Hidden Jack Casino - Player believes that their withdrawal has been delayed.

"I am filing a complaint against Hidden Jack Casino regarding a delayed withdrawal of €8,000. My withdrawal request has been stuck in 'pending' status for over 10 days now. Every time I contact the live support, I receive automated responses about 'licensing requirements', but they refuse to provide a deadline. My account is fully verified (KYC) and no documents have been requested. I request Hidden Jack Casino to process my withdrawal immediately."

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Dear Manfred351,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please share a screenshot of your withdrawal history directly to this thread.
• Could you also provide more details about what the casino meant by 'licensing requirements'? Please provide a screenshot of this conversation and any replies regarding withdrawal delays.

Thank you in advance for your reply.

Dear Manfred351,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Manfred351,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean