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Zet Casino - Verification delay, poor communication

Massimo84 Sweden
Posted on January 3, 2019

Hi everyone.

I made a deposit on the 27th of December, I played without using any bonus. I managed to have great luck and a few hours later I had won about 10.000 euros.
I tried making a withdrawal using the same method as my deposit (ecopayz)method.

First I noted that the daily withdrawal limit is only 500 euros, very low being a serious casino. I was told that my account status was not high enough.
However, the withdrawal was not processed and not until I asked why was I asked to send documentation.
They request a proof of ID, and a screenshot of my ecopayz wallet.
I sent both.
They still have not processed it, and everyday they either ask me for new documentation, which they did not ask for in the beginning.
They have also closed down the casino while asking to be authorized by swedish gambling association. No information regarding this was communicated when I opened my account, poor!
Today I have sent all documents again, including two different documents showing my address, which they did not ask for last week, but they asked for it once I complained about the verification taking extremely long time.
I have played at various casinos the last 6 years, never have I had theese problems.
It is obvious that they prefer me to not withdraw the winnings.
Very sad!

Kind regards,

Posted on January 3, 2019

Dear @Massimo84,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on January 4, 2019

Dear @Massimo84,

Thanks for letting us know about this and a big warm congratulations for your winnings! Well done champ.

Please note that your pending withdrawal in value of €500 was processed already on the 3rd of January 2018. You have no other pending withdrawals at the moment, feel free to withdraw any funds you'd like.

As for the deposit/withdrawals levels, as you have stated (and as clearly visible in our website) they vary depending on the level of the customer.

As for the Swedish regulation, we have been forced to stop the Swedish activity in order to keep our licensing process in a safe state. We have applied for a Swedish license and looking to receive it soon enough.

I can confirm your account is fully verified at the moment and that you can proceed with any other withdrawals you might wish.

Taking all these in consideration we believe the complaint was solved already and that this can be closed.

Posted on January 4, 2019

Dear @Massimo84,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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