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Ladies and Gentlemen

Since July 12, 2022 I've been waiting for my 350 euro payout.

It is specified in the terms and conditions with 3 days for the payout. Withholding funds for so long goes against player protection. Please contact zetcasino because this money has been withheld here for too long.

Sehr geehrte Damen und Herren,

Seid dem 12.07.2022 warte ich nun auf meine 350 Euro Auszahlung.

Es werden in den AGBs mit 3 Tage für die Auszahlung angegeben. Gelder so lange einzubehalten, geht massiv gegen den spielerschutz. Bitte kontaktieren Sie zetcasino denn dieses Geld wird hier schon zu lange einbehalten.

Dear simonbethke8573,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

It's the same every time. Payouts are promised within 3 days in the terms and conditions and the operator has to stick to them, but not zet casino.

I ask for clarification as soon as possible.

Es ist jedes mal das selbe. Es werden Auszahlungen binnen 3 Tagen in den AGBs zu gesagt und daran hat sich der Betreiber auch zu halten, nicht aber zet casino.

Ich bitte um zeitnahe Klärung.

Thank you very much, simonbethke8573, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear simonbethke8573,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a ZetCasino representative to join this conversation and participate in the resolution of this complaint.

Dear ZetCasino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Customer,

Thank you for reaching out to us and letting us know of your disappointment.

First of all, we would like to apologize for the waiting time. Your two withdrawal requests were processed by our finance department on 2022-07-22.

Unfortunately, due to the high volume of requests, there can sometimes be a delay in processing withdrawal requests. You can be assured that we will do everything in our power to avoid such a situation in the future.

If you have any further questions, do not hesitate to contact us.

Kind regards,

ZetCasino.com

Dear ZetCasino,

Thank you for your quick response and explanation.

Dear simonbethke8573,

Thank you for your patience. Please let me know once you receive the payment.

Kind regards,

Stefan

Dear simonbethke8573,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear simonbethke8573,

As we haven't heard from you, we will have to close this complaint as "rejected".

Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan