Zinkra Casino - O jogador afirma que o seu pagamento foi atrasado.

The issue is not solved i did receive the money and support team does not answer to give me the evidence number of transaction.

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Dear mauriceleeder,

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

I would like to add an update to my complaint. Since my last message, the situation has worsened: the casino is completely ignoring my emails and has since blocked my access to the live chat. Despite my outstanding withdrawal request of [amount] euros, I am receiving absolutely no communication from them anymore. I urgently request Casino Guru to include this in the investigation and to increase the pressure on the casino.

Ik wil graag een update toevoegen aan mijn klacht. Sinds mijn laatste bericht is de situatie verslechterd: het casino negeert mijn e-mails volledig en heeft inmiddels mijn toegang tot de live chat geblokkeerd. Ondanks mijn openstaande uitbetalingsverzoek van [bedrag] euro, ontvang ik totaal geen communicatie meer van hun kant. Ik verzoek Casino Guru dringend om dit mee te nemen in het onderzoek en de druk op het casino op te voeren."

It should take 3 days they told. So it can not be take 14 days. I ask to See this casino as scam and contact them

And the amount is 2350 euro

Dear mauriceleeder, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla M.

I have send you to the email all information including screenshots

Addition for your dossier/correspondence:

"Furthermore, I wish to formally confirm that the full amount of €2,350.19 remains unchanged in my casino balance. Despite the fact that my account is fully KYC-verified and I have played exclusively with my own deposited funds without an active bonus, it is currently impossible for me to initiate a withdrawal. In my account settings, all relevant withdrawal methods have been removed, leaving me with no means to withdraw my funds. The fact that a previous withdrawal attempt was reversed and the options have now been removed points to a technical or administrative obstacle on the casino's side.

"

The mail i got at 7 juli that the money should be transferred does not exist

Dear mauriceleeder,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

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

Dear mauriceleeder,

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,

Maria