ZoloBet Casino - A retirada do jogador foi adiada.

I started my account with zolobet in the middle of May, I went on to win 13000 euros. They have a 3000 euro weekly withdrawal limit. I withdrew 3000 euros for 3 weeks in total up to the 27th May which was my last withdrawal. Since then they have assured me I will get my money, it has been over 6 weeks now and they keep telling me there is a "technical issue" they are saying this to all customers, their support email seems to have shut down as they haven’t responded to any of my emails in the last 4 weeks I’ve sent over 65 emails. They owe me my 4000 euros, when I contact live chat and I want to know where my money is they just close the chat on me. I want this resolving and stop them from taking other peoples money!!

Hello, 

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi there. I have passed KYC. I’ve had withdrawals passed with them prior to this issue, no bonus was used & the withdrawal status has been pending since 03/06/25, my last withdrawal that was processed was the 27/05/25

please find attached my withdrawal history aswell as a screenshot of the STILL pending withdrawal, I have read reviews on trustpilot and it seems they are doing this to all their customers. If they are not going to pay they need this site shutting down before they scam more people!

I’m very interested in seeing if they even respond to this thread! Regardless of a technical issue no site should be taking 6 weeks with a technical issue & withholding money. Weird how it isn’t affecting deposits!

Dear jackwesty7,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina. I have sent you the email! 🙂 please also check trustpilot on their reviews to find they’re doing this to everyone else!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

So how does this work now? Do I wait for an email from jana or a response in here? Thanks!

Dear jackwesty7,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite ZoloBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana. Thankyou! I will be very surprised if they reply, I haven’t had an email response In over 5 weeks. Their customer support live chat is all AI agents & if they do you’ll get a vague "technical issues" response. Thankyou for your help!

customer "support"

Hi Jana, as I predicted before they probably won’t reply. Where do we go from here if they don’t reply??

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.

Hi Jana, if there nothing else you can do? They are literally scamming so many people out of deposits knowing full well they are going to let them withdraw! They won’t reply to this thread I called it at the very beginning…

Jana what’s the point in assisting me if you’re just going to keep ignoring me? What a waste of my time

Dear jackwesty7,

The casino still has some time to reply. Please be patient as we do everything in order to resolve the case.

Jana, no one replies on their live chat, no one replies on their support email, no one will reply to this complaint. This site is shutting down but still taking peoples money I’ve said this since the start but no one is listening… do something about it

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana