Union Jackpots Casino - Player's withdrawal is delayed for 58 days.

Hello AskGamblers team,

I am submitting an official complaint against UnionJackpots regarding a total delay of 58 days in receiving my €100 withdrawal.

I initially requested a withdrawal which the casino kept pending for 55 days. Because they refused to process it, their support team instructed me to cancel it and request it again via an alternative method. I created the new request 3 days ago, and it is still stuck on 'Pending'.

The casino is trying to reset the official waiting time to 3 days, completely ignoring the fact that they have been holding my funds for 55 days in total. Holding a player's money for nearly two months under the excuse of 'standard procedures' is a massive violation of fair gaming.

My account is fully verified. I request UnionJackpots to immediately approve my current €100 request without any further delays.

Thank you.

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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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Criskat13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Attila,

Today is August 15, and the casino's official 15-working-day deadline has officially expired. My withdrawal status is still stuck on 'In Progress' and no funds have arrived in my bank account.

The casino has officially breached its own terms. I request your immediate intervention to pressure them for my €100 withdrawal. Thank you.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Hello Attila,

I apologize for the oversight. Here are the direct answers to your 3 essential questions so we can proceed with the case:

1. Previous Withdrawals: No, I have never made any successful withdrawals before. This is my very first attempt.

2. Bonus: I accumulated all my winnings WITHOUT any active bonus. It is 100% clean cash from my direct deposit.

3. Communication & Evidence: As I mentioned, the casino has delayed my funds for 79 days in total since June 2nd. 

Furthermore, I have discovered a severe breach of contract. Their official Terms & Conditions (Section 1.3.1) state a maximum 48-hour pending time. When I confronted them in live chat, agent Fiona explicitly admitted in writing that their "15-21 working days" excuse is NOT written anywhere in their terms. Right after, agent Zoe stated that it takes 7 to 21 working days. 

I have already forwarded the full email and screenshot proof of these confessions to your email (attila.g@casino.guru). Please review my email as it contains undeniable evidence of their fraudulent delaying tactics.

Thank you for your assistance, I am looking forward to your intervention.

Hello Criskat13,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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,

Attila

Dear Criskat13

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.