ZetCasino - El jugador cree que el reintegro se ha retrasado.

I made a withdrawal of €50 at this casino on May 12th and to this day I still haven't received the withdrawal. There has been no bonus game and no verification request. The 10 days that casino guru gives casinos to make the withdrawal have passed, but it's still pending and will continue forever if I don't get your help. Whenever I go to the chat the answer is always the same automatic response, that the withdrawal is delayed but that I will receive it as soon as possible. There is no concern on the part of this casino's customer support for their clients because withdrawals are always delayed and they never care. I have 4 open complaints at the moment about delayed withdrawals at casinos that all have this same system management.

Dear Luanbet11,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Luanbet11,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I haven't received the refund yet, nor any kind of compensation or communication from ZetCasino. Let me also clarify that the problem isn't KYC, as the casino itself has assured me of that.

Dear Luanbet11, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to check if any verification is required?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

No, this would be my first refund or withdrawal.

I've attached my conversations with support.

Dear Luanbet11, have you received any update from the casino since your last message? Or have you finally received the payment in your account?

No, they still haven't given me an answer.

Dear Luanbet11, could you please let us know if you have received any update from the casino regarding your withdrawal?

Are you absolutely sure that no verification (KYC) was required?

Did you accumulate your winnings with or without an active bonus?

And which specific games did you play where you won the amount you’re trying to withdraw?

Dear Luanbet11,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.