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?

This picture is impossible to make there is no street sign in front of my house.

They ask me for this requirments which is not possible they tell me they can't pay me unless i have this.

So please get the casino owner here to solve it!!

Thank you very much, blinnoele, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear blinnoele, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Zip Casino representative to join this conversation. 

Dear Zip Casino, could you please provide more information about this case? 

Looking forward to your reply.

This

Hello everyone,

Our teams are investigating the case and we will provide a reply as soon as possible.

Due to the NYE holidays, the process might be slightly delayed but we are doing our best to solve it quickly.

Thank you for your patience and have a lovely day!

Zip Casino

Thank you please check all the documents I provided this is the proof that I am me.

Dear Zip Casino,

thank you for the message. We look forward for the update.

Hello,

Thank you for giving us the opportunity to address your concerns.

We understand that winnings are an essential part of your experience, and we are committed to handling such matters with the utmost care and professionalism.

The KYC process is a vital step in ensuring the security of your winnings and facilitating a smooth withdrawal process. By verifying your identity and account details, we safeguard your funds from unauthorized access while meeting regulatory requirements. Your security remains our top priority, and we appreciate your cooperation in helping us maintain a safe and reliable platform.

We are pleased to inform you that your account has been successfully verified. You can now submit new withdrawal requests from your casino account. Please note that, based on your VIP level, the maximum daily withdrawal limit is €700.

Thank you for your understanding and collaboration. We hope this message provides clarity on the matter.

Best regards,

ZipCasino Support Team

I not received anything yet can you check please?

Hello blinnoele,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Zipcasino is just not paying I am still waiting.

Got the first payment please keep the complaint open till they paid the full amount!

Dear blinnoele,

thank you for the update. I am pleased to learn that you have received your initial payment. Please note that this complaint will remain open until we receive confirmation of the remaining funds. Should you have any updates, please feel free to reach out to us.

Dear blinnoele,

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.

They did 1 payment in all this time I am waiting for the next.

Dear blinnoele,

thank you for the update. This complaint remains open until you confirm the arrival of the remaining funds.

Still waiting.

Dear blinnoele,

are there any updates? Have you received your funds?

They are paying but slow.

Dear blinnoele,

thanks for the update.

Could you please provide the details regarding the current payment instalments?

Dear blinnoele,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.