Jackpot Village Casino - Pelaajan kotiuttaminen viivästyy ja tili on lukittu.

I have recently made withdrawals with Jackpot village of £4100 of which I queried when will it be paid out as it has been four days already for them to turn around and say it’s in review and now my account has been locked. Can you please tell me where I stand on how to go about getting this money that I won fair and square surely it’s against the law to do something like that to somebody can somebody please help me please as I really need it much appreciation if anybody can help by pointing in the right direction? Thank you

Dear wandererwelsh,

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?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the review and locked account.? Send emails or chat transcripts to my email at dominika.l@casino.guru, or 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,

Dominika

Thank you for your response. Yes I had made two separate withdrawals just 4 weeks ago both of which were successful and paid out. Passed the KYC verification process weeks ago. I was playing with my own credited funds no bonus. They had confirmed the withdrawals and when I asked for an update they locked my account. I have attached the screenshots in the conversation with the agents below…

more to follow…. As I’ve had another email from them stating they have cancelled my withdrawal that already had been processed and confiscated it surely this is not allowed? I can’t get into my account to see what been credited back but useless to me if I can’t log on to withdraw my money and then I don’t have any clue if they have the right to do this?

Some of my screenshots won’t load so I’m going to try to send them via email. I’ve got proof of emails too.

Dear wandererwelsh, I have not received any emails from you.

Could you please confirm if the casino specified the reason for blocking your account?

Could you please send me all the communication you’ve had with the casino regarding the blocked account and the confiscation of your winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Even though you received information that your withdrawal was canceled, have you by any chance received the money?

Dear wandererwelsh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.