The player from Germany faced a payout delay from the casino. Despite initiating the withdrawal request on 5/5 and being promised a completion within 3 days, the funds were not released. Multiple communications resulted in assurances, but no action was taken. After several weeks of back-and-forth and repeated document submissions, the casino finally completed the verification process and processed the withdrawals. The player confirmed receipt of all pending payments, and the complaint was marked as resolved.
Jackpot Frenzy Casino - Delayed withdrawal creates frustration for player.
Amount: €500
Jackpot Frenzy Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
6 months 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:
Public
Public
6 months 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
Public
Public
6 months ago
Dear Lenovozoo90,
Has the casino processed your withdrawals yet?
Has the money reached your bank account?
Public
Public
6 months ago
Translation
Hello !!
No, I am in contact every day
I have uploaded everything,
My withdrawals fail...Now when I request them again I have to wait again
That just can't be it!!! 
I also sent everything via email because it wasn't confirmed online and now I have to start a payout again!!
Now I'm waiting for my verification ..
Now I'm writing again with the chat,
That is so cheeky
Edited
Automatic translation:
Public
Public
5 months ago
Do I understand correctly you previously submitted verification documents via email?
When did you upload your documents, and when did you send them via email, please?
Did the casino explain why your payout was canceled?
Public
Public
5 months ago
Translation
I'm always in touch and I constantly have to upload something...I've had enough of it.
I did everything, even sent everything via email...apparently they still need the documents and the...documents!
Now I don't even get an answer by email...I just want my money after almost a month!
Automatic translation:
Public
Public
5 months ago
Thank you very much, Lenovozoo90, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Public
Public
5 months ago
Hi Lenovozoo90,
I've just reviewed your case and am sorry to hear about your struggles with Jackpot Frenzy. I will try to help you by contacting the casino and we'll see what can be done when they reply.
Dear Jackpot Frenzy Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already reviewed the documents the player uploaded for verification? Is the unfinished verification the only obstacle before processing the withdrawal request?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Public
Public
5 months ago
Translation
Hello, thank you, that's very nice.
I also have the entire email history and have spoken to them again...supposedly they're getting in touch but nothing is happening, not even my payment...I've been waiting for it for a month.
I have uploaded everything ...Thanks, I am curious to see what you answer
Please register
Zoi
Automatic translation:
Public
Public
5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
5 months ago
Dear Customer,
Thank you for reaching out. We would like to inform you that we forwarded the documents submitted by you to be checked with priority and we will get back to you as soon as there is an update. Thank you for your patience.
Best regards,
Customer Support
Public
Public
5 months ago
Translation
What they are doing is fraud and embezzlement...checking here, checking there! It is called harassment
Automatic translation:
Public
Public
5 months ago
Translation
I've written to them again now...I still have to wait!
Check here, check there! Supposedly they are checking right now and then it just said it was forwarded to the department °
Automatic translation:
Public
Public
5 months ago
Thank you, Jackpot Frenzy Casino. We'll be expecting further updates from you. I hope it won't take much time, as it's already been a few weeks since the player uploaded the documents.
Public
Public
5 months ago
Translation
So hello, apparently I should upload the transaction again. I wrote to you again at the weekend.....! I have uploaded the transaction for the 8th time now... several times by email.
Now the chat has been changed and you can now upload something there.
I should upload something again...I also did it via the jackpotfrenzy145056.com site.
Now I'm curious
Whether I'm kept waiting any longer, let's see what happens...
I finally want the money I deserve.
This is really a scam.
Automatic translation:
Public
Public
5 months ago
Dear Customer,
Thank you for your message.
In order for us to proceed with verification, we would like to kindly ask you to provide us with your Jeton account ownership confirmation. You can either respond to our email in which it was requested or upload it on the website. Looking forward to your reply.
Best regards,
Customer Support
Public
Public
5 months ago
Translation
So hello, that is also utter nonsense... I am being kept waiting uselessly. I also sent that weeks ago.
Now I have uploaded this again....
It's getting ridiculous what they're doing here, sometimes with the upload to check that you're verified. Other casinos pay out immediately...
Automatic translation:
Public
Public
5 months ago
Dear Customer,
Thank you for providing us with the document. We would like to inform you that your account on our website is now verified. You will be additionally emailed when your withdrawal requests are processed from our side.
Best regards,
Customer Support
Public
Public
5 months ago
Thank you for the updates, Jackpot Frenzy Casino.
Dear Lenovozoo90, can you confirm your account is now verified?
Please, keep us updated about the status of your withdrawal request. I hope it will be processed very soon.
Public
Public
5 months ago
Translation
My account is confirmed finally!
The 1st payment is there but the rest is missing...I'll keep you updated
Automatic translation:
Public
Public
4 months ago
Translation
Yes, I am still waiting for all payouts,
So far the second one has arrived and there are still a few missing I will let you know
Automatic translation:
Public
Public
4 months ago
Translation
There is still no payment!!
I started it 4 days ago!!!
Automatic translation:
Public
Public
4 months ago
Translation
No answer again!!! I'm writing emails that I can now only send online...and they also said it was being processed again...I started my payout on the 16th!!!
My money hasn't been paid out again!
The chat is also not open although it says 24_7
The terms and conditions are also incorrect because they don’t adhere to them at all!
I am really angry
Automatic translation:
Public
Public
4 months ago
Dear Lenovozoo90, could you please specify what amount is left for a withdrawal?
Dear Jackpot Frenzy Casino, could you please update us regarding the status of the player's withdrawals? When are they to be processed from your side?
Public
Public
4 months ago
Dear all,
We would like to inform you that the latest 2 pending withdrawals were processed from our side on 25.06.2024.
Best regards,
Customer Support
Public
Public
4 months ago
Thank you for the updates, Jackpot Frenzy Casino!
Dear Lenovozoo90, let us know as soon as you receive the funds. We will keep this complaint open until you confirm your withdrawal has been successful.
Public
Public
4 months ago
Translation
Hello 1 payment is still missing then everything is ok
Automatic translation:
Public
Public
4 months ago
Dear all,
We would like to inform you that the customer’s account does not have any pending withdrawals anymore.
Best regards,
Customer Support
Public
Public
4 months ago
Dear Lenovozoo90, please let us know if you have already received the last payment.
Public
Public
4 months ago
Dear Lenovozoo90,
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.
Public
Public
3 months ago
Dear Lenovozoo90,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
