ZeusWin Casino - Der KYC-Prozess des Spielers verzögert sich.

The site isn't completing my KYC and is ignoring me. A week ago, I had to submit additional information and was told it would take another 2-3 days. Now it's been 7 days, and I haven't received a reply to any of my emails, and the live chat is also unavailable. I suspect I'm being deliberately ignored because they want to cheat me out of my winnings.

Die Seite schließt mein KYC nicht ab und ignoriert mich. Vor einer Woche musste ich Daten nachreichen und es wurde gesagt es dauert noch 2-3 Tage. Jetzt sind es 7 Tage und ich habe seitdem auf keine meiner Mails eine Antwort erhalten und der Live Chat ist auch nicht verfügbar. Ich vermute ich werde absichtlich ignoriert, weil sie mich um meine Gewinne betrügen möchten.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I sent my ID, a bank statement, and pictures of my credit card to the casino. I sent the last document on January 24th. Since then, despite numerous inquiries, I haven't received a response. I followed all the casino's instructions. I accidentally entered the wrong birth year during registration, but the casino corrected it and said it was fine. As you can see in one of the emails, my identity was successfully verified. However, there's no record of this in my account.

There was hardly any real communication with the provider, as they consistently ignored me. I'll send the screenshots to your email address.

Thanks!

hallo Tomas,

Ich habe meinen Ausweis, einen Kontoauszug und Bilder meiner Kreditkarte an das Casino gesendet. Das letzte Dokument habe ich am 24.01. gesendet. Seitdem habe ich trotz zahlreicher Nachfragen keine Antwort mehr erhalten. Ich habe alles so gemacht wie es vom Casino gesagt wurde. Ich hatte aus Versehen das falsche Geburtsjahr bei der Registrierung angegeben, das Casino hat es aber korrigiert und gesagt, es ist damit in Ordnung. Wie man in einer der Mails auch sieht, wurde meine Identität erfolgreich verifiziert. In meinem Konto steht dazu dagegen aber nichts.

Eine richtige Kommunikation mit dem Anbieter gab es kaum, da sie mich durchgehend ignorieren. Die Screenshots sende ich an deine E Mail.

danke!

Thanks for sharing the information with me.

• Has the casino since approved your additional verification and allowed you to request a payout?

Please let me know.

No, the credit card photos haven't been verified to this day, the KYC verification is still listed as "pending" in my player profile, and I haven't received a response since. I can only request a withdrawal once the KYC is complete, so it's being refused.

Nein, die Kreditkarten Fotos wurden bis heute nicht bestätigt, das KYC steht im Spielerprofil als „ausstehend" an und ich habe seitdem nie wieder eine Antwort erhalten. Eine Auszahlung kann ich nur anfordern wenn das KYC abgeschlossen ist, entsprechend wird sie verweigert.

Dear Marcel4416,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ZeusWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ZeusWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as 'unresolved.'

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi