ZetCasino - Player's withdrawal is delayed.

Hello! I gave a withdrawal order 100 euro on 30th of june. since then i only got messages in the chat that telling me i have to wait, now i am really getting worried. Also i cant give a withdrawal order for the remaining balance of 977 Euro before this one isnt finished.

Please help me solve the issue.

BR

Dear WSOSerious,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello. Thanks tomorrow 13-14 days have passed. Still got nothing. So hopefully will receive soon.

Hello. Still nothing. Support only tells me to wait and that my withdrawal is in process, but they told me three times before exactly this. Please help me.

Thank you for keeping me updated.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play? Were they slots, live casino games, or did you participate solely in sports betting?

Hallo!

Account ist verifiziert

keine abhebungen bisher

ohne boni

nur sportwetten

Thank you for the quick reply. Please forward me all the communication between you and the casino customer support (emails or chat transcripts) that could be relevant to the investigation. My email address is veronika.l@casino.guru.

Alles gesendet. Von der Mail Adresse die ich bei dem Casino verwendet habe.

Thank you very much, WSOSerious, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 in the near future.

Hello WSOSerious,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite ZetCasino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear Customer,

Thank you for reaching out.

We would like to inform you that in order for you to receive your winnings, account verification has to take place first. Today, on 23.07.2024, you were requested the following documents in your profile:

- Proof of address: a photo of household Uility Bill (gas/water/electricity/internet etc.); a photo of a Salary Slip; Bank statement in pdf format - (not from a digital or direct bank); or a photo of any government issued document (e.g residence confirmation) showing your name and current address. The document must not be older than 180 days. 

- Transaction history from Skrill from July with outgoing and ingoing transactions.

Please upload the documents in the verification section of your profile.

Best regards,

ZetCasino.com

Hello. I uploaded both. also i can confirm i got my first withdrawal of 100 euro sent. 977 euro left and i am waiting for verification of my documents so i can request the withdrawal.

Beides wurde bestätigt, und ich habe die nächsten 500 Usdtt angewiesen. Auch das ist wieder einige Tage her.

Dear Customer,

Thank you for your message.

We would like to inform you that your account was verified on our website on 24.07.2024 and your latest withdrawal request was forwarded to be checked with priority.

Best regards,

Customer Support

Dear WSOSerious,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo. Alles bekommen, Fall geschlossen. Danke!

Hallo! Alles bekommen, Fall geschlossen. Danke!

Dear WSOSerious,

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