The player from Austria has been struggling to receive his winnings for several months. Initially the casino responded and said to expect a payout. After some time, the casino responded again to say they were experiencing further delays and required more time. The casino became unresponsive and so the complaint was closed as 'unresolved'.
ZigZagSport Casino - Player’s withdrawal has been delayed for months.
Black points: 80
Amount: €572.84
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
Delayed payment, status unknown
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I played the welcome bonus last year and I've been waiting for my withdrawal for months (I was only able to withdraw 500, 70, 84 are still in my account.
The answer I always get is that there are difficulties with the payout.
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2 years ago
Dear Marcel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please clarify how much money is still pending inside your account? Please forward a screenshot of your cashier history to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
Thank you for your reply.
I was about to send you the screenshot - now I can't log into the casino - apparently I've been banned. What can we do here now?
Thank you and best regards
Marcel H*****
Edited by a Casino Guru admin
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2 years ago
Could you please clarify how much money is still pending inside your account? Have you received any payouts from this casino in the past?
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2 years ago
Translation
Hello, it is 570€ in total. I made a payment of 500 (was the maximum). Unfortunately, the money never arrived, but was debited from my account. 70 € were still on the account.
I haven't received any withdrawal yet - this was my first withdrawal request.
Edited
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2 years ago
Have you saved, by any chance, any screenshots of your requested withdrawal or any supporting evidence, please?
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2 years ago
Translation
Hi there,
I don't have any screenshots, but I have received various emails from the casino regarding the payout.
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2 years ago
Thank you very much, ZigZagSport Casino team, for checking this for us.
Dear Marcel,
Please keep me informed about any further development. Thank you in advance.
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2 years ago
Hello Marcel,
Have there been any developments since our last conversation?
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2 years ago
Translation
Hello, unfortunately I still haven't received anything.
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2 years ago
Thank you very much, Marcel, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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2 years ago
The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.
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2 years ago
Hello Marcel,
I have reviewed your case and will be handling this complaint from now on.
It is our usual procedure to contact the casino and allow them a week to respond. As the casino has already made contact, and given the circumstances, I will extend the timer for 7 days to allow the casino more time to process the payment.
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2 years ago
Translation
Thank you Adam
The war in the Ukraine is a bad circumstance, but it shouldn't be used as a reason here - the payment was made long before it got out of hand there and I think that's cheeky!
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2 years ago
Dear ZigZagSport Casino,
Please respond and provide an update regarding the player's outstanding payment.
We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear Marcel,
Has there been any developments with your payment?
Kind regards,
Adam
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2 years ago
Translation
Hi there,
I have not received a message or payment. What's next?
Many greetings
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2 years ago
Dear Marcel,
I have tried to make contact with the casino repeatedly but have had no further response. I’m afraid there is not much that can be done without cooperation from them.
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.
The casino states on its website that it holds a Curacao Gaming License, although we have not been able to verify this. I still 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 (adam.m@casino.guru).
I am sorry I could not be of more help.
Kind regards,
Adam
