JacksPay Casino - Player’s withdrawals have been delayed.

I'm having trouble reaching anyone in upper management with Jackspay or whoever is in charge of my account. I've been posting in LCB forums and have emailed their support team which was rerouted to upper management, they responded once but then stopped replying. I've had pending withdrawals since the 20th of April, and on 5/17 after a lot of complaining and finally writing a review on LCB, I was told that ONE of my 5 withdrawals has been paid. That withdrawal was 500$. Taylor (my VIP host and the one in charge of live chat) has told me that they've paid out the $500 from April 20th and it shows up as approved on my end when I check my history, but it hasn't showed up in my wallet. I have triple checked my wallet address and the withdrawal address I've provided. I've asked for the transaction link on the blockchain but have not been provided by upper management. Taylor has said that he has asked upper management for the link since 5/17 but said due to a time difference he has not responded. 

Little backstory with me and Jackspay, I started depositing on 8/29/21, in under a year I've reached over 100,000$ USD in deposits and reached super VIP status and Jacks Inner Circle 3. In return, JacksPay and management have been more than generous with their custom tailored offers. Honestly makes every penny I spent worth it. My frustration currently is that even having reached this status or amount of deposits, I'm having a hard time reaching anyone apart from Taylor and when asking why my payouts are more than 3 weeks delayed, the only response I'm getting is they're having processing issues.

JacksPay has given me great custom offers and such but I in turn have wagered a lot with that. 13.8 million wagered in one month. Now the next two months following that was significantly fractions compared to that month, but evening it out, its still more than 4 million wagering a month. Our relationship has always been solid and so far this is the only road bump I've encountered and hopefully the last bump going forward.

Getting a little sidetracked now, in response to the post above, I have been able to "request" 20k+ in withdrawals, I have received $13,049 up to date, (13,549$ including the 500$ that was sent on their end, but it is missing currently.) 

Also, to cover my bases I have asked Taylor over and over if my account was at any risk of being blocked for any reason whether it be "bonus abuse" or for violating any of their terms of service. He has assured me that was not the case and that the issue is with their third party processor NGT. The only reason I even bothered to come on this forum was that it seems like the only way to get upper managements attention is by doing so. I hope that the fact that a member who has reached one of their highest status / tiers has to resort to posting on a casino review forum has some effect moving forward.

I have 3 separate more withdrawals that are 2500$ each, and one more that is 1533$. Along with the 500$ that is missing, that they've claimed to have sent.

Dear eskimocubee,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that the withdrawals are still pending inside your account without being processed, except for one that was processed on the 17th of May? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an 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

Correct. So after complaining on here plus LCB and few other forums, it seems I got the attention of management and was contacted by my VIP host that they paid out the 500. He provided the blockchain link of the transaction and shortly after I received the payout.

The 500$ was the one from April 20th. Now I have 4 more pending withdrawals that have not been processed yet either, ranging from May 1st to May 4th. Every time I've asked my VIP host, he has said that the processing lady isn't in, the processing lady has dental surgery, when she was in, that they're having problems with their third party processing / or they're extremely behind in payouts.

I've asked if I've violated any TOS or bonus abused, but I have screenshots with my VIP host on their LIVE CHAT SUPPORT saying that I have not done either, so I think I'm safe from being locked out of the blue.

Thank you for your prompt response. If you could raise the issue about the other 4 withdrawals I have, they are 2500, 2500, 2500 and 1533.

Please let me know anything else you need from me.

https://lcb.org/onlinecasinobonusforum/direct-casino-support/jackspaycasino-support-and-complaints-thread/75

Here is a link to the LCB forums with my daily updates if that helps.

Thank you very much, eskimocubee, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

No worries. They've paid out $1200 more. I have 3x 2500's left and one 333 left.

Honestly I don't know what to think currently. If they had no intention of paying I don't think they would've sent 1200 more, but at the same time why couldn't they have just paid the whole thing lol.

Hello eskimocubee,

Thank you for the update. I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite JacksPay Casino to join the conversation and participate in the resolution of this complaint.

Dear JacksPay Casino,

Can you please provide an update on the status of the player's withdrawals and when they can expect to receive them?

Kind regards,

Adam

Thanks for the update. I’m fine with the repercussions as long as I do get paid. I did fly off the handle and it is an appropriate response.

Thank you.

Dear JacksPay Casino,

Thank you for your response and for explaining the situation.

Dear eskimocubee,

Please keep us updated on the progress of your withdrawals.

Kind regards,

Adam

Hey there, the player was paid another withdrawal yesterday. We are also in touch with the player communication wise.

Best Regards

Jackspay Casino

Hey Adam, current status of withdrawals is 2x $2500 both from 5/1/22 and then I was asked by Taylor that management asked me to reverse and re withdraw in smaller increments, I think because they didn't have enough BTC to send so I have reversed and re withdrew twice one for $333 on 5/26/22 and the last one being 1500 for 5/30/22.

Thank you to both parties for maneuvering this to the finish line.

Will keep updated as I get paid, and I do confirm that I received the $1000 yesterday.

Thank you all for your responses.

Dear eskimocubee,

I am glad that there is some progress, we will keep the complaint open until you confirm you have received everything.

Kind regards,

Adam

Thanks Adam, will keep you updated.

Hey there, another update, player was paid another withdrawal

Best Regards

Jackspay Casino

Confirmed to the post above. Waiting for the last 3 now, the bigger ones, 2x 2500, and a 1500.

Thanks

Hello all,

Thank you for the updates. We will extend the timer for another 7 days.

Thanks Adam, I've tried reaching out to their support / management via email and I have actually gotten a response within the day.

I'm glad a lane of communication has opened for the remainder of this process.

Not sure what is happening currently. I've tried reaching out to my old host, he has just told me that they don't have the BTC to send currently. Have tried emailing upper management via support@jackspay.com to try to get some more information but has been a few days since I've been able to reach them.

Hoping to get a concrete update on what is happening on their end.

Dear Jackspay Casino,

Could you please provide an update on the situation?

Hey there. We have communicated with Elliott. We are working to get his withdrawals paid asap. Will provide update here as per above updates when withdrawals are sent.

Best Regards

Jackspay Casino

I have received a response from Taylor saying the same thing as before. As soon as they have funds that it would be sent. It has now been nearly over 1 month and 2 weeks since my withdrawal request.

I believe that they will pay out, but I am hoping to get a time frame because I've been hearing the same response for a while now, either they're having problem with their processor or that they need to reup.

Hope to get paid out something this week. Thank you.

I have been checking their BTC wallet address, and it doesn't seem like that they have been reupping at all, so I'm assuming no one is getting paid. I could be wrong though, they could have multiple addresses, but I have been receiving all of my withdrawals from this one, and there has been no activity on it since the 6th of June. 

Hey there. You are 100% getting paid. You said you werent getting paid 1 month ago and we have sent you 4 of your withdrawals. We will get you paid. We will update you as soon as we send and also update here with GURU.

Best Regards

Jackspay Casino

Okay, thanks for the update.

No worries, thank you for your patience. We get our bitcoin outsourced and with the market and some changes to our processing, it is taking longer then usual. We have paid out 1000s of players in a fast and courteous manor. We apologize you have had to wait so long and as soon as things are good on our end asap we will get these withdrawals paid off in full.

Best Regards

Jackspay Casino

Okay and realistically when can I expect anything else ? It doesn’t all have to be at once, honestly I would appreciate if I can even get one of the withdrawals by this week. It’s been two weeks since I’ve received anything and it’s been the same reason that you guys are having processing issues or something of that sort.

just some context on getting the same response from Taylor. I personally don’t understand how a business can have problems with their processing company for close to two months and be in the process of switching for that long. But I really hope to get this over with as soon as possible.

Hey there, we are going through some changes to our cashier which has caused a bit of a delay with our withdrawal process. We will have this sorted asap. We are busy and sometimes casinos experience technical delays. We will contact the player once his withdrawals are paid and will update the thread once he is paid.

We will also be banning the player due to abuse and threats made. This is not tolerated.

We are taking our time resolving the matter and we will in a timely fashion.

Best Regards

Jackspay casino

Agreed with getting banned and blacklisted. Would just like to get paid and close the page on this chapter.

Thanks

Thank you for the update Jackspay Casino.

I am going to extend the timer again, please continue to keep us abreast of the situation.

Kind regards,

Adam

Does Jackspay casino have an estimated time frame on when they will be able to pay out another installment of my withdrawals ?

Hey there. We do not have an update for you as of today. As soon as we can provide you with one. We will update you as we have.

Best Regards

Jackspay Casino

Updating GURU on the status of this. It's been 3 weeks since my last payment.

My host has been in touch with me via Signal App saying he would message me when he got an update. He didn't seem to be getting any updates because I had to constantly reach out. I understand him not reaching out because there isn't any news from higher ups. The problem has been the same, they've sent the wire to receive the funds but it has not come yet.

I've been religiously checking their BTC wallet to see when something would come in, and $1000 came in today. I have reached out to my host to ask if they could send that to me.

https://www.blockchain.com/btc/address/bc1qeeydfamc4gqkeeudvz7y5nv0z4h6f2w8wlgxzm

Would like an update if I can get any of that.

