The player from Austria initially faced account access issues, but after leaving a negative review on Trustpilot, access was restored. Despite completing several verification steps, including sending selfies with a passport and additional messages, nine withdrawal attempts were denied with changing excuses. The issue was resolved after the player complied with an additional request to play €75.00 more, resulting in the entire balance being transferred to his account. The complaint was marked as resolved.
ZotaBet Casino - Player’s withdrawals are delayed.
Amount: €198
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
3 months ago
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3 months ago
Translation
First, there were massive issues because I couldn't access my account. After leaving a negative review on Trustpilot, I suddenly regained access. Now, I've tried to make a withdrawal 9 times (yes, nine times), but without any positive response. They come up with new excuses all the time. For instance, I uploaded a selfie with my passport, and it was accepted. Now they're asking for a selfie with my passport and a piece of paper in the "one" hand that says "Hello Zotabet Casino" and the date. But, of course, that wasn’t accepted either — so it’s impossible to make a withdrawal. I have no choice but to take legal action. Thank God I have legal protection insurance.
Automatic translation:
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3 months ago
Dear haraldjanisch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Do I understand correctly that your account has not been verified yet?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Hello Kristina,
no, I have not made any withdrawals yet, no, I have not claimed any bonus and yes, I have verified my account: I have uploaded a bank statement with the deposit, a photo of the credit card, a utility bill, a selfie with my passport in my hand and additionally (this was also required of me) a selfie with my passport and a piece of paper in my hand with the text "Hello, zotabet casino and the current date", the withdrawal was still rejected and each time without any reason.
When I asked, I always just got a standard email saying they can't find my account!!!
Automatic translation:
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3 months ago
Translation
Dear Sir or Madam, I think the pressure has become too great. I was asked to play another €75.00. I did that (and won the game) and today the entire balance was transferred to my account - so you can close the complaint. Thank you for your support and efforts. Kind regards, Harald J***
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear haraldjanisch,
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
