Zinkra Casino - El retiro de criptomonedas del jugador se ha retrasado.

This casino has still not paid out my winnings even after I successfully have sent a deposit in xrp they keep saying management will get back too me. They blacked out the crypto option for me and they told me before that if I deposited crypto they would be then turn around and be able to cash me out instantaneously. So I deposited 25.00$ of xrp and now they won't allow me to withdrawal my winnings and they just keep saying the same thing... I already had a case on this but y'all said I stopped responding but I didn't I tried responding but you guys didn't allowed to go through. But for real I followed everything by to the teeth I made my deposit and I can't withdraw and everyone keep telling me same thing and no one gets a hold of me and it's been about 5 weeks now all together please help me

Hello Braxypoo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zinkra Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when is the withdrawal pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified ever since 2 months ago I don't have an exact date but it's around that time these were accumulated by a free spins but I was too had made a deposit in order to cash out and I did make the deposit of xrp and I still can't cash out. Last time I talked to the casino it's been about a month now that they've been trying to get someone from finance department because the Bitcoin option isn't available to my account it's grayed out which is a complete lie because I was able to withdraw a while ago but because I had a bonus I couldn't so they had to decline my withdrawal and ever since then it hasn't been in my options these guys are just trying to waste time and I'm very sick of it. They keep sending me the same messages telling me that finance needs to get a hold of me I look at my emails this has been a thing for a month now I just don't think they're even plan on paying me so look at all the comments of other people that are received the same type of service

You there

Dang this is taking forever for a response

Hello Braxypoo,

I hope the time on top of the page is visible. It indicates the time each party have to respond.

Are there any other options available to withdraw with in the casino?

Please keep in mind that the casino is not always responsible for the availability of payment methods and the player has to chose from the ones allowed.

Nope no other payment method is available and I know crypto is/was available I remember when I made the xrp deposit that it was clearly available and even that failed they said they received it but didn't.. I'm confused and this is crappy situation

Hello

Thank you Braxypoo for all the information provided. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on and will try to resolve the matter with the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello Braxypoo,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Zinkra Casino’s representatives to join this discussion in order to resolve this issue.

Dear Zinkra Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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.

Dear Braxypoo,

Do you have any updates on this case? In the meantime, I've received a response from the casino's representative outside of this thread, and your case will be investigated shortly.

Thank you for your patience!

Dear Braxypoo,

We’re sorry to see your complaint.

As per our payments team and the data in the system your recent withdrawal request couldn’t be processed due to an "unsuccessful" deposit. The cryptocurrency you deposited had a lower value than the amount you ordered, therefore, your deposit was considered as "unsuccessful". To ensure fairness, we’ve refunded your deposit fully.

Furthermore, the withdrawal in that cryptocurrency was not successful because the option is only enabled if the deposit is successful.

Our Customer Service team has previously discussed this with you and have shared a lot more details, but if you have any more questions or need further assistance, please don’t hesitate to reach out. We’re here to help!

Best regards,

Zinkra Casino

Dear Zinkra Casino,

Thank you for your response.

Do I understand correctly that the player accumulated some winnings from free spins without deposit, and according to Article 2.2. of the Bonus Terms, he was required to deposit at least 20 EUR?

2.2. Free Spins Without Deposit 

For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 25 EUR (or the equivalent in any other currency). Winnings will be transferred to your cash account after wagering of 40x the winning amount generated from the spins is complete. Unless otherwise stated, to withdraw winnings from free spins, you will be required to deposit a minimum of 20 EUR (or the equivalent in any other currency).

Could you please provide more specifics about why the deposit was deemed unsuccessful? Was it because the value of the deposited XRP fell below the required 20 EUR threshold, or was it due to some deposit fee?

No it wasnt below the 20$ it was 27$ in xrp I also never got the refund and I have no clue why they would send it back... These guys are very very sneaky yo I'm not kidding please don't allow them to do this too more people it's pathetic

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.

Dear Braxypoo,

Are there any updates regarding your case?

nope has changed straight scam

Dear Braxypoo,

As there have been no developments in the situation and the casino has not answered our questions, I am afraid there is not much we can achieve without their cooperation.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory resolution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might prompt them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo