ZotaBet Casino - A retirada do jogador está atrasada devido a problemas com documentos.

I requested a withdrawal of 1,200 BRL, but my documents are constantly getting rejected. They are asking for photos of the bank details; I send them, but they always claim something is missing. I asked for the specific model they need, but they haven't sent it to me. I have provided all the documents that casinos typically approve for verification. They request so many documents that there are over 30 documents in the document upload screen. Could you please help me? Thank you!

Solicitei um saque de 1.200 BRL e os documentos são constantemente rejeitados, eles pedem fotos do banco com dados, envio e sempre falta dados, pedi o modelo que eles precisam não me enviaram, enviei todos os documentos que os casinos normalmente aprovam na verificação, solicitam tanto documentos que na tela de UP load de documentos tem mais de 30 documentos, poderiam me ajudar por favor, obrigado!

Dear ericleo, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Do all your documents meet the requirements requested by the casino and are all your personal data clearly visible and present on all of them?

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

Best regards, 

Veronika

I was verified and received my winnings, I made the withdrawal in Bitcoin which was easier, because I just had to confirm my address, I was afraid I wouldn't receive it but this Casino is honest, thank you Veronica!

Fui verificado e recebi meus ganhos, realizei o saque em Bitcoin que foi mais fácil, pois era só confirmar meu endereço, fiquei com receio de não receber mas esse Casino é honesto, obrigado Verônica!

Dear ericleo,

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, 

Veronika

Casino.Guru