ZetCasino - Вилучення гравця відкладено.

I played on ZetCasino and initially withdrew $500 on September 18. Despite multiple emails, I still have not had the withdrawal completed. They do respond and say it's the payment provider that hasn't completed the withdrawal, but how long does it take to do etransfer? I've been at casinos where the withdrawal was almost most instantaneous. Not sure what the problem is.

Dear jillybean1974,

TThank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZetCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• 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?
• Do I understand correctly the transaction appears as completed in your player's profile?
• Could you please share a screenshot of your withdrawal request as it appears in your player's profile and share your communication with casino support?
• My email is tomas@casino.guru

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

Hi,

I have not made a withdrawal from this casino in the past and there were no bonuses attached to this withdrawal. Account is verified. The actual transaction on zetcasino website still says pending. In email correspondance with zetcasino, the withdrawal has been completed and it's the payment provider who hasn't completed the transaction. However, if I go to the website and check the transaction history, the withdrawal still states that it is pending.

Dear jillybean1974,

Has your payout been processed yet since your last reply?

If the issue persists, please share your communication with casino support regarding the issue with me. Send your email exchange with casino support regarding the issue to my email at tomas@casino.guru, alternatively post screenshots here.

Hi there!

My first withdrawal of $500 is still pending even though they say it's the payment provider that is stalling it. I requested that withdrawal using etransfer. That has also been a month of waiting. The second withdrawal of $851 says complete and is through a bank transfer. However, it has been complete now for over a week and I still don't have it in my account. These casinos are ridiculous. Here is the screenshot of the latest transaction from Zet Casino explaining the process for receiving my withdrawal. I never did receive an actual email of it being deposited into my account.

Thank you very much, jillybean1974, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

I have received my second withdrawal through bank transfer and they took $100 off the amount. LOL! Still waiting on $500 withdrawal from September 18th!

Dear jillybean1974,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ZetCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ZetCasino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

Romi

I emailed again and they still said that is stuck with the payment provider, whoever that is.

Still waiting. It's ridiculous.

Dear jillybean1974, 

Thank you for contacting us.

We are really sorry for what you encounter when trying to withdraw.

We would like to inform you that the withdrawal in question returned to your casino balance.

We would kindly ask you to resubmit your request using the wire transfer method.

Thank you for your cooperation.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

ZetCasino Team

Hello all.

Thank you, ZetCasino Team, for your cooperation.

Dear jillybean1974, could you do as advised and let us know whenever you receive the money please?

Thank you in advance.

Best regards,

Romi

Dear jillybean1974,

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.

Dear all,

Unfortunately, we’re forced to reject this case because jillybean1974 has stopped responding to our messages and questions. Without jillybean1974 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Romi