The player from North Rhine-Westphalia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
ZotaBet Casino - Player believes that their withdrawal has been delayed.
Amount: €1,500
ZotaBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
I can't withdraw my money, the withdrawal was declined 2 times. Even though my account is fully verified, it keeps asking for new documents to delay the withdrawal.
I'm afraid that I can't get any further with the casino alone and I need help.
Ps. My first payout for this deposited multiple times.
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1 year ago
Dear ragner69,
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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1 year ago
Translation
Hello Kristina,
Now 4 days have passed and my payout is still pending, I have contacted their support several times regarding my payout and each time I have been told it will be checked. I have provided all the required documents for this and then my account was fully verified and I received the confirmation by email, but the payment is still not made. I find it very strange why they keep my money, so I think reputable casinos behave completely differently and in the future I will think carefully about whether I will still deposit money there or continue to play with them. It's a fact not looking for the projects to pay me off in a timely manner.
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1 year ago
Translation
Hello,
I have now received my money in full and it took a really long time so the complaint can be closed.
B.Barkat.
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1 year ago
Dear ragner69,
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,
Kristina
Casino.Guru
