The player from Germany attempted to withdraw her 50 Euros from Jackpot Frenzy casino. Despite submitting the necessary documents, the withdrawal remains pending for three weeks. The casino’s finance department has yet to respond after weeks of waiting.
Jackpot Frenzy Casino - Player’s withdrawal is delayed.
Amount: €50
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 to reply
0d 23h 7m 50s
Case summary
6 days ago
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3 weeks ago
Translation
Seems like it's still not that well-known; this was also my first time depositing money there. And it will likely be my last time. At first glance, everything seemed quite pleasant. But the problem arises when you try to make a withdrawal. During verification, it states for at least five days that it's not necessary. Considering it's only 50 Euros at stake, that might be true. But when I didn't hear from the casino at all, I decided to send my documents via email. They confirmed receipt. However, even now, I'm still required to submit these documents in the casino. I have been playing in casinos for a few years now, and usually deposit with My Finty, which necessitates screenshots of both my account and the deposit. I do this with every casino that accepts My Finty as a payment method. It's never been an issue before. But with Jackpot Frenzy, they require a PDF. Yet, no email detailing what they need is sent, and the chat support advises you to wait for an email from the finance department, who have not responded after weeks, despite filing a complaint last week. It's been nearly three weeks since I requested the withdrawal. I would highly advise against this casino.
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3 weeks ago
Dear Petra2807,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been approved by the casino yet?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
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Hello...,
So I deposited on March 28th and requested a withdrawal on April 5th. But since the verification always said that verification was not necessary and I couldn't imagine that, I sent my documents via email. Then I got an email saying that my documents had arrived. After that I had to verify myself again in the casino. As far as I can see, I only have to verify my Mifinty deposit method. I verified it just like I do at all casinos. That's the only way it works, and there's never been a problem? Nothing has come from the finance department except for confirmation of my complaint last week. And they couldn't help me in the chat either. I'm sending you my Mifinty documents again, where you can really see everything now.
Best regards
Petra Reimer
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2 weeks ago
Thank you for the clarification. Has your deposit method been verified by the casino yet? Please let me know.
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2 weeks ago
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Hello, no, my payment method has not yet been accepted. I sent everything again over the weekend and still nothing? I'll send you how the verification process works at casinos when paying with Fifinity. I sent the same thing there, except for the bank statement for the payment.
Lg Petra R.
Edited by a Casino Guru admin
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1 week ago
Thank you very much, Petra2807, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 week ago
Dear Petra2807,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Jackpot Frenzy Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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1 week ago
Translation
That would be very nice... The casino doesn't give anything...
Lg Petra R*****
Edited by a Casino Guru admin
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6 days 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.
Jackpot Frenzy Casino has 0d 23h 7m 50s to reply
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