The player's unable to retrieve his deposit as it requires verification. The complaint was closed as the player informed us that it was resolved.
Zinkra Casino - The player's unable to retrieve his deposit.
Amount: €20
Zinkra Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I made a deposit through trustly. It is a pay n play casino and it is only logged in via trustly.
After making a successful deposit, I was immediately logged out and asked to verify my email. This does not work because this page is only displayed for 5 seconds and then closes automatically.
I spoke to support and they know the problem and are working on it. I asked to send my money back through trustly and was told that this would only be possible if I provided a screenshot and my bank statement. I always get my account statements electronically at the beginning of the month. I have submitted a screenshot of the deposit. Furthermore, I find it excessive to let myself go through such a verification process if I have already deposited money via a verified deposit method. It can be no problem to transfer this money back to the same account via trustly.
I find it extremely strange that this login issue is known and yet deposits from new players are still being accepted.
I don't even care about this small sum of 20€.
Not at all!
But you can't treat players / customers like that. You can't advertise "we are a pay n play casino - pay in securely via trustly and pay out just as quickly..."
And then something like that
Automatic translation:
Public
Public
2 years ago
Hello Kimmy,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zinkra Casino. Allow me to ask you a few more question before we would move forward.
What exact date did you deposit? How long after that did you send them the verification of the payment? Did they contact you since then?
I can fully understand that it seems strange the way the process it but they just want to be sure that they are sending bank the money to it's rightful owner. Also, technical issues may occur even in the best casino's and it's something we can't blame them for if they try to fix it as soon as possible.
Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello Nick,
I deposited on 01/19 and immediately after that I was logged out. I immediately contacted support. He apologized politely, but wasn't helpful. You are working on the known problem, you will report it said .... Nobody has reported. I've contacted support twice...
I understand that every player has to go through the KYC process before a withdrawal is possible.
But this is not a payout! I have never played here.
A refund can only be made to the same account from which the payment was made. And I don't ask for more... From my own experience I know that this is possible without any effort and without any problems.
It is incomprehensible to me why Zinkra requests an electronic account statement in pdf format from me and does not accept a screenshot of the deposit with the transaction number. Just dragging the whole thing out unnecessarily...
Automatic translation:
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