JackpotStar Casino - Player’s withdrawal has been delayed.

Tried to withdraw my winnings last week was told to upload documents, did this took days and days to even verify went to withdraw and it stayed as a pending withdrawl for over 4 days sent at least ten fifteen emails ,with no response until days later to say they had emailed about needing my bank account details as apparently there was a problem??made no sense then sent these yesterday and was told the withdrawal would be processed staright away,that was yesterday day, still pending in my account, have sent another 6 emails over the past day noone I'll even get back to me,phone line dosent work and online chat is just a robot you can't speak to anyone.

Dear Jenniferj,

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, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

It's not simply winnings haven't been received,what a rude response, it's been pending from last Friday, already uploaded the documents and bank details ,contacted customer service through email at least ten emails got one email back days ago, nothing else since tried through chat kept getting told o it's been escalated,o it's been received, o it will be processed,this has been the past two days it's supposed to be 11 hours????? The customer service on your site has been shocking and no it's not resolved as it's still pending in my account if you bothered to check

I’m sure you understand that I don’t work for Masked Singer UK Games Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

I fully understand your frustration, Jenniferj. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Jenniferj,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.