Jackpot Frenzy Casino - Player's withdrawals are delayed.

First, it was 72 hours to receive the money, that is, I would receive it on Friday or before, then on Monday or Tuesday, then before Friday and I am still in the same situation without my money and delaying withdrawals, I have 3 pending of €500 since they will not let me withdraw more, I have transcribed all the conversations to the email so I have proof of this, they have not accepted even 1 withdrawal and I am still waiting.

They always tell me that it is in the queue but it has been more than 10 days and this is causing me anxiety.

And the withdrawal is not moving forward.

I have 3 pending withdrawals of €500 and €1,400 in the account which I cannot request the withdrawal for as the other 3 have been pending for 10 days.

Hello Carlosroblan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpot Frenzy Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Please note that the account does not require verification, screenshot attached.

With the Welcome Bonus.

Yesterday I spoke to them twice and the answers are always the same. There are delays in withdrawals and another support person told me that they would have to be approved before Wednesday, but of course it was the same person who told me that they would be approved on Monday or Tuesday, and on Tuesday he told me that they would be approved before Friday… and so on, postponing…

I requested the first withdrawal on 01/28/2025

I have just been asked for ID, facial verification and also proof of address.

More than 15 days after requesting my first withdrawal, terrible service.

Dear Carlosroblan,

Could you please confirm if any documents have been requested previously and how long the verification process has been ongoing?

Please note that until your account is fully verified, the withdrawal cannot be processed.

Looking forward to your response.

Best regards,

Nick

They have never asked me for anything until yesterday, 17 days after requesting the first withdrawal.

Yesterday when I entered the website, my surprise came when they asked me to verify my identity, which I did at the same time and attached everything they asked me for.

I sent everything and today this message appears on the screen, I attach a screenshot.

In the chat support nobody knows anything about whether my account is verified or not, a support person (who seems like robots) tells me to reset cookies, change browsers, etc... so that I get verified and not that message.

But I tried in many browsers and different devices and it's still the same.

Also, the screen that I attached does not allow me to make any changes or anything to ensure that everything arrives correctly. I sent them all the documents they requested by email to be sure.

In conclusion, it has been 17 days since I requested my first withdrawal, now after 17 days they ask me to verify my identity and I also have €1,400 in the casino that I cannot request the withdrawal of yet.

How much longer do I have to live this hell? 😡

Wow! It won't let me attach the image here, but basically on my account verification page this message appears:

"Upload documents

Verification required. Please upload the documents requested below to verify your account"

but below there are no buttons nor does it give the option to upload anything.

although I had already uploaded it yesterday.

Again it seems like it doesn't require verification but I've already sent everything. It's very strange, maybe it doesn't require verification because it's already been verified.

Today, 02/14, they processed the first withdrawal requested on 01/28. Now I am trying to request another one but this error message appears. "Your account is restricted" when I try to withdraw, I attach a screenshot. I still have 2 pending and €1,400 that I am not allowed to withdraw for now.

I have received the second payment, the rest of the money does not even let me request the withdrawal, it tells me that my user is restricted...

1.000/2.900€

Hello, they won't let me request more withdrawals, they haven't accepted my pending withdrawals.

1500€ have been withdrawn

1,400€ does not allow me to request withdrawal

Dear Carlosroblan,

I'm glad to hear that part of your withdrawal arrived.

I believe that the restriction may be caused by the ongoing verification.

Has there been any communication between you and the casino through their e-mail support which you can forward to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I am forwarding you the conversations I have with them, they have currently accepted 3 withdrawals and I have another 2 pending, one of €500 and another of €400.

Do you want me to send you the conversations I have with the support team in the chat?

all the best.

Dear Carlosroblan,

Only the most important ones, especially if they have mentioned anything about the delays or regarding the verification.

Awaiting your response.

Regards,

Nick

I have already forwarded them to your email.

2 withdrawals are still pending, one of €500 and another of €400 from 02/19

Dear Carlosroblan,

Thank you for the communication provided.

As advised above, withdrawals may take up to 14 days to be processed.

Let us know in case it would take longer or the money would arrive.

Looking forward to hearing from you.

Regards,

Nick

Okay. I'll tell you this way.

Hi, it's been more than 14 days, just today.

all the best.

Thank you Carlosroblan for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Carlosroblan,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Jackpot Frenzy Casino to join the conversation.

Dear Jackpot Frenzy Casino,

I would appreciate your clarification regarding the reasons behind the delay in processing player withdrawals. Could you also provide an estimated timeline for when the player can expect the funds from their most recent withdrawals to be credited to their account? If there are any sensitive details that may affect this situation and are not appropriate for public disclosure, please feel free to share them with me at michal.k@casino.guru.

I have new chats with them postponing the payment day, I wrote to them on Thursday and they told me that it would be on Thursday or Friday and nothing until Monday and still nothing... it is unacceptable, I wrote to them again today and they cannot give exact dates.

horrible process more than 1 month and a half to process all withdrawals is unacceptable...

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.

Dear all,

Thank you for your patience.

We are sorry for the inconvenience caused but kindly be informed that delayed comes due to verification of customer gaming account. We are happy to inform you that customer gaming account is verified and he has only 2 withdrawals left to be processed on our side which should be processed as soon as possible. We hope this clarify the situation for your.

Best Regards

Jackpot Frenzy Team

As soon as possible? It's been a month and two days, and they still haven't processed the withdrawals...

is this normal?

Well, it's been a month and a day since the last withdrawal was requested, but I've been waiting for the money since January 28th and it's now March 21st.

2 months almost…

And they already verified my account more than a month and a half ago...

Thank you for your response, Jackpot Frenzy Team. I have my fingers crossed that the player's remaining withdrawal request will be processed swiftly without any delays.

Dear Carlosroblan,

I acknowledge your concerns about the withdrawal process's speed, and I share your view that the casino team's communication could have provided more clarity. However, as the casino team has explained, the delay was a result of the verification of your gaming account. It's important to note that the review of your gameplay or any additional checks may still be in progress, even if some of your withdrawals have already been processed. Nevertheless, it appears that there are no discrepancies, and you should receive your winnings in full. I trust the remaining withdrawals will be processed without any delays.

Ok

I have already received the withdrawals

Dear Carlosroblan,

Thank you for your confirmation. We're glad to hear that you received the funds. 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 Centre. 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 Rate 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,

Michal

Casino Guru