Jackpot Frenzy Casino - Pelaajan voitot viivästyvät.

The casino hasn't paid out my winnings for weeks. In the support chat, I get nothing but canned replies with empty promises. Meanwhile, my withdrawals remain in the same "Pending" status.

I have never made a withdrawal from this casino before, played in accordance with the casino's terms and conditions, and earned the winnings without using any bonuses.

Please help me get my money!

Das Casino zahlt meine Gewinne seit Wochen nicht aus. Im Support Chat erhalte ich nichts als vorgefertigte Antworten mit leeren Versprechungen. Meine Auszahlungen verharren derweil im selben Status „Pending".

Ich habe vorher noch nie eine Auszahlung in diesem Casino vorgenommen, in Einklang mit den AGB des Casinos gespielt und die Gewinne ohne die Nutzung von Boni erzielt.

Bitte helft mir an mein Geld zu kommen!

Dear MaxbetHunter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you more effectively, could you please provide some additional information by answering the following questions:

• Have you checked if there are any specific requirements or pending verifications that you need to complete for your withdrawal?
• What types of games did you play?
• When was the last time you communicated with customer support regarding the processing of your withdrawals?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Have you checked whether there are any special requirements or pending verifications you need to complete for your withdrawal? —> According to the screenshot I sent previously, you can see that there are no pending verification tasks. Please review the documents I'm sending next time before asking unnecessary questions—thanks.

What types of games did you play? —> Slot games permitted according to the casino's terms and conditions.

When was the last time you communicated with customer support regarding the processing of your withdrawals? —Yesterday, April 9, 2025.

Haben Sie geprüft, ob es besondere Anforderungen oder ausstehende Überprüfungen gibt, die Sie für Ihre Auszahlung durchführen müssen? —> Gemäß dem zuvor übersendeten Screenshot sehen Sie, dass es keine ausstehenden Verifizierungsaufgaben gibt. Gerne beim nächsten Mal die Dokumente, die ich mitsende, vor dem stellen von unnötigen Fragen ansehen - danke.

Welche Arten von Spielen haben Sie gespielt? —> Gem. Casino AGB erlaubte Slot Spiele.

Wann haben Sie das letzte Mal mit dem Kundensupport bezüglich der Bearbeitung Ihrer Auszahlungen kommuniziert? —Gestern, 09.04.2025.

Dear team,

I've been waiting in vain for my money for over two weeks now. The casino has clearly demonstrated its unwillingness to pay out winnings.

Can you please contact the casino now, otherwise nothing will happen - thank you!

Liebes Team,

ich warte nun seit über 2 Wochen vergeblich auf mein Geld. Damit hat das Casino seine nicht vorhandene Bereitschaft zur Auszahlung von Gewinnen eindrücklich bewiesen.

Könnt ihr das Casino nun bitte kontaktieren, ansonsten wird weiterhin nichts passieren - danke!

Thank you very much, MaxbetHunter, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear MaxbetHunter,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jackpot Frenzy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Just fyi: no need for verification according to the casino system. Common for this casino company, as I am already verified in many of their sister casinos. Screenshot is from today April 16th 2025 and it has been like this all the time.

fyi: I specifically drew the casino's attention to this CasinoGuru complaint and the missed payments of winnings.

In the reply, the casino promises payment and states that it has once again drawn the attention of the finance team to my outstanding withdrawals (which would be about the tenth time they have been reminded of them, but never mind...).

I hereby predict exactly what will happen: Jackpotfrenzy Casino will still not respond to this complaint and will not pay out my money, of course.

Hopefully CasinoGuru will rapidly lower the very high ranking of this casino, which I cannot understand in any way, after this complaint has been unsuccessfully closed!

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.

The casino has begun paying out winnings. €1,500/€3,000 has been paid out. €1,500 has not yet been paid out.

Das Casino hat mit der Auszahlung der Gewinne begonnen. Es wurden 1.500/3.000€ ausbezahlt. 1.500€ sind noch nicht ausbezahlt.

There are still €1,500 of €3,000 unpaid and the casino continues not to respond to this complaint.

Es sind immer noch 1.500 von 3.000 € nicht bezahlt und das Casino antwortet weiterhin nicht auf diese Beschwerde.

For the record: the casino did not manage to reply to this complaint over a timeframe of two weeks, although their response time was extended by casinoguru by 7 more days after they failed to reply for a whole week.

That says everything about their customer service other players need to know before making their decision to play in this casino.

Dear MaxbetHunter,

can you confirm that you have received all of your funds?

Yes! Many thanks for your help!

Dear MaxbetHunter,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru