Zodiac Casino - Player’s winnings are on hold after account closure.

I've been registered with this Casino for over three years and maintained an account up until today, 07/02/2024. I made various deposits and my total deposits over the past three years exceeded $3,000. I played because I was addicted—I genuinely enjoy playing. Last Sunday, I went onto Zodiac Casino and played on a Phoenix slot machine, which paid me out $200 for the first time in three years. I requested a withdrawal to my Neteller account and have been waiting for the credit since Sunday. This is despite the fact that the website states that they process payments within a maximum of 48 hours, and it's now been 72 hours that I've been waiting. This is deceiving to the player—it's a shame, to say the least, if not outright theft. I'm ashamed that I was deceived for so many years. I was so pissed off that I closed my account without even receiving the amount, but this just goes to show—it's a disgrace.

Dear bigdamatos,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

One thing is one thing, another thing is another thing, the lack of respect towards the player is great because the player can only play if he deposits and the deposit has to be made immediately, some sites that I know, and that some friends play on, have a limit of 14 hours I've never seen anyone take 72.86 hours to withdraw, this means that the technology used is obsolete and backward, this is an excuse to apply the players' values and earn even more.

I understand that you are dissatisfied. Could you please advise if you received your withdrawal yet?

Dear bigdamatos,

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.

Yes, I already received it, and I am totally dissatisfied with this attitude, as it is a lack of respect these days and with the technology applied, it takes more than 48 hours for a customer to pay, sloppiness and disrespect, because to play the player pays on the spot, If you don't have it, don't play.

Dear bigdamatos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru