The player from Austria had issues with his casino, which had been withholding his €1000 deposit for a week. Emails to the casino remained unanswered or were tardily responded to. The player had not yet had a successful withdrawal from the casino, and the KYC verification was not required by the casino. After a complaint was lodged, the player received an email stating that his withdrawals were canceled, which he disputed. However, the issue was resolved when the player received his payouts. The complaint was subsequently marked as 'resolved' by the Complaints Team.
Jackpot Frenzy Casino - Player’s deposited funds are withheld.
Amount: €1,000
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
11 months ago
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11 months ago
Translation
Hello! The casino has been withholding my deposits
(€ 1000) for a week! Emails are either not answered at all or only eventually!
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11 months ago
Dear 91231kk,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience.
From the screenshot you provided, the issue seems to be with withdrawals rather than deposits. Are you unable to receive your winnings from the casino? Or have you sent a deposit to the casino that has not yet been credited to your account?
Could you also please confirm if you passed the KYC verification?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible.Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
Hello! Deposits work perfectly. KYC verification was not required by the casino. Haven't had a successful withdrawal yet.
When I replied to an email about when payouts would be made (submitted on November 15th), I was told that payouts would be made soon...thank you! Kind regards, Thomas
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11 months ago
Thank you for the clarification. 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.
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11 months ago
Translation
Just received an email from the casino that my withdrawals were canceled! But that's not true, as withdrawals still have a processing status! I think everyone is trying to delay the payouts or keep playing until the money is gone!!!
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11 months ago
Translation
Payouts made today! Thanks! Kind regards
TK
Edited by a Casino Guru admin
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11 months ago
Dear 91231kk,
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,
Veronika
Casino.Guru
