ZetCasino - El jugador lucha por verificar su cuenta.

A few months ago my credit card was stolen which I blocked and also deleted at the casino.

Now I would like to withdraw my money, but I have to submit documents. I submitted all the paperwork except for the credit card. I can't (!) take a picture of it because it was stolen.

customer service doesn't work at all as they don't delete the card from their system.

Vor einigen Monaten wurde meine Kreditkarte gestohlen, die ich gesperrt habe und auch beim Casino gelöscht habe.

Nun möchte ich mein Geld auszahlen lassen, doch muss Dokumente einreichen. Ich habe alle Unterlagen eingereicht, bis eben auf die Kreditkarte. Ich kann (!) diese nicht abfotografieren, da sie ja geklaut ist.

der Kundendienst funktioniert überhaupt nicht, da sie die Karte nicht aus ihrem System löschen.

Hello Fienchen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZetCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Can you request your bank to confirm that you no longer have the card?

Please note that most likely without such proof, the casino will have issues to verify your account as you if did use the card to deposit there, you will need to prove that it was yours.

Looking forward to your answer.

Regards,

Nick

The process has been running since yesterday and I have sent countless emails saying that I no longer have my card. I have a new one and verified it too. Does that have to be enough? All other documents were also accepted.

My bank just sent me a new card, that's the confirmation.

Der Prozess läuft seit gestern und ich habe unzählige Mails hingeschickt, dass ich meine Karte nicht mehr habe. Ich habe eine neue und diese auch verifiziert. Das muss doch reichen? Alle anderen Dokumente wurden auch akzeptiert.

Meine Bank hat mir nur eine neue Karte zugeschickt, das ist doch die Bestätigung.

Hello Fienchen,

If the process is ongoing only a few days, did the casino even respond to your non existing card yet? Is there any new update regarding your verification?

I managed to get my account verified because I found an old photo of my card.

However, only one withdrawal has been processed and I've been waiting for my withdrawal for over a week. I cannot understand how unprofessional this behavior is and why it is taking so long.

Ich habe es geschafft, dass mein Konto verifiziert wurde weil ich ein altes Foto meiner Karte gefunden habe.

Allerdings wurde erst eine Auszahlung bearbeitet und ich warte seit über einer Woche auf meine Auszahlung. Ich kann nicht verstehen wie unprofessionell dieses Verhalten ist und warum es so lange dauert.

Hello Fienchen,

If its your first withdrawal, it can easily take up to 14 days to process it. Is the withdrawal still pending or did you receive it since?

Dear Fienchen,

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.

The complaint will be now closed for the above mentioned reason.