Zodiac Casino - Os ganhos dos jogadores foram adiados.

Hello,

On February 23, 2025, I won a jackpot of €100,000. After continuing to play, I continued to win and lose again. Finally, I made a withdrawal of €90,000 to my bank account in Austria via Swift transfer.

I received several emails congratulating me on my win. After the two-day verification period was over, I received approval from the casino on February 27th to transfer the money to my bank account via Swift. I was told there would be a minimum of six to a maximum of 10 business days, which is already a very long wait.

After the 10 days were up, on March 13th, they told me it would definitely arrive on March 14th, and if not, I should contact them again.

I contacted them again on March 14th, and support told me they didn't know what went wrong and that I would definitely get my winnings. They would forward my case to the payments department, and they would get back to me. Today is March 17th, and no one has contacted me yet.

When I contacted support, I was told again to please wait 1-3 working days, my case has been forwarded.

I'm slowly reaching my limit and am really losing patience with the casino. They're always extremely friendly, but I still haven't received my winnings.

What should I do? I already wrote a complaint to the Kahnawake Casino Commission on March 14, but unfortunately, no response yet.

Hallo,

ich habe am 23. Februar 2025 einen Jackpot gewonnen in der Höhe von 100.000 Euro. Nachdem ich weitergespielt habe habe ich weiter mal gewonnen dann wieder verloren. Zu guter letzt habe ich eine Auszahlung getätigt von 90.000 Euro auf mein Bankkonto in Österreich per Swift Überweisung.

ich bekam mehrere emails wo man mir gratuliert hat zu dem Gewinn. Nachdem die 2 Tage kontrollzeit vorüber waren, bekam ich die Freigabe vom Casino am 27.2. für die Überweisung per Swift auf mein Bankkonto. Mir wurde gesagt mindestens 6 - maximal 10 Werktage Wartezeit, was schon sehr lange ist.

nachdem die 10 Tage um waren also 13.3. haben die mir gesagt es kommt sicher am 14.3. und wenn nicht soll ich mich nochmal melden.

am 14.3. hab ich mich nochmal gemeldet, dann hat mir der Support mitgeteilt das sie nicht wissen was schief gelaufen ist und ich ganz sicher meinen Gewinn bekomme. Sie werden meinen Fall an die zahlungsabteilung weiterleiten und die werden sich bei mir melden. Heute haben wir den 17.3. und niemand hat sich bis jetzt gemeldet.

auf Anfrage beim Support heißt es jetzt wieder, ich soll bitte warten 1-3 Werktage, mein Fall wurde weitergeleitet.

Ich komme langsam an meine Grenze und verliere echt die Geduld mit dem Casino. Sie sind zwar immer extrem freundlich aber meinen Gewinn habe ich noch immer nicht bekommen.

was soll ich tun. Habe auch schon an die Casino Kommission Kahnawake eine Beschwerde geschrieben, am 14.3. , leider noch keine Antwort.

Dear mwien,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Hello, I have withdrawn 90,000 via Swift transfer, 100 euros of which were successfully transferred to a credit card after 5 days (I did not request this type of withdrawal, the casino simply transferred it), and I am still waiting for the remaining 89,891.

Otherwise I think I have never seen this

Casino paid out. According to the casino, no verification was necessary; it's possible I've already done it. The withdrawal of €90,000 was approved by the casino, and according to the casino, the money should already be on its way.

I played with the bonus, but I didn't violate the terms and conditions; otherwise, I would have failed the verification process within the first two days. I also received several emails congratulating me.

Hallo, ich habe per Swift Überweisung 90.000 ausgezahlt, davon sind 100 Euro auf eine Kreditkarte erfolgreich nach 5 Tagen überwiesen worden(diese Art von Auszahlung habe ich aber nicht beantragt, hat das Casino einfach so überwiesen) und die restlichen 89.891, auf die warte ich noch immer.

ansonsten habe ich glaub noch nie bei diesem

Casino ausgezahlt. Laut Casino war keine Verifizierung nötig, kann sein das ich diese schon mal gemacht habe. Die Auszahlung von 90.000,- Euro wurde vom Casino freigegeben und laut Casino sollte das Geld schon unterwegs sein.

Ich habe mit bonus gespielt, aber ich habe nicht gegen die Bedingungen verstoßen, ansonsten wäre ich ja schon in den ersten 2 Tagen bei der Überprüfung durchgefallen. Ich bekam ja auch mehrere emails wo man mir gratuliert hat.

Here is another IMPORTANT EMAIL

Hier noch eine WICHTIGE EMAIL

I am willing to donate 2000 euros to Casino Guru if they can resolve this case quickly and with a positive outcome.

Once I have the entire winnings payout from Casino Zodiac in my bank account, I'll immediately transfer the donation to you as a thank you. I give you my word, I promise.

Nathan

Ich bin bereit an Casino Guru 2000,- Euro zu spenden wenn man mir diesen Fall schnell und mit positiven Ergebnis bearbeitet.

wenn ich die gesamte Gewinn Auszahlung vom Casino zodiac auf meinem Bankkonto habe, dann überweise ich sofort an euch die spende als Dankeschön. Da gebe ich euch mein Wort, versprochen

Natan

Important update! March 19, 2025

The Kahnawake Casino Commission has contacted me. They will now investigate the matter!

I therefore ask Casino Guru not to take any action for the next 7 days!

I am not allowed to discuss my complaint with any other parties during this time, which means that Casino Guru please temporarily put my matter on hold for the next 7 days starting today.

thank you for your understanding.

Nathan

wichtiges Update!!!! 19.3.2025

Die Casino Kommission Kahnawake hat sich bei mir gemeldet. Die werden die Angelegenheit jetzt prüfen!

Ich bitte daher das Casino Guru die nächsten 7 Tage nichts unternimmt!

es ist mir in dieser Zeit nicht gestattet mit anderen Stellen meine Beschwerde zu besprechen, das bedeutet das ihr also Casino Guru die nächsten 7 Tagen ab heute bitte meine Angelegenheit vorübergehend still legt.

danke für euer Verständnis.

Natan

Dear mwien, I am (temporarily) closing this complaint as unresolved for now, pending the ADR's final decision.

Please, once you have it, let us know about the results and the decision. We will then be able to reconsider the complaint on our side.

Feel free to proceed by reopening this complaint or by sending information/documents of the final ADR's decision to my email address (dominika.l@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru in 3 months.

I sincerely believe your issue will be thoroughly investigated and assessed.

Thank you very much for your patience and understanding.

Best regards,

Dominika

Dear mwien,

We're glad to hear that your issue has been resolved. We've received your email confirming that the funds have been successfully received, and we will now 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,

Dominika

Casino.Guru