JackpotStar Casino - Player claims that payment has been delayed.

I’ve uploaded it multiple times but it doesn’t show as pending, I havent received any emails about it at all, not even confirmation that they are reviewing my documents. I’ve sent messages to the online 24 hour chat and they are just not responding. I’ve emailed the support email and I’m just getting no response. All the while my balance sits there at £540 which I can obviously spend, just not withdraw? This surely can’t be legal to treat customers this way? My money is sat there unaccessible. I have played on sister sites such as PLAYOJO and won and withdrawn money before so I thought "Themaskedsinger games" casino was reputable, like it’s sister sites. If you can help me get a response from them I would be grateful.

Dear Winna,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response. My issue is they are not communicating with me at all? There was no request for KYC, there is no pending withdrawal. I am only asked to provide ID when I attempt to withdraw, the. When I submit the evidence I don’t receive any sort of confirmation that it’s been received… the website doesn’t even indicate somethings been successfully uploaded. The money doesn’t not leave the account nor does it show as pending etc. the money remains in the account with no updates on the documents I’ve uploaded and no evident sign I uploaded anything? Most other sites show something is pending. This casino shows nothing and doesn’t respond to any live chat messages or emails? It’s concerning. If I atleast knew that something was being processed I might feel better about the situation.

Dear Winna,

Have you received your withdrawal from the casino yet?

Dear Winna,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Winna informed us that the withdrawal was successfully processed, therefore we will now mark this complaint as resolved.