The player from the United Kingdom experienced significant delays in withdrawing winnings of £625 from an online casino after completing a lengthy verification process. Although the withdrawal was approved, he had not received it after 10 business days and had faced poor customer service while trying to resolve the issue. He also had an additional withdrawal of £500 pending for 6 days. The issue was resolved after the Complaints Team intervened and communicated with the casino on his behalf, leading to the player marking the complaint as resolved.
MrJones Casino - Player's withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: £625
MrJones Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Hi, I used this online casino and made deposits of of nearly £1000. On one night inparticular I put in £500 over a few transactions. I didn’t win from this, however I qualified for the cash back bonus which was 5% so they credited my account with £25. I then played with this on one of there slots where I ended up winning £856.45. I then had to go through a very lengthy ordeal with countless documents to verify my account which was successful in the end. After this I tried to withdraw £850. A couple of days after they removed £231.45 from my win so I asked why. They told me that because I won it from my cash back bonus I’m only allowed to win 25x of that ( I checked the terms and conditions and it does say this)
I then withdraw the £625 which was approved a day later the 25th September. Was told it takes 3-10 business days. I have been contacting this company for the past week as I had suspicions they weren’t legit and have read a few bad reviews about them. No one can give me information on my withdrawal they just send me around in circles and telling me ‘ thank you for your patience’ it has now been 10 business days and they say they can’t tell me when I will recieve it and one of the people on the online chat said that it’s still being checked? I won this money 3 weeks ago now.
I have also deposited more money and tried to withdraw a further £500. This amount has just been pending now for 6 days. They are meant to process withdrawals on Tuesdays and Fridays.
there customer service team are very abrupt and rude and frankly unhelpful. I have tried emailing there casino support but they don’t reply. Is there anything you can do to help.
many thanks josh
i can send more photos if required
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2 months ago
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Have you achieved 500 GBP in winnings with the help of a bonus?
- When was the last time you were in contact with casino support or live chat?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
The only bonus I have used is a cash back bonus of £25 because I deposited £500.
the last time I was in contact with them was yesterday.
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2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([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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2 months ago
My name is Jana,
and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact MrJones Casino outside this complaint thread and let you know any new information once I receive it.
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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 JoshB27,
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,
Jana
