MrJones Casino - Player's withdrawal is delayed and repeatedly declined.

i requested a withdrawal on the 13th October, it was declined the next day as the withdrawal method didn’t match my deposit method, I deposited via a bank card but this wasn’t a withdrawal option I could select so did opted for bank transfer, I informed the live chat and was given an email address the ‘casino manager’ on this forum so emailed them as well, the live chat agreed this wasn’t an option for me after I provided screenshots as proof, and told me the finance team was aware of

this for when they came to process it, I then proceeded to wait 11 days for it only to be canceled again for the exact same reason.

the live chat just says I need to wait and the casino manager email takes ages to reply and just repeats the same message that my withdrawal must match deposit and provides no solutions etc for that not being an option for me.

i am fully verified after providing all the necessary documents.

i have no been waiting 2 weeks for my withdrawal and am very concerned my withdrawal request via bank transfer will just be cancelled again, I’m going round in circles with no progression.

I’ve attached a screenshot showing my withdrawal options and bank card is not option for me

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Dear inf3rnocbv,

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.

• Could you please advise if you have been informed about any alternative methods to withdraw your winnings?
• Was your account verified successfully in the past?

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

Veronika

They are aware that the withdrawal option isn’t available for and tell me the finance team are aware of it and that bank transfer will be ok in this situation, but then they just cancel it and say the same thing, I was verified about a week before I was trying to withdrawal

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

Dear inf3rnocbv,

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,

Veronika