Jackpot Frenzy Casino - Withdrawal of player's winnings has been delayed.

I made a win of € 5500 on April 14th Monday ... In the evening I make the first withdrawal of € 500 on Tuesday 15th I make another on Wednesday 16th another one and there are three in the queue no more than you ..... Today Monday April 21st I have not been sent anything sent email to support speak with live chat nothing they always say 3 5 working days today is the 5th working day of the first withdrawal and still nothing who can help me? Thanks in advance

Dear pierodadamo97,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you very much I hope we resolve this situation as soon as possible if I have the bank transfer I will let you know but today Wednesday 23 still nothing thanks we will update each other

Dear pierodadamo97,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello good evening as reiterated and from day 14 that I made the first withdrawal day 15 I made another day 16 another one as per the law the jackpot frenzy site you can only make three withdrawals but still today day 28 I have not received any transfer..... And from day 14 that is under verification I am waiting for positive news thanks

Good morning, is there any news on this?

Dear pierodadamo97,

If your withdrawal request has been canceled, we recommend submitting a new request and allowing up to 14 days for it to be processed again.

If you’re certain that all the payment details provided were correct but the transaction was still rejected, we suggest trying a different payment method for the withdrawal.

Please keep us informed of any updates or if you encounter further issues.

Best regards,

Nick

Hi Nik good morning as soon as they sent me the email on April 29th saying that the payment was rejected by my bank I called the post office because I have the Postepay Evolution but they say that nothing abnormal appears... Now I don't know what to do..... I await your news

Good morning Nik today May 8th and from April 14th to April 29th they refused my payments due to their mistake...... On April 29th I make the other withdrawals today May 8th not a leaf moves no transfer no credit.... It seems like a scam to me.... Now it's been almost a month and I still haven't withdrawn anything at all

Dear pierodadamo97,

As advised above, if you have requested a new withdrawal, you have to wait 14 days again.

If your withdrawal will get canceled again, I would advise to try a different payment method.

Regards,

Nick

14 days ago 14 days now... Now a year goes by and I still can't withdraw my winnings..... I changed the payment method but it's still the same.... I'd say wait another 14 days.....

second attempt and second email with rejection.... What more do I have to wait? A month and a day have passed

Thank you pierodadamo97 for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear pierodadamo97,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackpot Frenzy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

It all seems like a hoax to me..... I don't understand anything anymore. The fact is that I even went to open a bank account just for them and I requested a withdrawal with the new card on Wednesday..... If I don't receive the credit by Monday of next week I have no more hope for anything.... I repeat that on Wednesday 14th May I went to the bank just to open an account for them..... We'll see next week if next week I don't receive anything I have no more hope

I hope to have concrete answers thank you very much

I would like to inform you with great excitement that the first withdrawal has been completed🙏

Good morning second withdrawal completed 🙏

Dear pierodadamo97,

what is the current pending balance?

Good morning pending this about 3500 yesterday I completed the third withdrawal this morning I received the transfer of the first withdrawal it seems that everything is proceeding positively thanks 🙏...

It was definitely my card... As soon as I made the first withdrawals with another type of card everything seemed to be going normally.

Dear pierodadamo97,

thank you for updating us. Please let us know when you receive your funds.

Dear pierodadamo97,

what is the current disputed amount? Have you received the disputed amount?

I can only make three withdrawals at a time of a maximum of €500 at a time. Today I received the first transfer. After three days they confirmed the verification and after another two days I received the credit on my account.

Dear pierodadamo97,

I understand but your disputed amount was at the beginning €500. Have you received such amount?

Yes exactly.

Dear all

Thank you for your patience.

We would like to kindly clarify that in order for the customer to continue with the withdrawals he would have to verify his gaming account first.

In order for us to verify his gaming account we would need the following documents:

• ID/Selfie
• Bank statement of April and May showing deposits and all transactions
• selfie holding ID AOS( visible on the background the website)

Customer is also able to see the requested docs in his gaming account verification tab.

We hope this clarify the situation for your.

Best Regards

JackpotFrenzy Team

Dear Jackpot Frenzy Casino,

thank you for your reply.

Dear pierodadamo97,

As per the casino's request, please submit the required documentation. KYC is essential for verifying your identity and ensuring funds are sent to the correct owner, as online casinos lack in-person verification.

Kindly confirm us f the paperwork has been submitted.

Good morning while my account until last week was in perfect verification with withdrawals completed this week I made three more withdrawals and they are blocked the situation repeats itself...

They took away my account verification for no reason and now more than 24 hours have passed without any approval of the documentation sent.. I'm blocked again.... But is it possible to do this???

Dear Jackpot Frenzy Casino,

can you please state what is the reason of blocking the player´s account?

Up until last week everything was fine, they sent me the first three samples perfectly

This week I made three more withdrawals and they magically turned out to be blocked for account verification strangely enough

With holy patience yesterday morning I sent all the documentation both via website and via email but still today more than 24 hours have passed since the verification no one is alive..... Strange case

I still don't understand the reason.... I repeat that since April 14th I've been trying to withdraw a sum of 5,500 euros and I've only managed to withdraw 1380 euros and with this verification block I don't know what to do anymore, honestly help me

motivation? I don't understand anything.....still without a verification and with the withdrawals blocked.....😤

I also show you sent via email... But without response.....

Dear all,

Upon reviewing the account, we were able to verify that the correct documentation was received, and the relevant department has proceeded with the verification of pierodadamo97's account. The account is now verified.

We hope this helps clarify this matter for you.

Best Regards,

Jackpot Frenzy Casino Team.

Dear pierodadamo97,

what is the current pending balance? Have you received funds since the last communication?

Good morning just two..... The third is still under verification from May 20th think about it........ Then that another 300 euros pending balance

Dear pierodadamo97,

thank you for the update.

Dear Jackpot Frenzy Casino,

when will the player receive his pending withdrawal?

Dear all

Kindly be informed that the withdrawals the customer refer to are complete and paid out on our side.

Best Regards

JackpotFrenzy Team

Hello good morning yes I confirm with jackpot frenzy they were credited this morning thank you very much 👍🙏

Dear pierodadamo97,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru