Zodiacbet Casino - Il giocatore ritiene che il prelievo richiesto sia in ritardo.

Good Day,

About two weeks ago, on 27.10.2023, I requested a withdrawal at ZodiacBet.

Since then, I have neither received any information regarding the status of my withdrawal, nor a request for document provision (KYC). Considering I have previously made withdrawals with this casino and my account was already verified, this shouldn't be the issue.

When I inquire in chat, I only receive standard responses ("... Your withdrawal is still under review and will be processed as quickly as possible... Blablabla").

Such a lengthy processing time without any apparent reason is unacceptable.

I would appreciate assistance with this issue.

Best Regards,

Simon

Guten Tag,

Vor ca. zwei Wochen, am 27.10.2023, habe ich bei ZodiacBet eine Auszahlung beantragt.

Seither habe ich weder Infos zum Status meiner Auszahlung noch eine Aufforderung zur Bereitstellung von Dokumenten (KYC) erhalten. Da ich bei diesem Casino bereits Auszahlungen getätigt habe und mein Konto bereits verifiziert wurde, sollte das nicht das Problem sein.

Auf Anfrage im Chat erhalte ich nur Standardantworten ("... Ihre Auszahlung wird noch überprüft und wird so schnell wie möglich bearbeitet... Blablabla").

Solch eine lange Bearbeitungsdauer ohne ersichtlichen Grund ist inakzeptabel.

Bitte um Unterstützung bei diesem Fall.

Beste Grüße

Simon

Dear ShakhtarD,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ShakhtarD,

Have you received your withdrawal from the casino yet?

Hello, no, I have not received my payout yet. Everything is as described in my first post about this case.

Hallo, nein ich habe meine Auszahlung noch nicht erhalten. Es ist alles noch so wie in meinem ersten Post zu diesem Fall beschrieben.

Thank you for your reply, ShakhtarD. Could you please advise when exactly you received the last successful withdrawal and how many days it took to be processed? Did you use the same withdrawal method in the past? If possible, please post a screenshot of your recent withdrawal history here in this thread.

I received the last payout on October 19, 2023. The processing was completed within one day - I requested the payout on October 18, 2023, using the same payment method (Mifinity).

Die letzte Auszahlung habe ich am 19.10.2023 erhalten. Die Bearbeitung war binnen eines Tages abgeschlossen - am 18.10.2023 habe ich die Auszahlung beantragt, mit der gleichen Zahlungsmethode (Mifinity).

Thank you very much, ShakhtarD, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ShakhtarD,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Zodiacbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Zodiacbet Casino,

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

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello, I can confirm that the withdrawal was processed and I received the money today.

Despite the unacceptable processing time, the complaint can therefore be closed. Thank you.

Guten Tag, ich kann bestätigen, dass die Auszahlung bearbeitet wurde und ich heute das Geld erhalten habe.

Trotz der inakzeptablen Bearbeitungsdauer kann die Beschwerde somit abgeschlossen werden. Vielen Dank.

Dear ShakhtarD,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan