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

Dear Team,

I hereby officially file a complaint against ZetCasino's handling of my withdrawals.

I have been waiting for my withdrawal(s) to be processed since Sunday. According to your own statements and several emails from your support team, withdrawals should be processed within up to 3 business days. This information was sent to me multiple times via standard email. However, even after this period has expired, not a single withdrawal has been confirmed or processed.

A particularly problematic aspect is that ZetCasino only allows a maximum withdrawal of €500 per transaction and only permits three withdrawals to be open simultaneously. With a total win of €2,500, this system inevitably leads to significant delays. Even if each withdrawal were processed within three business days, a player would still have to wait weeks for their full winnings.

In my case, however, the stated processing times are clearly not being met. Instead of concrete information, I only receive repeated standard replies with the same statements about "3 business days processing time," without anything actually happening.

This approach strikes me as increasingly unprofessional and gives the impression that payouts are being deliberately delayed. It's well known, especially in the online casino sector, that long waiting times are intended to psychologically entice players to cancel withdrawals and gamble the money away again. Unfortunately, your current behavior conveys precisely this impression.

I explicitly state:

I will not cancel any payout.

I will keep my ticket open until the full €2,500 has been paid out.

I document all email traffic as well as any delays.

Should the matter not be properly processed, I will make it public and also forward it to the relevant authorities and rating platforms.

I therefore demand:

Immediate processing of my outstanding payment(s).

A concrete and honest explanation as to why the stated 3 working days cannot be met.

A binding statement as to when my full winnings will be paid out.

I expect a prompt and serious response, not another automated standard message.

Sehr geehrtes Team,

hiermit reiche ich offiziell Beschwerde gegen die Vorgehensweise von ZetCasino bezüglich meiner Auszahlungen ein.

Seit Sonntag warte ich auf die Bearbeitung meiner Auszahlung(en). Laut Ihren eigenen Angaben sowie mehreren E-Mails Ihres Supports sollen Auszahlungen innerhalb von bis zu 3 Werktagen bearbeitet werden. Diese Aussage wurde mir mehrfach standardisiert per E-Mail zugesendet. Dennoch wurde selbst nach Ablauf dieser Frist bisher keine einzige Auszahlung bestätigt oder ausgeführt.

Besonders problematisch ist dabei, dass bei ZetCasino lediglich maximal 500 € pro Auszahlung möglich sind und zusätzlich nur drei Auszahlungen gleichzeitig offen sein dürfen. Bei einem Gewinn von insgesamt 2.500 € führt dieses System automatisch zu erheblichen Verzögerungen. Selbst wenn jede Auszahlung tatsächlich innerhalb von 3 Werktagen bearbeitet würde, müsste ein Spieler wochenlang auf sein vollständiges Geld warten.

In meinem Fall werden die angegebenen Bearbeitungszeiten jedoch offensichtlich nicht eingehalten. Statt konkreter Informationen erhalte ich ausschließlich wiederholte Standardantworten mit denselben Aussagen über „3 Werktage Bearbeitungszeit", ohne dass tatsächlich etwas passiert.

Dieses Vorgehen wirkt auf mich zunehmend unseriös und vermittelt den Eindruck, dass Auszahlungen bewusst verzögert werden. Gerade im Online-Casino-Bereich ist bekannt, dass lange Wartezeiten Spieler psychologisch dazu verleiten sollen, Auszahlungen zu stornieren und das Geld erneut zu verspielen. Genau diesen Eindruck vermittelt Ihr derzeitiges Verhalten leider ebenfalls.

Ich halte ausdrücklich fest:

Ich werde keine Auszahlung stornieren.

Ich werde mein Ticket so lange offen halten, bis die kompletten 2.500 € vollständig ausgezahlt wurden.

Ich dokumentiere den gesamten E-Mail-Verkehr sowie sämtliche Verzögerungen.

Sollte weiterhin keine ordnungsgemäße Bearbeitung erfolgen, werde ich die Angelegenheit öffentlich machen und zusätzlich an zuständige Stellen und Bewertungsplattformen weiterleiten.

Ich fordere daher:

Die sofortige Bearbeitung meiner offenen Auszahlung(en).

Eine konkrete und ehrliche Stellungnahme, warum die angegebenen 3 Werktage nicht eingehalten werden.

Eine verbindliche Aussage, wann mein vollständiger Gewinn ausgezahlt wird.

Ich erwarte zeitnah eine ernsthafte Antwort und keine weitere automatisierte Standardnachricht.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear elmakhtari,

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

Dear elmakhtari,

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.

Dear elmakhtari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru