ZeusWin Casino - A retirada do jogador está atrasada.

Good day,

I submitted a withdrawal request on 12/07/2024 at 14:20:41. According to the casino's rules, the request should be processed within 3 business days.

After this period passed, I started contacting customer support every day. Each time, I was told that the money would be transferred any moment.

Yesterday, I sent an official complaint to their email, and I received a response stating that the financial department is already reviewing my request.

Today marks the 7th business day, and the payment still hasn't arrived in my account.

If they told me yesterday at 9 AM that my request was already being reviewed, why has the money not yet been credited to my account, considering it's been a whole day since this so-called review?

Please help me resolve this situation.

Добрый день.

Подал заявку за вывод 07/12/2024 at 14:20:41. В правилах казино сказано что заявка обрабатывается в течении 3х рабочих дней.

По истечению данного срока я начал каждый день писать в службу поддержки. Каждый раз мне говорили что вот-вот деньги должны быть перечислены.

Вчера написал официальную жалобу на их почту, на что получил ответ, что финансовый отдел уже рассматривает мою заявку.

Сегодня уже 7й рабочий день, как выплата все еще не поступила на мой счет.

Если мне вчера, в 9 утра, ответили что моя заявка уже рассматривается, по какой причине деньги все еще не поступили на мой счет, учитывая что уже прошли сутки с так называемого рассмотрения.

Пожалуйста помогите разрешить данную ситуацию.

Dear denis014,

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

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, Tomas.

• This is the first withdrawal request from this casino, as I registered there relatively recently.
• I wanted to go through verification so that everything possible would be done on my part to speed up the process, but when I go to verification, it says - 'It looks like your account does not require verification. Enjoy out games!' and it turns out there is no way to go through it until they themselves request it.
• I didn’t use bonuses, I won on clean deposits.

Здравствуйте, Tomas.

• Это первый запрос на вывод из данного казино, т.к. зарегистрировался там относительно недавно.
• Хотел пройти верификацию, чтобы точно с моей стороны было сделано все возможное для ускорения процесса, но при переходе в verification, написано - 'It look like your account does not require verification. Enjoy out games!' и получается нет возможности ее пройти, пока они сами не запросят.
• Бонусами не пользовался, на чистых депозитах выигрыш.

I have been writing to them for the last two days. They kept saying that there is a long queue and that is why there is a delay. But yesterday the operator said that there was a delay due to technical problems and that my payment is in the final stage. When I asked what the final stage means and how he determined it, I did not receive a clear answer.

Today, too, we were unable to achieve anything clear.

They say that you need to wait a little, but the 12th day is already passing.

На протяжении этих двух дней писал им. Все время говорили что большая очередь и из-за этого задержка. Но вчера оператор сказал что задержка из-за технических неполадок была и что моя моя выплата находится на финальной стадии. Когда я спросил что значит финальная стадия и как он это определил, внятного ответа я не получил.

Сегодня тоже чего то внятного добиться не получилось.

Говорят что нужно немного подождать, но уже 12й день проходит.

Since December 17th they have stopped responding to my messages sent via email.

Waiting for payment for 15 days already. They continue to promise via online chat that payment should be soon and do not give any deadlines, because they do not have such information.

When asked who their regulator is, they also answer that they do not have such information and tell me to contact the postal address, where they ignore me.

C 17 декабря перестали отвечать на мои сообщения, отправленные через почту.

Ожидание платежа уже 15й день. Через онлайн чат продолжают обещать что выплата скоро должна быть и не дают никаких сроков, т.к. они не обладают такой информацией.

На вопрос о том, кто является их регулятором, так же отвечают что не обладают такой информацией и говорят обращаться на почтовый адрес, где меня игнорируют.

Dear denis014,

Could you please share with me your recent communication with the casino regarding your delayed withdrawal? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello, Thomas.

Thank you for your reply, I sent everything I have to your email.

Здравствуйте, Томас.

Спасибо за ответ, отправил все что есть, вам на почту.

Thank you very much, denis014, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Hello, Thomas.

Thank you very much!

Здравствуйте, Томас.

Большое спасибо!

Dear denis014,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ZeusWin Casino representative to join this conversation.

Dear ZeusWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello. Today the payment was processed and sent to my account. Apparently the complaint can be closed as resolved.

Thank you and Happy New Year!

Здравствуйте. Сегодня выплата была обработана и отправлена мне на счет. По всей видимости жалобу можно закрыть, как решенную.

Спасибо и с наступающим Новым годом!

Dear denis014,

We're glad to hear that your issue has been resolved. We'll 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, 

Mirka Daisy 

Casino.Guru