RESOLVED: Zula Casino Makes Bank Verification Extremely Slow and Difficult

Hi 

On 6/26, I submitted my bank (savings account) information for verification, but Zula Casino declined it, stating that the name I registered with was different from my legal name due to using Google login to create the account. They did not warn about this issue during the signup process. I responded, asking if there was a way to fix it, and they instructed me to resubmit my KYC information, which I did on 6/28.

ON 6/28: re-submitting all KYC docs again. Documents Provided: Driver License, Bank Statements, and "Letter of Proof" from my bank

On 6/29, they requested a more detailed letter that included my bank account number. I went to the bank, obtained a "Letter of Proof," and submitted the additional document.

On 7/22, after being unresponsive for three weeks, I asked for an update on the verification. They replied, stating that they needed additional documents for KYC. Here's what they said.

-------------------------------------------------------------------------------------

Thank you for submitting your document.

However,  the bank letter shows your general account number. We need to confirm the bank account number for the specific bank account type you provided in your KYC application.

Please provide a supporting document that will show the complete bank account number under the The Golden 1 Credit Union account ending in xxxxxx.

You may send a voided check, bank letter, direct deposit form, etc.

-------------------------------------------------------------------------------------

I don't understand what they really need. I already provided a bank letter to them, and they asked for a bank letter again. My account is a saving account, there is no voided check, bank letter(provided), direct deposit form(online credit union, not sure how to obtain that.) I think they just want to make me giving up on my winning. 

I will provide Zula's account number and name once the mod looking into this.

Appreciate for the helps.

Hello Basics8245,

First of all, welcome to LCB!

Have you tried contacting your bank again? Maybe they can help you obtain the required documents. Also, since your account is a savings account and certain documents are not applicable, you might ask the casino support if there is an alternative way to verify your savings account.

If you would like us to assist you and contact the casino representative please send us your credentials via PM.

Hi JovanaV,

Thanks for the reply. The bank offered me a "Letter of Proof", which has my full name, address, account number, and date of issue there. Zula should know that is a saving account because I already provided the bank statements to them. However, Zula keeps asking more additional documents.

Dear Basics8245,

Thank you for providing us with your casino credentials. Please note that we don't have this brand listed, but we will try to reach out to them and inquire further about your case.

Keep you updated on this thread. 

got an update from Zula. They declined my bank verification. 

Here is the response.

----------------------------------------------------------------------------------------

Thank you for the clarification and we apologize for the inconvenience that this may have caused you. Unfortunately, we must inform you that the KYC account verification process cannot proceed. The bank account number provided in the KYC application appears to be slightly different from the one in the document you provided.

Regrettably, we have had to reject the application. We kindly request that you submit a new request at your earliest convenience.

For future submissions, please ensure to double-check all information before completing your application. We are unable to modify registered details in the system for security reasons.

To initiate a new request, click the three horizontal lines at the top right corner of the page. A dropdown menu will appear; select the "Redeem" option and complete the required information.

---------------------------------------------------------------------------------------

I replied to them what is the slight different that they see.

Dear Basics8245,

Thank you for the update. Please keep us posted if there is any progress.

Hello Basics8245,

Any updates on your case? Did you manage to verify your account?

Hi JovanaV,

I resubmited the verification the 3rd time, and Zula approved my verification within a day. I am not sure because I am escalated the issue here.

After the verification, I immediately submit to withdraw my winning. It looks like there is another level of approval required. I still feel Zula will continue delay the whole process, and I will update more once the winning hit my bank account.

Dear Basics8245,

Glad to hear that! Please keep us updated on the progress.

update: Finally, money posted in my bank account this morning. 

Dear Basics8245,

Great news! Thank you for letting us know. 

We will now mark this complaint as resolved.