The player from Italy had won €2000 and made three withdrawal requests of €500 each, providing the necessary ID and credit card documentation. However, after a week, there had been no approval for the withdrawals, and the player received only generic responses from support, raising concerns about a lack of assistance. The Complaints Team intervened by reaching out to the casino for clarification on the status of the withdrawals. After some follow-up, the final payment was processed, and the player confirmed receipt of all funds. The complaint was marked as resolved.
Jackpot Frenzy Casino - Player’s withdrawal request is delayed.
Amount: €2,000
Jackpot Frenzy Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Jackpot Frenzy Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
1 month 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:
Public
Public
1 month 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
Sensitive attachment
Sensitive attachment
1 month 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
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month 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
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Good evening, I give you a negative update with the beginning of the teasing from their side
Automatic translation:
Public
Public
1 month ago
Translation
Good morning, today 12/11 no news from the bookmaker, with consequent no payment for today either
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Good morning, today November 15, still no news on the matter with the answers from the casino always automatic and generic without the possibility of a concrete answer and a real person who examines your case
Automatic translation:
Public
Public
1 month ago
Thank you very much, n7wm8bwr9w, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Public
Public
1 month ago
Hi n7wm8bwr9w,
I have just reviewed your case, and I’m sorry to hear about the difficulties you are experiencing with your withdrawal. I will help you by reaching out to the casino to see what can be done once they respond.
Dear Jackpot Frenzy Casino,
I would like to invite you to join this conversation and assist in resolving the player's complaint. Could you please provide more information regarding the case? Specifically, I would appreciate it if you could clarify the current status of the player's withdrawal request and inform us when they can expect it to be processed on your end.
I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru
Kind regards,
Natalia
Public
Public
1 month ago
Translation
Good morning, I'm sorry too, because when I recharged the account I recharged it with real money and they immediately took it from the account, while my withdrawal requests from 10/29/2024 still have not been satisfied.
Automatic translation:
Public
Public
1 month ago
Translation
Good morning, good news, they have just processed the 3 transfers of €500 with subsequent issuance on my cc, the last one of €500 is missing and we're done
Automatic translation:
Public
Public
1 month ago
Dear n7wm8bwr9w, thank you for these positive updates. I hope the last payment will be processed very soon too. Please, keep us informed.
Public
Public
1 month ago
Translation
I will definitely keep you informed about the final payment if it is processed so as to close the matter positively
Automatic translation:
Public
Public
1 month ago
Translation
As soon as the last transfer arrives, I will close the complaint positively.
Automatic translation:
Public
Public
3 weeks 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, unless the player confirms successfully getting their funds.
Public
Public
3 weeks ago
Dear Customer,
We are pleased to inform you that your withdrawal request has been completed.
Kind Regards,
Jackpot Casino Team
Public
Public
3 weeks ago
Thank you for the response, Jackpot Frenzy Casino.
Dear n7wm8bwr9w, the casino supposedly processed your last payment, so you should receive your money soon. Please, let us know when the payment reaches your bank account.
Public
Public
3 weeks ago
Translation
Good morning, the money has all been received, thank you very much to everyone for following my case
Automatic translation:
Public
Public
2 weeks ago
Dear n7wm8bwr9w,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
