Jackpot Frenzy Casino - Player's withdrawals are delayed.

Hello, I play at casinos very frequently and rarely have I encountered such poor service.

I've been waiting for my withdrawals for about two weeks now and every day I receive the same excuses from live chat. These are my first small withdrawals here—3x800€—and they haven't paid. Can you help me? Evidence attached.

Dear bulisibulbul, 

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.

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I have passed KYC and have not used any bonuses.

I have played slots and sports.

Thanks!

Have you made any successful withdrawals from this casino before?

Please forward me all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear bulisibulbul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.