ZotaBet Casino - 決済が遅延しているとのクレームがあります。

Good day,

I verified my ZotaBet account and requested a withdrawal of €1,000 (the maximum possible daily amount) on July 3, 2025. I also have another €66,000 in my ZotaBet account. I've repeatedly spoken to a live chat agent about my withdrawal status. My withdrawal status has been "pending" since July 3. The agents told me they are trying to expedite the withdrawal and that I'll hear from them soon. I was also assured that all the necessary documents for verification are available. Unfortunately, nothing has happened. I realize it can take up to two weeks, but given the amount in my account, I wanted to report this case early. I hope you can help me. Thank you very much!

Kind regards

Guten Tag,

ich habe mein Konto bei ZotaBet verifiziert und eine Auszahlung beantragt in Höhe von 1000€ (der maximal mögliche Betrag am Tag) am 03.07.2025. Außerdem habe ich noch weitere 66000€ auf meinem ZotaBet Konto. Immer wieder habe ich im Livechat mit einem Mitarbeiter geschrieben und gefragt wie es aussieht mit meiner Auszahlung. Der Status meiner Auszahlung ist seit dem 03.07 „ausstehend". Die Mitarbeiter sagten mir, dass sie sich bemühen die Auszahlung zu beschleunigen und bald Nachricht erhalten werde. Mir wurde auch versichert, dass alle nötigen Dokumente zur Überprüfung vorhanden sind. Leider tut sich nichts. Mir ist klar, dass es auch bis zu 2 Wochen dauern kann, aber angesichts des Betrags auf meinem Spieler Konto wollte ich diesen Fall früh melden. Ich hoffe Sie können mir weiterhelfen. Vielen Dank!

Freundliche Grüße

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, today I was asked to upload a selfie with my ID and a document with today's date and the inscription "Hello, ZotaBet Casino" in my hand. I did this. Now I have to be patient.

Guten Tag, heute hat man mich aufgefordert ein Selfie mit Ausweis und einem Dokument mit dem heutigen Datum und der Aufschrift „Hallo, ZotaBet Casino" in meiner Hand hochzuladen. Dies habe ich getan. Nun soll ich mich weiter gedulden.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru