The player from Baden-Württemberg had had an issue with a delayed withdrawal from Zodiacbet Casino. Despite the withdrawal request having been made less than two weeks prior, he had not received his money. After a series of correspondences with our team and the casino, the player had confirmed that he received his payment. The delay in processing time had been noted as unacceptable by the player. However, with the receipt of his withdrawal, the issue had been considered resolved.
Zodiacbet Casino - Player believes that their withdrawal has been delayed.
Amount: €2,197
Zodiacbet Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good Day,
About two weeks ago, on 27.10.2023, I requested a withdrawal at ZodiacBet.
Since then, I have neither received any information regarding the status of my withdrawal, nor a request for document provision (KYC). Considering I have previously made withdrawals with this casino and my account was already verified, this shouldn't be the issue.
When I inquire in chat, I only receive standard responses ("... Your withdrawal is still under review and will be processed as quickly as possible... Blablabla").
Such a lengthy processing time without any apparent reason is unacceptable.
I would appreciate assistance with this issue.
Best Regards,
Simon
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11 months ago
Dear ShakhtarD,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Translation
Hello, no, I have not received my payout yet. Everything is as described in my first post about this case.
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11 months ago
Thank you for your reply, ShakhtarD. Could you please advise when exactly you received the last successful withdrawal and how many days it took to be processed? Did you use the same withdrawal method in the past? If possible, please post a screenshot of your recent withdrawal history here in this thread.
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11 months ago
Translation
I received the last payout on October 19, 2023. The processing was completed within one day - I requested the payout on October 18, 2023, using the same payment method (Mifinity).
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11 months ago
Thank you very much, ShakhtarD, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear ShakhtarD,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Zodiacbet Casino representative to join this conversation and participate in resolving this complaint.
Dear Zodiacbet Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
Translation
Hello, I can confirm that the withdrawal was processed and I received the money today.
Despite the unacceptable processing time, the complaint can therefore be closed. Thank you.
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11 months ago
Dear ShakhtarD,
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,
Stefan
