The player from Germany attempted to withdraw her 50 Euros from Jackpot Frenzy casino. Despite submitting the necessary documents, the withdrawal remained pending for three weeks. The casino’s finance department did not respond after weeks of waiting. The player further explained that she submitted all required documents, including her Mifinty deposit method, but the casino had not yet approved them. After the Complaints Team intervened and contacted the casino, the player confirmed that the issue had been resolved. The complaint was subsequently marked as 'resolved'.
Jackpot Frenzy Casino - Player’s withdrawal is delayed.
Amount: €50
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
5 months ago
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6 months 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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6 months 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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6 months 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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6 months ago
Thank you for the clarification. Has your deposit method been verified by the casino yet? Please let me know.
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6 months 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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6 months 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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6 months 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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6 months ago
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That would be very nice... The casino doesn't give anything...
Lg Petra R*****
Edited by a Casino Guru admin
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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.
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5 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a license we have been unable to verify and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
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5 months ago
Dear Petra2807, we have received a reopen request from the casino.
I would like to invite Jackpot Frenzy Casino to join the conversation and participate in the resolution of this complaint.
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5 months ago
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That sounds good. But now there is no longer any possibility to withdraw money from Mifinty?
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5 months ago
Dear Customer,
Thank you for reaching out. We would like to inform you that your account has been verified and the pending withdrawal is successfully paid. Therefore, the complaint has been closed from our side.
Best Regards,
Customer Service
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5 months ago
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Yes, after a long wait, it worked. Thank you!
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5 months ago
Dear Petra2807,
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,
Dominika
Casino.Guru
