acting in a completely uncoordinated manner...
I'll let you know how it goes...
Many greetings
Torsten
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2 years ago
Hello Torsten,
Thank you for the information, I am glad to hear there is some progress.
Please do continue to keep us updated.
Kind regards,
Adam
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2 years ago
Translation
Dear Customer,
Thank you for contacting us.
We are sorry to hear that you encountered difficulties verifying your player account and withdrawing your winnings on our website.
We fully understand your frustration and would like to inform you that some of the documentation you have sent is still insufficient. As we can see, an email was sent to you yesterday listing the missing documents.
However, we are happy to inform you that although the verification process is not complete, our finance department is continuing to process your pending withdrawal requests.
So one of your withdrawal requests was made today, the next payment is scheduled for the near future.
Thank you for your understanding and cooperation.
Kind regards,
ZetCasino.com
Edited
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2 years ago
Translation
Good Morning,
one payment has been received in the meantime, the payment of the second payment has been announced. All documents were clearly visible and very legible.
I'll let you know when the second payment arrives...
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2 years ago
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Hi there,
meanwhile the second payment has also arrived. Thank you very much for the help, that went really quickly after 29 emails with/from ZET Casino didn't help. I want to hold on
- Depositing money is very easy (but it’s the same everywhere)
- When paying out, you suddenly have to present invoices, bank statements, ID photos, credit card photos, and so on
- despite very good pictures, the payment is not made and even better
- there was not a single individual reply to my emails
In this respect, many thanks to you here!
Whether others want to trust ZET Casino...I hope I've been factual enough to get an idea here.
Many greetings
Torsten
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2 years ago
Hello Torsten,
I'm glad to hear that your issue has been resolved and that you have received your payment. 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. We are here to help.
Kind regards,
Adam
