The player struggles to verify his account as he no longer owns his card which the casino wants to check. The complaint was closed as the player stopped responding.
ZetCasino - The player struggles to verify his account.
Amount: €2,700
ZetCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
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2 years ago
Translation
A few months ago my credit card was stolen which I blocked and also deleted at the casino.
Now I would like to withdraw my money, but I have to submit documents. I submitted all the paperwork except for the credit card. I can't (!) take a picture of it because it was stolen.
customer service doesn't work at all as they don't delete the card from their system.
Automatic translation:
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2 years ago
Hello Fienchen,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZetCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Can you request your bank to confirm that you no longer have the card?
Please note that most likely without such proof, the casino will have issues to verify your account as you if did use the card to deposit there, you will need to prove that it was yours.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
The process has been running since yesterday and I have sent countless emails saying that I no longer have my card. I have a new one and verified it too. Does that have to be enough? All other documents were also accepted.
My bank just sent me a new card, that's the confirmation.
Automatic translation:
Public
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2 years ago
Hello Fienchen,
If the process is ongoing only a few days, did the casino even respond to your non existing card yet? Is there any new update regarding your verification?
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2 years ago
Translation
I managed to get my account verified because I found an old photo of my card.
However, only one withdrawal has been processed and I've been waiting for my withdrawal for over a week. I cannot understand how unprofessional this behavior is and why it is taking so long.
Automatic translation:
Public
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2 years ago
Hello Fienchen,
If its your first withdrawal, it can easily take up to 14 days to process it. Is the withdrawal still pending or did you receive it since?
