The player from Austria had experienced issues with the withdrawal of 3,000 Euros from ZotaBet. Despite having been fully verified and making multiple requests, the withdrawal status had remained 'In Progress' since February 13. The player had been advised to wait for two weeks before escalating the issue. Later, the player reported that all three requests had been cancelled due to a technical problem and had been asked to request the payout again. Eventually, the player confirmed that the payment had been successfully completed. We had marked the complaint as 'resolved' following the successful resolution of the withdrawal issue.
ZotaBet Casino - Player’s withdrawals are delayed.
Amount: €3,000
ZotaBet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
ZotaBet Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
9 months ago
Translation
I would like to report a problem with a withdrawal at Zotabet. I have been a customer at the casino for several months and am fully verified.
I recently won approximately 5000 Euros and wanted to withdraw it.
Since the casino only allows withdrawals in increments of 1000 Euros, the amount was split.
As you can see in the screenshot, my requests for 3000 (each of 1000 euros) have not yet been processed. The status has been "In Progress" since February 13.
As you can also see, later requests using the same withdrawal method have been processed (e.g., February 14 "Accepted").
Neither the support nor the VIP manager can help and suggest that the issue is with my bank. They are not willing to provide me with a Skrill Payment ID, so that I can try to resolve the issue directly with Skrill. What also seems strange to me is that later requests have already been processed, while the 3000 Euros are still "In Progress".
I kindly ask for your assistance.
Thank you very much
Automatic translation:
Public
Public
9 months ago
Dear darkic1987,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Hi, then how do you explain that subsequent requests are accepted and dealt with? If you look at the screenshot, there are requests from a later date that were completed.
Automatic translation:
Public
Public
9 months ago
Hi darkic1987,
As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration. To keep you in the loop, I'll set a timer for an additional 3 days, bringing us to the two-week mark since your withdrawal request. If there are no updates by then, we'll proceed to contact the casino on your behalf.
Public
Public
9 months ago
Translation
After almost 2 weeks, all 3 requests were canceled today with the note that there was a technical problem - I was told to request the payout again...
Automatic translation:
Public
Public
9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, darkic1987, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
