Complaint #54 Zula Casino

Verification keeps getting rejected

By carrieems

3 days ago

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."

Disputed Casino Zula Casino

Reason Verification issues

Amount $311.22

Discussion

carrieems

1 day ago

I am trying to cash out $300. The extra are bonus money. I have submitted a cash out 3 different times and have heard nothing for a few days.

carrieems

3 days ago

Hello, I am trying to cash out $311.22. I have included a screenshot.

AskGamblers

• Support Team

3 days ago

Dear @carrieems,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Zula Casino Complaint Stats

Resolved 4 / 23

Avg. Amount $6,474

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Zula Casino Complaints

See all complaints for this casino

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

Redemption request not going through and account locked for security

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.

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

Zula redemption nonpayment

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.

Unresolved

$5,500

Prize Redemption Payment shows PAID but I still haven't received payment

So if the prize redemption shows PAID wouldn't that mean the money should be in my account? Zula Casino's Transaction Log Says that they paid me out my redemption consisting of a total of $600 on 9/4/2025 at 7:02pm. The redemption ref # is 120127639-1 & user ID 120127639.

Wouldn't you think if you show your prize as paid it would actually be "paid?" or am I missing something here.

Unresolved

$600