ZotaBet Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Good Afternoon, Casino Guru.

I've been having a huge headache trying to verify my account on this casino.

I uploaded all info requested, and my account was sucessfully verified.

So after being verified i requested an withdrawal again.

After requesting an withdrawal they invalidate a document that was sucessfully verified before, which was the selfie holding a note saying the date while holding my ID. And that photo has a perfect quality.

At this point i just believe this casino is being annoying for no reason, and don't want to process the withdrawal.

Dear ezrekuprofit,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Have you attempted to submit a new document to verify your account? Was it accepted?
• Were you in contact with casino support regarding the issue? Did you receive any assistance?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? 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 in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Tomas,

• I've sent sent the document twice, first it was denied, and the second was accepted. But then suddently when i tried to withdraw again they unverified the sucessful document.
• I've contacted their live support and my "vip" manager.
• I've uploaded what you requested i can also send you the selfie if you wish to see i did what they requested.

Thanks for your reply.

Please forward the newly submitted documents to me for review. My email is tomas@casino.guru

In the meantime, I would suggest you try to submit new documents if you haven't done so already.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ezrekuprofit,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas