ZoloBet Casino - Se ha retrasado el pago de las ganancias del jugador.

Zolobet have not processed withdrawal in 4 days.

They are claiming 'Technical Issue' stopping withdrawals but not affecting deposits.

I believe it's cashflow.

Dear powellsyl,

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 powellsyl,

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.

No withdrawal.

No emails.

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

Do you have any pending withdrawals in your casino account?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

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.

Do you have any pending withdrawals in your casino account? Yes. €400

Have you made any successful withdrawals before? Yes

Could you please confirm that you have passed the KYC verification? Yes

Did you accumulate your winnings with or without an active bonus? No

Dear powellsyl, could you please provide any communication you have had with the casino regarding your withdrawal request? If you have exchanged emails or live chat messages with them, it would be very helpful if you could forward them to my email at dominika.l@casino.guru or upload screenshots here.

Additionally, could you please send a screenshot of the withdrawal request from your casino account showing the full details?

Can't send screenshot as now the casino site is not working correctly to login.

Attached is screenshot showing emails Ive sent chasing. They don't respond.

Hello powellsyl,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

You’ve posted this update as Dominika?

Has Dominika actually spoken to the casino? Or is this just a copy and paste response?

Dear powellsyl, could you please let me know whether you are currently able to access your casino account? You mentioned earlier that the site was not working properly for you — have there been any changes since then?

Also, do you have any recent updates regarding your withdrawal or communication with the casino?

You haven’t answered my questions?

site is loading now.

no. They are not responding to me. But others on your platform they keep telling it’s still a tech issue.

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

Dear powellsyl,

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 ZoloBet Casino 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.

The message above stated you had been in touch with the casino?

is this untrue?

Dear powellsyl,

the message states that I´m inviting the casino representative into this conversation. Please allow some time for casino´s response.

This message said the agent was in direct contact with the casino. Was this a lie?

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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://gamingcontrolanjouan.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana