The player from Germany had been waiting for his winnings for nearly four months, receiving the same excuses repeatedly. His payout was canceled once, requiring him to restart the payout process, which then took 7-21 working days. The Complaints Team had attempted to mediate with the casino but found that it had a history of ignoring complaints, leading to the decision to close the case as unresolved. As a result, the overall rating of the casino was affected, which may have influenced future interactions with the casino.
Spicy Jackpots Casino - Player's payout has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 147
Amount: €1,500
Spicy Jackpots Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Translation
Hello, I've been waiting for my winnings for almost four months and every time I have to read through excuses that I already know by heart. They've even canceled the payout once so I have to start all over again with the 7-21 working days, with no way of getting a quick payout.
Best regards, Ingo
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spicy Jackpots Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share a screenshot of your withdrawal request?
- Have you made any successful withdrawals before using the same payment method?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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,
Natalia
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5 months ago
TranslationHello, yes, I have won a few times there, but always only small amounts, which then came within 6-10 days. As you can see from the attachment, the payout of winnings has been cancelled several times due to an alleged system error and I should be patient because checking whether I have played incorrectly takes time, sorry, 4 months is ridiculous.
And yes, I passed the KYC verification at this casino years ago.
I achieved the winnings with the bonus and fulfilled them in full; otherwise it would not have been possible to withdraw the money. After the casino canceled the game, I continued playing with the winnings and even won, all without a bonus. 
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5 months ago
Dear player,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice, as it appears to be a common practice for Spicy Jackpots Casino to ignore our attempts to mediate any issues completely. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have been unsuccessful as the complaints have grown in number. We strictly recommend staying away from Spicy Jackpots Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Kind regards,
Natalia
