ZeusGlory Casino - Player’s withdrawal is delayed and casino is unresponsive.

I had accrued €28000.00 as winnings and was attempting to withdraw these funds as I had expected to supplement lost savings - knowing they were there. The casino would only allow me to withdraw €700 per 10 days/2weeks and after the first withdrawal, the casino went offline. Initially, I got replies to emails stating that they were rebranding and I would have my funds on their new rebrand. They no longer communicate. I have copies of emails and my withdrawal amount on their casino just before it stopped operating. I am ill with worry as I expected these funds and have lost my savings and earnings because I thought I would get my funds. I am happy to send you copies of emails and my withdrawal screenshot. I have other copies of emails if required. Please can you retrieve these funds for me?

Dear aileenblunn,

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. 

• When did you receive the successful withdrawal and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hi Kristina.

I received £580 (€700) on 9th September 2024.

I had my verification confirmed for months.

These funds were not as a result of any bonuses. They were actual funds. I will forward additional valid responses from Zeus. They do not communicate any more now.

Thankyou

Aileen

Kristina, I have forwarded 2 further emails from Zeus Glory to your email.

Aileen

Hi. Do you require any further information?

Is there any possibility that my funds might be retrieved?

many thanks

Aileen

Thank you for your reply, aileenblunn. When did you notice that you cannot access the website?

The last email received was 20/9 from Anna and 11/9/23 from Lucas.

Thank you very much, aileenblunn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you aileenblunn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ZeusGlory Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi Peter.

I have €26000 in winnings with Zeus Glory. They have ceased operating under this Casino name online and are no longer communicating with me. Do you have all my previous notes or should I send you the information again. My user name was Annie do you require my login name?

Hi Peter. Zeus Glory are under the umbrella of Digital Fusion. I tried contacting them through some Zeus sister sites but with no success.

Zeus were also investigating payments taken from my account that had nit come up as credits on their account. These were through Starbets Academy - one of their payment agencies. I have an initial email conversation. This was then continued on their internal link. The funds discovered as not being accounted for were a mixture of Euros and GBP in excess of £8000. These were usually seen as double or triple payments from my bank. I can send you the initial email thread when I discovered the missing funds. This was still under investigation by Zeus. I have found a list of sister sites. Do you want them. Is there any chance I will get my funds back?

Dear aileenblunn, I have all the information you provided to Kristina available to me. I have contacted a casino representative and we will see if I'll have success in resolving your issue. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you Peter.

would you like my card details in case they do refund my winnings?

would you also give me the contact details for their parent company, should they not respond. I really need my funds.

many thanks

aileen

Hi Peter.

please don’t close this file. Can you get the details of the parent company to get my funds back?

The card to credit is number ***

Exp ***

please, I need these funds and these casinos need you. You have influence.

aileen

Peter, please look at my previous mail.

also, the information below is the parent company details. There are also sister sites to Zeus.

Zeusgliry are no longer operating under their name- would you please see if the parent company might retrieve my funds? my daughter has now told me she is getting married. I really need these funds - please!

with regards

Aileen

Zeusglory is operated by

Digital Fusion

Corporation, a company registered, licensed and regulated in Costa Rica by the Gambling Commission under account number

1816700-2023. The registered office Digital Fusion Corporation is SAN JOSE- SAN JOSE MATA REDONDA, NEIGHBORHOOD LAS VEGAS.

HOME

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I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the Costa Rica license, it doesn't offer a way to escalate a complaint to the regulatory body and doesn't refer to any ADR service, so there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Peter