Jackpot Jill Casino - Player believes that their withdrawal has been delayed.

the last time I played on this casino was over 1 year ago, at the time when I was depositing money, I no longer have that card anymore, it's been cancelled. they won't verify my KYC until I provide a letter from my bank to say the card has been cancelled, my bank is asking me to many questions, what should I do please ? when I deposited I used ezeewallet, I've made a withdraw through ezeewallet too and they are still not processing it nor are they accepting my new card. the casino can see on there end I haven't deposited from this card in a long time because that card is cancelled. I was told also to provide my account details for my ezeewallet account and my account will be verified I've done that and still nothing. this is stressing me out please help me.

I remember winning the same amount of money 1 year ago, I provided the letter from my bank they turned around to me and said that's not a letter from my bank which it was, and they took all the $$

Dear rosekay,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ok thank you, the KYC is been delayed because they are asking me for a letter from my bank for the card being cancelled then I was told my account will be verified. I'm sorry but I shouldn't have to be doing that. the casino can clearly see I deposited with ezeewallet, and not a bank card, this card has been cancelled from over 1 year ago. Of course my bank will think it's unusual I'm asking for a letter

they should be verifying my new bank card and my ezeewallet details because that's how I made the deposit. it's just unfair on me

can you please investigate my situation further please. because the casino are making me provide a letter for a card that no longer exists and I didn't even deposit through a card I deposited through ezeewallet. I'm very scared and worried once I do give the letter if I can even get one from my bank the 10 grand I won they won't give it to me. this has caused me so much stress

can you cancel this please. it's been sorted thank you

Dear Anonymized299,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru