ZunaBet Casino - A conta do jogador foi suspensa sem explicação.

I want to file a formal complaint against Zunabet regarding an unfair account suspension and non-payment of my pending withdrawals.

My account was suspended after I submitted withdrawal requests, and since then I have been unable to access my account or my funds. The casino displayed that my account was suspended due to an alleged violation of the Terms of Service, but no specific reason, evidence, or detailed explanation has been provided to me.

Before the suspension, I received confirmation emails showing that my withdrawal requests had been received and were under review. The pending withdrawal amounts were:

500 USDTT

850 USDTT

So the total pending amount is 1350 USDTT.

It has now been more than 15 days, and I have not received any meaningful response from the casino by email or chat support. I already sent them a formal email requesting:

A written explanation for the account suspension

Details of the alleged Terms and Conditions violation

A review of my account

Processing of my legitimate pending withdrawals

However, they did not respond.

This behavior is extremely concerning because:

The withdrawals were already submitted before the suspension

My account was blocked without transparent justification

The casino has failed to provide proper communication

My funds are being withheld without resolution

Their support has remained unresponsive for an unreasonable period

I believe this is an unfair practice. If the casino claims there was any violation they should provide clear evidence, specific clause references, and a proper written explanation. Simply suspending an account while keeping the player’s pending withdrawals unresolved is not acceptable.

I request Casino Guru to help mediate this complaint and ask Zunabet to do the following:

Release my legitimate pending withdrawals immediately, if there is no proven violation

Provide a full written explanation for the account suspension

Specify the exact Terms and Conditions allegedly violated

Share any evidence used to justify withholding my funds

Resolve this matter without further delay

I have screenshots showing:

Withdrawal confirmation emails

Pending withdrawal details

Account suspension message

My previous complaint email to the casino

I am ready to provide all evidence required.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZunaBet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Dear Anjana41,

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.

Hello Tomas,

Thank you for your response.

Here are my answers to your questions:

I created my ZunaBet account on 18 April.

On 27 May, I requested two withdrawals of USD 850 and USD 300. Both withdrawal requests were successfully placed and showed as being processed, but I never received the funds. Shortly afterwards, my account was suspended without any clear explanation.

I accumulated my balance through a combination of cricket sports betting and live casino games.

No, I did not use any bonus or promotional offer. My balance was generated from my own deposits and normal gameplay.

I have fully cooperated with the casino and I believe my withdrawals should be paid. I would appreciate your assistance in resolving this matter fairly.

Thank you for your support.

Best regards,

Dear Anjana41,

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, Stefan (stefan.m@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,

Tomas

Dear Anjana41,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from ZunaBet Casino to join this conversation and assist in addressing the complaint.

Dear ZunaBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.