The player from Finland faced a delay in withdrawing funds made on July 31st, which remained unprocessed. Despite making two inquiries via chat, she received vague explanations that the withdrawal was under review by the operations department. After further communication, it was noted that the casino was uncooperative due to strict GDPR regulations. The issue was resolved by advising the player to contact the ADR or Licensing Authority directly for further assistance.
JackpotCity Casino - Player’s withdrawal is delayed.
Black points: 81
Amount: €500
JackpotCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
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1 month ago
Translation
I made a withdrawal from the casino on July 31st and it is still being processed. I have inquired about it in the chat twice and received vague explanations that the withdrawal is under review by the operations department.
Automatic translation:
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1 month ago
Dear Janik82,
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, please get back to us.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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1 month ago
Translation
Despite the promises, nothing has been heard from the casino and the withdrawal is still being processed. The customer service has already promised once to release the withdrawal for payment and inform about it within 24 hours, but it has been 6 days. I can't ask customer service anymore, because they always give a different explanation, and the matter doesn't go anywhere. Really frustrating action from the Casino's side.
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1 month ago
Thank you very much, Janik82, for your reply. I’m afraid we've reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.
Therefore, we recommend that players contact the ADR or Licensing Authority directly and use this complaint as a reference. All necessary information should be available in the casino's General T&Cs.
I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Thank you for your understanding.
