Zumospin Casino - Player’s withdrawal has been delayed.

Hello, on April 30th,2024, I deposited and claimed a deposit bonus and successfully wagered the bonus with a positive balance. I withdrew the same day, but it was cancelled the following day. I was verified in the past but was asked to update my ID, Proof of address. I uploaded both documents and resubmitted my withdrawal, which was once again rejected and I was asked to submit a proof of my last deposit. I deposited using my LITECOIN crypto wallet, so I sent them my deposit receipt which included what they asked for which was, date,time and transaction details.

On May 15th, they sent me an email confirming my account was successfully verified. I made a new withdrawal on, May 17th, which to this day,

I began contacting live chat daily after submitting the withdrawal, they said they would email me concerning the reason the withdrawal is still pending.

On May 29th , they emailed that my document was rejected because the document was not required. Followed by asking me once again to submit a proof of deposit.

I am very confused on what this casino wants from me to complete my withdrawal. Please, help us resolve this issue. I have what they need, they need to stop delaying me and get this done.

I attached all communications with them.

Dear JGRIGS1985,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Zumospin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you submitted the correct proof of deposit, with the exact amount and from the exact date the casino requested? Have you submitted your proof of deposit on time and in the correct format?

I have not received any communications from you, please send them to me once again. My email address is veronika.l@casino.guru. Please ensure that you include all relevant documents that could help with the investigation of your case. Do I understand correctly that all your other identity documents have been successfully approved in the verification process? I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Hello Veronika,

I sent you all the email communications and the document I sent the casino as a proof of deposit, and yes I did send them a receipt from my crypto wallet showing all the information mentioned.

The casino just emailed me once again, asking for the same document I already sent. I don't know what to do anymore.

Thank you very much, JGRIGS1985, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear JGRIGS1985, 

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!

Thank you for reaching out to us regarding your issue. We are sorry to hear that you are experiencing difficulties with the withdrawal process, however, according to our terms and conditions, specialists may request your documents at any time at their discretion.

At the moment, we are still waiting for a screenshot of your crypto wallet to see the deposit to our side and its details. Unfortunately, we cannot approve your withdrawal as the verification has not been completed.

We hope for your understanding,

Best regards,

ZumoSpin team.

Hello,

I am not sure how many times we have to keep repeating the same thing. I sent a proof of deposit weeks ago. it was rejected, Zumospin refuses to give me a reason or acknowledge that I uploaded the document. I attached the document I sent to this reply, along with a screen shot showing that I did in fact upload what they asked for and it was rejected.

The document is as detailed as I can get from my crypto wallet.

Dear JGRIGS1985, 

thanks for the update. I understand it must be frustrating to keep sending the same document over and over again. However, will you be able to send it one more time, please? Please let us know if you did.

Dear Zumospin Casino,

thanks for your reply. Have you received any of the many documents JGRIGS1985 has sent to you? Were you able to verify them? Was there anything wrong or missing, please?

Hello,

I took a screenshot of the same information from my crypto wallet using a different perspective this time, I just uploaded it to the casinos verification section and attached it to this complaint thread.

Hopefully it works this time.

Dear JGRIGS1985,

thank you for providing the necessary information. We are pleased to inform you that you can make a withdrawal request now. Your cashout will be verified within 24 hours.

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

Best regards,

Zumospin team.

Dear Zumospin Casino,

thanks for the update.

Dear JGRIGS1985, 

have you had a chance to request a new withdrawal, please? Please keep us updated about any new development.

Hello, I just requested a new withdrawal, hopefully it works this time.

Dear JGRIGS1985, 

thanks for the update. Please keep us posted about any new development.

Dear JGRIGS1985,

As we see in the system, your cryptocurrency withdrawal was successfully approved and paid.

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

Best regards,

ZumoSpin Team.

Thank you for the update, Zumospin Casino. 

JGRIGS1985, could you please advise if you have received the payment?

Dear JGRIGS1985,

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 all,

Unfortunately, we’re forced to reject this case because JGRIGS1985 has stopped responding to our messages and questions. Without JGRIGS1985 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.