Complaint #5 Zulabet Casino

Still haven't received my €200 payment

By kaizels

5 years ago

On June 29th, I ordered a withdrawal of funds(€200) and the casino requested documents for verification such as id, proof of address, selfie with debit card, selfie with driving license. I have submitted all the required documents and my withdrawal has been approved.
After about 2 weeks when the funds did not reach my bank account, I inquired about it and was asked to send bank statements as evidence. Of course, I sent the bank statements and then the casino asked me to ask my bank if there was this transaction on my account, I got a code of the transaction (ARN 070182502083).
I called my bank with an inquiry and got the answer that there is no transaction on my account and if it is not on the statement, it means that it has not been received.
It's been a month and I still haven't received my payment and the casino still says it did

Disputed Casino Zulabet Casino

Reason Delayed payment

Amount €200

Discussion

AskGamblers

• Support Team

5 years ago

Dear @kaizels,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Zulabet Casino

• Representative

5 years ago

Dear player,

First of all, we would like to thank you for the cooperation and for the provided documents.

Regarding your withdrawal, please be advised that after reviewing the provided documents by you and thoroughly checking the situation with the payment processing company, which once again reassured us that the payment was indeed completed, we are kindly asking you to provide us with any kind of confirmation from your bank that the withdrawal did not reach your bank account. This could be a screenshot of your correspondence with bank, emails and etc. This is needed in order to proceed with our investigation.

We thank you for your patience once again and will wait for your reply.

Best wishes,
Zulabet.com

Zulabet Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $382

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Zulabet Casino Complaints

See all complaints for this casino

Long verification, misleading communication and avoiding to process withdrawal of €500

Please find the entire process detailed below.

1. On 9.02.2023 I have requested a withdrawal of 500 EUR

2. Same day, on 9.02.2023 I was asked to provide documents for KYC (ID, POA, photos of 2 cards used for depositing, screenshot from my bank account to prove ownership)

3. Few hours later on 9.02.2023 I provided the operator with photo of ID, selfie, photo of bank statement, pdf with the bill from internet provider, photos of 1 card used for depositing and screenshot from online banking showing required details

4. 10.02.2023 I received an email with request to provide better selfie, additional foto of ID, POA* and additional docs for another card I used for depositing few months earlier.

*Proof of address such as electricity bill, water bill, bank statement (no digital) or any government document issued must be showing name, address, making ensure that the full document must be clearly visible and issue date should not be older than 6 months and in original pdf file.

5. 13.02.2023 - I have sent them missing photo of ID, photos of another card used for depositing and reminded them that they have already received the photo of bank statement (in 'no digital' version, attached in the email from 9.02.2023)

6. 14.02.2023 - I've sent them a selfie in required form

-------------------

7. 20.02.2023 (yes, it took them 6 days to reply) - they asked me to provide a statement in a digital form. In point 4. I quoted their msg stating that bank statement does not have to be in digital form.

8. I explained them that I am not receiving a statement in digital form, and asked for alternative.

9. 21.02.2023 - I received another email stating that the POA should be.

(...)

We would like to request from you a Proof of address document in the form of household Uility Bill (gas/water/elec/internet etc.)

>(gas/water/elec/internet etc.)<

(...)

10. On the same day I've sent them latest bill for the internet (again)

11. 23.02.2023 - they changed their mind and informed me by email that they do not accept internet bills

12. 24.02.2023 - I managed to get a digitally issued statement from my bank and forwarded to Zulabet.

4 days passed and again, there's no sign of contact from them, in spite the fact that agents claim that they are processing documents within 72 hours.

Resolved

€500