The player from Switzerland has requested a withdrawal six months prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The casino did not respond to this complaint, so it was closed as 'unresolved'.
ZigZagSport Casino - Player’s withdrawal has been delayed.
Black points: 100
Amount: 500 CHF
ZigZagSport Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.8
ZigZagSport Casino has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
In February 2022 I requested a withdrawal for 1000 CHf and after a few days they asked me to divide the sum into 2 parts. I did so and they sent me half. For the remaining 500 Chf I sent several emeils and they always reply who have numerous requests and ask me to wait. They have not answered for almost a month.
Automatic translation:
Public
Public
2 years ago
Dear Testone74,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you withdrew winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?
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
Public
Public
2 years ago
Translation
Hello and thank you for your reply. In the past I have several times withdrawn my winnings and my account has been completely verified. They always reply that there are late payments due to numerous requests .... often they do not respond.
Automatic translation:
Public
Public
2 years ago
Could you please advise, Testone74, if your winnings were accumulated with or without an active bonus?
Public
Public
2 years ago
Thank you very much, Testone74, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.
Public
Public
2 years ago
Dear Testone74,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a ZigZagSport Casino representative to join this conversation and participate in the resolution of this complaint.
Dear ZigZagSport Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Tomas
Public
Public
2 years 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’.
Public
Public
2 years ago
Dear Testone74,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. 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 react, we will reopen the complaint and you will be notified by email.
I wish I could be of more help.
Kind regards,
Tomas
