The player from Germany faced significant delays with a withdrawal request from the casino. Although he had won 290 euros after wagering his initial deposit, the payout had not been processed within the promised three business days, and it had now been seven days since the request. After multiple communications and escalating frustration regarding the lack of updates and the eventual failure of the initial withdrawal attempt, the casino confirmed that the withdrawal had been completed and paid out. Unfortunately, the complaint was rejected due to the players unresponsiveness.
Jackpot Frenzy Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €290
Jackpot Frenzy Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Subject: Complaint Regarding Pending Withdrawal – Possible Irregularities
Dear Sir or Madam,
I wish to file a complaint against the online casino "ChatGPT Frenzy" due to significant issues with the withdrawal of my winnings.
On December 10, 2024, I deposited 180 euros in Bitcoin as a new user on the platform. Initially, I wanted to withdraw a portion (100 euros), but this was not possible according to the casino's terms, as the entire amount had to be wagered first. So, I decided to play the full deposit.
After wagering the 180 euros, I won 290 euros. It's important to note that I did not use any bonuses and only played with my own deposited money.
I then requested a withdrawal via Bitcoin on the same day, which according to the casino's conditions, should be processed within three business days. Therefore, the payout date should have been by Friday, December 13, 2024, at the latest.
Despite this waiting period, the withdrawal was not executed. I contacted support, and I was informed that withdrawals could not be processed over the weekend and that I would have to wait until Monday. However, on Monday, December 16, 2024, I still did not receive my withdrawal. Today, December 17, 2024, I am still waiting for my money – it's been seven days in total, even though only three were initially promised.
I am seriously concerned that this might be a case of fraud. My attempts to contact the casino have not yielded satisfactory answers or results so far.
My demand:
I demand that the casino promptly pays out my winnings of 290 euros and informs me why the payment has been so significantly delayed. If I do not receive a satisfactory response or my money, I will be compelled to take further actions, such as reporting the incident to the relevant authorities or posting negative reviews on relevant platforms.
Please take this matter seriously, as it jeopardizes both my trust in the casino and the entire gambling industry.
Sincerely,
Yasin A
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1 year ago
Dear Yasoli_hakimi,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
Translation
Ladies and Gentlemen
Thank you for your feedback. I understand that withdrawals can take time and I appreciate your efforts to clarify the process. However, I would like to point out that I have already taken all the necessary steps, including KYC verification and meeting the processing time stated in the casino terms.
My withdrawal was requested on December 10, 2024 and I was assured a processing time of three business days. Unfortunately, more than seven days have now passed without me receiving my money. According to your response, it can take up to 14 days - but this significantly exceeds the timeframes originally stated, which is very frustrating for me as a customer.
I therefore urgently request:
1. A clear timetable as to when I will receive my payout of 290 euros.
2. Proof that my account has been fully verified and there will be no further delays.
I remain willing to be patient and work with you, but expect a transparent and timely resolution. If the process is not completed within the 14 days you have specified, I will be forced to take further action.
Thank you for your support and a quick response.
Best regards
Yasin A
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11 months ago
Dear Yasoli_hakimi,
I appreciate your patience in this matter.
Could you please advise whether there was any update regarding your payout?
Please let me know about any developments regarding your payout since your last post.
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11 months ago
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Hello Thomas, no, no news yet, or rather I try to ask every day, but I get the same answer that I shouldn't worry and that the money will arrive. I've been waiting for 14 days!!
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11 months ago
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Hello Thomas,
No, no news at all, or rather I try to ask every day, but I get the same answer that I shouldn't worry and that the money will arrive. I've been waiting for 16 days!!
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11 months ago
Thank you very much, Yasoli_hakimi, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear Yasoli_hakimi,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Jackpot Frenzy Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Jackpot Frenzy Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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11 months ago
Translation
Hey Romi,
I requested a withdrawal of 290 euros via your platform on December 10, 2024. As of today, January 2, 2025, this withdrawal has not been received in my account, although a processing time of 3 working days was originally guaranteed.
I would like to stress at this point that I did not claim any bonuses and only played with my own deposited money. Therefore, there are no conditions or restrictions that should stand in the way of a withdrawal.
I have been informed several times that the request has been forwarded to the finance department, but unfortunately this has not led to any concrete results. I cannot understand these delays and they are very frustrating, especially since I am currently in a financially difficult situation and am dependent on the money.
Please help and contact Jackpot Frenzy as soon as possible.
I can't wait any longer and hope that they keep their word. 
Happy New Year and best wishes,
Yasin
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11 months ago
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Hello again, I just received an email from the site saying that the withdrawal failed for unknown reasons. I still don't understand why it's taking so long. I took a screenshot of it. I still have the money in my account balance and have now tried again to withdraw it to my bank account. Please contact the site so that it can be processed quickly. Thank you for your efforts.
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11 months ago
Dear all,
Thank you for your patience. Kindly be informed that we are checking with relevant department regarding the withdrawal and we would get back to you as soon as we have any news from them.
Best Regards
JackpotFrenzy Team
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11 months ago
Hello Team Jackpot Frenzy,
I understand that the finance department is delayed, but why wasn’t this communicated upfront? I was promised the payout in three days, yet it’s been three weeks. This makes no sense and has made me lose trust in you. I’m beginning to fear this is a scam.
If the money doesn’t arrive this week, I will report this to the gambling authorities and consider legal action. Please resolve this with the finance department as soon as possible.
To Team Casinoguru, please monitor this site, as it seems promises are not being kept.
Thank you, and have a good day.
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11 months ago
Dear Yasoli_hikimi,
We are happy to inform you that your withdrawal is complete and paid out on our side.
Best Regards
JackpotFrenzy Team
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11 months ago
Hello all.
Thank you, JackpotFrenzy Team, for confirming.
Dear Yasoli_hakimi,
We'll wait for your confirmation of receiving the money.
Regards,
Romi
