ZenCasino - O jogador afirma que o seu pagamento foi atrasado.

Hello,

I am reaching out to you for an inconvenient situation that I have with Zen Casino.

I will explain to you the chronology of events that took place... 

 I have opened my account at mentioned site earlier this week. I've made the first deposit of 100€, and used welcome matching bonus of 100%. I got lucky and managed to complete the wager and request cashout of 600€ while leaving 100€ for play. The withdrawal was successful and the next day I played the 100€ mentioned and made another deposit of 150€, usind 2nd deposit bonus. I played the bonus. The following day (Thursday) I made another deposit of 200€ using the 3rd deposit bonus of 50%. I started playing, changed few slots and decided to play "possessed" and try my luck. Shortly after, I got the bonus in base game at 0.40 cents (1€ induced) bet. I got insanely lucky and hit the 50000x max win, of 20000€. I refer to it as insane luck as I am playing slots for years and I know how unlikely that is. It was my first ever max win on any "no limit city" game. And trust me, I played endless amount of spins on them. I successfully completed the wager while strictly paying attention to follow the bonus terms at all times. After the wager, winnings were trimmed down to 10000€ as per bonus t&c about max winnings that's totally fine. The casino's withdrawal policy is 5000€ per day, however max amount that you can request per transaction is 1000€,so I requested 5 of those totalling to a 5000€. Remaining 5000€ I continued playing with as it was now cash balance and I couldn't request more for withdrawal.

Yesterday morning, at one point withdrawal request started being completed one by one, but in a way that the money was returned to my balance. The message from the support followed, explaining that the reason is because they decided to send the data about the spin in question (that landed the lucky bonus) to the provider "no limit city" for further investigation while assuring me that it is a standard procedure and it is in their t&c which is again - fine. I asked, however, if they do it with every max win. They couldn't reply straight and repeated that it is a standard procedure when they are suspicious about certain bet and that I don't worry and wait (with withdrawals) for the outcome that can take up to 10 business days (according to them).

While I am very understanding, and do understand the importance of every's casino t&c, I cannot be relaxed and without worrying what will happen in the future and will they pay me my money that I won in honest manner.

To me, it seems like, they try to delay the withdrawal as long as possible (hoping I will play the money in the meantime). But that will not happen in my case. I am just anxious and not fully trustworthy as I don't know the casino good enough given that I just opened my account and it is not a nice feeling at all, having your withdrawal requests returned to your balance. After I did a bit of research, I actually found exactly the same case on your site about this casino. The player won 6100€ and they delayed withdrawals under excuse that they contacted provider for investigation. However I am hopeful as I saw that the case has been resolved (which hopefully means that the player managed to withdraw the money). Still I prefer to contact you earliest possible(as I fully trust you) to have your support in my case and sort off a witness.

Also, while continuing to play with the remaining money, the balance was going down and up but eventually I was more lucky than not, having exactly 20000€ on my account and I decided to stop playing until they pay me my money.

My win was legit (you can actually find it on "no limit city" site (dated on 6th of March, 18:03,at 40c bet), I am playing slots for many years and when I finally got lucky, I want to get my money that is nothing compared to how much I lost through all the years of playing.

I do understand that it might be suspicious to them as I just opened my account, but it was just circumstances and they don't know that I am playing slots since 2019,to be exact.

Therefore I need your support in this case please.

For the disputed amount I have put 20000€ as that is how much I have and am planning to cash (no matter how long it takes and how many transactions it takes), but the withdrawal requests of 5 transactions of 1000€ were actually rejected and I cannot request any withdrawals until the investigation is completed and they get back to me.

Please, let me know if you need anything from my end and/or have any instructions for me and how shall we proceed. I also took the screenshot of my account's main page (as a proof), to have it just in case. 

Looking forward to hear from you ( btw sorry for the long text but had to explain it all in detail so that you would have crystal clear idea of what is going on). 

Hope you are having a great weekend 😊 

Dear purpledot,

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.

Thank you for your reply and advise Nick.

I passed the KYC and my account is fully verified (just so you know).

My withdrawals were reversed as they contacted game provider for investigation of the bet(spin) and I have to wait until they get back to me (which may take up to 10 business days).

We will be in touch.

Regards,

Aleksandar

Resolved Nick. Thank you

Dear purpledot,

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,

Nick Bacon

Casino.Guru