Zumospin Casino - Player’s winnings are delayed due to verification issues.

I have been playing at the casino since the beginning of this year. I have made alot of deposits on them and some withdrawals as well.

My account had been verified and my withdrawals were all getting paid without an issue.

In early May I made a deposit and won 19500 EUR. I requested a withdrawals and it was cancelled and my account was no longer verified. I was requested to send a proof of deposit to the casino.

After some back and forward and a few things I sent not being approved the casino finally approved my document.

Right after they approved it my account was still not verified and they requested a proof of funds.

Since then I have shown the casino other withdrawals I had made from other websites I play on explaining the proof of funds. The casino has refused each document and I find myself in a situation where I do not know what to send them anymore.

I would like to communicate with the casino on this public forum in order for us to end this.

Dear bouzouki69,

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. 

• Do I understand correctly that proof of funds is the only document that has not been verified?
• Have you provided any other documents and have they all been approved?
• 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

Hello

1- As of right now that's the only thing that isnt green on the verification tab

2- I have gotten verified don previous documents (ID, proof of deposit)

3- I cancelled the bonus on the account on that specific deposit because I won during my play with the cash portion

Thank you very much for your reply, bouzouki69. Could you 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.

I have forwarded the last communication I had.

I don't think I have any by email concerning the new document they added to the list now.

Thank you very much, bouzouki69, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear bouzouki69, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Zumospin Casino representative to join this conversation. 

Dear Zumospin Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello, dear bouzouki69,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

To fully verify your account, you need to provide the missing document confirming the origin of your funds. Please check the message from us dated June 2, where we specified which document can be uploaded for verification.

We hope for your understanding.

Best regards,

ZumoSpin Team.

I believe I told you via chat that the origin of the bitcoin used for my win on the casino has been by my continuous lucky streak I have been having playing online.

On your casino alone I withdrew 11500 in Feb and another 6500 in April with a small withdrawal in between.

I have also been fortunate enough to be in the positive on other casinos as well which I can provide you the screenshots of my history with them if you wish, although with your casino alone this year I'm up close to 7000 without counting my current balance. Does that not show where the origin of my last deposit came from?

Thank you

Dear bouzouki69,

unfortunately, we cannot accept the documents that you provided, as they do not meet the requirements. Please check the requirements again and kindly provide the document needed for verification. If you won these funds playing online, you can send us the screenshots via email confirming that.

We want to assure you that we have no intention of delaying the process, however, your failure to follow the instructions may lead to a longer withdrawal process.

We hope for your understanding.

Best regards,

ZumoSpin Team.

I have uploaded 3 screenshots

I have more. Please let me know.

Dear bouzouki69,

thank you for providing us the necessary documents, we have verified them.

We are pleased to inform you that now you can make a withdrawal request and withdraw your winnings.

If you have any other question, don't hesitate to contact us.

Best regards,

ZumoSpin Team.

Thank you for the fast response, Zumospin Casino. 

Dear bouzouki69,

can you please request a withdrawal? Please let us know of any new development regarding this case.

i have successfully made a withdrawal thank you

Thank you, bouzouki69, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina