Zip Casino - Player claims that payment has been delayed.

Ich warte auf meine Auszahlung seit 08.06.2025. Hab ich schon paar mal beim LiveChat geschrieben. Meine Konto ist verifiziert.

Dear Majdam,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Ok. Ich warte dann nicht ein paar Tage.

Chatprotokoll:Maverick hat den Chat betreten.[10:34:14]Maverick: Hallo, vielen Dank für Ihre Kontaktaufnahme![10:34:35]Maverick: Schön, dich kennenzulernen! (Translation)

Nice to meet you ! (Original)[10:35:33]Michalina: Hi. I have been waiting for my payout since 08.06. I am writing to you for the 5th time. It should take up to 72 hours. (Translation)

Hi. Ich warte seit 08.06 auf meine Auszahlung. Ich schreibe schon 5. Mal an euch. Es soll bis zu 72 Std dauern. (Original)[10:36:30]Maverick: Ich werde das gerne für Sie überprüfen! (Translation)

i will gladly check this for you! (Original)[10:37:07]Maverick: Ich verstehe, dass Sie erwarten, Ihre Gewinne so schnell wie möglich zu erhalten, und wir entschuldigen uns aufrichtig für die verlängerte Bearbeitungszeit. (Translation)

I understand that you expect to receive your winnings as soon as possible and we sincerely apologize for the extended processing time. (Original)[10:37:11]Maverick: Manchmal können Verzögerungen auftreten, weil wir eine hohe Anzahl von Anfragen erhalten. (Translation)

Sometimes delays might occur because of the high volume of requests we receive. (Original)[10:37:12]Maverick: Seien Sie versichert, dass ich Ihre Anfrage an das Zahlungsteam weitergeleitet habe und sie fleißig daran arbeiten, die notwendigen Überprüfungen so schnell wie möglich abzuschließen. Vielen Dank für Ihr Verständnis während dieses Prozesses! (Translation)

Rest assured that I have forwarded your request to the Payments Team and they are working diligently to complete the necessary checks as quickly as possible. Thank you for understanding during this process! (Original)[10:39:33]Michalina: I've heard that already... The delay is 1-2 days, but it's already been 10 days! It's strange! (Translation)

Ich habe das schon gehört... Verspätung ist 1- 2 Tage, das dauer aber schon 10 Tage! Es ist komisch! (Original)[10:40:32]Maverick: Ich bin mir sicher, dass das frustrierend für Sie ist, und ich verstehe, warum. Leider liegt das nicht ganz in meiner Hand, aber ich werde dafür sorgen, dass Ihre Stimme gehört wird, und meine Kollegen aus dem Zahlungsteam bitten, den Prozess so schnell wie möglich zu beschleunigen! (Translation)

I'm sure this is frustrating for you and I understand why. Unfortunately this is not entirely in my hands, but I will make sure your voice is heard and ask my colleagues from the payments team to try and speed up the process as much as possible! (Original)[10:41:41]Michalina: Ok. Thank you (Translation)

Ok. Danke (Original)[10:41:50]Maverick: Es ist mir ein Vergnügen. (Translation)

it is my pleasure. (Original)[10:41:58]Maverick: Bitte lassen Sie mich wissen, ob Sie noch weitere Fragen an mich haben. (Translation)

Please let me know if you have any other questions for me. (Original)[10:42:18]Michalina: No. Thank you (Translation)

Nein. Danke (Original)

Dear Majdam,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika