ZigZagSport Casino - 選手の退会が遅れました。

Hi, in truth, I made the first withdrawal in December 2021, after 3/4 months that I did not receive the money and they removed the chat and no longer replied even by email I canceled that withdrawal, just to give it a try, and asked for another. All documented because my account is always active. Not even this withdrawal was successful and they always continue to stop responding to my emails. I canceled the withdrawal again and made a new one but of a small amount, precisely 22 euros, leaving 290 euros in the game account, this on 1 October 2022. But always the same, they disappeared with my 310 euros

Dear pieroettorre,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Were your winnings accumulated with or without an active bonus and was your account successfully verified in the past, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost a year is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks for the reply, the only explanation I was given is that they had problems causing late payments, this however over 10 months ago, then by email they said that the war in Ukraine was causing further delays. Then for 6/7 months now they have completely disappeared by removing the chat and no longer replying to any emails even if I still continue to send them. The strange thing is that my account is still active, I can play but I cannot withdraw, or rather I can but they never pay me

Grazie per la risposta, l'unica spiegazione che mi è stata data è che avevano problemi che causavano ritardi nei pagamenti, questo però oltre 10 mesi fa, poi tramite mail hanno detto che la guerra in Ucraina era causa di ulteriori ritardi. Poi da 6/7 mesi a questa parte sono completamente spariti togliendo la chat e non rispondendo più a nessuna mail anche se io continuo tuttora ad inviarle. La cosa strana è che il mio account è ancora attivo, posso giocare ma non posso prelevare, o meglio posso ma non mi pagano mai

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

Dear pieroettorre,

I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a ZigZagSport Casino representative to join this conversation and participate in the resolution of this complaint.

Dear ZigZagSport Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you very much

Grazie tante

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much

Grazie tante

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan