The player from Italy won €2000 and made three withdrawal requests of €500 each, providing necessary ID and credit card documentation. However, after a week, there has been no approval for the withdrawals, and the player receives only generic responses from support, raising concerns about lack of assistance.
Jackpot Frenzy Casino - Player’s withdrawal request is delayed.
Amount: €2,000
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.
Case opened
Current status
Waiting for Casino Guru to reply
1d 18h 20m 12s
Case summary
3 days ago
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1 week ago
Translation
Hello everyone, last week I won €2000 while playing slots. Consequently, I made three withdrawals of €500 each according to the book's limits and conditions. I sent photos of my ID and the credit card statement I used for the deposit and withdrawal requests to the support team via email beforehand. I was planning to request the fourth withdrawal once one of the current ones was approved. However, one business week later, there is still no sign of withdrawal verification approval. Since I'm still at square one, I contacted support, but I keep receiving the same pre-written messages. This makes me suspect that I'm being assisted by an automated system rather than a real person. I'm looking for a response and assistance from someone who can help me withdraw these funds. I thank anyone in advance who takes action to help me with this issue.
P.S. Below, I've attached some photos documenting this misfortune.
Automatic translation:
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1 week ago
Dear n7wm8bwr9w,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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.
Best regards,
Veronika
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1 week ago
Translation
Good morning, first of all, thank you for your reply and interest in my case, but first of all I wanted to underline the inconvenience of this casino, (something that has never happened in almost 9 years of gambling between bets and casinos, in 3 days maximum the withdrawal was more than satisfied, instead today I find myself with my withdrawal which has passed more than a week (working) and still not even verified by the book, in addition to this I forward you my withdrawal situation (3 of € 500 and one still to request as soon as one is processed) and the verification of the account, thank you for everything and I wish you a good day
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5 days ago
Thank you for further information. Withdrawals usually do get processed more quickly, but sometimes unforeseen issues can lead to delays. Based on our experience, most players receive their funds within the two-week timeframe. If your winnings are still not in your account by November 12, please reach out to me, and we’ll continue with the investigation to ensure you receive your payment.
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5 days ago
Translation
perfect, then we'll talk on November 12th for updates, and above all I thank you again for your interest in my practice, I wish you a good weekend and we'll talk on the 12th as agreed
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4 days ago
Translation
Good evening, I give you a negative update with the beginning of the teasing from their side
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3 days ago
Translation
Good morning, today 12/11 no news from the bookmaker, with consequent no payment for today either
Edited
Automatic translation:
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
