ZotaBet Casino - Вывод средств игроком задерживается, а запрос на закрытие счета игнорируется.

Good Day,

Last Tuesday morning (27.02.2024), I requested a withdrawal of 2.000,-EUR. Due to self-protection and my diagnosed gambling addiction, I asked Zotabet to close my account. The payout had not been processed at that time.

As of today (04.03.2024), I have still not received my payment and I continuously receive responses from Zotabet’s support saying that the payment is still being processed.

In the meantime, they requested additional information from me last Thursday (29.02.2024), which I promptly sent. The email stated that the withdrawal would be "promptly provided" upon receiving this information.

I have contacted Zotabet's support multiple times and have had no success.

Guten Tag,

ich hatte letzten Dienstagmorgen (27.02.2024) eine Auszahlung über 2.000,-EUR beantragt. Aufgrund des Selbstschutzes und meiner diagnostizierten Spielsucht, bat ich zotabet mein Konto zu schließen. Die Auszahlung war zu diesem Zeitpunkt noch nicht erfolgt.

Bis heute (04.03.2024) habe ich meine Auszahlung immer noch nicht erhalten und werde vom Support von zotabet immer noch vertröstet, dass die Auszahlung in Bearbeitung ist.

Zwischenzeitlich hatte man am Donnerstag (29.02.2024) noch weitere Informationen von mir benötigt, welche ich auch umgehend übermittelte. In der E-Mail stand, dass die Auszahlung, nach Erhalt dieser Informationen, "umgehend bereitgestellt" wird.

Ich hatte nun mehrfach Kontakt mit dem Support von zotabet und keinerlei Erfolg.

Dear polz1894,

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 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,

Petronela 

Additional comments from the player:

Complaint 100655 has now been resolved and I have received the payment. Therefore the complaint can be closed.

Additional comments from the player:

Die Beschwerde 100655 ist zwischenzeitlich gelöst und ich habe die auszahlung erhalten. Daher kann die Beschwerde geschlossen werden.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, polz1894, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru