Jackpot Wheel Casino - Player's withdrawal delayed.

$5,000.00 was processed on 4-08-2024 and has still not been given to me. I was told i would have it by 4-22-2024 but still have not received it.

Dear dancakes1978,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jackpot Wheel Casino.

I checked the transactions to and from the address specified on the screenshot and found 4 transactions specific to the address made on April 12th.

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you requested a hash of the transaction in which the payout was processed?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas. I won a total of $19,000.00 and have only received $6,000.00

Tomas. .. for some reason it is not letting me send long messages. I have screenshots I would like you to see but it will not let me submit them

Dear Tina,

Thank you for your email and for playing at Jackpot Wheel Casino.

We would like to extend our sincere congratulations on your recent win. Please be advised that a withdrawal was processed on April 16, 2024, and wire transfers typically take 7–10 business days to reflect in your account, excluding weekends and holidays.

Your hard-earned winnings are well-deserved, and we wish you continued blessings from Lady Luck.

If you have any further inquiries, please do not hesitate to contact us 24/7 through phone or our live chat link provided below, and one of our friendly consultants will be more than happy to assist you.

Best regards,

Janet Lamb

Jackpot Wheel Casino Host 

support@jackpotwheel.com   

US Toll Free: 1 844 236 8582

Jackpot Wheel Live Chat:

https://jackpotwheel-webapps.bosurl.net/Public/Chat.aspx?SkillGroup=support%40jackpotwheel.com&Locale=en-US&Context=WebClient 

 This is a copy of an email that was sent to me this morning

this is in regards to payment #1277938

#1277938 processed on 4-14-24 amount of $10,000.00

and completed on 4-16-24 for the amount of $9,000.00

but only received $1,000.00

This is Jackpot Wheel Casino response as to why I am not getting paid.

I claimed a deposit match bonus.

I met the play through for the bonus that I was playing on.

Due to me meeting the play through for the bonus I was playing…..My balance was then converted into cash.

My withdrawal balance was $12,543.16

The system would only allow me to withdraw $10,000.00 ( that is the max amount for Diamond Level players) leaving me with a cash balance of $2,543.16

but I can only receive $1,000.00 from the $10,000.00

that is what jackpot wheel stated to me this morning…. Is that right?

the code was a 190% match.

i made a $100.00 deposit

was awarded $190.00

It states: Once a playthrough is achieved,any winnings from the bonus up to the maximum amount will be redeemed. 

As soon as I completed the play through for the bonus I used, The MAXIMUM AMOUNT of $1,000.00 was redeemed to me. 

Changing my account balance . I no longer had a BONUS BALANCE. My bonus balance changed as soon as I completed the play through to $0.00. From that moment on it was my CASH I was playing with.

The $10,000.00 I .withdrew was won with the $1,000.00 that I was rewarded for completing the playthrough. 

And that is why my WITHDRAWAL AMOUNT said $12,543.16.  It didn't say 1,000.00. It said YOUR WITHDRAWAL BALANCE $12.543.16

What is really puzzling is my statement reading a PAYMENT IN BITCOIN was COMPLETED in the amount of $9,000.00.

I only received $1,000.00. It should say: PAYMENT IN BITCOIN was COMPLETED in the amount of $1,000.00

It just makes no sense to me

Thank you very much, dancakes1978, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello dancakes1978,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just to confirm the winnings you previously mentioned "I won a total of $19,000.00 and have only received $6,000.00" Was this from the same bonus or another one? What was your overall balance after your withdrawal?

I will contact the casino to shed more light on this matter.

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

Dear Jackpot Wheel Casino,

Can you please provide information on why the amounts of the withdrawals differ so much and what winnings the player is entitled to?

Hi Michael. I did a few reverse withdrawals so it is haf6)g@uyuu7 ugh??

Dear dancakes1978,

Apologies, but I'm having difficulty understanding your previous post. Could you please correct it?

Hi Michal

, I have reviewed this account and can advise: 

- Customer withdrew $4000 on the 7th April was restricted on the withdrawals to $100 due to winnings coming from a free bonus. Funds released 10th April 

- Customer withdrew $5000 on the 8th April and it was paid in full via bitcoin. Funds released 10th April 

- Customer withdrew $10 000 on the 14th April. Withdrawal was limited to $1000 due to winnings coming from a 190% match, and winnings from matches of 100% or higher are limited to $1000

Customer has therefore received $6100 which is the correct amount, after deductions of $12900, which would total the $19 000 the customer has stated. This information was also shared with the customer via email by her account host. Please let us know if you need anything further on this one. 

Regards

Jackpot Wheel

Michal, that is all incorrect.

4-7-24. #1275089 $4,000.00 processed

4-10-24. #1275089. $3,900.00 completed

<This is the only withdrawal where I was paid in full with no issues

4-8-24 #1275296 $5,000.00 Processed

> this withdrawal was processed and that was it. Never completed. Never received

4-14-24 #1277938. $10,000.00 processed

4-16-24. #1277938. $9,000.00 completed

> never received $9,000.00.

Only $1,000.00 was put into my bank account out of a completed $9,000.00 payment.

If a $5,000.00 payment was sent to me then my statement would say $5,000.00 payment in BITCOIN Completed on such n such date

#1275296

There is no $5,000.00 completed on my statement. I never received $5,000.00

And I never received $9,000.00

That is also incorrect about me winning money from free spins.

On 4-4-24 I withdrew $7,000.00

reversed a $1,000.00 and reversed another $1,000.00.

$5,000.00 is what was left from the $7,000.00 withdrawal from the 4th.

And I won the $4,000.00 from the money I reversed

It is impossible to even withdrawal bonus money. Here is an example when winning from free spins

N here is what happens if you try to withdrawal

You can not withdrawal BONUS MONEY

This is just so upsetting. I am a Diamond Level player and these are my first withdrawals ever being processed. I have deposited money just about every single week sometimes a couple times a week for the past few years and this is what they do. This is unacceptable

Dear Jackpot Wheel team,

If the payments you mentioned above were sent by you, can you please provide any confirmation of the payment? If I understand it correctly, it should be crypto transactions. Can you please post the transaction hash to check if the transaction can be found on Blockchain Explorer?

Hi Michal

Please find below the breakdown of the claims vs the payments for this account:

The $4976 won was built up after claiming a $100 loyalty bonus on April 6th which the player then withdrew $4000 and $100 max cash in was paid since they won from free loyalty bonus.

On April 14th, $100 was deposited $100 and a 190% match bonus claimed, the playthrough requirements was fulfilled, and the balance increased to $12,543. The player withdrew $10,000, subject to a maximum cash-in of $1000 according to our terms and conditions, as it was won through a match bonus offer.

In essence, $5000 was paid to your BTC wallet address, please double check with your BTC service provider for the transaction hash.

$4000 was won from loyalty bonus, which has a max cash in of $100 as per our terms and conditions.

$10000 withdrawal was accumulated from the match bonus, which also has a max cash in of $1000 as per our terms and conditions.

Please note that a player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question), any winnings generated from this bonus will be null and void.

Please email us the BTC transaction hash to support@jackpotwheel.com for the funds you have mentioned have not been received in order to confirm on our end as well. 

Regards

Jackpot Wheel

Michael,

That is once again incorrect.

There was a $100.00 Loyalty bonus I claimed on April 4th

That I forfeited on APRIL 6th

Michael,

I forfeited the loyalty bonus of $100.00 on April 6th.

I won money on April 4 th and did a reverse withdrawal for 1 thousand dollars and then I did another reverse withdrawal for one thousand dollars and that left me with $5,000.00

Dear dancakes1978,

I'm sorry I'm getting quite confused here. Could you kindly confirm the exact amount of your winnings that you've successfully received? Please provide your BTC wallet address along with the transaction hash for verification purposes.

Hello Michal, 

We have been attempting to reach out to the customer via email and telephone, in order to arrange a call to explain the exact sequence of events in person, and clarify any misunderstandings on the information provided so far. This would include the payment details for the funds that were paid out, and clarification on why the amounts previously mentioned, were the correct amounts based off the account history and the maximum winnings rules in specific circumstances. 

One of our dedicated VIP Hosts will be reaching out to the customer again today via email and text message, to arrange a convenient time for us to call the customer. We are of course happy to continue providing feedback and clarification here, but in the interests of assisting the customer as effectively and efficiently as possible, direct communication would work best due to the complexity and multi faceted nature of the queries. 

Kind regards

Jackpot Wheel

   So I seen the loyalty bonus and agree with you on that. 

But as for the withdrawal where I used the 190% match. I am in the elite crypto club. Look at #4 100% ACCEPTANCE AND WITHDRAWAL

100% says right there. 

Dear dancakes1978,

Can you please answer my question?

Could you kindly confirm the exact amount of your winnings that you've successfully received? Please provide your BTC wallet address along with the transaction hash for verification purposes.

i don’t no what any of that means.. translation hash…. I just don’t no….does this help any…

Dear dancakes1978,

Please write down in the complaint thread these transactions' hashes to check them in Blockchain Explorer.

Please make sure to write the whole transaction number for both transactions.

Although I understand you might not be so experienced with crypto jargon, I'm sure you can find your crypto wallet address, please provide this to me as well in order to be able to help with your complaint. I will set your post as private so that only you, the casino as us can see it.

K... So I pulled all the transactions up again and I'm just not understanding what it is that I am even looking at so Im going to do us all a favor and just be done with this matter and be done with Jackpot Wheel Casino. I will no longer be a loyal Jackpot Wheel Casino player anymore. Being a DIAMIND LEVEL player that was given a GRAND WELCOME to the ELITE CRYPTO CLUB that only the GREAT and MIGHTY can join is no different from the players that deposits money every now and then. There is no VIP Treatment. The 24 hour support team is rude and not helpful. They leave you hanging so long that you think you lost connection. The withdrawal time is the same as it is for everyone else and is NOT 100% ACCEPTED and the REWARDS that are EXCLUSIVE are the same REWARDS for the others. There is nothing special about them. I am just going to deposit my money somewhere else from this point on. Jackpot Wheel Casino.... Good job. You win. Please do not send me anything else. Michael, thank you for your help. You can close this case. 

Dear dancakes1978,

I understand your frustration with the situation. However, without supporting evidence from your side, we are unable to proceed with your complaint. According to the casino team, you have received the payments you were entitled to, and we have not received any valid evidence from you to contest this claim.

Recognizing your desire not to spend more time on this matter, I will now close the complaint as rejected.

We’ve rejected this complaint as per the player’s explicit request. We would like to thank the casino team for their cooperation. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.