The player from Germany had three pending withdrawals totaling 1000 Euros at Jackpoty casino, which were requested over two weeks prior. Despite multiple attempts through support chat and emails, they received the same excuses and no resolution, even though their account was fully verified. The casino clarified that the delays were due to internal miscommunication and missing deposit confirmations. As a resolution, the casino added 250 Euros to the player's balance and processed the total 1000 Euros withdrawal. The player confirmed receipt of the funds, and the complaint was marked as resolved.
Jackpoty Casino - Player’s withdrawal has been delayed for two weeks.
Amount: €1,000
Jackpoty Casino
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Dear Sir or Madam,
I have three outstanding withdrawals at the mentioned casino (300 Euros on 06/06, 450 Euros on 07/06, and one originally on 09/06 but re-requested on 21/06 for 250 Euros) that have not been processed since my verification, amounting to a total of 1000 Euros. I have now tried more than 10 times through the support chat to find out the reason for the delay, but I get the same excuses every time. I’ve been told that my case has been forwarded to the relevant team and that the finance department is waiting for their response. No one has been able to tell me what the problem is, and I have repeatedly been assured that my account and payment methods are fully verified. Emails I have sent to Jackpoty's support have not been answered either.
This looks very much like a delay tactic to get me to cancel the withdrawals and lose the money. Processing a simple bank transfer should never take longer than 7 business days, and even if Jackpoty's finance department only works on weekdays, over 2 weeks is absolutely unacceptable in my opinion. At other casinos operated by Jackpoty, I have been able to make multiple withdrawals within the same timeframe, with the money appearing in my account after 1 or 2 days. I'm at a loss on what to do, as I receive the same responses from support each time I try, and 1000 Euros is a significant amount for me. Therefore, I am now reaching out to you.
How should one proceed in such a case?
Attached is a screenshot of the outstanding withdrawals and a chat log from 20/06/2024. I can provide more logs if needed, as I have been speaking with the same three employees each time, who tell me the exact same thing.
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5 months ago
Hello lolseinsohn,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackpoty Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hi Nick,
Thanks for the quick reply!
My account was verified on the day of the first withdrawal or the day before (i.e. June 5th or 6th). There were problems with the verification and new documents were requested over and over again, but finally a bank statement was accepted. Since then I have been repeatedly assured that it is not due to the verification and that the responsible team is simply waiting for a response from a higher-level department...
I have not used any bonuses, all winnings were made with real money. The last time I wrote to support was on Friday the 21st and asked about the status of the payouts, but was again fobbed off with exactly the same answer as the numerous times before. I have written to support almost every day to put pressure on them, but so far to no avail.
Thanks for your help!
Best regards
Lucas
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5 months ago
Thank you lolseinsohn for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Dear lolseinsohn,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Jackpoty Casino representative to join this conversation.
Dear Jackpoty Casino,
Could you please provide more clarification regarding this case?
Thank you in advance,
Mirka
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5 months ago
Dear Luca, Casino Guru team,
Thank you for inviting us to this complaint.
Allow us some time today, to investigate the case and we will get back to you asap!
Sincerely,
Jackpoty Casino Managament Team
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5 months ago
Translation
Dear Jackpoty team,
There are now only 2 withdrawals totaling 750 euros (June 6th, 300 euros and June 7th, 450 euros). Hopefully they will finally be processed, as on Thursday it will be 4 (!) weeks for a simple bank transfer, which is absolutely unacceptable.
Nevertheless, thank you for your answer and your efforts.
Best regards
Luca Bohl
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5 months ago
Dear Luca, Casino Guru team,
First and foremost, Luca, we apologize for this experience! We do not aim
our customers to feel this way, or particularly concerned about their winnings.
We love it when our customers win and we strive for the best customer experience, on all our brands, including Jackpoty project.
The cashout you refer to for our other project - Cobra, is not a cashout, but a refund - for an unsuccessful deposit.
Due to the fact you put a deposit limit on the 14th of June, the system was not able to add
the deposit in your gaming account (technical functionality which works this way to respect customer's limits) - we did a refund on the same day, as mentioned, we strive to satisfy our customers' needs on point.
About the Jackpoty account - you have provided the documents correctly, unfortunately, due to the missing deposits we had to confirm with our Payment department the documentation and this is where the miscommunication happens between multiple of our departments.
Those are very, very rare cases, but sometimes required, as we would like to ensure our customers' safety and all winnings are obtained with customers' own funds.
We have no interest in "holding" or "delaying" your funds, as a "strategy" for you to lose them.
We will dig deeper into our procedures and where the communication was misleading, but again we have no interest in such actions. The Customer Support provided you with the information they had at the moment, as the case is out of their scope but at a Senior level.
Of course, this does not provide you with the desired solution, but we will take it further from here.
What we can offer as a resolution for the unpleasant experience: We will add 250 EUR to your balance, as we can see now the last 250 EUR from 21/06 are lost, so you can have 1000 EUR in pending cashout and we will proceed immediately.
We hope that with this solution, you will sense our appreciation for our customers.
Let us know your thoughts. Thanks in advance for your time and cooperation!
Sincerely,
Jackpoty Casino Management Team
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5 months ago
Translation
Dear Jackpoty team,
Thank you very much for the answer and the explanation of the problem. Until this point I had no idea what was causing the delay.
I would also like to thank you for the offer to credit the 250 euros I have lost since June 21st. Normally I would not have touched the money, but I thought that the payout might be quicker if the amount was lower. I now understand that this was not a delaying tactic on your part and I therefore apologize for the accusation.
The solution you offered is absolutely satisfactory and I thank you very much for clarifying the matter! I will definitely remain a customer of yours and will withdraw my user review of Jackpoty here on Casino-Guru or write a new positive review.
I wish you a pleasant week!
Lucas
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5 months ago
Dear Luca,
We are pleased to inform you that your requests have been processed.
We apologize once again for the inconvenience and wish you the best of luck!
Kind regards,
Jackpoty VIP Team
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5 months ago
Thank you for your reply, Jackpoty Casino.
Dear Luca,
Please notify me, when you receive the withdrawal.
Thank you.
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5 months ago
Translation
Hello Mirka,
All 3 payouts arrived in my account today, thank you all very much for your help!
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4 months ago
Dear lolseinsohn,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
