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Hello,

I've been wanting to make a withdrawal for months and casino support told me to verify the account, but I've been sending the requested document for weeks, which is a driver's license, and I get the message that it was sent correctly, but they don't verify me and I contact support and They tell me to send the requested documents, and on the verification page it appears requested, I don't know what to do, they don't want to pay me the money, I hope they can help me, they don't have a verification by mail, the verification is only through the site.

Hola,

llevo meses queriendo hacer un retiro y soporte de casino me dijo que verificara la cuenta, pero llevo semanas enviando el documento solicitado que es licencia de conducir y a mí me aparece el mensaje que se envió correctamente, pero ellos no me verifican y contacto a soporte y me dicen que envie los documentos solicitados, y en la pagina de verificación aparece requested, no sé que hacer no me quieren pagar el dinero, espero me puedan ayudar, no tienen una verificación por correo solo es por el sitio la verificación.

Dear japliego,

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 takes KYC lightly.

Could you please advise if you tried to submit any other document instead of a photo of your driving license? Were the documents legible and in the correct format?

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

Best regards,

Tomas

First I tried to send an ID but the country of Mexico does not appear, and on the driver's license the country of Mexico does appear, but it has been 10 days since I sent it and they have not verified me, if the photos I sent of the license were clear

Pimero intenté enviar un DNI pero no aparece el pais de México, y en la licencia de conducir si aparece el pais de México, pero ya van 10 dias que lo envié y no me han verificado, si las fotos que envié de la licencia estaban claras

Thank you very much, japliego, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you japliego for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ZetCasino for their help in resolving this complaint. We would like to know why is this verification process is taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear all,

Thank you for reaching out.

Regarding the verification process, the customer uploaded his voter’s card and a photo of a screen with his driving license, which we can’t accept. In order for us to proceed, we would like to kindly ask the customer to upload an actual photo of his ID, driver’s license or passport to his profile. If he is unable to upload it to his profile, he is more than welcome to send it via email to support@zetcasino.com. We will make sure to check the document with priority when it’s submitted. Thank you in advance!

Best regards,

ZetCasino.com

Hello, I have uploaded a driver's license that is clearly visible, I took it with my cell phone camera, but it is as if I did not upload anything, since I do not receive a response from you, and I already sent it to your email and they tell me that verification should be done by your website. I am attaching the driver's license so that you can see that it is clear and I am going to send it to the email that they also provide me, I have really been trying to verify the account since January.

Hola, He subido una licencia de conducir que se ve claramente , la tomé con mi camara de mi celular, pero es como si no subiera nada, ya que no recibo respuesta por parte de ustedes, y ya la envié a su correo y me dicen que la verificación se debe hacer por su sitio web. Adjunto la licencia de conducir para que vean que se ve claro y voy a enviarla al correo que me proporcionan también, de verdad llevo desde enero tratando de verificar la cuenta.

Hello, yesterday I sent the driver's license to the email provided by zet casino, but today I received a message "Could not be delivered to these recipients or groups:

support@zetcasino.com (support@zetcasino.com)

The message could not be delivered. Despite repeated attempts to contact the recipient's email system, the recipient has not responded.

Contact the recipient by some other means (by phone, for example) and ask them to tell their email administrator that their email system doesn't seem to be accepting connection requests from their email system. Provide them with the error details shown below. The recipient's email administrator is probably the only one who can fix this problem."

I think your website is failing, and emails, I'm going to upload my driver's license here if they can take it from here it would be fine, since it is impossible to get them to you.

Hola, ayer envié la licencia de conducir al email que me proporcionó zet casino, pero hoy me llegó un mensaje "No se pudo entregar a estos destinatarios o grupos:

support@zetcasino.com (support@zetcasino.com)

El mensaje no se pudo entregar. A pesar de los intentos repetidos de ponerse en contacto con el sistema de correo electrónico del destinatario este no ha respondido.

Póngase en contacto con el destinatario por algún otro medio (por teléfono, por ejemplo) y pídale que le diga a su administrador de correo electrónico que parece que su sistema de correo electrónico no acepta solicitudes de conexión de su sistema de correo electrónico. Proporciónele los detalles del error que se muestran a continuación. Es probable que el administrador de correo electrónico del destinatario sea el único que puede solucionar este problema."

Creo que anda fallando su sitio web, y correos, voy a subir aquí mi licencia de conducir si ellos la pueden tomar de aquí estaria bien, ya que es imposible hacercelas llegar.

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 Customer,

Thank you for your reply.

Unfortunately, the document you provided does not contain your date of birth. Would you be so kind as to provide us with another government issued identification document? You can submit it on the forum, and we will check it with priority when you send it.

Best regards,

ZetCasino.com

Hello,

The driver's license does not say date of birth, it only has 861105, which means 11/05/1986, I no longer have any more documents, previously I sent an official identification that the government gives you when you turn 18, which has been accepted in several casinos but you didn't accept it because they say it's for voting

Hola,

no dice en la licencia de manejo fecha de nacimiento solo tiene 861105, que significa 05/11/1986, ya no tengo mas documentos, anteriormente envié una identificación oficial que te da el gobierno cuando cumples 18 años que me la han aceptado en varios casinos pero ustedes no me la aceptaron por que dicen que es para votar

Dear Customer,

Thank you for your reply.

Unfortunately, we don’t accept voting cards for verification. In order for us to proceed, we would like to kindly ask you to provide us with the following:

- Photos of the front and back sides of your National ID, or Passport. 

High-quality photos are required with clear visibility and no reflection on the card. All four corners of the card should be visible in the photo.

We will make sure to check the document with priority when you send it.

Best regards,

ZetCasino.com

-Hello Zetcasino, do you know that this is the only official DNI that they give in Mexico? and that I have been accepted in more than 10 casinos where I am registered without any problem, I don't know why you are so strict? They don't want to pay, it's only happened to me once, it's the bad thing about registering in small casinos, I'm going to have to apply for my passport to see what pretexts they put up later, thanks.

-hola Zetcasino, ¿Saben que ese es el único DNI oficial que dan en México? y que me ha sido aceptado en mas de 10 casinos en donde estoy registrado sin ningún problema, ¿no sé por que ustedes se ponen tan estrictos? no quieren pagar, solo me ha pasado una vez, es lo malo de registrarse en casinos pequeños, voy a tener que solicitar mi pasaporte a ver que pretextos ponen después, gracias.

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.

Hello!

Thank you for reaching out.

We would like to inform you that we are still waiting for the customer to provide us with the following document:

- Photos of the front and back sides of his National ID, or Passport. 

We will make sure to check the document with priority when it’s sent. Thank you in advance!

Best regards,

ZetCasino.com

hello,

Zetcasino did you read my previous message?

I wrote to you that because you do not accept my ID or license, since in several international casinos that I am registered they have accepted it without problems, I am going to mention the casinos in which they have accepted it

pokerstars.com

slotsmillion.com

dafabet.com

casino.com

188bet.com

I am already processing my passport so that they pay me, although it will cost me 200 dollars (There will be no way to reach an agreement with zet casino and save me that passport process and they only pay me 800 dollars, since they no longer owe me 100 dollars they are 819 dollars), casino guru do not close this complaint, since the zetcasino page has many flaws, now it is impossible to upload the documents on your site (the option to upload passport or ID no longer loads), I attach an image

hola,

Zetcasino si leyó mi mensaje anterior?

Les escribí que por que ustedes no me aceptan mi DNI o licencia, ya que en varios casinos internacionales que estoy registrado me la han aceptado sin problemas, voy a mencionar los casinos en los que me la han aceptado

pokerstars.com

slotsmillion.com

dafabet.com

casino.com

188bet.com

Ya estoy tramitando mi pasaporte para que me paguen, aunque me va a costar 200 dolares (No habrá manera de llegar a un acuerdo con zet casino y ahorrarme ese tramite del pasaporte y solo me paguen 800 dolares, ya que me deben 100 dolares ya no son 819 dolares), casino guru no cierren esta queja, ya que la página de zetcasino tiene muchas fallas, ahora es imposible subir los documentos en su sitio (ya no carga la opción de subir pasaporte o DNI), adjunto imagen

japliego, thank you very much for the update. We will keep this complaint open until you confirm your verification and subsequent withdrawal have been successful. Please keep me informed about any further developments.

Hello friends, just to inform you that Zetcasino already verified me and sent the payment, I did not send any additional documents, I was processing the passport but now I am going to cancel the appointment. Thank you very much casino guru and zetcasino. Greetings

Hola amigos, solo para informarles que Zetcasino ya me verificó y envió el pago, no envié ningún documento adicional, estaba en tramite del pasaporte pero ahora voy a cancelar la cita. Muchas gracias casino guru y zetcasino. Saludos

Dear japliego,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter