ZeusWin Casino - Jugador busca retiro de cuenta de casino cerrada.

I've been a customer at Zeuswin since June 24, before they shut down the site a month ago (March 14th).

When visiting the site, there is a "Notice of website closure" and a message asking customers with outstanding balances to contact [email protected] to make a withdrawal. It's not possible to access my account.

The notice is available here: https://zeuswin100.com/rules?utm_campaign=Imported+copy+of+Zeuswin+Termination&utm_name=dynamic&utm_medium=email&utm_source=players-All+Users&c_uh=89eadfd2075121960289a1e8fe691e28c0852507c58c4b981fbc52a23bf5f875

I sent an email to support on March 14th at 10:02 asking for a withdrawal and also a an overview of my recent sports betting history, so that I could make sure my bets were settled correctly. I referred to the fact that I didn't have access to my account, assuming support would know about the closing of the site. I provided my personal information and IBAN, and asked for the entire balance to be transferred to my bank account.

I got an automatic reply at 10:03 the same day, and at 16:49, I got a reply from "Damian", which were quite confusing:

"... I have checked your account and everything with it looks alright. Your account is open. If you experience some issue with log in or you forgot your password/username please reply on this email with the correct details".

He then went on to ask for some of my personal information.

I replied at 17:06, providing him the personal information requested and explaining that I don't have access to my account. I asked for my withdrawal request to be processed without delay.

Since then, I have not heard anything from Zeuswin. I sent a reminder asking for the status on my request at March 19th and March 25th, using the same email thread. On March 31th I tried sending a new email directly to [email protected], but they haven't answered this either. I also did not get an automatic reply on this last email, as I did on March 14th.

For the record, I don't remember the exact balance and don't now the results of my lasts bet, so the disputed amount is approximate. Hopefully you'll be able to get in contact with the casino and resolve this.

Dear stoback7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from Zeuswin.

To help clarify the situation and assist you better, could you please provide us with the following information:

• Could you please specify the last time you logged into your casino account?
• Have you passed the full KYC verification?
• Have you tried accessing https://zeuswin.com/en/ and entering your login details to check if your account could be accessed?

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

Best regards,

Veronika

Hi Veronika

• I'm not 100 % sure, but I believe the last time I was logged in was March 13th.
• No, I'm pretty sure I'm not completely KYC verified.
• Yes, I've tried and can't get access.

Thank you

Best regards

Kristian

Thank you very much, stoback7, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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 in the near future.

Hello, stoback7!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Normally, I would recommend you contact the Comoros Gaming Authority via the "File a complaint" field on the badge page and submit a complaint to them, however, the casino has chosen to hide the badge from their page so the players cannot lodge complaints with the regulator, so I cannot give you a link to it. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski

hey stoback7, the casino has request a reopen of the complaint by stating that the disputed amount had been paid out to you,. Can you please confirm it?

Hello,

Nope, I haven't received any amount and my balance is still NOK 1495,95.

Are you talking about balance on your casino account?

Oh, sorry. I thought this was regarding another complaint. I can confirm that this issue is resolved.

Wonderful!

Dear stoback7,

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,

Pavel Kaczynski

Casino.Guru