JacksPay Casino - Delayed withdrawal process for player.

Withdraw request was made June, and no response from casino when I inquired about it. Still shows as pending status on my account

Dear fletchdawg,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you received a confirmation regarding successful account verification? Could you please advise if you’ve received any successful payments from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I previously have submitted all requested KYC documents, last year, but as far as I can recall I have not withdrawn at this casino.

Thank you very much, fletchdawg, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of JacksPay Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi fletchdawg,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear JacksPay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for the withdrawal delay? When the player can expect her request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you Natalia for your help, I checked today and no change in my account at JacksPay, still shows as pending withdrawal.

Thanks for the updates, fletchdawg. The casino still has time to reply, I hope we'll hear from them soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi fletchdawg,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia