Hi, I have played several times at this casino and have also made other withdrawals all of which were successful via bank transfer some time ago. Now I have requested a withdrawal of 390 euros on a credit card on 10 May, they sent me an email to verify the account, I sent everything and since then silence. I regularly try to contact customer service via live chat but they always reply that the account is being verified etc. etc. without giving me eloquent answers. I state that I had a bonus but it met the wagering requirements prior to withdrawal. What do I have to do to get my winning money?

Salve, ho giocato diverse volte su questo casinò ed ho fatto anche altri prelievi tutti andati a buon fine tramite bonifico bancario qualche tempo fa. Adesso ho richiesto un prelievo di euro 390 su carta di credito in data 10 maggio, mi hanno inviato mail per verifica account, ho inviato tutto e da allora il silenzio. Provo regolarmente a contattare il servizio clienti tramite live chat ma mi rispondono sempre che l account è in fase di verifica ecc ecc senza darmi risposte eloquenti. Premetto che avevo un bonus che però ha soddisfatto i requisiti di puntata prima del prelievo. Cosa devo fare per avere i soldi della mia vincita?

Dear Tiziana,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, I sent a copy of my passport, up-to-date residence certificate, front and back photos of all the cards used to deposit ...

Ciao Kristina, ho inviato copia del passaporto, certificato di residenza aggiornato, foto fronte e retro di tutte le carte utilizzate per depositare…

Thank you very much for your reply, Tiziana. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to [email protected]? Thank you in advance.

I have sent you mail

Ti ho inviato mail

Thank you very much Tiziana for your reply. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tiziana,

I will assist you with the complaint from now on. I went over the evidence and I will do my best to help you.

I would like to ask the representative of ZetCasino to join the discussion in order to help us resolve the case with ongoing verification.

ZetCasino, could you please inform us whether Tiziana provided all the documents to your satisfaction? When can we expect the verification process to be complete?

Good day,

Thank you for reaching out.

We would like to inform you that we have received all the necessary documents. The verification of the account was completed yesterday. The payment is planned to be processed soon.

Please feel free to contact us if you have additional questions.

Sincerely,

Zet Casino

Hello all,

Thanks to Zet Casino for the reply.

Tiziana, that is good news! Could you please confirm that your account has been verified? We will keep the complaint open until your confirmation of a successful withdrawal.

Hi, thanks for your help .. yesterday I received an account verification confirmation email. So I wait for the payment now, as soon as it arrives I will inform you immediately

Ciao, grazie per l’aiuto.. ieri ho ricevuto una mail di conferma di verifica dell’account. Quindi aspetto ora il pagamento, non appena arriverà vi informo immediatamente

Hi, the payment is complete, but nothing has arrived on my credit card, I also called the bank and they confirm that there is no payment ...

Ciao, il pagamento risulta completato, ma a me non è arrivato nulla sulla carta di credito, ho anche chiamato la banca e mi confermano che non c’è alcun pagamento…

Hi, to date I have not received anything even though the payment is complete

Ciao, ancora ad oggi non ho ricevuto nulla nonostamte il pagamento sia su completo

Hello Tiziana.

I am taking over your complaint because my colleague Tomas is sick.

Dear Zet Casino, could you please explain why the payment is complete but Tiziana didn't receive the money?

Good day,

Thank you for getting back to us. 

Unfortunately, we were informed that the payment was declined. The funds were returned to the client’s balance.

We are arranging a manual payout instead. We have emailed the client informing them on what information we will need to process it. As soon as we receive the bank details, we will proceed.

We appreciate your patience and cooperation.

Sincerely,

Zet Casino

Dear Tiziana.

Please let us know when you receive the money.

I finally got my money today. Thanks so much for your help

Finalmente oggi ho ricevuto il mio denaro. Grazie mille per il vostro aiuto

Dear Tiziana,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.