Complaint #3 Zipcasino

Withholding withdrawal payment since May 1st

By Jeanette R.

2 years ago

I've been trying to withdraw winning funds from zip casinos since May 1st the heat denying it I have proof of downloaded conversations they want me to provide because I play with Visa but it's a Visa debit card that I need to provide proof of the card with my name and expiry date on it which I don't have. It's a Visa debit card I went to my bank they gave me a copy from their system with a bank stamp stating that my name's on there with the bank name or with the bank card number and proof that I own that card with downloaded conversations they said that's all that was needed I provided them everything and they still will not complete the withdrawal.

Disputed Casino Zipcasino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Pumpkin80

• Canada

2 years ago

Thank you to ask gamblers complaint process. If I didnt get a third party agencey to help I dont think I would have recieved my winnings. Money has been deposited.

Zipcasino

• Representative

2 years ago

Thank you for bringing your concern to our attention.

We sincerely apologize for any inconvenience you experienced with the withdrawal process. We understand the frustration caused by the delay, and we appreciate your patience.

Regarding your withdrawal request, we have reviewed the situation in detail. As part of our standard procedure, we require official documents where both the name and card information are clearly displayed to verify the ownership of the card used for transactions. In your case, since your card did not have your name printed on it, we requested a bank statement to confirm the ownership.

While the document you provided did have a bank stamp, it lacked a signature, which is a necessary security measure to prevent potential alterations. Despite this, we decided to make an exception in your case and accept the document provided.

We are pleased to inform you that we have now approved your withdrawal request and verified the credit card used for your deposits. You can expect your funds to be withdrawn without any further delays.

We apologize once again for any inconvenience caused during the verification process. Please know that these guidelines are in place to ensure the security and integrity of all transactions and to protect all our players.

Thank you for your understanding and cooperation.

Best regards,
ZipCasino Support Team

Pumpkin80

• Canada

2 years ago

My apologies I can only upload a document or two at a time I think the files are too big or something but I just want to provide you guys proof that there's no money laundering here this is my card but anyways I look forward to hearing back from you guys thank you

Zipcasino Complaint Stats

Resolved 8 / 9

Avg. Amount $1,544

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Zipcasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 8 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Zipcasino Complaints

See all complaints for this casino

Verification Issues

I am writing to complain about the verification process on this site. I have already sent all the required documents multiple times, but my verification still has not been approved or completed.

I have followed all the instructions carefully and provided everything that was requested, yet there has been no clear explanation for the delay or rejection. This situation is becoming very frustrating.

I have already submitted more than 10 documents from my bank. These documents contain my full name, IBAN, address, and all other information that you have requested during the verification process.

Regarding proof of IBAN ownership, they have requested this information twice. On both occasions, the documents I provided were accepted and approved.

After that, I was informed that I needed to provide proof of address. I have since submitted at least five separate documents that meet the requirements they have stated for address verification.

There have also been contradictory instructions throughout this process. At one stage, I was specifically instructed to order a physical bank statement and submit it. I followed those instructions and provided photographs of the physical bank statement. However, I was then told that physical bank statements were not accepted and that I needed to upload a digital statement directly from my bank instead. I complied with this request as well and submitted the document directly from my bank.

My most recent submission was the bank document downloaded directly from my bank, as requested. Since then, I have not received any clear explanation as to why my verification remains pending.

The casino has identified various issues with the submitted documents throughout the verification process. However, each time I addressed and resolved the stated issue by providing the requested documentation, a new issue was raised instead. In some cases, concerns that had already been resolved were raised again at a later stage.

As a result, the verification requirements have appeared to change repeatedly, despite my continued efforts to comply with every request. The repeated introduction of new issues, including issues that had previously been addressed, has created the impression that the verification process is being unnecessarily prolonged and that my account is not being verified despite the submission of all requested documentation.

I have retained copies of all submitted documents, as well as records and recordings of all communications regarding this matter.

Resolved

€990

Unjustified withdrawal delays and demands for additional deposits

I am filing this formal complaint against ZipCasino regarding an ongoing issue with my balance of 17,500 NOK.

