ZetCasino - El retiro del jugador se retrasa.

On January 13th, I submitted a withdrawal request and they still haven't sent my winnings. The status is still pending. Their argument is that the finance department has a lot of other withdrawals to process and that I shouldn't worry, as my withdrawal will be processed soon.

Dne 13.1 jsem zadala požadavek o vyber a stale mi vyhru neposlali a ve statusu mam peding. Jejich argumenty jsou ze financni oddeleni ma spoustu dalších vyberu a ze se nemam obavat ze jiz brzy vyber zpracuji.

Dear jentakprotoboto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

Yes, I have already made withdrawals and they were always processed without any problems within 3 business days. I played without a bonus, with my deposited money.

Ano vybery jsem jiz provadela a vzdy byly bezproblemu zpracovane do 3 pracovnich dni. Hrala jsem bez bonusu, za sve vlozene penize.

Thank you very much, jentakprotoboto, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jentakprotoboto,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite ZetCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you for your cooperation.

Dekuji za spolupraci.

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawal will be paid out with the highest priority.

We will let you know if additional information is needed.

Best regards,

ZetCasino team

Dear ZetCasino,

thank you for the message. Please keep us updated for any new development.

Dear jentakprotoboto,

We are pleased to inform you that your withdrawal request has been completed.

Kind Regards,

ZetCasino Team

Dear jentakprotoboto,

could you please confirm that you have received your winnings from the ZetCasino?

Thank you

Dear jentakprotoboto,

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.

Yes, I confirm, thank you.

Ano potvrzuji dekuji.

Dear jentakprotoboto,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana Kopecká

Casino.Guru