Jackpot Frenzy Casino - Player’s withdrawal is delayed with no updates.

Good evening, I submitted a withdrawal on 1/1/2025 at this casino and it still hasn't been processed. I'd like to point out that the casino hasn't requested any KYC documentation from me. The main issue is that for days now they have been saying there's no problem and that they will update me about the status of my withdrawal via email. But guess what, no one has sent me an email to inform me about the progress. I'm starting to suspect that I might not receive my money.

Dear ever4b234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that your account has not been verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

KYC has not been completed because it has not been requested and it is not shown as a result in the system. Also, no, the money was not with any deposit bonuses, it was a simple deposit.

Thank you for your reply, ever4b234. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

absolutely no development

I have sent you an e-mail and the discussions.

I contacted the casino support again today and apparently they still don't have any information about when I will receive my money. Apparently the casino is a scam and they will embezzle my winnings. At least that's what it seems like, even though they supposedly wrote to me in an email that my withdrawals are safe. I think the casino is a scam. I hope you can help me.

Thank you very much, ever4b234, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.  

Hello ever4b234, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Jackpot Frenzy Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

As you can see, the casino has been completely indifferent for the past two days. I now believe that fraud is certain and that my winnings are not going to be returned. It is obvious that this is a scam.

Good afternoon, the guy tried to process all 3 of my withdrawals, but the bank only allowed one withdrawal due to card limits. I made another withdrawal via IBAN in order for them to be processed.

Sorry for this inconvenience, I would like you to forward my request as soon as possible.

Hi ever4b234, can you pelase clarify the messages above?

If I understand this correctly, you had three withdrawal requests pending: 200€, 500€ and another 500€. Can you please let me know which payment have you received (if any), and which ones you have requested again and at what date? Have you cancelled the original requests made and substituted them with new ones requested to be paid directly to the bank account?

The bank tried to process two withdrawals of 500 and one of 200 via card, but the bank, due to limits, only accepted one of 500, so I made another 500 with a bank transfer that has no limits and tomorrow I will make another 200. I kindly ask that my withdrawal request be prioritized if possible.

I see. Please, keep us posted regarding the remaining withdrawals, especially if they get processed in the meantime.

Thank you.

I have withdrawn 500 and tomorrow I will make another 200 because the betting company has withdrawal limits.

Hi. I made the last withdrawal of 200, so there is a pending withdrawal of 200 and a 500.

Hi ever4b234, hopefully the payments will be processed without any undue delays.

Please, keep us posted whether you received the rest of the money, so we can stay on top of this case.

I haven't received the rest of the money yet. Have a good day.

The withdrawals have still not been completed to this day.

Well today on 29/01 I received them.

Hi ever4b234, that is fantastic news!

Does this mean the whole amount of 1,200€ has now been paid out?

No, I haven't received them yet and the 3 business day limit has been exceeded. There is still a 500 and a 200 pending.

Alright. We will see if anything comes through by the end of this week.

In the meantime, I’d like to invite a representative of Jackpot Frenzy Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual?

Thank you for your time.

Good morning, none of the withdrawals have been processed yet.

still anything new my withdraw is still pending

2 withdraws pending one 500 and one 200

Thank you for the update, ever4b234. We'll give the casino time until the end of the week, as per the timer. In the meantime, I am looking into the options and see if we can get through to someone within the casino, who could look at this case and hopefully speed it up.

Thank you very much, I'm waiting.

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.

None of the ascensions have been revealed yet.

I also haven't had any progress today.

Good evening, the remaining two withdrawals have just been credited.

Dear ever4b234, thank you for letting us know! :)

Can you please confirm if this means you have finally received all the 1,200€ that the complaint is regarding, or if there is still anything else waiting to be processed?

According to ever4b234's last message, and the message of casino representative I have received - also confirming successful resolution of this issue - I will 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. If needed - the player can reopen this complaint anytime.

Best regards,

Matej

Casino.Guru