ZoloBet Casino - 플레이어의 출금이 지연됩니다.

the casino deleted my Balance of £540, I reached out by email and they reinstated the full amount and said it was an error on their part.

I then attempted to withdrawal £500.

withdraw normally takes 2 days, I waited for 3 days reached out by email asking why my withdrawal hadn’t gone though, email response below.

"Unfortunately, there’s currently a technical issue affecting withdrawals. We’re really sorry for the inconvenience this may be causing.

Our technical team is already aware and actively working to resolve the issue as quickly as possible. Please rest assured that your funds are completely safe, and your withdrawal will be processed as soon as the issue is resolved.

We truly appreciate your patience and understanding during this time."

I waited a week and reached out again politely asking for a time line, no response.

the website doesn’t seem to be working.

the strange thing is I’ve never had an issue withdrawing winning in the past, larger amounts than £500.

Dear player, 

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 for your money to appear 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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Natalie

thanks for the info.

FYI

it’s been 15 days, all KYC was processed months ago.

first time I’ve had issues with withdrawal from this Company.

i appreciate the support and offer to contact the casino and raise my issue.

thanks

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Have you accumulated your winnings with or without an active bonus? 

Hi

I can’t access the casino webpage, it just won’t load so I can’t screenshot an image.

yep, I’ve used this site for months withdrawing without issue.

yea, the bonus required me to bet 30% the bonus amount, I for-filled this requirement within the allotted time.

the casino put my balance to zero, I complained by email the casino then reinstated my balance (£540).

I’ve attached an email screen shot of zolo casino confirming the above.

ive reached out asking for estimated timeline to fix this issue and approve my withdrawal, been ignored.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) 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 Batman1010,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player's withdrawal has not yet been processed??

Thank you in advance for providing the information.

Hi Martina

thanks for the help.

quick FYI the website seems to be completely dead now.

Visiting the site brings up a message saying that IP address may have changed.

Hi

the casino is now listed as closed and no longer operational on casino guru.

how did casino guru get this information? Any contact from zolobet.

Dear Batman1010,

Thank you for reaching out. We actually weren’t contacted directly by the casino, but we did come across the information on their website.

Hi

any advice on next steps?

what I be correct in assuming the casino won’t be replying to this complaint( they haven’t replaced to any of my emails)

will casino guru contact this casinos licensing authority on my behalf please, ive emailed them.

Unfortunately, there is not much we can do when the casino remains silence.

However, I recommend you contact the gaming authority the casino is regulated by, and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

No worries

I can’t seem to find the complaint form but I’ve emailed the gaming authority.

just out of interest have you seen this before, casinos closing without paying withdrawals?

Yes, situations like this can happen from time to time, but each case is different and the reasons may vary. This is why we carefully review the details and reach out to the casino directly to understand what has happened. Our priority is always to ensure the matter is handled as fairly and transparently as possible.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett