The player from Austria had a pending withdrawal of 1,000 EUR that had not been processed for 7 days, despite being informed by live chat that it would be processed in 3 days. After multiple communications regarding the delay, the casino had requested verification documents, which the player submitted. Eventually, the casino confirmed that the documents were reviewed and the withdrawal was approved and processed successfully. However, the player reported not receiving the funds yet, leading to further discussions about the processing timeframe and the player's cooperation with the casino's requirements. The case was ultimately rejected due to a lack of response from the player.
ZeusWin Casino - Player’s withdrawal has been delayed.
Amount: €1,000
ZeusWin Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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4 months ago
Translation
1000 EUR has not been processed for 7 days... live chat told me it would be processed after 3 days, I don’t need to say more... please help me.
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4 months ago
Dear Tutankamun1,
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
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4 months ago
Translation
But it says that you don't have to verify yourself and no one contacts you by email, no one gives any information etc..if you read the comments of other players it is exactly the same... FRAUD and MANIPULATION and nothing less
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4 months ago
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So day 14 and the payout hasn't even been processed... I'm sure it's a fraudulent casino, absolutely certain. In chat I'm automatically in queue number 100, endless waiting and at the end an automatic message saying that it's been forwarded to the finance department and that I'll receive it after 3 days... maybe they meant 3 months😡
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4 months ago
Thank you for the information.
Have you made any successful withdrawals before?
Have you accumulated your winnings with or without an active bonus?
Do I understand correctly that you have not been requested to pass the KYC verification?
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4 months ago
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It says you don't have to verify, so I can't upload documents if the site doesn't allow it...so there's no bonus in the game
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3 months ago
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The money has still not been processed and when you go to the live chat it takes an hour until someone comes and you ask what is going on with the money and every time you get the answer now I have a colleague on shift who will take over and then wait another hour... so it's pure deception, fraud at the highest level! Please help
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3 months ago
Thank you very much, Tutankamun1, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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3 months ago
Dear Tutankamun1,
My name is Katarina, and I will be assisting you in solving this case.
I will now contact ZeusWin Casino outside this complaint thread and let you know any new information once I receive it.
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3 months ago
Translation
Hello, after 15 days the casino requested verification and I sent the documents...you can imagine how long they need to check the documents and then pay out.....that is a disgrace, they violate their own terms and conditions...I hope they lower the rating to protect future players.Many thanks
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3 months ago
Dear Tutankamun1,
thanks for the update. I am still waiting for the casino to get back to me. I will keep you informed.
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3 months ago
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.
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3 months ago
Translation
The casino is the biggest scam I've ever seen, nothing has happened yet... I've been waiting for an answer since June 28th but nothing has happened. Normally something like this should be reported on Google to protect other players... that can't be true.
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3 months ago
Dear Tutankamun1,
Upon reviewing your account activity, we noted that you requested two withdrawals of 500 euros each. The first withdrawal was successfully processed and paid. However, the second withdrawal was cancelled from the player's side, and the funds were subsequently used and lost in gameplay. Following this, your account was closed at your request.
We apologize for any inconvenience this may have caused. Please feel free to contact us if you have any further questions or require additional assistance.
Best regards,
ZeusWin
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3 months ago
Translation
Of course I stopped after they had been messing with me for a month, for example they wanted account statements from 6 months even though I had been with Zeus for a month, and they only asked for that after 1 month...now I don't care, I wanted to close the account and advise others not to play there...but your rating is also weird.....many thanks
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3 months ago
Dear Tutankamun1,
I apologize for any confusion. The documents you mentioned are standard requirements for all players as part of our Know Your Customer (KYC) procedure.
Thank you for your understanding and cooperation.
Best regards,
ZeusWin
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3 months ago
Dear ZeusWin Casino,
thank you for your messages.
Dear Tutankamun1,
thank you for your message. I would advise to submit the required documents. I understand some of them may be confusing, but those are very important for anti money laundering checks. It is also important to highlight the fact, that since this casino operates online, it has limited options how to determine that the withdrawal will go to its rightful owner.
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3 months ago
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Do you think I'm stupid and believe their claims? You can tell anyone this fairy tale but not me, where does it say in your terms and conditions that you don't contact them or do anything for 28 days? They only started the verification program after 28 days, before that it didn't work! Before that it said that I didn't have to verify myself!!!! What's the joke! Did I write you several emails so that you would at least reply?? In your live chat I was always on queue number 66???!!! That's no coincidence!! You do it on purpose so that the player goes crazy and gambles away the money!!!!!! I hope you get banned, but the problem is that you keep opening a new casino... to deceive the players!!! I hope the responsible authorities do their job and you all end up behind bars at some point
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3 months ago
Dear Tutankamon1,
I hope this message finds you well.
We are pleased to inform you that your documents have been reviewed, and your withdrawal has been approved and processed successfully.
We apologize for any misunderstanding or inconvenience this may have caused.
Thank you for your patience and understanding.
Best regards,
Zeuswin
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3 months ago
Dear ZeusWin Casino,
thank you for the update.
Dear Tutankamun1,
could you please advise if you have received the payment?
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3 months ago
Dear Tutankamun1,
thanks for the message.
According to our company policy, we allow 14 days for processed payments to arrive to the player's preferred payment method. The casinos have very little to no influence over the funds once they leave their accounts. I suggest to wait little longer. Please keep us informed once your funds have arrived.
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3 months ago
Dear Tutankamun1,
can you please advise, whether you have received your funds?
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2 months ago
Dear all,
Unfortunately, we’re forced to reject this case because Tutankamun1 has stopped responding to our messages and questions. Without Tutankamun1 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
