ZigZagSport Casino - Player’s withdrawal has been delayed.

I've been waiting for my money for 2 months. I contact the live chat several times each week and they keep saying I should wait a little more, their Financial Department try the best to process my request.

Here are all the details of my case:

• Apr 26, 2021, 1:25 PM: I have requested the withdrawal in the amount of 753 eur via Bitcoin payment system.
• My account is fully verified and I've also had already several successful withdrawals before this case.
• Their site is no longer accessible for user in Germany so I'm not able to login to my account and can only contact them via the live chat.

I've attached all relevant screenshots. Please help me!

Thank you very much.

Dear hienspm,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has never been processed and it’s still pending inside your account which is not accessible anymore?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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,

Petronela

Dear Petronela,

thank you for your quick response. Yes that's correct: my recent withdrawal of 753 EUR has never been processed since 2 months and it’s still pending inside my account. My account is however, no longer accessible from Germany so I can only contact them via Live Chat or email.

Best regards

Thank you very much, hienspm, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear hienspm ,

You have created a complaint about ZigZag777, but your screenshot shows ZigZagSport. These are different sites.

Best Regards,

ZigZag777.

Dear Zigzag Casino,

thank you for your response. But it is under the same management company, isn’t it?

Thank you

Hi all,

Thanks for your replies.

Dear hienspm,

It seems we don't have ZigZagSport Casino in our system yet. We will add the casino to our database and try to get in touch with it. It will take a few days, you will receive a notification when it's done.

Hi hienspm,

We added the ZigZagSport Casino to our system and assigned your complaint to it. I would like to invite ZigZagSport Casino to the conversation to participate in the resolution of this complaint.

Dear Peter,

At the moment, the technical department is changing the crypto-integration.

Now only the deposit function using cryptocurrency is working. In the near future, users will be able to withdraw money.

Best Regards,

ZigZagSport.

Dear ZigZagSport Casino team,

The player has been waiting for the withdrawal for two months. How long is this going to take? Are there any other options to withdraw the money?

Dear Peter,

We need to complete the integration of the new crypto processing. Please wait for the news.

Best Regards,

ZigZagSport.

Dear ZigZagSport Casino team,

I'm sorry, but the reply wasn't very helpful. There must be some sort of alternative, the players can't just wait for months for something to happen.

Dear Peter,

Previously, players from this region could use the ecopayz payment system, but it has become unavailable. We could not have foreseen this.

Best Regards,

ZigZagSport.

Dear hienspm,

This doesn't seem to lead anywhere. The casino doesn't offer any alternative payment method for a withdrawal. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to actually work on a solution, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). 

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. The casino informed us, that the player's winnings have been successfully transferred.

Dear hienspm,

Can you confirm that you received your funds?

Dear hienspm,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi Peter,

I can confirm that I’ve received my funds.

Thank you very much for your help.

Dear hienspm,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter