Home Complaints Zen Betting Casino - Player’s struggling to complete KYC verification.

Amount: ??

Zen Betting Casino - Player’s struggling to complete KYC verification.

5.3/10 Questionable reputation Submitted: 03 Jun 2020 | Case closed : 18.06.2020
Our verdict

Player stopped responding


Case summary

3 days ago - 18 Jun 2020

The player from Spain is experiencing difficulties completing the account verification. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Petronela
Casino analyst and complaint specialist
Show English translation Show Spanish original

After sending 3 documents with my address, they are not worth any, too many problems and all because when you want to make a withdrawal they put a lot of difficulties.

The applications are also very caught when you are playing and it kicks you and deletes the bets, a disappointment.

I do not recommend it.

Automatic translation

Dear Manuela,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,



Dear Manuela,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.


Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.