Zula Casino - El retiro del jugador se retrasa debido a una verificación repetida.

My problem is with verification. I submit documents they tell me that nothing further is needed. Then send me another email asking for same documents. They have posted as myself on trustpilot for 5 star Zula reviews four times they posted as me. I found this out through the ticket submitting part of the support. I never posted anything, I've never even had a redemption by them. I submitted clear legible id and documents that verify all info they require. I have used the same docs to redeem at other sweeps sites just recently. I hit a $21,000.00 jackpot on 12-02-2025, the next day I submitting all id and docs. Its been email after email back and forth, I believe they dont want to verify so that they are not paying me. They are owned by Blazesoft out of Canada. Plz help if you have any advice. And i have screen shots of communication, winnings, verified dics etc... Thank you kindly. Oh also they tried telling me that I had accounts under several different emails, I never even heard of this casino site before I signed on Oct 31 2025. Rest assured, I only have 1 email with this site.

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Dear 1donnah,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

These are documents I submitted on 12-09-2025, the last ones. I submitted all together documents on 12-3, 12-5, 12-6,12-7 & 12-9. No, there has been no other information released to me other than wanting documents and emails are vague and no they have not specified any problems with specific anything. The first image is on 12-09-2025, I assume that ment verification was approved?

The others are of docs submitted and of course with mine and my husbands id's for the joined bank account were also submitted. The last one (proof of residency) is my electric, its a (prepay meter) PPM. Thank you

I should also add this is currently what it still states when I go to the redeem part of my account. So this is today 12-18-2025 the first image I sent in my first response concerning being verified (my account) was dated for 12-9-2025, that's 8 days.I hit the $21,000.00 on 12-02-2025 and started submitted documents on 12-03-2025. So technically it's been 16 days. Again, thanks for understanding and of any help that you can offer.

Have I been given up on? Please let me know something, Zula support sure won't. Thank you kindly

I have been under the impression that this website was where someone could resolve a situation with a sweepstakes casino site, that is not following their license agreement, sort of like a mediator. Or is my understanding completely wrong? Because if so, then I need to pursue different measures. Its been 3 out of the 5 business days and I have learned nothing of my situation! Presumably there is more than one person whom knows how to handle a issue such as mine. Thank you kindly.

Its Monday Morning several days now since I asked for assistance so I guess that I'm on my own just like I was before I gave out personal info. Thanks

Hello 1donnah,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello it's been 4 days good day

How long will Kristina be out of office? It's already been 6 days!

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

Dear 1donnah,

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,

Kristina