Zula Casino Withholds Winnings After Collecting Sensitive Information Internet

I have been attempting to verify my identity with Zula Casino since March 23, 2025, after winning through their daily free Sweeps Coins. Despite submitting all requested documents—including my valid state ID (front and back), a selfie holding my ID, a utility bill, and even my bank account information—the site continues to deny or delay verification, citing unreadable documents or vague “technical issues.”

At one point, the process actually completed successfully, and I was prompted to submit my bank details for withdrawal. That should’ve been the final step. However, I was soon told there had been a “technical issue” and I needed to restart everything from scratch. This same cycle has occurred multiple times, with me resubmitting the exact same information—information they already have. Why continue asking if you’re not going to actually review it?

Even more troubling, I’m not alone. A friend of mine had a nearly identical experience. She won over $100 and couldn’t get verified for months. Eventually, after giving up and playing out her winnings, she suddenly received an email saying she was verified. When she resumed playing and won $50 more, she was suddenly told she had to reverify again.

It seems that Zula Casino only lets a very limited number of people cash out—just enough to appear legitimate—and then stalls or denies the rest using repetitive excuses and AI-generated responses. Their verification process, supposedly handled by a third-party company (Jumio), is unreliable at best. To make it worse, customer support just keeps copying and pasting the same scripted responses while ignoring direct questions about what exactly failed or what documents were unreadable.

Zula Casino claims they do not support real money gambling, yet they allow users to buy virtual currency with real money, and advertise the ability to win and redeem for cash prizes. That means they are collecting highly sensitive personal information and tying it to real-world value, but then using technicalities and verification hurdles to avoid making good on their offers.

Desired Outcome:
I am requesting that Zula Casino immediately process my legitimate winnings and implement a transparent, fair, and functioning verification system. They should also be held accountable for the mishandling of customer information and potential abuse of their third-party verification provider. No one should be forced to submit sensitive documents again and again with no clear explanation or resolution.