It's been two weeks since I have withdrawal but I didn't get anything they keep on saying it has been processed and should be in my account, but nothing.

Dear Ntswaki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which payment method you have opted for?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It was wire transfer,and it has been more than 14days. No payment has been made they keep on saying that it should be already in my account, they said it was processed. They can't help me anymore and I want my money.

Thank you very much, Ntswaki, for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Dear Ntswaki,

I’m sorry to hear about your unpleasant experience. Please, could you answer a few questions, so that I can fully understand what the issue might be? Could you confirm that you completed the whole process of identity verification, also known as KYC (Know Your Customer)? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account. Thank you very much in advance for your reply.

Best regards,

Juli

Yes I send all the required documents including my bank statement and my bank card picture, I provide them with everything they needed.

Please, be informed that the verification of your documents can take a few business days to be processed. The procedure can even take more than a week, especially if you requested a withdrawal for the first time. Therefore, we advise players to be patient in cases like this. 

I will set a timeframe one week. Does it sound acceptable?

My documents were confirmed long before I made a withdrawal. Documents can't be the problem, these people are scams. And It wasn't the first withdrawal. I made a withdrawal before that one.

Hi Ntswaki,

Thank you for your replies. I really understand your frustration.  I tried to discuss the issue with the casino but it seems the casino rep doesn't have an interest in resolving the complaints. 

Since there is no gaming authority to regulate the casino‘s online gambling services to turn to, there is not much we can do. We can only display the complaint on the casino’s review page and close it as unresolved. I understand this isn‘t a satisfactory solution and you would prefer your winnings. However, it will negatively influence the rating of the ZAR Casino which could eventually lead to changing their approach. I’m really sorry I couldn‘t be of more help. 

Best regards,

Juli

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Ntswaki.

The casino has informed us that your withdrawal request was successful. Please, could you confirm?

No I haven't received anything till today. They are scams. Can u please ask them when did they pay me so that I can send u proof of my bank statement to show u that I haven't received R1400 from them

Dear Ntswaki,

could you confirm the casino statement, please?

I am not denying the fact that you made several deposits. Please see the dates of these deposits though. You made these 3 x R50 deposits on 03/08/2020 and 22/08/2020. You withdrawal was made on 27/07/2020. These deposits were made after using these free bonuses and withdrawing.

Dear ZAR Casino team.

Thank you for your cooperation in this case. Since the player has not confirmed your statement. Please, could you post (or forward to my email address [email protected]) the evidence where it is clear that it belongs to the player account?

Hello there,

Dear Zar Casino team.

Thank you for your cooperation in this case.

Dear Ntswaki.

Since the casino has provided us with relevant proofs sustaining their claims, we are forced to close your case as 'rejected'.

Best regards, Jozef

www.kpvfaw.com