Zulabet Casino - Player's withdrawal is incomplete due to document reception issues.

Hi,

Zulabet has voided my winnings from their casino due to their own fault in not being able to receive my documents.

I had a 78 000 nok balance. Only 40 150 nok was sent through my withdrawal. They had asked for intrusive documents which I in the end sent them. The kyc email I sent it to never worked, as I received an error message from zulabets email (see screenshot) and not long after they ended up sending just my deposit instead of all the winnings.

I ask for casino.gurus help. They have still to release the last 38 000 nok of my balance.

Kind regards,

Jmann

Hello Jmann,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zulabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Jmann,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Jmann,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

Could you please advise since when is your account fully verified?

I was fully verified since 2021. Zulabet later wanted to do additional checks, which I have at my I have at the best of my ability tried to complete. There has been failings in communication.

Did you accumulate your winnings with real money or did you use a bonus?

Real money.

When was the last time you spoke to the casino and what was it about?

Earlier this fall when I learnt they were not going to send my full balance.

Hello Jmann,

When you were supposed to send the verification documents and when did they request for them?

Hi,

the exact details are about hazy has this has taken a long time. They were first requested November 2020. I sent proof of ID, proof of ID with selfie and proof of address. I also uploaded proof of funds. The same week as they were requested.

They were not satisfied with my proof of funds documents even though it was with the proof sent, I deposited with. I even sent them my personal bank statement. When I tried to complete the proof of funds again in April of 2021 it didnt arrive due to the the spesific email they had used to contact me through, bounced.

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Dear Jmann,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi. Sent the requested documents to your email.

Hello Jmann,

Unfortunately, we are unable to deal with issues which occurred over a year ago. As the verification process begun over 2 years ago, our hands are tied. Please note that the verification should be done within weeks after registering or right after registering and as your time period is very long, we can't hold the casino responsible for the failed verification.

Is there anything else we could assist you with? If not, we will be forced to close the complaint.

Hi Nick. I have sent the requested documentation after a few weeks of request. The time consumption here is zulabet who are responsible for. I dont see why I should be punished by that.

Hello Jmann,

The problem is still with the age of complaint and that you have contacted us after 2 years. Please be sure to submit your complaint within a reasonable time frame next time but I'm afraid we can't do anything with this one.

You can still try to contact the licensing authorities of the casino in order to proceed in resolving your issues but our hands are tied.

As stated above, we will be now forced to reject the complaint.

Best regards,

Nick