Union Jackpots Casino - Player’s withdrawal is delayed for over six weeks.

I made a €25 deposit at Union Jackpots Casino and received a 500% welcome bonus (€150). Before making the deposit, the casino had already asked me to complete the account verification process, which I did successfully.

The bonus was credited automatically together with my deposit, without giving me the option to activate or decline it. I personally do not like casinos that automatically activate bonuses, but I continued playing.

After some wins, my balance reached around €600. Since the casino allowed it, I started using the Bonus Buy feature on slot games. Eventually, I purchased a €90 bonus on Big Bass Float My Boat, which resulted in a win of approximately €1,500.

I completed all the wagering requirements (around €3,200–€3,800, if I remember correctly). Once the wagering was finished, the casino allowed me to request a withdrawal, which confirmed that the bonus requirements had been completed successfully.

I had approximately €2,068 in my account and requested a withdrawal of €1,900 on June 2, 2026, at 11:54.

Today is July 15, 2026, and my withdrawal is still marked as "In Progress." Every time I contact customer support, they reply that I need to be patient because they are experiencing a high volume of withdrawal requests. However, I have been receiving the same response for more than six weeks, and nothing has changed.

At this point, I am very concerned. The withdrawal has neither been processed nor rejected, and I have not been asked to provide any additional documents. I would appreciate it if Casino Guru could help me resolve this issue or contact the casino on my behalf.

Thank you for your assistance.

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Dear riaslee,

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 fully understand the situation.

• Do I understand correctly that this is your first withdrawal?
• Are you using the same payment method for your withdrawal and deposit?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the delay in your withdrawal? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

You understand correctly, this is the first withdrawal I have made and the first deposit at this casino.

I definitely used the same payment and withdrawal method.

Dear riaslee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Thank you very much for the information and all the advice so far. I will be very happy if the issue is resolved without any problems and I receive my money.

Dear riaslee

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Union Jackpots Casino to join this discussion and provide their comments regarding the matter.

Dear Union Jackpots Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

riaslee

Thank you for the update. I really hope that the casino will consider joining the chat. I am also looking forward to their response to my email communication.

riaslee

Unfortunately, the casino has not responded to my attempts to engage them in resolving this complaint. Without the casino’s cooperation, my ability to further investigate or mediate the matter is significantly limited.

As a result, I will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that I was unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified by email accordingly.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am truly sorry that I could not be of more help on this occasion, and I appreciate your patience and cooperation throughout the process.

Regards,

Munya

Casino Guru