The player from Germany attempted to withdraw €2,279 from his Jackpoty Casino account but faced issues as the casino refused to process the withdrawal to Neteller, the initial deposit method. Despite completing the verification process and providing proof that his Neteller account was linked to the credit card, he sought assistance to resolve the matter. The Complaints Team facilitated the resolution by confirming the player's account verification and ensuring that he could request withdrawals. Ultimately, the player successfully submitted a withdrawal request for €750, which was processed by the casino, leading to the complaint being marked as resolved.
Jackpoty Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €2,279
Jackpoty Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Hello dear Casino Guru Team,
I have €2,279 in my Jackpoty Casino player account. I originally deposited using my Neteller credit card. Now the casino is refusing to withdraw to Neteller because I'm not using the same withdrawal method I used to deposit. I would like to withdraw to the credit card, but Jackpoty doesn't offer this withdrawal option. The verification process is already complete, and I even sent the casino proof that my Neteller account is linked to the Neteller credit card.
Could you please help me in this case so that Jackpoty allows me to make the withdrawal to my Neteller account?
Thanks!
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2 months ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Olli9292,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.
- Have you ever made a withdrawal at this casino?
- Could you please advise if you have been informed about any alternative methods to withdraw your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
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2 months ago
Translation
Hello Petra,
The withdrawal method "Neteller" is generally available in the Jackpoty withdrawal section. Unfortunately, my withdrawal requests are rejected with the message that I selected a different deposit method (Neteller credit card).
Regarding your questions:
I have not previously made a withdrawal from this casino.
The only withdrawal method offered to me by the casino chat was "bank transfer." However, my bank categorically refuses withdrawals from online casinos; I've had problems with them before. Therefore, I cannot use the "bank transfer" withdrawal method. The casino is not offering me any alternative.
Could you please help me with this?
Thank you very much and best regards!
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2 months ago
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Hello,
My Jackpoty Casino account was permanently closed today, citing internal policies, even though I'm verified and have submitted all the required documents. Please help me get my winnings paid out, or at least my initial deposit (€280).
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2 months ago
Translation
Hello,
My player account was closed today, citing "internal guidelines." Even after inquiring, no further explanation was given for the closure.
Please help me get my winnings paid out or at least my deposits (€280) refunded.
Thanks!
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2 months ago
Hello Olli9292
I would like to describe you the situation in more details.
You have made your first deposit using a payment method different from the one that you wished to receive your funds with and because that wouldn't be possible, our team advised you to change the withdrawal method and with that, documents for verification were requested.
Once your documents were attached and your account was verified, the last withdrawal was canceled because of the daily withdrawal limit that you exceeded.
Please keep in mind that you have made a second deposit with a different payment method, which also needs to be verified in order to proceed with a successful withdrawal and after that, you may request withdrawals upon your daily withdrawal limit.
Regarding what you mention about your account being closed, please keep in mind that it is not entirely closed but your access is restricted with you being able to log into it and request withdrawals.
Please, have in mind that this decision is entirely administrative, but we wouldn't block you from receiving your winnings, contrariwise we will assist you with every step until you receive your won amount.
Best regards,
Jackpoty Casino
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2 months ago
Translation
Hello Jackpoty Casino,
I have just uploaded a document (Neteller transaction statement) to the verification section of your casino to verify my second deposit method (Neteller). Please complete the verification process as soon as possible.
Also, another question: What is my daily withdrawal limit?
I hope the verification process goes smoothly and I can then withdraw my balance.
Best regards!
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2 months ago
Hello Olli9292,
Thank you for your kind cooperation!
I am happy to let you know that your account is now verified, and you are able to request withdrawal transactions in order to receive your amount.
Please keep in mind that, based on your VIP level, currently your daily withdrawal limit is 750 EUR.
If you need assistance with anything else, you can always contact our support team at [email protected]
Kind regards,
Jackpoty Casino
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2 months ago
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Hello Jackpoty Casino,
Thank you very much for the quick verification.
I have now submitted a withdrawal request for 750 EUR and hope that it will be processed as soon as possible.
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2 months ago
Hello Olli9292,
I am happy to let you know that your withdrawal has been processed and you can continue requesting your daily withdrawal amount.
Kind regards,
Jackpoty Casino
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2 months ago
Hello,
I would like to thank both parties for the pleasant communication.
To clarify the case:
- Has the player already received the first withdrawal to his account?
- What is the player’s current active balance?
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Olli9292,
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,
Petra
