The player from Hesse has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Jackpoty Casino - Player claims that payment has been delayed.
Amount: €2,000
Jackpoty Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Jackpoty Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello Casino Guru team,
I recently created a player account at Jackpoty, deposited using the welcome bonus and won around €2600. I then requested 2000 euros (4x500 euros) as a payout via the same deposit method (Litecoin Wallet). Unfortunately, the maximum withdrawal amount with this withdrawal method is 500 euros. I directly uploaded all the required documents (proof of identity, proof of address and the payment confirmation), which were quickly confirmed. The documents for confirming the deposit method were not approved here, as they are not required according to the casino (see screenshot). I have had experience with casinos under the Dana NV license and they have all cashed out within 1 to 4 hours using this withdrawal method. Unfortunately, that's not the case with Jackpoty. I've contacted support via live chat several times, but every time I'm fobbed off with answers like: "We don't know how long it will take, we ask for your understanding". Unfortunately I can't be happy about the win because I can't shake the feeling that I won't receive the money. I have complied with all bonus terms and conditions. I would appreciate your help and thank you for the great website! If you have any further questions or suggestions, please do not hesitate to contact me. Thanks very much!
Kind regards
Paul S***
Edited by a Casino Guru admin
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2 years ago
Dear pawels,
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
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2 years ago
Translation
Thank you for the fast reaction. I'll wait and keep it up to date. Have a nice weekend!
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2 years ago
Translation
Hello,
case has been resolved. Casino has paid out.
Thanks very much!
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2 years ago
Awesome news, pawels. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
