The player from Germany experienced a delay in withdrawal of his winnings amounting to 100€ since 15.03.2024. Despite multiple inquiries, he had been continuously told the finance department would handle it yet no progress had occurred. After the complaints team had been engaged, it was discovered that the player had not received a request for KYC verification and had won without a bonus. The casino was then contacted by our team, and they responded by providing proof of payment. The player acknowledged receipt of the payment, albeit late, and the case was subsequently marked as resolved.
ZetCasino - Player's withdrawal is delayed.
Amount: €100
ZetCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I deposited 170€ and wanted to withdraw 100€ after winning a bit. I have been waiting since 15.03.2024 for my money, but so far, I haven't received anything. I have inquired multiple times and am always told that the finance department will handle it, but nothing has happened yet. It's unacceptable that one has to wait for over 2 weeks for 100€. I think ZetCasino is a fraud.
Automatic translation:
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8 months ago
Dear Sam98,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
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,
Tomas
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8 months ago
Translation
Hello Thomas,
This is the first time I want to cash out.
I have not received a request for KYC verification.
I accumulated the winnings without a bonus. To withdraw I only had to provide my IBAN, nothing more.
Nothing has happened for 2 weeks.
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8 months ago
Could you please share your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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8 months ago
Translation
I do. I contacted support again on Monday and was again told that the transfer had been made.
That's true, but not because I still haven't received any money. 
I hope you can help me.
Edited
Automatic translation:
same lie like last week they don't give me my money
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8 months ago
Thank you very much, Sam98, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Hello Sam98,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Zet Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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8 months ago
Dear Customer,
Thank you for reaching out.
Please be informed that we sent you an email with proof of payment today.
Best regards,
Customer Support
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8 months ago
Translation
I have to apologize.
I received the payment 3 days after the withdrawal request. Unfortunately, I missed that. Sorry.
The case is closed.
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8 months ago
Translation
I was also confused because the payout said "pending".
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8 months ago
Dear Sam98,
I'm glad to hear that your issue has been resolved successfully. 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,
Dominika
Casino.Guru
