Zip Casino - Proces povlačenja igrača je odložen.

Hello

I won a football bet at Zip Casino. Customer chat told me that the withdrawal process still needed to be verified. I did that. But every time I chatted with someone, they had a new excuse for not verifying my account! Even though I uploaded everything they required. Please help me! I feel completely ripped off.

Hallo

Ich habe bei zip casino eine Fussball wette gewonnen. Es wurde mir beim Kunden chat gesagt das der punkt : auszahlunng noch verefziert werden muss. Das habe ich getan. Doch als ich Immer mit jemanden Im Kundenchat geschrieben habe , haben die immer eine neue ausrede gehabt mein Konto nicht zu verefzieren ! Obwohl ich hochgeladen habe was gewünscht war. Bitte helft mir ! Ich fühle mich echt verarscht.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear LOUIS93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards

Petra

Hello Petra

Thank you for the quick response.

I've already had my ID card verified, and my address confirmation. Both are verified. Zipcasino is still missing proof of payment, which I've already uploaded from my bank in PDF format. But I keep being told they'll help me! Nothing has happened. Then I'm told it's the wrong form! Even though I'm 100% sure I sent the correct one. And today, just now, I received a message that my withdrawal has been canceled.

I'm really desperate.

Please help me

Hallo Petra

Danke für die schnelle Rückmeldung.

Ich habe bereits meinen Personalausweis verefzieren lassen. Und die adress Bestätigung. Es ist beides verefziert.Es fehlt nach Zipcasino noch einen Zahlungsnachweis. Den habe ich von meiner Bank in PDF Format hochgeladen schon. Doch immer wieder wurde ich vertröstet, das mir geholfen wird !! Aber nichts ist passiert. Dann wird mir gesagt das ist das falsche !!!! Obwohl ich zu 100 % das richtige Formular geschickt habe. Und heute bzw eben habe ich eine Nachricht gekriegt das meine Auszahlung storniert wurde.

Ich bin echt verzweifelt.

Bitte helfen Sie mir

Thank you for your reply and for providing the previous details, LOUIS93.

Could you provide the most recent communication you had with the casino regarding the withdrawal? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear LOUIS93,

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,
Petra
Casino.Guru