The player from Germany had outstanding withdrawals totaling €1,500 after initially processing three withdrawals of €500 each from winnings of €20,000 at Jackpot Frenzy. Despite waiting for seven business days and having submitted all necessary documents, he received only excuses regarding delays and had not had any further withdrawals processed, which breached the casino's own terms. The Complaints Team closed the case due to the lack of response from the casino and the absence of remaining funds in the player's account, expressing regret for the situation he experienced.
Jackpot Frenzy Casino - Player's withdrawals are delayed and unprocessed.
Amount: €18,000
Jackpot Frenzy Casino
Safety Index:Above averageSafety Index
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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
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
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Dear Sir or Madam, I am reaching out to you today with a request for help and resolution of the issues I am facing. I registered on Jackpotfrenzy.com on January 12, 2025, and won approximately €20,000 while betting. On January 13, 2025, I requested a withdrawal of €500 per day as usual. After successfully processing 3 withdrawals of €500 each, I can no longer make any additional withdrawals. Currently, there are outstanding withdrawals totaling €1,500.00, and my account balance remains nearly €18,000. As of today, none of these 3 withdrawals have been processed. Since January 17, 2025, I have been given daily excuses with phrases such as "there is a lot to do," and "many withdrawals, therefore, it takes time." The terms and conditions of Jackpotfrenzy.com clearly state that withdrawals should be completed within 3 business days, and they advertise quick withdrawals on their homepage. Neither is being adhered to, making this provider in breach of its own conditions, which is untrustworthy! Furthermore, I have reached Level 2 with my account, allowing me to withdraw a maximum of €10,000 per month. How am I supposed to achieve this if withdrawals are not processed at all??? Another breach of the terms and conditions. Additionally, I was assured that I do not need to submit any documents to verify my account, and I have attached the screenshot as evidence. However, since I have prior experience with such sites, I preemptively submitted all my documents for potential verification on January 17, 2025. Despite my efforts and reminders, absolutely nothing has happened to date. I now request the immediate processing of my overdue withdrawals and the proper handling of my future withdrawals. I have been waiting for 7 business days for the withdrawals and am only being given the runaround in the LIVE chat as well as in 2 emails from support. This, to me, is fraud and not a legitimate resolution!
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2 months ago
Dear Ali84Energie,
Thank you very much for submitting your complaint. I’m sorry to hear about the delays and lack of clarity you’ve been facing with your withdrawals on Jackpot Frenzy. Winning such a substantial amount should be a positive experience, and I completely understand how frustrating and stressful this situation must feel for you.
To better understand your case and provide effective assistance, could you please clarify or provide more details on the following?
- You mentioned that €1,500 in withdrawals are still pending and that none of the €500 withdrawals have been processed. Have you received any concrete updates from the casino about when these funds will be paid?
- Did the casino provide any additional reason for the delay in processing your withdrawals, apart from citing a backlog?
- Since you proactively submitted verification documents on January 17, 2025, could you confirm if the casino acknowledged receipt of these documents?
- Have there been any other terms from the casino’s withdrawal policy that they claim you’ve violated?
Please forward any relevant communication, including emails, live chat transcripts, or the screenshot confirming you don’t need to verify your account, to petronela.k@casino.guru.
Your cooperation is vital to help us build a complete understanding of your case.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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2 months ago
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Hello Petronela,
Thank you very much for processing my application. I have just sent you the documents by email. I hope that I will receive my money soon.
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2 months ago
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Hey, is there any news here yet? So far I'm still being put off day after day by the live chat and the support via email 🙁 My winnings of almost €22k and 3 payouts of €500 each are still pending 🙁 Best wishes
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1 month ago
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Additional comments from the player:
Hello,
Thank you very much for your processing and your further questions. Just to clarify, I won the credit at Jackpotfrenzy in the sports betting section.
Here is my answer to your questions:
No - to date there has been no notification as to when exactly my money will be paid out. Just 2 emails apologizing for the delays or in the live chat...
No - there were no other reasons. On the contrary, I was assured in the LIVE chat that no documents were missing. I have attached the screenshot.
Attached is a screenshot of my email from January 17, 2025 in which I sent my ID card and a bank statement. There is also a screenshot of my user account in the customer details area --> verification that none is required.
I actually read through everything and don't know what I've violated. There was no information about it either.
I will also forward you the two emails apologizing for the delays, but that doesn't help me because I want my money...
Best regards
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1 month ago
Thank you very much, Ali84Energie, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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1 month ago
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Thank you for your continued processing and yes, I hope that I will get my money soon...
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1 month ago
Dear Ali84Energie,
I'm Romi, and I will be taking care of your complaint from now on.
I would like to invite the Jackpot Frenzy Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Jackpot Frenzy Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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1 month ago
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The case can rest here for now...unfortunately, Jackpotfrenzy's strategy worked perfectly...most of the money was lost because people became careless and quickly lost a lot in the casino 🙁 What a pity! But this site is UNSERIOUS! No betting regulator has ever heard of this site, and there is nothing on the site about which betting license is used there! You can't find the company itself either!
SO EVERYONE, don't play at Jackpotfrenzy because winnings are never paid out here anyway!
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1 month ago
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There were never any answers from support...
LIVE Chat also the same answer every day...
Really bad, NEVER experienced anything like this before...but the internet has become bad and there are only scammers out there...
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1 month ago
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The first payout from January 13th (!) had still not been processed 😀 INSANE!
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1 month 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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1 month ago
Dear Ali84Energie,
You have written that most of the money was lost. I am sorry for this situation, but may I ask if you have any remaining amount in your account, please?
Thank you in advance.
Respectfully,
Romi
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1 month ago
Dear Ali84Energie,
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.
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1 month ago
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Hello, unfortunately there was no money left in the account.
I advise everyone not to play at Jackpotfrenzy, you never get the money! My money was there for almost 30 days without a withdrawal being processed. The process can be closed. Jackpotfrenzy didn't even think it was necessary to respond here, which shows that they are totally dubious. BE CAREFUL EVERYONE!
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1 month ago
Dear Ali84Energie,
Thank you for confirmation.
I am really sorry for the whole situation you experienced at this casino, but unfortunately, as there is no amount left in your account, I have to close your complaint.
Please know that we'll be here at any time you'll need our help.
Best of luck.
Respectfully,
Romi
