ZetCasino - Výplata hráčovy výhry se zpozdila.

I recently won 5500 euros in total. I also played without a bonus. The winnings were earned purely from my deposited money. I have now requested three payments, on December 13th, December 14th and December 15th, each for 500 euros, i.e. 1500 euros in total. So far, no payment has been processed and I am only put off by customer service. As long as these withdrawals have not been processed, unfortunately I cannot request any further withdrawals. (I still have 4000 on my account). If this continues, it will take me at least a month to get my money. Attached are the payouts and chat history.

Ich habe kürzlich 5500 Euro insgesamt gewonnen. Ich habe auch ohne Bonus gespielt. Die Gewinne wurde rein von meinem eingezahlten Geld erspielt. Nun habe ich drei Auszahlungen beantragt, am13.12, 14.12 und 15.12 über jeweils 500 Euro, also 1500 Euro insgesamt. Bisher wurde noch keine Auszahlung bearbeitet und vom Kundenservice werde ich nur vertröstet. Solange diese Auszahlungen nicht bearbeitet wurde, kann ich leider keine weiteren Auszahlungen beantragen. (Habe noch 4000 auf meinem account). Wenn es so weiter geht, brauche ich mindestens einen Monat, bis ich mein Geld habe. Im Anhang die Auszahlungen und chat Verlauf.

Dear Kathie1992,

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

Unfortunately, 14 days cannot be correct because zet casino's terms and conditions specify a processing time of 3 days.

I had already applied for a payout six months ago, and I received it on the 3rd day. This time, however, is different. I can also request no further withdrawals as long as they have not been processed.

I would ask you to contact the casino

Das mit 14 Tagen kann leider nicht stimmen, weil in den AGB's von zet casino 3 Tage bearbetungszeit angegeben sind.

Ich hatte vor einem halben Jahr bereits eine Auszahlung beantragt, diese hatte ich auch am 3ten Tag bekommen. Diesmal ist es jedoch anders. Ich kann auch leine weiteren Auszahlungen beantragen, solange diese nicht bearbeitet wurden.

Ich würde Sie bitten, das casino zu kontaktieren

Dear Kathie1992,

Have you received your withdrawal from the casino yet?

Dear Kathie1992,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.