ZeusWin Casino - Запит гравця на зняття коштів затримується.

I initiated a withdrawal 7 days ago, and the funds are still pending cancellation. The casino keeps telling me not to worry about the money.

Έχω κάνει ανάληψη εδώ και 7 μέρες και τα χρήματα ακόμα βρίσκονται σε ακύρωση ανάληψης και το καζίνο μου λέει μην φοβάσαι για τα χρήματα

Dear Manoukas,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The money has not been credited to my account for 15 days.

τα χρηματα δεν εχουν πιστωθει ακομα στον λογαριασμου εδω και 15 μερεσ

Liz (ZeusWin) 

3 Ιαν 2025, 01:09 EET 

Dear Theodoros T***,

Thank you for contacting our Customer Support team. 

We hope this email finds you well!

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.

Following a thorough review of your withdrawal request, we have identified that it is currently overdue.

Our financial department is aware of the situation, and due to the high volume of requests, payouts may experience some delays.

We want to assure you that your money is secure. The withdrawal is in progress, but it may take a bit longer than anticipated. We appreciate your patience as we manage this process and sincerely apologize for any inconvenience this may have caused.

If you have additional questions, please feel free to contact us via email support@ZeusWin.com or via Live Chat. Αυτό μου έχει απαντήσει στο καζίνο

And I had made another withdrawal, now the money has become 1350 which I have not received yet.

Και είχα ξανακάνει άλλη μία ανάληψη τώρα τα λεφτά έχουν γίνει 1350 τα οποία δεν έχω πάρει ακόμα

Thank you for your reply, Manoukas. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

My account says no verification needed and I have received the winnings without an active bonus

Ο λογαριασμός μου λέει ότι δεν χρειάζεται επαλήθευση και έχω πάρει τα κέρδη χωρίς ενεργό μπόνους

And it's the first withdrawal I've made at this casino, I've never done it before.

Και είναι η πρώτη ανάληψη που έκανα σε αυτό το καζίνο δεν ξανά είχα κάνει ποτέ

They refunded my money back to my account for no reason.

Μου γύρισαν τα χρήματα ξανά πίσω στο λογαριασμό χωρίς λόγο

Thank you very much, Manoukas, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Manoukas,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite ZeusWin Casino to join the conversation.

Dear ZeusWin Casino,  

I would appreciate it if you could clarify the reasons behind the unsuccessful withdrawal request from the player. Additionally, I would like to know what steps can be taken to expedite the payment process.

The withdrawal amount I have made is €1500.

Τα λεφτά της ανάληψης που έχω κάνει είναι 1500 €

I have made three withdrawals of €500.

Έχω κάνει τρεις ανάληψης των 500 €

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.

In short, I will lose my money, which is 1500 euros.

Με λίγα λόγια θα χάσω τα χρήματα μου που είναι 1500 ευρώ

Dear Manoukas,

Unfortunately, I have yet to hear back from ZeusWin Casino. I will persist in my efforts to contact them.

They will never answer, this casino is a big scam, they should take away their license and pay for it forever

Δεν πρόκειται να απαντήσουν ποτέ είναι μεγάλη απάτη αυτό το καζίνο θα πρέπει να του πάρουν την άδεια και να το πληρούν για πάντα

It has been 40 days since the ascension

Έχουν περάσει 40 μέρες από την ανάληψη

Dear Manoukas,

I have made several attempts to reach out to the casino representative and the casino support team, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might 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. While ZeusWin Casino previously held a license issued by the Anjouan Gaming Authority I was not able to find this information in their terms and conditions and it appears they are at the moment operating without a valid license. So there are very limited steps to escalate your complaint further. You can still try to contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might still have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of ZeusWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ZeusWin Casino,  

We kindly request clarification regarding the current situation.

Hello Manoukas ,

Thank you for reaching out. We understand how important this is to you. Please rest assured that we are currently reviewing your withdrawal request, and our team is looking into the matter. We will update you as soon as possible once we have more information.

If you have any further questions in the meantime, feel free to reach out. We appreciate your patience and understanding.

Best regards,

ZeusWin Casino

I have asked you to block my account and you have not done so yet.

Σας έχω ζητήσει να μου μπλοκάρετε τον λογαριασμό και δεν το έχετε κάνει ακόμα τα

The money is gone after two months of waiting to be paid.

Τα χρήματα δεν ηπαρχουν μετά από δύο μήνες που περίμενα να πληρωθώ

Hello Manoukas ,

Thank you for reaching out.

We appreciate your patience !

Your request will be handled shortly.

Best regards,

ZeusWin Casino

Please block my account, I don't want to know that this casino exists, it eats the players' money, I want them to delay depositing money. And the players are forced to lose it.

Μπλόκαρε μου τον λογαριασμό σε παρακαλώ δεν θέλω να ξέρω ότι υπάρχει αυτό το καζίνο που τρώει τα λεφτά των παικτών με σκοπώ να καθυστερούν να βάλουν να χρήματα. Και η παίχτες να αναγκαστούν να τα χάσουν

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.

I have given all my papers, the cancellations they made to me and the money they returned the days I waited, it's all here, Zeuswin casino doesn't have a single trace of delivery.

Εγώ έχω δώσει όλα τα χαρτιά μου τις ακυρώσεις που μου κάνανε και τα χρήματα που επιστρέψανε πίσω τις ημέρες που περίμενα είναι όλα εδώ το καζίνο Zeuswin δεν έχει ούτε ένα στοιχείο παράδοση

Hello Manoukas ,

Thank you for reaching out.

We appreciate your patience !

Your request will be handled shortly.

Best regards,

ZeusWin Casino

Dear Manoukas,

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.

You are making fun of us from casino guru what exactly do you expect from Zeus win casino He has not answered any of the questions I have submitted I am amazed why you still have this complaint open shame on you The casino is paying you to not get a bad rating you should be ashamed

Μας κοροϊδεύετε από το καζίνο guru τι ακριβώς περιμένετε από το καζίνο Zeus win Δεν έχει απαντήσει σε κανένα ερώτημα από αυτά που έχω καταθέσει απορώ γιατί έχετε ακόμα ανοιχτό αυτό το παράπονο ντροπή σας Σας πληρώνει το καζίνο για να μην πάρει κακή βαθμολογία θα έπρεπε να ντρέπεστε

My money is gone after two months what did you expect

Τα λεφτά μου έχουν χαθεί μετά από δύο μήνες τι περιμένατε

Dear Manoukas,

I fully understand your dissatisfaction with the whole situation. I can agree with you that the casino team should have handled the situation much better, and if they had addressed your withdrawal request more effectively and quicker, you would most likely not have lost the funds by further playing, but since you decided to do so, there is sadly not really much that can be done with it anymore. I completely understand that from a user experience point of view, the whole situation was far from ideal, and you are entirely justified in feeling this way, but since the funds were lost before the issue could be resolved, we found ourselves in a position where we cannot pursue your complaint anymore. The player's patience in such situations is crucial. There could be situations where the resolution is taking a longer time, but once the funds are lost by the player, there is basically nothing further that can be done from our side. I hope you can understand our limited ability to help in such situations.

Because of the above-mentioned, I will now proceed to close the case. You can still submit a complaint to the casino licensing authority if you feel the casino team have not adhered to their rules; please let me know once you do so at michal.k@casino.guru

We regret that we are unable to assist you further in this situation. Should you encounter any issues with this or any other casino in the future, feel free to reach out to us. We will try our best to help.

Best regards,

Michal

Casino.Guru