The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings hadn't been received at that point. Initially, she had faced issues with the withdrawal process and had received no response from the casino's support team. After she submitted her complaint, she was asked by the casino to upload a selfie with her ID for verification. Following this, her withdrawal was approved, and she received her winnings after a delay of 15 days. The player had expressed dissatisfaction with the long withdrawal process but confirmed receipt of her winnings and requested that the complaint be closed. The complaint had been successfully resolved by our team.
ZotaBet Casino - Player’s withdrawal has been delayed.
Amount: €6,000
ZotaBet Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Good day,
I registered at this casino for the first time yesterday. I had completely verified my account and also received an email confirming that the account was fully verified and is now available for use.
I deposited about 200 Euros without a bonus and played for quite a long time. My balance fluctuated continuously. Eventually, I had a great stroke of luck and won 6000 Euros.
I wanted to cash this out. The only available method for withdrawal is bank transfer and 1000 Euros per transaction. So far so good. I attempted to withdraw 4 times, each time 1000 Euros.
The withdrawal was cancelled! After several emails to the support team, they informed me that I supposedly had a duplicate account. They sent me 5 email addresses to verify, all of which were completely unknown to me. I only have this one account and no other!
Then an email came saying everything was sorted out.
I made 4 withdrawal requests again, each for 1000 Euros. I was told by the support team that everything was being processed and I needed to wait. That was this morning. Now, I see that all 4 withdrawal requests have been cancelled once again.
I composed another email to the support team but did not receive a response.
I'm slowly beginning to believe that this is all a scam and I am seeking help in getting my winnings paid out.
Thank you.
Yours sincerely,
Dorothea
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1 year ago
Dear Doro42,
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
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Hello!
thanks for the reply.
I would understand if the withdrawal was in process, but it was simply canceled. And there is no response at all to my requests to support.
I'm really sad and upset about this.
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1 year ago
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Hello!
small update…
This morning I received an email from support asking me to upload a selfie with my ID and a piece of paper with today's date.
A short time later I received an email from support saying I could withdraw money.
I've done that now and I'm excited to see if it works.
My conclusion is that the casino always speculates that you will probably continue playing and lose your winnings! Payouts will be returned without explanation. You always have to ask support and wait.
Everything is delayed unnecessarily.
I hope that the payout will work now!
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1 year ago
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Update
Today all my withdrawals were approved. Let's see if and when the money will be credited to my account.
I still think it's very unfair of the casino that the withdrawal process takes so long even though the account is fully verified. The amount remains for 48 hours and you can return it, which of course encourages you to continue playing.
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1 year ago
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Hello!
The money was in the account 2 days later.
I then continued playing and won a total of 5000 euros.
The payouts have now been in the pendulum phase for 3 days again. It's not normal that it takes so long to process the withdrawals. I think it is very dubious to hope that the payouts will be reversed and the winnings gambled away.
The VIP customer service is very nice but can't help much. Just saying you have to be patient, everything is ok and it takes time for it to be processed.
I'm not entirely sure whether the 5000 euros will be paid out.
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1 year ago
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UPDATE
My win of 3.10 is still not processed. Today is October 9th.
So now we've been in the commuting phase for 7 days.
I have contact with my Casino VIP Support every other day. But all I get in response is that everything is ok and I would have to wait, everything is being processed.
Somehow this waiting isn't quite up to date, and the fact that you don't even get an approximate time is very, very strange.
I also recently deposited another 50 euros and actually won another 2000 euros.
However, I cannot have this paid out as long as the other 5,000 euros have not yet been processed. Because you can only have a maximum of 5000 euros in the queue. And before you can make new withdrawals, these 5000 euros must first be accepted and transferred.
I'm not playing in this casino at the moment and am waiting and hoping that something will happen towards a payout in the next few days.
So the support always says everything is fine and I just have to wait and see.
But how long is it okay to wait?
After all, you want to be able to dispose of your profits at some point.
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1 year ago
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so today is 11/10
My withdrawals are still pending as of 03/10.
My account is fully verified and I have already received withdrawals.
Now I have once again contacted my VIP support. But there are just the usual platitudes... Everything is fine, everything is being processed, please wait.
How long should I wait for my winnings to be paid out?
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1 year ago
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Hello!
No, the second payout that I requested on October 3rd is still in the pendulum phase. The support always says I should wait, everything is fine. But today it's already 10 days.
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1 year ago
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Unfortunately still nothing! The answer I get from support is this: We are working on your payout. Please wait!
yes, I've been waiting for 11 days now...
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1 year ago
Thank you for your reply, Doro42. Could you please post a screenshot of your withdrawal history here? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Hello!
The money was posted today! It took a full 15 days from the time I requested the payout to the time it was paid out to my account. I think that's a very, very long time. But there is money and everything is fine! Complaint can be closed!
Thank you!
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1 year ago
Dear Doro42,
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
