Zip Casino - Player's withdrawal repeatedly delayed due to document checks.

This’ casino is broken in every way my account was fully verification done and when I finally won a small bit money to withdrawal surprise surprise casino looking for my documents so every day for last 3 weeks I send them in but da keep telling me not today I even won 3000 in a bonus I got logged out in book of the dead and that told me that there software was broken so that win doesn’t count I’ll send all the pic and information here this casino is 100 percent a scam I’m playing on every casino for last 7 years never seen anything like this run a mile from this casino and ask gamblers who give them high star

Dear Fishking12,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Thank you very much, Fishking12, 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, Fishking12,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Zip Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Zip Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to pass the KYC and withdraw the disputed funds?

Can you please also provide us with more details regarding the mentioned winnings of €3,000 confiscated by the casino?

If it suits you better, feel free to use 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.

We would like to address the concerns you have raised regarding the account verification process and the confiscation of €3,000. We take our players’ feedback seriously and would like to provide a detailed explanation and resolution for the issues the player encountered.

Account Verification Process:

To ensure a secure and responsible gaming environment, we require our players to complete a verification process. This process includes the submission of specific documents to confirm the player’s identity and the payment methods they have used for transactions. Here are the steps a player needs to pass to withdraw funds:

- Proof of Identity: We request a valid Proof of Identity document, such as a National ID Card, Driver's License, or Passport.

- Proof of Address: We require a Proof of Address document that is no older than 90 days, which can be a bank statement or utility bill that reflects: the name, address, and issuance date of the document.

- Proof of Payment: Depending on the chosen payment method, additional documentation may be necessary. Proof of Payment usually requires a statement that shows the account holder’s name, account number, and transaction details.

In the player’s case, we needed a photo of the credit card used for deposits that clearly shows the card holder’s name, expiry date, first 6 and last 4 digits, along with a bank statement or a screenshot that reflects the player’s name and IBAN. Proof of IBAN is essential to verify that withdrawals will be processed to the player’s personal bank account.

Once players upload Proof of Identity and Proof of Address documents, our system automatically marks the accounts as KYC passed, allowing them to initiate withdrawals. However, to complete the full verification process, players need to provide the required Proof of Payment documents.

Verification Process Timeline:

We understand that there was a delay in the verification process, primarily due to the following reasons:

Initially, the Proof of Address document provided was older than 90 days, requiring an updated document. We have declined the withdrawal request and informed the player via email about the missing documents for verification.

After the email was sent, the player submitted four documents, but only two of them were approved as proof of the card used to deposit. The remaining two documents did not meet the required criteria.

Subsequently, the Proof of IBAN document provided was a screenshot from the bank application, which lacked the account holder’s name.

We acknowledge that this caused frustration, and we apologize for any inconvenience the player has experienced. Our aim is to make the verification process as smooth as possible while ensuring compliance with Anti-Money Laundering (AML) policies.

Confiscation of Funds:

Regarding the €3,000 mentioned in the complaint, we have thoroughly reviewed the transaction and game history. We found no evidence to suggest that the player reached or came close to this amount. Furthermore, during the player’s interactions with our customer support agents, the player never mentioned anything related to missing funds but mentioned issues related to missing free spins, which were under investigation by our technical team at the time.

We understand that this situation may have left the player dissatisfied, and we sincerely apologize for the inconvenience and frustration experienced during the verification process. It was not our intention for the player to encounter such difficulties with the verification and we understand the disappointment this may have caused. Please know that we are committed to addressing and resolving issues promptly to enhance the overall player experience.

Best regards,

Zip Casino

That’s lies your casino has me blocked and my withdrawal is still in there where my money

Thank you, Zip Casino Team, for your detailed and extensive explanation.

Dear Fishking12,

What exactly of the casino's claims is not correct? Can you please provide us with the correct information?

When approximately was your balance €3,000, and when was it confiscated? From what games did you manage to win those winnings? Did you use any bonus to accumulate them? Could you please provide me with any proof that your balance was €3,000 at some point?

Your withdrawal is likely still pending in your casino account cashier. However, a successful KYC/verification is mandatory to withdraw anything from your casino account. It also includes verification of all the used payment methods in accordance with the casino's Terms and Conditions. We are talking about standard processes, and I cannot see any special or unusual requirements on the casino's side regarding payment method verification.

Are you please able to provide the casino with the required documents? If not - what is the reason?

Unfortunately, if you refuse to provide the casino with the necessary documents to pass the KYC, I am afraid there is nothing we can do to further help you with the matter.

Looking forward to hearing from you.

Dear Fishking12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not 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. However, the required information will be needed.

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

Best regards,

Branislav, Casino.Guru