JackMillion Casino - Withdrawal of player's winnings has been delayed.

I requested a withdrawal just a week ago and it's still in the requested status, when it should have been processed on Friday and the deposit arrived yesterday like other times I've withdrawn money.

When talking to the chat, they tell me that management has frozen my withdrawals and that they cannot give me more information, and talking to management is impossible, write them an email and they will try to send it to you.

I don't understand why they have frozen my withdrawals and they keep letting me enter the account and every day they send me promotions so that I can make deposits. Why am I going to make deposits if I can't withdraw? I hope they give me a quick answer, because it is not normal, and I do not have a bad opinion of the casino, but what they are doing to me is not normal.

Dear carlos_gonz1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account has been verified for a few weeks now, I have made several withdrawals and after 6 days the deposit was in the bank, so it is not normal that this is happening now.

I want an explanation from them, it is not because the bank takes longer or not, it is because they have frozen my withdrawals and they do not process them and they send me promotions every day so that I play more when they have the frozen withdrawals.

So you owe me an explanation

Thank you very much for your reply, carlos_gonz1. When exactly did you receive your last successful withdrawal? Have you always used the same withdrawal method?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The last successful withdrawal was received on December 5 after having requested it on November 29, in normal terms that they always meet.

I have always used the same method that is bank transfer.

Yesterday I spoke to the chat and they told me to send an email to receive information, in the email they answered me to contact the chat today to give me information, I just contacted the chat and they tell me the same thing again, that my withdrawals are frozen By decision of management and that they cannot give me more information and that they send an email again, that I have already done it again, but it will not be of any use to me.

Thank you very much, carlos_gonz1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay, thanks. After 14 days from the withdrawal request, I still haven't received any information from them. When I talk to them, they tell me that they can't tell me anything and the money still hasn't arrived.

Hello carlos_gonz1

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite JackMillion Casino to join the conversation.

Dear JackMillion Casino

Can you please provide some information regarding the player's withdrawal delay?

Thank you for raising this with our casino. We treat such concerns with the utmost care. Below please find our findings.

Regarding the player carlos_gonz1

The withdrawal was on hold due to an investigation for suspicious activity, also the player had multiple accounts with us, which is not allowed as per our terms and conditions.

The player was advised prior account closure about terms and conditions which clearly specify that in case we find a duplicate account of the same user, we reserve the right to close all accounts.

After carrying out our investigation the player’s main account remained open, the balance remained intact, the one with less activity remained closed and withdrawal is now processed for the player. The player needs to wait for the funds to arrive in his bank account, but the transfer was made yesterday 21st of December.

I would like to point out that we had the right to close the account and even stop the withdrawal as per the terms and conditions, but as a gesture of goodwill, we decided to leave the main account open and restore all previous benefits as usual.

Should you need any additional information, please let us know. We are very happy to assist. 

Jack Million Casino Team

If this is how you say and the withdrawal has already been processed, I ask casino guru to consider the complaint resolved.

The only thing I wanted is to know why the withdrawals were frozen, but I have spoken to them for several days and they have not given me an answer until now that you have answered me.

I have nothing to reproach, it's my fault for creating two accounts, I created one a long time ago and when I created the second one I forgot that I already had one with you.

For the rest, thanks for keeping my account open and having unfrozen the withdrawals, also for answering me here.

I already saw that the withdrawal has been processed since yesterday.

They can consider the complaint resolved.

Thanks again to casinoguru for his great work.

Thanks also to Jackmillion and sorry for the inconvenience.

Great news, carlos_gonz1. I'm glad to hear that you successfully received your winnings.

To avoid situations like this in the future I kindly advise double-checking with the casino support if you have already registered in the specific casino, because in most casinos the user is allowed to have only one account and if multi-accounting is detected, this is in direct breach of the casino's terms and conditions and the casinos are entitled to forfeit the funds from such accounts.

I would like to thank JackMillion Casino for their fair approach.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal