ZetCasino - プレイヤーが賞金を受け取れずにいます。

Hi. I initiated the payment on 11/02/2022. On November 4, 2022, I received an email with the following text: "Based on the information you have found, you have requested a payment of EUR 176.00. Your withdrawal request WILL be processed shortly by the finance department." As of November 14, 2022, my money has not been paid out to me. I have contacted support more than 5 times. The first time I was told that the payment deadline could be up to 5 days. I was later informed that an error had occurred and my payment was "lost". Today they write to me that they have a great need for payment and do not have time. I have to wait and they will definitely pay. But they don't tell me the dates. When I asked for an official reply to the letter, I received nothing. It turns out that the casino doesn't say when they will pay and asks to wait every day, which contradicts their own rules, which state that the payout will be made within 5 days.

Hallo. Ich habe die Zahlung am 02.11.2022 veranlasst. Am 4. November 2022 erhielt ich eine E-Mail mit folgendem Text: "Aufgrund der von Ihnen gefundenen Informationen haben Sie eine Zahlung in Höhe von 176,00 Euro angefordert. Ihre Auszahlungsanfrage WIRD in Kürze von der Finanzabteilung bearbeitet." Bis zum 14. November 2022 wurde mir mein Geld nicht ausgezahlt. Ich habe den Support mehr als 5 Mal kontaktiert. Beim ersten Mal wurde mir gesagt, dass die Zahlungsfrist bis zu 5 Tage betragen könnte. Später wurde mir mitgeteilt, dass ein Fehler aufgetreten sei und meine Zahlung „verloren" sei. Heute schreiben sie mir, dass sie einen großen Zahlungsbedarf haben und keine Zeit haben. Ich muss warten und sie werden definitiv bezahlen. Aber sie sagen mir nicht die Daten. Als ich um eine offizielle Antwort auf den Brief bat, erhielt ich nichts. Es stellt sich heraus, dass das Casino nicht sagt, wann es bezahlen wird, und darum bittet, jeden Tag zu warten, was im Widerspruch zu seinen eigenen Regeln steht, die besagen, dass die Auszahlung innerhalb von 5 Tagen erfolgen wird.

Dear stadmannr711,

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 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

Good day. The casino still doesn't pay out any money. I contacted support for an explanation. Got the same answer. You'll have to wait who knows how long. I believe this is customer humiliation.

Guten Tag. Das Casino zahlt immer noch kein Geld aus. Ich habe den Support kontaktiert, um eine Erklärung zu erhalten. Habe die gleiche Antwort bekommen. Sie müssen wer weiß wie lange warten. Ich glaube, dass dies eine Demütigung des Kunden ist.

Dear stadmannr711,

Have you received your withdrawal from the casino yet?

no I didn't get paid anything.

The status of my application on the website has not changed since 11/02...

Nein. Ich habe nichts bezahlt bekommen.

Der Status meiner Bewerbung auf der Website hat sich seit dem 02.11 nicht geändert...

Thank you very much for your reply, stadmannr711. Have you made any successful withdrawals before? Could you please advise if you have passed the verification? Have you accumulated your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi. I am trying to withdraw money for the first time. The casino did not request verification. The withdrawal delay is due to some technical difficulties on the part of the casino itself. The bonus was credited to me but I lost everything on the slots. All winnings were accumulated when I didn't have an active bonus. I still haven't received the money. The casino does not send any information.

Hallo. Ich versuche zum ersten Mal Geld abzuheben. Das Casino hat keine Überprüfung angefordert. Die Auszahlungsverzögerung ist auf einige technische Schwierigkeiten seitens des Casinos selbst zurückzuführen. Der Bonus wurde mir gutgeschrieben, aber ich habe alles an den Slots verloren. Alle Gewinne wurden angesammelt, als ich keinen aktiven Bonus hatte. Ich habe das Geld immer noch nicht erhalten. Das Casino sendet keine Informationen.

23 days have passed. I have not received the money. Information from the casino is not received.

Es sind 23 Tage vergangen. Ich habe das Geld nicht erhalten. Informationen vom Casino werden nicht empfangen.

Hi. The money has not yet been paid out. The casino does not send notifications.

Hallo. Das Geld wurde noch nicht ausgezahlt. Das Casino sendet keine Benachrichtigungen.

Thank you very much stadmannr711 for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 soon.

Hi stadmannr711,

I've reviewed your case and fully understand your concerns. I will try my best to help you with your problem so I will contact the casino.

I would like to invite ZetCasino to join our conversation and participate in resolving the issue of the player's delayed withdrawal. Could you please explain to us why the withdrawal request hasn't been processed for more than three weeks already?

Hope to hear from you soon!

Best regards,

Natalia

Dear all, 

We apologize for the delay and would like to let you know that we are reviewing the details for verification.

Finance department will soon provide the necessary details in order to verify the account and proceed with the withdrawal once the verification process has been completed by the player. 

Kind regards, 

ZetCasino 

Hi. The casino behaves like a scammer. No documents or evidence were required yesterday either (I'm attaching a screenshot). After a month and a half, they still decided to give an answer. But they gave the answer only here. Nobody contacted me via email.

I do not agree to these terms and request a refund of the deposit. Because I think the casinos are scammers and I don't want to send them my documents!

Hallo. Das Casino verhält sich wie ein Betrüger. Auch gestern waren keine Dokumente oder Nachweise erforderlich (ich hänge einen Screenshot an). Nach anderthalb Monaten entschieden sie sich dennoch, eine Antwort zu geben. Aber sie gaben die Antwort nur hier. Niemand hat mich per E-Mail kontaktiert.

Ich bin mit diesen Bedingungen nicht einverstanden und verlange eine Rückerstattung der Anzahlung. Da ich die Casinos für Betrüger halte und ihnen meine Unterlagen nicht übermitteln möchte!

Dear ZetCasino, thank you for the response.

Dear stadmannr711, have you already been contacted by the casino regarding verification after your last post here?

Regards,

Natalia

Hi. The casino did not notify me. The last letter in my email that my withdrawal is being processed.

After the casino wrote in this dispute that verification was requested, such a form appeared in my personal account.

I have a question for the casino representative. If only I hadn't opened a complaint against you here. Would you still keep my money, try to steal it and not comment?!

Why haven't I received any information for more than a month!!!?

Hallo. Das Casino hat mich nicht benachrichtigt. Der letzte Brief in meiner E-Mail, dass meine Auszahlung bearbeitet wird.

Nachdem das Casino in diesem Streit geschrieben hatte, dass eine Überprüfung angefordert wurde, erschien ein solches Formular in meinem persönlichen Konto.

Ich habe eine Frage an den Casino-Vertreter. Wenn ich hier nicht eine Beschwerde gegen Sie eröffnet hätte. Würdest du immer noch mein Geld behalten, versuchen es zu stehlen und keine Kommentare abgeben?!

Warum habe ich seit mehr als einem Monat keine Informationen erhalten!!!?

Hello,

We kindly inform you that the list of documents appears in the gaming account once they are requested.

We apologize for the delays caused and we request you to kindly upload the requested documents.

Once the documents are uploaded, the verification withdrawal will be carried out with priority.

Sincerely,

Zetcasino.com

Dear Zet Casino, thank you for the reply.

Dear stadmannr711, could you please update me if you already had a chance to upload your documents for verification in your account? As you can see the casino replies here and it seems to be willing to cooperate on your matter so I would highly recommend starting the procedure of verification to be able to finally withdraw your funds.

Please, keep us informed 🙂

Regards,

Natalia

Dear stadmannr711,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.