ZotaBet Casino - Povlačenje igrača je odloženo zbog prevelike verifikacije.

What an awful experience it was have an account with Zotabet. No way to close your account yourself, no safer gambling section. Inept customer support,no formal complaint procedures to follow if you have a grievance. My personal experience has been nothing short of a nightmare. My story is based around verification, despite sharing close to 30 documents that I am convinced they could steal my identity with it wasn't enough to allow me to withdraw my money. All banking statements, passport, utility bill, full card details. Nothing was enough. No escalation in support or help from management despite being a good player in terms of deposits. A truly miserable experience. I hope my experience stops someone else joining and having to go through the same.

Dear Macai28,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Is your withdrawal currently pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Macai28,

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.

Hello Tomas,

Oh I provided every document needed to verify my identity(passport with selfie), banking from three different bank accounts, utility for address. There was no doubt of my identity, I believe a conserted effort on the part of Zotabet to refuse my withdrawal. They asked for banking statements that show my full card number. For security no bank offers this, thius is impossible to provide(confirmed by the banks and also sent to Zotabet). No escalation to management to help resolve, no formal complaint procedures. I have since shut down my account and firmly believe Zotabet have practices internally that are there for profit and to stop customer withdrawals.

Thanks,

Cormac

Thanks for your reply.

Have you managed to withdraw your winnings from the casino?

What was your withdrawable balance before your account was closed?

Hi Tomas,

Made abundantly clear by support despite every verification I could possibly do they would not approve my withdrawal. I just put stupid bets on in the end and closed the account. Not really about money in the end. Just believe their conduct shouldn't go without warning to other members of the public. So many better casinos online that operate to a much higher standard. Please allow my review to be public so other potential customers are warned. Thanks Cormac

Thanks for the confirmation.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Rest assured the complaint will stay public.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.