Over the last few weeks, I have made several withdrawal attempts that have all been declined without any valid reason:

Dec 30th: 8,000 NOK & 11,400 NOK (Declined)

Jan 4th: 11,400 NOK (Declined)

Jan 13th: 11,000 NOK (Declined)

I have confirmed with my Norwegian bank that all IBAN and SWIFT details provided are 100% correct. Despite this, the casino claims "technical issues" and has sent me an email stating that I must make a new deposit via MiFinity and wager it before I can withdraw my existing funds.

I find it unacceptable to be asked to risk more of my own money to receive winnings I have already earned fairly. My account is verified, and I have fulfilled all requirements.

I am asking AskGamblers to help me mediate this so that ZipCasino processes my full balance of 17,500 NOK to my bank account immediately, without requiring further deposits.

Thanks in advance.

Resolved

kr17,500

Zipcasino does not pay

Dear Askgamblers Team,

unfortunately, Zipcasino does not pay out my winnings of 3.900€ though my account is fully verified (ID+payment).

Could you please help me to get my money? Support of Zipcasino only gives me templated excuses over and over again and does not tell me if or when payments will be made.

Thanks for your help!!

Resolved

€3,900

When i contact to customer service they only says we process withdrawals within three days

I made a withdrawal of 1000 EUR over a week ago. The exact date for the withdrawal is 17.6.2025. And it is still being processed. I have sent the kyc documents and received an email confirmation that my account has been verified. They say they process withdrawals within 72 hours.

When I contact to customer service they only says we process withdrawals within three days.

Unresolved

$1,000

236 EUR withdrawal is late

Hello, AskGamblers!

I have withdrawn my funds 236e, but my withdrawal has not been completed for 4 days. Live chat can not answer its date.

Please make my withdrawal Zipcasino. Normally, the withdrawal is completed within 3 business days /72 hours, but it has passed within this period.

The account is verified.

Please help me.

Resolved

€236

457 EUR Withdrawal is late in time

I made a 457 euro withdrawal 4 days ago.

Unfortunately, it was still pending.

The casino says withdrawal is settled 2-3 days normally. This period has gone. I have no news from Casino when my withdrawal is settled. My account was verified earlier.

Can you AskGamblers help me solve this case?

I dont have anything against Zip Casino. I only ask for my withdrawal in time.

Resolved

€457

Withdraw blocked for no reason

Hello AskGamblers!

I have withdrawn my funds 593e, but my withdrawal has not been completed for 4 days. When I asked the customer service, they said it will be completed. They can not answer date it.

Please make my withdrawal. Normally, the withdrawal is completed within 3 business days /72 hours, but it has passed within this period. What happenes next my withdraw was canceled. No reason.

Account is verified 2 times. I will show evidence.

I have seen similiar cases Internet. I am very worry about my funds. I ask Zipcasino handle my 593e withdraw and stop playing games.

Please help me Askgamblers my situation was impossible.

Resolved

€593

Not possible to make a withdrawal

Hello,

I have a problem withdrawing 4001 USD from this site. I deposited 500 USD on 2023-09-22 and 2023-09-23 200 USD using Skrill, depositing was no problem. I then played on the site and managed to build the balance of playing slots to the final amount of 4001 USD.

I then talked to live chat who told me to verify my account before withdrawing, which I did. I made my account fully verified, I had to send in some extra verification documents on top of the basic verification but nothing unusual. Then I proceeded to withdraw and here we come to the reason why I've created this case here. The withdrawal system is not working on the site! First of all, as I deposited with Skrill I would like to withdraw to my Skrill wallet although this was not possible.

I then asked for another withdrawal option and they said I could withdraw to my bank, which I did but that did also not work. They then said I should get Revolut and withdraw through this option so I got myself a Revolut account although the support on Revolut told me that there is no IBAN on a Brazilian Revolut account so I could not withdraw to Revolut here also!

I need help to solve this matter as they just keep giving me withdrawal options that do not work.

Resolved

$4,001