Complaint #39 Zula Casino

Redemption request not going through and account locked for security

By Benzo735

11 months ago

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.

Disputed Casino Zula Casino

Reason Verification issues

Discussion

Benzo735

11 months ago

I’ve not received any updates yet.

AskGamblers

• Support Team

11 months ago

Dear Zula Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Zula Casino Complaint Stats

Resolved 5 / 26

Avg. Amount $6,094

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Zula Casino Complaint Summary

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

So far, 3 out of 20 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Zula Casino Complaints

See all complaints for this casino

Delayed redemption

I put in a redemption request on Zula Casino earlier in the week.

They left me no option to cancel it, and they have taken a really long time to process the payment.

When I reached out to them, they kept giving me the runaround and told me that there is no timeframe for when this will be resolved.

Resolved

$90

Unable to redeem winnings

I have been a verified member of Zula Casino and have been paid out in the past. In the past month, I tried to withdraw my winnings of $9050. My account was made inaccessible and they will not pay me out. I have provided proof to them of my transactions and have previously been able to withdraw winnings. They have asked me to verify my account number from which I had made my purchases. Because it is an online platform, I have used ApplePay to pay for SC coins and it encrypts the card- which means the number they see is a different number than what I have. I have explained this for over a month with no resolution. Please assist. Again, I am a verified member with no problems in the past redeeming winnings. Thank you.

< full name removed >

Unresolved

$9,050

Verification keeps getting rejected

I am submitting this complaint because Zula Casino is making it extremely difficult to verify my payment details and cash out my balance. I have tried to provide valid information, but the system keeps stating my information is incorrect.I have attempted to verify my account using my official government-issued ID and a valid bank statement that is less than 90 days old and utility bill. I signed up to zula using google and my player ID # is123081030. Despite this, my verification attempts continue to be rejected without a clear explanation of what is "wrong" . I want Zula Casino to manually verify and link my bank account using the official statements I have provided to their support team, or completely reset the banking portal on my profile so I can verify or input my valid routing and account numbers to finish my redemption. I am owed $308

May 28th- Sent documents to be verified.

May 31st- Recieved email that bank documents do not match.

May 31st- Re sent documents. A clear pdf of my bank statement less than 3 months old.

June 5th- Recieved email now stating that "The account holder's name provided in the verification application appears to be incorrect."

Unresolved

$311

Account verification delayed

I am filing this complaint regarding an ongoing and unresolved account verification (KYC) issue with Zula Casino. Despite providing all requested documentation, my account has remained in a state of "On Hold" for over a week with no meaningful progress or specific feedback from their team.

Account Details:
• Current SC Balance: 21,003.77 SC
Timeline of Events:
• April 10, 2026: Initiated verification request.
• April 13, 2026: Per Zula’s specific request regarding a joint Huntington Bank account, I submitted high-resolution, photo-captured images (front/back) of government-issued IDs for both myself and the joint account holder.
• April 14, 2026: Support acknowledged receipt, but the ticket was placed "On Hold."
• April 15 – April 20, 2026: I have followed up multiple times. Every response from Zula has been a generic template stating the documents are "under review" or "forwarded to the relevant team," without providing a timeline or identifying any remaining deficiencies.

The Issue:
I fully support rigorous KYC procedures, particularly for larger balances. However, I have complied with every additional document request, including those for the joint account holder. It has now been over 10 days since the initial request and 7 full days of the ticket being "On Hold" without a human update.

I am seeking a definitive timeline for the completion of my verification so I may proceed with my redemption. I have a full log of my ticket history and communications ready to provide to the AskGamblers team to support this claim.

Resolved

$21,003

Redemption on Zula not paid out

I have a redemption of 800 that states in my account it was paid but was never paid out to me. I am asking them to send it to another bank account or investigate what Happened and it has been well over 2 weeks now. I have no update on what happened to it. Or any notification of if I will get the money

Unresolved

$800

Stated rewards not provided

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.

Unresolved

Jackpot won denied redemption and closed account

Hello, I’ve spent thousands here at the Zula. I won about 26k. Tried to redeem then they wanted to do “reverify my account” then asked me for a debit card I don’t have. I have proof of every transaction. When I asked them to provide the actual transaction with the date time and amount they closed my account and said their decision was final. I have pics of everything. I can upload the entire conversation. My account was fully verified and I have redeemed a bunch of times from here.

Unresolved

$26,000

Yet to receive redemption

My redemption with Zula Casino for $100.19 dollars has been approved and said “paid” on the website for over the 7 business days, which is over the maximum amount of time they say (3-5 business days) it takes before transaction will be credited to my bank account that has already been approved. My transaction ID # is 122422394-1 for the redemption. My Zula player ID is 122422394. I have tried contacting Zula Casino regarding this matter, but they always send back the same automated message saying that I need to wait 3-5 business days and we are currently on the 8th.

Unresolved

$100

I have been locked out of my Zula account for almost a month since depositing 1000

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.

Unresolved

$1,000

Verification going on for a long time

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.

Unresolved