Jackpot Frenzy Casino - Player's cashout is delayed.

I joined in good faith as the casino has an amazing website and a great choice of games. But they will not process my cashout I don’t understand as this is the fundamental thing to do to insure customer satisfaction and returns to the casino

Dear Evilbart, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Do I understand correctly that this was your first withdrawal attempt?

Thank you in advance for your reply.

Best regards, 

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes it was my first withdrawal request and I made it on Sunday 29th of December.

Now they have cancelled my withdrawal without any explanation. I contacted chat and they said it was due to my payment method even though I used it to deposit. I have to redo the withdrawal now using my bank details. This is getting more and more frustrating.

Thank you for your reply, Evilbart. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that this was your first withdrawal attempt? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Ok I finally got paid out fully after 11 days so fair is fair. Although I find this withdrawal time far to long so will not be keeping an account at this casino. Thanks for the help

Dear Evilbart,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru