Zip Casino - Player’s winnings are delayed due to verification issues.

Dear CasinoGuru Team,

I am reaching out for your assistance with a verification issue at ZipCasino that is preventing me from withdrawing my funds.

I have fully complied with their verification requirements, providing multiple documents and selfies as requested. This includes three separate instances where I submitted selfies with my ID, each meeting their specified requirements. Despite this, they continue to ask for new selfies, including one with my ID in front of my address with unreasonable additional demands, such as ensuring my arm and elbow are visible in the photo.

I strongly believe I have provided more than enough documentation for account verification. Their repeated requests seem excessive and unfair, delaying the withdrawal process unnecessarily. My funds have been withheld for weeks, and my previous withdrawal request was canceled without valid justification.

I kindly request CasinoGuru's assistance to intervene and help ensure that ZipCasino verifies my account and processes my withdrawal without further delays.

Dear blinnoele, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

What documents have you recently been asked to provide that have not yet been verified by the casino?

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

We hope this email finds you well.

Thank you for submitting the photo for your verification. Unfortunately, the image you provided was not approved, as we require that you write the Zipcasino name and date on a checkered pattern paper.

Please upload a new photo where the Casino name and date are clearly visible on the checkered paper, and we’ll proceed with the verification process.

If you have any questions or need further clarification, please don’t hesitate to reach out. We’re here to assist you!

You can see the picture is per

fectly clear

Thank you for your cooperation, and t

Thank you for your response. I appreciate your assistance in this matter.

To answer your questions:

Which documents have I already provided, and when exactly did I send the last one?

On September 30, 2024, I uploaded proof of deposit as requested, but it has not been verified yet.

On October 18, 2024, I provided all additional documents I believed were necessary for verification, and I asked if everything was sufficient.

On November 18, 2024, I submitted a selfie with my ID as requested and asked for confirmation on when I could proceed with my withdrawal.

Have I provided all the required documents as soon as possible and in the correct format?

Yes, I have provided all requested documents promptly and ensured they met the specified requirements. These included:

A valid government-issued ID with all required details clearly visible.

Selfies holding the ID and handwritten notes stating "Hello ZipCasino" along with the date, as requested multiple times.

Proof of deposit.

I followed their guidelines meticulously, including high-quality photos, ensuring all details were clear and legible.

What documents have I recently been asked to provide that have not yet been verified by the casino?

Despite complying with previous requests, they are now asking for:

A new selfie holding my ID in front of my address, with additional demands such as showing the street/house name clearly and ensuring my arm and elbow are visible in the photo.

They have also introduced unique demands, such as using checkered paper for handwritten notes and making sure my forehead is visible in the selfies.

I strongly believe I have provided sufficient documentation to verify my account. These repeated and escalating demands seem unnecessary and designed to delay the withdrawal process.

I kindly request your help in resolving this issue and ensuring ZipCasino processes my withdrawal without further unwarranted delays.

Is something happening here????

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 900 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Have you sent a new selfie holding your ID in front of your address, showing the street/house name clearly, and ensuring your arm and elbow are visible in the photograph?

Have you been asked to provide any other documents for verification in the meantime?