Zula Casino, Fortune Coins, Sportzino, Yay Casino Support and Complaints Thread

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Hi ZulaCasinoSupport,

Welcome to our forum! 

Thanks for being available to assist our members! 

Welcome to our forum 

Welcome to LCB! Glad to have you here! 

Welcome to LCB. It's a pleasure to have you with us.

Welcome to the LCB forum!

I was locked out of my Zula account due to information on my purchase method not matching my account information. I do not know how this is possible. All bank statements I sent contain my name, which I am sure I used to sign up. The only thing I can think of that may be causing this is that I signed up using my google account. I know for a fact my account has my correct name. Every email from Zula is addressing me using my correct name. I am so confused on what is going on. I have sent them correct information and am not sure what could possibly not be matching up. I had around 1400 in my account. I am not sure how this is possible. Zula support has been no help whatsoever

Casino: Zula Casino

Case #: 3585

Hello Kaleb Cook,

And welcome to LCB! 

Please send us your casino ID via private message so we can forward it to the casino rep and request further details regarding your case.

Thank you.

I'm having trouble verifying. Support sent out an email yesterday saying I can use a direct deposit form but today they are saying they don't accept those forms. I can't use bank statement to verify account number because it blocks out part of the account number due to fraud reasons. 

Hello Yolanda Johnson,

First of all, welcome to LCB.

Please send us your casino ID via private message so we can forward it to the casino rep and request further information about your case.

Thank you.

Hello Kaleb Cook,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message.

Thank you.

Since we haven't heard back from the member Kaleb Cook, we will close Case #3585 due to the submitter's inactivity.

Hello Yolanda Johnson,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message. 

Thank you.

I have been holding out on playing while waiting for over 2 weeks for zula to let me resubmit my documentation, all the while getting the same automated response of, we have reached out to our third party partner and will get back to you. WTH?! 

Hello Amber McElroy,

First of all, welcome to LCB.

If you would like us to contact the casino rep and request an expanation regarding your case, please send your casino ID via private message.

Thank you.

Since we never received the member's username, we'll close this complaint due to the submitter's inactivity.

Hello Amber McElroy,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message. 

Thank you.

Hello everyone, I finally hit a big win on Zula. 26.5k. I've spent thousands here. All of a sudden they want to reverify my account. Is this normal? Ive made several redemptions.  Sorry my emotions are all over the place. Anyways they asked me send a picture of my face, Id and my debit card. The problem is the debit card they are asking for is old and I have a new one with the same bank attached to my Zula account. I'm asking here because I can't sit still waiting for a response. I'm hoping someone here can answer these questions for me. First off do they want my drivers license or passport? And will my new debit card tha doesn't match the last 4 they are looking for work? It's the same bank. Capital one took on discovery so now I I have that one. Next I have 19k pending redemptions. Is this going to slow it down? Is this process going to take weeks just like the first verification? Thanks for everyone's time.

They replied back, they going to look into my questions and get back to me. 

In anyone's experience, when they want you to verify an old canceled debit card that's no longer in your possession, what are you supposed to do? I usually use chime, Apple Pay, Cash App, or Skrill for my online payments as well my main bank. Just depends where I have my funds sitting. 

Hello jeremie247,

First of all, welcome to LCB.

Please note that it is not unusual for casinos to request reverification after a large win, especially before higher-value withdrawals. It’s part of their KYC/anti-fraud checks. 

Please send your casino username/ID via private message, and we’ll forward your case to the Zula Casino representative for clarification. Please keep following this thread and update us with any changes on your side.

Thank you.

That's reassuring to hear thank you so much

Thank you for providing your casino username,  jeremie247. We will contact the casino rep and will let you know once we receive their response.

They just responded with this "To proceed, we kindly ask that you provide a bank statement or any official document that clearly shows proof of ownership for the card ending in xxxx" the issue is I no longer have that card and don't know what bank or app that belonged to. Of course everything is under my name but are they able to tell me what bank it come from? Or what all I used? Or even it was a digital card? All I have to go off is those 4 numbers. 

I have tried multiple times to send my id .. bank & address statement but it will not verify iv

Casino: Zula Casino

Case #: 3618

They are now investigating further into this card number and the transaction time. I've shown proof no transactions were made at that time. So there has to be an error somewhere. I can update with pictures here too. 

Hi jeremie247,

If the card in question is no longer in your possession and you're unsure which bank or platform it belonged to, it's important that you clearly explain this to the casino. Let them know that the card has been cancelled, etc. 

Also, if you haven’t done so already, it’s always a good idea to ask the casino if alternative documentation can be provided to verify your identity and payment history, such as a bank statement from your current account or another form of payment verification.

