The player from Germany has requested withdrawal one month ago. It has been processed but never reached the player. The casino has provided the player with necessary tracking information for the payment. Eventually, the player stopped responding to our messages and we were forced to reject this complaint.
Zodiacbet Casino - Player’s withdrawal has been delayed.
Amount: $140
Zodiacbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 years ago
Translation
reportedly Zodiacbetcasino transferred this $ 140.00 on 11/16/21. But the money never arrived. After approx. 1 week my bank stated that they would not accept any dollars and that if that was transferred in 'dollars, it would automatically be returned to the casino! After 1 week of asking Casino.it was told I should send bank statements without gaps to prove that I had not received the money. I have made. After 2 weeks in the chat at Casino Zodiacbet, I was told my money was back and the finance department is working on this case as a priority. So it remained until after 4 weeks, despite multiple inquiries, always the same answer! After 5 weeks now today, an IVAN in the chat who only gave me an answer, have a nice evening. Nothing more and that's it. No email, no more information, no credit to the account either, because when the money comes back, it appeared at another casino in the inventory. Here it is and remains zero. so casino doesn't want to cash out. Hope you help me, otherwise I will also become a supervisory authority. License givers and also 2 Provis'der notify software manufacturers such as Playtech because this casino still uses games that are forbidden for Germans and also forbidden Playtech, because Playtech has blocked all games for German players
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2 years ago
Dear Spandauer44,
Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for four weeks. Could you please advise if it was your first withdrawal attempt in this casino? If there’s any relevant communication from the casino, please forward it to petronela.k@casino.guru.
Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?
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
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2 years ago
Translation
On 11/15/21 I tried to withdraw the amount of 150.00 dollars from my credit card. This withdrawal was canceled by the casino on the same day because they were not able to withdraw via credit cards (PAYED IN via CREDIT CARD) On 11/16/21 I then made a withdrawal request via my account. This payout was approved immediately and also appeared under Payouts in the transaction log. Also with transaction number. The money never arrived, or if it was actually transferred, it was sent back by my bank because my bank does not accept dollar transfers. So since 11/16/21 the money has been floating somewhere, but no longer appears in my casino account.
But it is strange and extremely worrying that an attempt was made to buy something in an online shop the next day with my credit card. My Bnak took good care and locked the CARD! After 3 days I got a new card with which I again deposited 20.00 at Zodiacbet, another attempt was made to withdraw money with this card to buy one. My card was blocked again and I was given a 3rd credit card. I now had the justified suspicion that someone from Zodiacbet was using my card here to make private purchases! Suspicion because these cards were not used anywhere else. So I paid a third time at 8:00 p.m. into Zodiacbet and lo and behold, an attempt was made again to buy 466.00 EIR using my card. I then shared that with Zodiacbet. That's a lot of stuff that Zodiacbet allows itself. The finance department stops responding and the chat, at least one certain Ivan no longer answers. Obviously it seems to be being cheated. wanted because I only paid with these credit cards at Zodiacbet and only used these credit cards at Zodiacbet.
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2 years ago
Thank you, Spandauer44, for your reply. If there’s any relevant communication between you and the casino or supporting evidence, please forward them to petronela.k@casino.guru.
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2 years ago
Thank you very much, Spandauer44, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Spandauer44!
From now on, I will take care of your complaint. I would like to invite representatives of Zodiacbet Casino into this complaint to help us resolve the issue.
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2 years ago
Dear CasinoGuru representatives and Spandauer44,
First of all, we do apologize for the late reply.
As per our official records and the recent email to the player, we can confirm that we've already sent an MT103 proof of SWIFT payout. In our last conversation with the player, we've attached a PDF file that can be provided to his bank so they can allocate/track the transfer.
Having the above mentioned, on the 21st we sent him a reply with official information from the processing bank, which contains the MT103 confirmation for successful SWIFT payment. The money did not go back to the bank, hence the player needs to check with his own bank for further information.
We hope you will find this informative.
Kind Regards,
The ZodiacBet Casino Team
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2 years ago
Translation
Thanks for your patience.
After a conversation with our finance department, we can confirm that proof of transfer of your $ 140 withdrawal has been sent to you.
In case you and your bank have not found such payment yet, we kindly ask you to send us the following document:
1. An official signed document from his bank, declaring that with the provided MT103 proof, no such transaction was found
We look forward to your response!
Yours,
Axel T. | Customer support
Completely incomprehensible to me and others, I told you that my bank does not accept dollar transfers and that an automatic machine is switched on without checking, where the money is sent directly back to the payer. So my bank cannot give such a confirmation
It is easier for you, you just need to see whether this EUR 140.00 has been valued, i.e. whether it has been debited from you. It's a lot easier.
I can affirm that the money has still not been credited to my account !!
Mfg Alf
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2 years ago
Hello Spandauer44!
According to the reply from ZodiacBet Casino Team, it seems that the payment was already debited from their bank account but did not return. Have you tried to contact your bank with the standardized MT103 proof of payment which the casino has provided to you by email?
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2 years ago
Translation
I have sent this payment slip from Zodiacbet to my bank again and am still waiting for an answer.
Regardless, however, Zodiacbet has not blocked my account, but has done so in such a way that I cannot open and play a single game. And nothing has been said about the matter of unauthorized credit card use in 3 cases.
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2 years ago
Dear Spandauer44,
Thank you for providing us with an update. I would like to ask you to let us know about any news you will receive from your bank regarding the payment in question. I will extend the timer to 10 days for you to provide you with the necessary timeframe.
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2 years ago
Hello Spandauer44!
Are there any news about your payment or new information from bank?
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2 years ago
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I'm still waiting for my bank, unfortunately that seems to be taking time. But it is still unfair to block my acoubt at Zodiakbet for games just because of discrepancies. You can get in, but you can't play.
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2 years ago
Hello Spandauer44!
I would like to ask you, were there any news from the bank? I believe the restrictions on your account are just for security reasons and once everything will be settled, you will be able to play just like before.
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2 years ago
Hello Spandauer44!
We have not heard from you for a while. Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
Looking forward to hearing from you.
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