Zumospin Casino - Процесс отзыва игрока был чрезмерно затянут.

I'm having the same problem as with Cryptoleo and Lazybar. Suddenly, I received a verification request for something I completed 1.5 years ago. I haven't received anything since, as they keep demanding new documents that aren't actually related. See my complaint with Cryptoleo, where I got my money back.

I would like to work with Igor again because he already knows about the problem.

Das gleiche Problem bei mir wie mit cryptoleo und lazybar. Auf einmal habe ich eine Verifikation reinbekommen die ich vor 1,5 Jahren gemacht habe. Bis jetzt nichts bekommen, da sie immer neue Dokumente fordern, die eigentlich nicht dazu gehören. Siehe meine Beschwerde bei Cryptoleo, wo ich mein Geld zurück bekommen habe.

Ich würde gerne wieder mit Igor arbeiten, weil er schon von dem problem weiß

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.

Dear hochg,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

To help me better understand your case, could you please answer the following questions?

• Have you attempted to contact their customer support? If so, what was their response?
• What specific documents are you currently being asked to submit for verification?
• Have you experienced similar issues with other withdrawals in the past, apart from this current situation?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, I've contacted support several times. They always say the same thing. They want screenshots of the crypto deposit transactions. I had no problems with withdrawals before.

Ja, ich habe mehrmals den Support angeschrieben. Die sagen immer das gleiche. Sie wollen Screenshots von Transaktionen von den Krypto-Einzahlungen. Bei Auszahlungen davor hatte ich keine Probleme

Dear hochg,

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, Igor, ([email protected]). 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,

Karla Mayfly

Dear hochg,

As you already know, my name is Igor, and I will also help you with this case.

I am sorry to hear about your problem with the Zumospin Casino and I hope that together we will come to a successful resolution of your issue.

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

Dear Zumospin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear hochg,

We would like to inform you that completing the ongoing verification process is required before any further withdrawals can be processed.

The documents currently requested are proof of ownership of your Bybit cryptocurrency wallet and confirmation of the three deposits made to that wallet.

For proof of wallet ownership, please provide a screenshot from your Bybit wallet showing your full name and email address.

In addition, please provide confirmation of the following transactions:

14 December 2024, 19:35:55

15 December 2024, 10:49:53

18 December 2024, 14:51:57

This verification is required to confirm your source of funds and to review the transactions in accordance with our security and compliance procedures. This helps us ensure that funds used on our platform originate from legitimate sources.

Please upload the requested documents directly through the verification page in your account. If you experience any issues, you may alternatively email the documents to [email protected] with the subject line "CasinoGuru" for further review.

If you have any further questions or require assistance, please let us know.

Best regards,

Zumospin Casino

Done. Everything sent.

Erledigt. Alles gesendet

Dear Zumospin Casino,

The player confirms that all requested documents have now been submitted.

Please review them and confirm the verification outcome. If anything remains outstanding, kindly identify the exact item required and explain why the submitted material is insufficient.

Thank you.

Dear hochg,

We would like to inform you that the transaction confirmations have been accepted. However, the proof of ownership for your cryptocurrency wallet remains pending because the email address associated with your account is partially obscured.

You should be able to view your full email address in the Security section of your account. Once you have obtained the required screenshot confirming your email address, please send it by replying directly to our previous email. We will review the document as soon as possible.

If you have any further questions or require assistance, please let us know.

Best wishes,

Zumospin Casino

Dear hochg,

Please send the casino a new screenshot from the Security or Profile section of your Bybit account showing your full, unobscured email address. Once submitted, please confirm it here so I can ask the casino to complete its review.

Thank you for your cooperation.

Everything sent

Alles gesendet

Dear Zumospin Casino,

According to the player, the requested screenshots were sent to you.

Please review them and let us know your findings.

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 hochg,

We apologize for the delayed response.

After reviewing all the documents you provided, we are pleased to confirm that they have been accepted and your account has been successfully verified. You may now proceed with withdrawing your funds.

Should you experience any issues when requesting a withdrawal, please let us know immediately and we will be happy to assist you.

Kind regards,

Zumospin Casino

Dear hochg,

According to the casino, your account is now fully verified, and you can proceed with withdrawals.

Please let us know whether this information is correct.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I still can't withdraw my money. The withdrawal isn't working because I keep getting a "payment provider not found" error. Now they want me to record a video and send it to them! Are you kidding me?! Instead of just asking for my crypto address and sending me all the crypto, they're trying to stall again!

Ich kann immer noch nicht auszahlen. Die Auszahlung geht nicht, weil da "payment provider not found" kommt. Jetzt wollen sie von mir das ich ein Video aufnehme und es denen schicke! Geht es noch?! Anstatt einfach von mir die Crypto-Adresse zu fragen und das gesamte Krypto mir zu schicken, versuchen sie wieder zeit zu schinden!

Dear Zumospin Casino,

According to the player, they are experiencing further issues with the refund.

Could you please check the message above and help the player resolve the issue? Thank you.

Dear hochg,

We sincerely apologize for the technical issues encountered.

As we are currently investigating the matter and do not wish to delay your payment, we have initiated a manual refund of the funds. Once the refund has been completed on our side, we will inform you accordingly.

Thank you for your patience, understanding, and cooperation.

Kind regards,

Zumospin Casino

Dear Zumospin Casino,

Thank you for your response and for informing us that you are actively trying to resolve the issue.

Please let us know once the refund has been fully processed on your side.