The player from Germany is facing a payout delay from the casino. Despite initiating the withdrawal request on 5/5 and being promised a completion within 3 days, the funds have not yet been released. Multiple communications have resulted in assurances, but no action.
Jackpot Frenzy Casino - Delayed withdrawal creates frustration for player.
Amount: €500
Jackpot Frenzy Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
2d 16h 45m 41s
Case summary
4 days ago
Public
Public
1 week ago
Translation
The casino is not paying out my winnings, allegedly it is in the payout queue and this might take a while. I am constantly being put off even though I initiated the request on 5/5. Payouts take 3 days, but it's already been 5. I am supposed to be patient and they claim that they can see my payout being confirmed and that I will receive my money. I have written to them numerous times. I have the feeling they are just stringing me along. This is unacceptable..I am very upset.
Automatic translation:
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1 week ago
Dear Lenovozoo90,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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4 days ago
Dear Lenovozoo90,
Has the casino processed your withdrawals yet?
Has the money reached your bank account?
Casino Guru is examining the case
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