The player from Brazil requested a withdrawal of 1,200 BRL but faced continuous document rejections from the casino. Despite submitting various required documents, the casino claimed that necessary information was missing, and the player was uncertain about what specific model was needed for approval. The issue was resolved when the player was verified and successfully received his winnings through a Bitcoin withdrawal, confirming the casino's honesty. The complaint was marked as 'resolved' by the Complaints Team following the player's confirmation.
ZotaBet Casino - Player’s withdrawal is delayed due to document issues.
Amount: 1,200 R$
ZotaBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I requested a withdrawal of 1,200 BRL, but my documents are constantly getting rejected. They are asking for photos of the bank details; I send them, but they always claim something is missing. I asked for the specific model they need, but they haven't sent it to me. I have provided all the documents that casinos typically approve for verification. They request so many documents that there are over 30 documents in the document upload screen. Could you please help me? Thank you!
Automatic translation:
Public
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2 months ago
Dear ericleo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Do all your documents meet the requirements requested by the casino and are all your personal data clearly visible and present on all of them?
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,
Veronika
Public
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2 months ago
Translation
I was verified and received my winnings, I made the withdrawal in Bitcoin which was easier, because I just had to confirm my address, I was afraid I wouldn't receive it but this Casino is honest, thank you Veronica!
Automatic translation:
Public
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2 months ago
Dear ericleo,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
