Zip Casino - Player's account is restricted due to country prohibition.

I'd like to share my experience with Zip Casino. Currently, my account holds around $4400, a result of playing with my initial deposit and the first deposit bonus. The positive aspect ends here. The issue arose when I discovered a lengthy list of prohibited countries buried deep in their terms and conditions, and to my dismay, my country (Turkey) was included.

This prompts a few questions for the casino representatives:

 •  Why was my country listed as available during my registration?

 •  How was I allowed to register when players from my country are supposedly restricted?

 •  Why was I permitted to deposit and receive a welcome bonus?

This situation appears to be a deliberate ploy, creating a win/win situation for the casino and a lose/lose for the player. The casino could easily implement measures to prevent such cases, yet they seem inactive. 

If this is a genuine mistake, the casino should pay my winnings and update their settings to avoid recurrence. However, if they choose to withhold my winnings, it suggests fraudulent intentions on the casino's part.

Dear Suseng198,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Zip Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you used any VPN or IP-masking software to access the casino website?

Could you please confirm if you passed the full KYC verification?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika and thank you for reply.

I never used VPN or IP-masking.

I did not sent any documents to KYC, even did not made any withdrawal attempts.

I did not communicated with casino yet.

Best reagrds.

Suat.

Do I understand correctly that you have not yet communicated with the casino about Turkey being restricted and you are currently able to log into your account without any problems?

Yes

If you provided accurate personal information, address, and country of residence without using any IP-masking software to register and play at the casino, then we believe that you should be able to receive your winnings irrespective of whether your country of residence is restricted in the Terms and Conditions.

However, I am not quite sure what help you are seeking from us since you haven't requested a withdrawal yet and your account has not been blocked.

You are, probably, right. This is why I have initiated a withdrawal from the casino and completed a verification process with them. Yesterday I withdrew 3000 from the casino. Will keep you updated. Thanks.

Could you please advise if you received your withdrawal yet? Has your account been verified?

Dear Suseng198,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Veronika. Today I provide to casino additionally requested selfie. In live chat support, Joseph confirmed to me that the casino has all requested documents and they under review now. But I am still not able to make withdrawal as withdrawal option is blocked by KYC team.

Best regards.

Suat

Could you please provide an update on the status of your verification? Have any of your documents been approved yet?

Hi. After receiving all requested selfies they began to request additional address proof documents. I provided 2 photos of my water and electricity bills. Now in last email they requested a bank statement. I just uploaded it and sent by email too. 3 documents confirming my address are provided, ID both sides, several selfies ( with elbow visible!) and papers with dates provided. I have no idea what will be there next request! It crazy!

Have all the additional documents been approved by the casino? Are you experiencing any difficulties with your verification?

Here is a reply from Zip chat. After I sent them a lot of documents that they asked for, they went into a "silent mode"… Now, I decided to contact them by chat, and there I get this reply:

The casino is making me to wait for an indefinite time. Those chat promises are , probably, worth nothing.

Thank you very much, Suseng198, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Suseng198,

I am sorry for the delay. I will contact the casino and try my best to help you. However, to be honest, I cannot see any issue here for now. It looks like only a common situation, a standard KYC process.

Anyway, I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint. If there is any news or progress in the meantime, of course, feel free to let us know.

Dear Zip Casino team,

Could you please provide us with an update on the complainant's KYC/verification? Is everything alright, so he will be able to withdraw his disputed winnings? Or, is anything else needed from him to pass it or speed up the process?

Should this develop into the disputed account being blocked/closed for any reason or any of the disputed winnings being confiscated, please explain it in more detail and provide us with supporting evidence.

If needed, this is my email address - branislav.b@casino.guru

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Dear Suseng198,

If there is any news or progress on your issue, please inform me about it.

I hope this message finds you well. I am writing to address this complaint posted on your platform by one of our players regarding withdrawal issues. We would like to inform you that the matter has been successfully resolved, and we would like to provide you with the details of the resolution.

Firstly, I want to clarify that the player's account was never blocked or closed. Instead, there was a temporary restriction on withdrawals due to missing documents required for verification purposes, as outlined in our casino's policies.

As per our standard procedures, players are required to provide Proof of Identity and Proof of Address to ensure a secure and compliant gaming environment. Unfortunately, the player in question had not provided all the necessary documents, rendering them ineligible for withdrawal requests until the verification process was completed.

Once all documents were provided by the player and successfully verified by our team, the player's account was reinstated to full eligibility status for withdrawals.

I am pleased to report that the player has since successfully withdrawn all winnings from their account. 

Should you require any further information or clarification regarding this matter, please do not hesitate to let us know.

Thank you for your attention to this matter.

Warm regards,

Zip Casino Support Team

Thank you for your explanation, Zip Casino Support Team.

Dear Suseng198,

Can you please confirm the above-stated?

Have you already successfully withdrawn your disputed winnings? Can I consider the issue resolved, or is there anything else I could help you with?

Dear Suseng198,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Zip Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru