The player from Malaysia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Jackpot Capital Casino - Withdrawal of player's winnings has been delayed.
Amount: 180 RM
Jackpot Capital Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
Jackpot Capital Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
I have Submitted all needed documents on 14th August ,I emailed them some of the documents twice since they ask,and today they emailed again for a proper high resolution id photo..they are keeping dragging the time...the same documents I updated to another casino and they approved it after 9 days..
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2 years ago
Dear Sarra90,
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
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2 years ago
Hi Kristina..no I haven't received,and I don't know my verification status they never update
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2 years ago
I had emailed them documents needed for verification but till now they still review it
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2 years ago
Thank you for your reply, Sarra90. Could you please advise which documents have you provided so far? Would you be so kind as to 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.
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2 years ago
I'm verified and done withdrawal today and is on process..once the payment is in my account I will inform tq casino guru
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2 years ago
I am happy to hear that your account has finally been verified. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
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2 years ago
I have received my payout today from JACKPOT CAPITAL.EU..THANKS MUCH APPRECIATED..I attach the payout email as proof,THANKS TO CASINO GURU FOR OPEN THIS CASE
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2 years ago
Awesome news, Sarra90. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
