ZigZagSport Casino - Player’s withdrawal has been delayed for months.

Ich habe den Willkommensbonus gespielt im letzten Jahr und ich warte seit Monaten auf meine Auszahlung (ich konnte nur 500 auszahlen, 70, 84 sind noch auf meinem Account.

Als Antwort erhalte ich immer, dass es Schwierigkeiten mit der Auszahlung gibt.

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

Hallo Petronela,

danke für Ihre Antwort.

Ich war gerade dabei, Euch den Screenshot zu schicken - nun kann ich mich beim Casino nicht mehr anmelden - anscheinend wurde ich gesperrt. Was können wir hier nun unternehmen?

Vielen Dank und freundliche Grüße

Marcel H*****

Could you please clarify how much money is still pending inside your account? Have you received any payouts from this casino in the past?

Hallo, ingesamt sind es 570 €. Auszahlung von 500 (war das Maximum) habe ich gestellt. Das Geld kam leider nie an, wurde aber von meinem Account abgebucht. 70 € befanden sich noch auf dem Account.

Bisher habe ich noch keine Auszahlung bekommen - das war meine erste Auszahlungsanfrage.

Have you saved, by any chance, any screenshots of your requested withdrawal or any supporting evidence, please?

Hallo,

Screenshots habe ich keine, aber diversen Mailverkehr mit dem Casino bezüglich der Auszahlung.

Dear Marcel,

We apologize for the delays. Please expect a payout.

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.

Hello Marcel,

Have there been any developments since our last conversation?

Hallo, leider habe ich bisher immer noch nichts erhalten.

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.  

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.

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.

Danke Adam.

Der Krieg in der Ukraine ist ein schlimmer Umstand, der aber nicht hier als Begründung hergenommen werden sollte - die Auszahlung war lange, bevor es dort ausgeartet ist und ich finde das ist eine Frechheit!

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.

Dear Marcel,

Has there been any developments with your payment?

Kind regards,

Adam

Hallo,

ich habe weder Nachricht noch eine Zahlung erhalten. Wie geht es jetzt weiter?

Viele Grüße

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