Jack21 Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

Hallo, dass Casino macht seit 14 Tagen keine Verifizierung und daher auch nicht die Auszahlung. Auf Mails kommt keine Antwort und der Live Chat sendet mir immer nur eine Mail Info das ich an das Casino schicken soll.

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Have you been advised what exactly seems to be a problem in verifying your account?

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

Best regards,

Petronela 

Hallo, keine Information vom Casino und die Auszahlung ist dadurch auch nicht gemacht worden!!!

Thank you very much, Michael, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Michael,

I looked at your complaint and will do my best to help you. I would like to invite Jack21 Casino into this conversation. Can you specify where is the problem with the player’s verification process, please?

Hi Casino Guru, dieses Casino ist keinem zu empfehlen!!! Es Storniert ohne Angabe von Gründen die Auszahlungen und gibt auch keine Information per Mail an mich weiter!!! Erst bei zufälliger Nachschau habe ich dieses gesehen und der Live Chat argumentierte es das es auf die VISA keine Auszahlungen geben würde. Es war aber meine Einzahlungsmethode und auch die einzige. Also bitte Finger weg von solchen Unseriösen Casino Jack21.

Hi Michael,

Thank you for your feedback. I had my team look into it and it appears that you passed your KYC the day you submitted the complaint , 12th Jan.

Following that i see that the first card transaction failed and on the 15th Jan, you were requested to change it to a bank transfer methods. Which as I see you did on the 16th Jan. Your payment will be processed today. Please allow for 3-5 working days.

Thanks,

Jack21

Dear Michael,

I'll set the timer to 7 days, please let me know when you'll receive your winnings.

Hallo Casino Guru, dass ist die Information des Casino!!!! Das ist absolut eine Frechheit dieses Casino!!! Die haben wahrscheinlich kein Geld und warten immer wieder nur auf Einzahlungen von Kunden!!! Hände weg von Casino Jack21!!

Hello Michael,

We apologize for the delay in processing your withdrawal request.

Our finance department needs more time to get your withdrawal processed.

They will reply you by email as soon as the withdrawal request has been processed.

Sincerely,

Jack 21 casino Cashier

Dear Jack21 Casino,

can you explain what is going on? According to your last comment the payment went out at 16th of January and player should receive it up to 5 working days.

Hello,

In the previous statement I said that the player had initiated the withdrawal on the 16th and was approved on the 18th by us and was sent out for processing as stated above.

It is at this point the cashier will set out to process the request.

Thanks,

Jack21

Michael, please wait few more days and update me when you'll receive your winnings.

Hallo Casino Guru, das Casino hat mir geschrieben das es noch etwas dauert wegen Überlastung der vielen Arbeit und Auszahlungen!!! Dieses Casino ist ein Zombie Casino 🙁

Hello Michael,

We apologize for the delay in processing your withdrawal request.

Our finance department needs more time to get your withdrawal processed.

They will reply you by email as soon as the withdrawal request has been processed.

Sincerely,

Jack 21 casino Cashier

Dear Casino,

please state when will be the player's withdrawal processed.

As stated above the payment was sent out by us on the 18th and would have been gone out 19th latest!

Guten Morgen, habe schon an Jack21 geschrieben, das Geld ist noch nicht auf meinem Konto. Danke

Dear Casino,

please provide some relevant evidence that payment was sent out. My email: viliam.v@casino.guru.

Assuming it went out in the afternoon on the 19th please allow for one more day. Meantime I will verify the status of the transaction, however i can confidently state that the transaction has gone out form our side.

Thanks,

Jack21

Hallo Casino Guru, bis jetzt ist nichts gekommen!! Dieses Casino ist ein Zombie Casino!!!!!!!

Dear Michael,

Casino provided a statement that they released payment on 20.1.2021. Please, check your bank account once again and let me know if you have received the money. It could take few days but you should receive your winnings.

Hallo Casino Guru! Meine Bank hat Nachforschung gemacht un heute ist der Gewinn gekommen. Das Geld wurde nicht wie in der Bestätigung von Jack21 an mich Überwiesen, die SEPA Zahlung dauert in der EU 1-2 Tage. Diese Bestätigung von Jack21 war eine Lüge und ist falsch. Zombie Casino dieses Jack21!!!!! Danke

Dear Michael,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru