The player from Germany has been experiencing issues with withdrawals. We rejected the complaint because the player didn't respond to our messages and questions.
ZetCasino - Player’s withdrawal requests have been canceled.
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
I'm making this complaint because I've already made 3 withdrawal requests that have been repeatedly canceled for the same reason.
One each on 03/24/2022, 03/28/2022, 03/30/2022 and currently on 04/04/2022
The reason for the cancellation is: "Please note that there is an error in your withdrawal request. You can create a new withdrawal request via bank transfer. In the payment details field, please enter your correct BIC field without extra spaces"
I have made sure that all fields are filled out correctly for all payout requests and no spaces are used. I took screenshots to be sure.
Unfortunately, customer service does not respond to my request and asks me to continue waiting.
I hope that a solution can be found as soon as possible.
Many greetings
Automatic translation:
Public
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2 years ago
Dear GIlWMR,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made any successful withdrawals before? Do I understand correctly that you have tried to withdraw your winnings via bank transfer?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
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2 years ago
Translation
Hello Kristina,
Exactly I requested the withdrawal request via bank transfer. I haven't made a previous payout at this casino, so this is my first.
I was in close contact with customer service again today and was passed on to the finance department. So far I haven't been able to get any clear information about the problem.
Because my current payment request from April 4th, 2022 was canceled again, I noticed that I had mixed up the BIC with the bank code in the bank details.
So the problem may well have come from me!
I am now waiting for the confirmation of the payment and will let you know as soon as it is done
Many greetings
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, GIlWMR. Hopefully, it will all go smoothly this time. Please, keep us updated and if there is no development, or your withdrawal is canceled again, we will intervene.
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