As already mentioned, casinos have the right to request documentation to verify account activity, especially after a large win, and if there are discrepancies or inability to verify certain payment methods, it may affect the withdrawal process. So it’s important to be as clear and cooperative as possible, but also to keep records of all your previous payment methods for future reference.

Please keep us updated.

Thank you.

Hello Rissa Keezer,

Can you please clarify what exactly happens when you try to verify your account? Is it a technical issue with uploading, or has the casino rejected your documents?

Also, have you contacted the casino's support team to ask why the verification isn’t going through?

It would be helpful if you could send us screenshots via private message.

Thank you for your cooperation.

The card in question was used on October 4-5th. During that day I had 3 transactions. To verify this I looked at my email and saw the 3 transactions. None of which were the card in question were used. I've sent screenshots. They replied back saying it's been escalated and they will contact when they get more information. In this case, can there possibly be an error on their end? Maybe on Skrills? Just want to know if you've seen this type of problem before. 

Ok I've asked so many times for the transaction details , amount date and exact time. They keep responding with "

Kindly provide us a proof of ownership for the card ending in xxx0445. This can be a photo of the card showing your name and the last four digits, or any official document that clearly links you to the card.

Once we receive the document, we’ll evaluate it and continue with the next steps in the process.

If you have any questions, feel free to contact us." what should I do? They aren't responding to my questions just keep sending the same exact email over and over. 

Hello jeremie247,

Thank you for the update. We have requested further explanation from the casino rep and will update you as soon as we receive their response.

Hello Jeremie, 

Thank you for reaching out and sharing your concerns. We have escalated your case to our dedicated team for further review, and they will be in touch through your support ticket with an update soon. We truly appreciate your patience and understanding.

Hello Rissa Keezer,

Thank you for bringing this to our attention. Our team will be reaching out to you shortly with more details to assist you with your verification process. We appreciate your patience and understanding as we work to resolve this for you.

They wouldn't even give me a specific transaction so I can prove I made the purchase. They can pick any and all transactions and I can prove it was me. But they refuse. Is there any help I can get here? All because I won a jackpot? 

Zula casino keeps giving me hard time with verification iv tried hundred times with beyond clear photos & id proof of address bank statement.. still can't get thru :( ugh please help 

Please iv tried a hundred times by now to get verified to withdraw my winnings it's been months & I keep resubmitting documents. Did everything how supposed to but keeps saying unable Please retry .. :( it's exhausting

Casino: Zula Casino

Case #: 3627

I'm having the same issue with the same company as referenced

I also have proof of every single transaction ever made with them. My email is linked to Zula. Therefore any purchase with them comes with an automated email of purchase. Regardless of what card was used. I can prove every single purchase from when I opened the account. What they are doing is completely wrong.

Hello Rissa Keezer,

Please see the rep's response above and update us on the progress.

Thank you.

Hello Reesh Mcdizzle,

First of all, welcome to LCB.

Could you please provide more details about the issue you are experiencing at the Zula Casino, so we can better understand and try to assist you? Also, please provide your casino ID via private message so that we can forward your case to the casino rep.

Thank you.

Hello jeremie247,

We’ve received a response from the casino that their Risk Management Department is upholding its decision, citing challenges in sufficiently validating the ownership of the credit card associated with your account. They’ve marked this decision as final, and you’ve been notified of the same on their side.

Since you’re unable to provide proof of ownership for that card, there’s unfortunately nothing further we can do at this time. We’ll therefore mark this case as resolved on our side.

Thank you for your understanding.

Hello Rissa Keezer,

Could you please update us on the progress of your case? Has the casino reached out to you?

Thank you.

Hello Reesh Mcdizzle,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message.

Thank you.

Since we never received your username we'll consider this complaint CLOSED due to the submitter's inactivity.

This isn't resolved. They gave me a card number that didn't match any physical card. The wouldn't even give me the transaction. This is what stealing is. This is fraud. This will not be swept under the rug. There is no understanding. I've spent thousands there. Just to get screwed when I win. 

Since we haven't heard back from the member, yet we have a response from the casino rep, we will consider Case #3618 resolved.

Since we haven't heard back from the member, we'll consider this case CLOSED due to the submitter's inactivity.

Dear jeremie247,

Given the anti-fraud nature of this case, the casino’s Risk team has stated that their decision is final and irreversible on their side. Because of that, unfortunately, there’s nothing further we can do, and the case will remain closed from our side.

If you feel wronged by their decision, you can consider filing a formal complaint with the licensor/ADR.

Thank you for your understanding.