Jackpot Village Casino - Player’s withdrawal delayed due to account review.

I have been playing with Jackpot Village for a short while with no issue however on the 7/04/2024 I attempted to withdraw £6250 from my account. The transaction went into "in review" and the next morning I got a request for my bank account statement, ID and proof of address. I provided the documents and subsequently continued to play. I withdrew another £1550, however these transactions remained in "in review". I have since had correspondence from JackPot village that my account is being reviewed and to allow 10 business days for this process.

I have not broken any terms and conditions and all funds are my own.

this seems grossly unfair that they are holding money I won fairly.

Hello nutter95,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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Hi Nick,

strangely, immediately after sending this complaint I received £1550 of the withdrawals. But the main withdrawal of £6250 is still not processed.

I’ve provided dates below:

07/04/2024 - requested withdrawal of £6250

08/04/2024 - request for information including ID, bank statement and proof of address

they have not requested anything since then but have placed a lock on my account to perform "reviews".

it’s very confusing as I don’t understand why I am able to receive withdrawals processed after 08/04/2024 but the first withdrawal has not yet been processed.

thanks for your help so far

Hello nutter95,

Many casinos pay out in smaller amounts especially if they have withdrawal limits (daily/weekly/monthly). If a part of the payment has arrived, I would recommend to wait for the rest to arrive. As it is still within the recommended 14 days period, I can only advise to be patient.

Let us know in case of any update.

Dear nutter95,

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.