Jackpot Wheel Casino - Player’s withdrawal has been delayed.

I had a bonus and was told I needed to forfeit it in order to request my withdrawal, which I did. I also had a pending bonus which then kicked in automatically. I had problems with the casino in that they were not allowing me to request my withdrawal. That got taken care of and I go onto the site this morning and my withdrawal request has been cancelled. I call them and am informed that because a deposit was not made I cannot withdraw. I was never informed of this or I would have made said deposit. In the history it clearly shows that deposits were attempted to be made but were declined by my bank because they don't approve transactions at casinos. I believe they should grant my withdrawal as promised. They never stated that anything else was required of me when it was requested.

Dear TESS61,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm that you passed KYC, please?

I am afraid, that without at least one successful deposit you won’t be able to withdraw your winnings. This is a standard requirement in most casinos. Could you please confirm that none of your deposits haven’t been credited successfully?

If there is any written communication between you and the casino, please, forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes, I did pass the KYC and as for written communication, they did not even write me to inform me my withdrawal had been cancelled. And I did not have a successful deposit. My credit card was declined a number of times.

Hello TESS61,

I checked the casinos T&Cs, and I found the reason you aren't able to make a deposit:

"2.3 Due to legal, financial transaction regulations, and commercial reasons, we cannot offer any registrations or process any deposits or withdrawals to and from the following countries:

Australia

Curacao

France

Germany

Hungary

Netherlands

South Africa

Switzerland

United Kingdom

United States"

Even though the casino allowed you to create an account, it blocked you from making deposits due to legal regulations. Without at least one successful deposit, you won't be able to withdraw, but the casino cannot accept payments from you. Unfortunately, in situations like this, there is not much we can do. I understand your frustration, and that you would prefer if the casino didn't allow you to register at all, however since the winnings were gained from a No Deposit Bonus (you basically didn't lose anything), we decided to reject this complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.