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I deposited 170€ and wanted to withdraw 100€ after winning a bit. I have been waiting since 15.03.2024 for my money, but so far, I haven't received anything. I have inquired multiple times and am always told that the finance department will handle it, but nothing has happened yet. It's unacceptable that one has to wait for over 2 weeks for 100€. I think ZetCasino is a fraud.

Ich habe 170€ eingezahlt und wollte 100€ auszahlen nachdem ich etwas gewonnen habe. Ich warte seit dem 15.03.2024 auf mein Geld, aber bisher habe ich noch nichts bekommen. Ich habe mehrfach nachgefragt und mir wird immer gesagt, dass sie Finanzabteilung sich darum kümmern wird, aber es ist noch nichts passiert. Es kann nicht sein, dass man über 2 Wochen auf 100€ warten muss. Ich denke bei ZetCasino handelt es sich um Betrug.

Dear Sam98,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

Hello Thomas,

This is the first time I want to cash out.

I have not received a request for KYC verification.

I accumulated the winnings without a bonus. To withdraw I only had to provide my IBAN, nothing more.

Nothing has happened for 2 weeks.

Hallo Tomas,

Das ist das erste mal, dass ich Auszahlen will.

Ich habe keine Aufforderung für eine KYC Überprüfung bekommen.

Die Gewinne habe ich ohne einen Bonus angesammelt. Für die Auszahlung musste ich nur meine IBAN angeben mehr nicht.

Seit 2 Wochen passiert nichts.

Could you please share your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I do. I contacted support again on Monday and was again told that the transfer had been made.

That's true, but not because I still haven't received any money. I hope you can help me.

Mache ich. Ich habe am Montag den Support wieder kontaktiert und es wurde mir erneut gesagt, dass die Überweisung getätigt wurde.

Das stimmt, aber nicht, weil ich immer noch kein Geld erhalten habe. ich hoffe sie können mir weiterhelfen.

same lie like last week they don't give me my money

Thank you very much, Sam98, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello Sam98,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Kind regards,

Dominika

Casino.Guru

Thank you very much dominika.

Dear Customer,

Thank you for reaching out.

Please be informed that we sent you an email with proof of payment today. 

Best regards,

Customer Support

I have to apologize.

I received the payment 3 days after the withdrawal request. Unfortunately, I missed that. Sorry.

The case is closed.

Ich muss mich entschuldigen.

Ich habe die Zahlung 3 Tage nach der Auszahlungsanfrage erhalten. Ich habe das leider übersehen. Sorry.

Der Fall hat sich erledigt.

I was also confused because the payout said "pending".

Ich war auch verwirrt, weil bei der Auszahlung "unerledigt" stande.

Dear Sam98,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru