ZeusWin Casino - El retiro del jugador se retrasa.

Hello, I requested a withdrawal from this casino on December 23rd, having already passed KYC verification. However, my withdrawal is still pending after a month and I haven't been paid. The casino told me that the "department" in charge of payments is undergoing maintenance, which seems untrue to me, and that they simply don't want to pay me. Therefore, I have no choice but to file this complaint to see if it helps.

Hola, solicité una retirada en este casino el 23 de diciembre, habiendo ya pasado la verificación kyc. Sin embargo, desde entonces mi retiro sigue pendiente tras un mes y no se me ha pagado. Desde el casino me han dicho que el "departamento¨" encargado de los pagos está en mantenimiento, algo que me parece falso y que simplemente no me quieren pagar, por lo que no me queda más remedio que poner esta queja a ver si sirve para algo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZeusWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful payouts from the casino?
• When did you pass account verification, to your knowledge? (date)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the justification for the delay and the screenshot of the ongoing payout request with the status visible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear caniche7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru