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

I won the $1,989.23 on May 27 2022. I received this email after.

             Hi J**,

Congratulations!

Your withdrawal of $1,989.23 submitted at 5/27/2022 8:50 PM (US Eastern Standard Time) is being handled by our accounts department.

Should you require a reversal, you have 48 hours to do so.

For your FIRST WITHDRAWAL we’ll need you to please submit a selfie where you’re holding your ID.

We look forward to hearing from you.

Daniel H*****

Jackpot Wheel Casino Manager

www.jackpotwheel.com

Email: support@jackpotwheel.com | Toll-free: 1 844 236 8582

I sent my ID selfie in less than 24 hrs. after the email. I contacted live chat support to ask them the status and one of the reps said that I am approved and wait until I get an email from them about your withdrawal. I asked how long this takes and they said 7-10 business days. On the 7th day I contacted chat support and asked them the status again. Russell said it was still pending. I asked can you contact them and get an update?. He responded and said they aren't available. I asked do you have a phone number I can call and they said they don't speak to players directly. On the 10th day, They put my withdrawal money back into my account. I noticed it this morning. I contacted a representative and they said make another withdrawal. I made another withdrawal and now I get the email that they need a photo ID selfie of myself which I replied I already did that a week and a half ago and it was approved.

3 days ago I contacted chat support again and I spoke to CS person today and they said sorry for the delayed withdrawal. You will have your funds within 10 days. Today I checked in with customer support again. this is what this guy said. They all have a different answer each time i contact them. Now I have duplicate files?. I originally asked only for my ID selfie for my first withdrawal, which i sent immediately. This place is playing games.

Dear sting454,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes it will be my first withdrawal and it was with a bonus. I contacted them again yesterday. Each time I contact them I get a different response from them. Now it seems they need my files again because they are claiming there are duplicates. Now all I sent in was my ID selfie which this what they originally asked for. How could I have duplicate files... Files of what? This is my chat conversation with another rep.. My first time talking with him

see below

If you look at the bottom of the page. As soon as I responded back to him he terminated the conversation. This is a first for me. I never experienced this from any other casino that I played at. Now this is starting to worry me after I was already approved and now they need more documents. Are they trying to steel my identity. ?

This is what was required of me. There was no mention of a KYC verification and this is the only email I received from them. .Nothing about utility bills, credit cards etc. I sent my id in and I was told I am approved and will have my winnings in 7 to 10 days. That was 15 days ago

For your FIRST WITHDRAWAL we’ll need you to please submit a selfie where you’re holding your ID.

We look forward to hearing from you.

Daniel H*****

Jackpot Wheel Casino Manager

Thank you very much, sting454, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello sting454,

I looked at your complaint and will do my best to help you. I would like to invite Jackpot Wheel Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Over 3 weeks still pending...

6/10/2022 11:00 AM1041310WithdrawalPayment by wire transfer [Fee: $20.00]Pending($1,989.47)

5/28/2022 12:50 AM1036347WithdrawalPayment by wire transfer [Fee: $20.00]Reversed($1,989.23)

Update: I just signed into Jackpot Wheel. They reversed my withdrawal again.

I made another withdrawal 3rd time and this is the email I received as I did on my first withdrawal. I already sent in my id and a few days later they said i was approved and I will have my winnings in 7 to 10 days. 3 weeks ago.

Hi Jay,

Congratulations!

Your withdrawal of $1,989.78 submitted at 6/23/2022 6:54 AM (US Eastern Standard Time) is being handled by our accounts department.

Should you require a reversal, you have 48 hours to do so.

For your FIRST WITHDRAWAL we’ll need you to please submit a selfie where you’re holding your ID.

We look forward to hearing from you.

Daniel H*****

Jackpot Wheel Casino Manager

www.jackpotwheel.com

Email: support@jackpotwheel.com | Toll-free: 1 844 236 8582

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Proof of Id Submitted and found on their website under Verify ID

They never asked me for anything else except the above

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’.

6/29/2022 9:46 AM22104AdminCorrection (Withdrawal: 1045429)Completed($989.7😎

6/23/2022 10:54 AM1045429WithdrawalPayment by wire transfer [Fee: $20.00]Processed($1,989.7😎

apparently they said they processed my withdrawal less the 989.70. Max cash out on a bonus is 1000.

I missed that part.

Clean cash deposits no bonus no max cash out.

They said it was paid

So since it said processed I decided to play today. I deposited and after a few hours I won 1274.00 no bonus taken. so I get all of it hopefully

I will keep an eye out for my money

Now says processed

Great News! I just received my first withdrawal and another one is on the way.

Please cancel my dispute with Jackpot Wheel.

Dear sting454,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef