Redemption marked as paid but never received funds in bank

I have been playing at Zula Casino for some time and make clean deposits regularly. I am now a Platinum Tier player.

In the tab that describes the tier system at Zula, there is a chart by way of explanation. According to the chart, a platinum player will receive weekly and monthly rewards. However, I have never received either of these rewards. When I created a ticket by emailing support, my concerns were that I had not received the described rewards.

I received a response that stated rewards are given periodically and are based on "player engagement" with the site. I then responded back, asking what level of "engagement" was required in order to receive the rewards the casino says I should already receive. The response was, in a word, ridiculous. It did not even address my question.

I have attached these emails below.

This is fraudulent advertising of rewards at this casino.

I received an email from Zula saying my account was undergoing a security check, but it’s been 2 months now, and they haven’t unlocked it or approved my request for funds.

I have used this site for 2 years with no problems until now.

I’ve emailed them 40 times and keep getting the same automated response.

They aren’t doing anything to resolve this, and I’ve exhausted all of my options. Please help.

I deposited 1000 dollars into my Zula account because of a promo offering a free 1000 on top. After playing for a few hours, my account was locked out and I received an error while trying to log in. I have reached out to the customer service for Zula and have received 0 help. Just constant emails saying “this issue has been escalated,” but no actual help. I was asked to submit a picture of me holding my ID and the card I used to deposit for a security check. I sent everything that was asked for and I am still locked out.

On Sept. 16, 2025, my verification request to Zula Casino was denied. I reached out to support for help and to inquire why I was denied.

The first email I received from Zula support asked me to take a picture of my ID. Then, take a selfie of me holding my ID. I quickly supplied them with this request. I was told that they had sent this info to their third-party identification specialist and that I would be contacted as soon as they had an update. I

have emailed every couple of days asking for an update, and I just keep getting what I feel is " the run around"....

I will attach my denial page as well as the email correspondence below. I would like to be verified so I can withdraw my winnings. I will also attach the documents they require for verification, which I believe all fit their guidelines. Thank you.

<full name removed>

I made two separate redemptions from Zula casino that were both approved and marked as paid on September 12. One for $2500 and one for $3000.

It is now 11 days later, and I still haven’t received either one of these into my bank account.

My account is verified.

Zula support continues to respond to my emails with “your redemption will be credited to your bank account within 3-5 days after being marked as paid”.

Please help me receive my redemptions from Zula.