JackpotCity Casino - Player’s withdrawal is delayed.

I made a deposit of $3000 on their website on Sunday September 15. They locked my account and my deposit because I had closed an account with them the year before. So, since I couldn't play, I asked to withdraw the amount I deposited, which was $3000. It's been over two weeks now and they still haven't processed the refund. All the necessary documents for the withdrawal have been sent and I even had a confirmation on September 21, 2024 that all documents were approved. 

Dear 2024Mannis1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that this was the second account you created in this casino?
• Also, do I understand correctly that you didn't place any bets after the deposit was credited to your casino account?
• Did you activate any bonuses on top of your deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes it's not the first time that I closed an account and opened another one afterwards, months later. I had no problem before.

Yes I didn't place any bet because my deposit was rejected and they locked my account so I don't have access to the site.

No bonus was requested on my part.

I contacted chat yesterday and they told me payment should go through soon. I hope it passes this time because they're trying to delay every time.

I'll send the last chat transcript by email.

Alright, processing a refund can take some time, so let's give it a few days. Please, keep me updated.

Hey,

I contacted live chat yesterday. They told me they couldn't make the payment because they were missing my bank statement.

This is the second time they have tried to process the refund but are unable to do so because they are missing some information.

They should have all the information needed to process the request now. No excuses.

Hello Kristina,

I received the refund yesterday. You can close the complaint.

Thank you

Dear 2024Mannis1989,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru