The player from Bavaria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
ZetCasino - Withdrawal of player's winnings has been delayed.
Amount: €5,500
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
1 year ago
Public
Public
1 year ago
Translation
I recently won 5500 euros in total. I also played without a bonus. The winnings were earned purely from my deposited money. I have now requested three payments, on December 13th, December 14th and December 15th, each for 500 euros, i.e. 1500 euros in total. So far, no payment has been processed and I am only put off by customer service. As long as these withdrawals have not been processed, unfortunately I cannot request any further withdrawals. (I still have 4000 on my account). If this continues, it will take me at least a month to get my money. Attached are the payouts and chat history.
Automatic translation:
Public
Public
1 year ago
Dear Kathie1992,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Translation
Unfortunately, 14 days cannot be correct because zet casino's terms and conditions specify a processing time of 3 days.
I had already applied for a payout six months ago, and I received it on the 3rd day. This time, however, is different. I can also request no further withdrawals as long as they have not been processed.
I would ask you to contact the casino
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