Thank you for the update, eskimocubee.

Dear Jackspay Casino,

Can you provide any further insight into the situation?

Hey there, updating Eskimo was paid a withdrawal today. We have been in communication and that hasen't changed. Eskimo was communicating with one of our agents outside of live chat. Eskimo has been notified that communications will happen in live chat or via email moving further as he was communicating in the middle of the night or not getting a response outside of our actual communication portal.

Best Regards

Jackspay casino

Confirmed that I was asked to break up a withdrawal into a smaller one and received 700$ of it.

I have also confirmed that I will be only reaching out via live chat or their e-mail.

Thank you to both parties.

Hello eskimocubee,

Could I ask you to provide an update on the situation? How much of your payment is still outsatnding?

Kind regards,

Adam

Hey Adam. We can answer that question. There is $5800.00 in pending withdrawals!

2 x $2500 and $800

We will update him and thread once paid in full and then blacklisting the player for threats and abuse.

Best Regards

Jackspay Casino

5800 is the outstanding balance. While I do appreciate getting something I just wish I am just paid the lump sum so I can move on with my life. It has been close to 3 months since the initial withdrawal request. The only updates I get are " we will message you when money comes in etc, the processing lady isn’t in today, we need to reup, we haven’t received the bulk btc we wired for, we are having banking issues, we are updating our cashier.

would like to see at least the 1500$ paid out by this week.

I meant the 800. Sorry 5 am here. I have 2x 2500 and one 800.

Doesn't seem like anything will be coming this weekend.

Today officially marks the 3rd month of initial pending withdrawals. The two 2500s were requested on 5/1/22.

I have refrained from reaching out via third party messaging app and have kept it to the live chat, but Taylor refuses to show up.

It seems like they're updating their site to a 4th of July theme, maybe fix what's wrong with your processing issue / banking issue before making those changes. I've been told that they have paid for their reup already but have not received it. Not sure how much truth there is to this statement. Would refrain any player to NOT play until the payment issues are fixed.

Hey there. We don't pay out withdrawals on weekend and its a holiday here today. On Monday, we will provide an update here and to Elliott.

Best Regards

Jackspay Casino

" Hey there, we have replied to Elliot and have been in communication with him. We will email the player when we are going to pay the player. He has been abusive and we will be reporting screenshots as evidence in the United States once hes paid. Best Regards Jackspay Casino "

" Hey there. Also this player has been paid in smaller incraments.  He is saying he has been waiting 2 months for a withdrawal which isn't true. We have paid him over 10k in withdrawals in the past few months and communicate with him.

Best Regards

Jackspay Casino  "

https://lcb.org/onlinecasinobonusforum/direct-casino-support/jackspaycasino-support-and-complaints-thread/105

https://lcb.org/onlinecasinobonusforum/direct-casino-support/jackspaycasino-support-and-complaints-thread/120

This is the latest "UPDATE" from JacksPay on the LCB board. They have claimed that I have not been waiting for over 2 months for a withdrawal and that is NOT true. I have attached screenshots time stamping the original date of my withdrawals. Their go to response is to either paint me out to be some liar and to continuously bring up the fact that I'll be banned and blacklisted. We're not children, yeah you made your point about that, I've accepted the fact, move on and get to the root of the problem and solve it.

While writing this, I've reached out to the live chat host and asked for an update. Agent has replied saying that they must respond to LCB this way to cover their bases for when they block me I don't say "i was blocked for no reason" or some shit. Okay, that's fine and makes sense. Agent has said that they have paid a wire to the BTC supplier and have been waiting weeks for it. Agent has asked me to wait for an E-MAIL for an update. Not sure how I feel about that, because every time I try to wait it out, I never hear anything.

Would like some intervention or a little kick in the rump to get things rolling again.

Hey there, we have spoken to Eliott as mentioned above and will email him when his withdrawals are paid.

Best Regards

Jackspay casino

Honestly, how long am I supposed to wait for this to be over?

This is month # 3 and they have yet to produce a single shred of evidence backing up their claim that they are actually having issues on their end. Prove some of the stuff that's coming out of your guys' mouth please, so people aren't left to assume.

Dear JacksPay Casino,

Can you provide further insight into the reason for the delays? Is there anything that can be done to speed up the payment process, or can you at least provide a timeframe within which the player can expect to receive a payment?

Kind regards,

Adam

Representatives from JacksPay are refusing to answer live chat.

Tried reaching out to my host via messaging app and live chat during business hours. No response.

Think they might be finally pulling the rug.

Hey there, we have responded to Eliott. He came into live chat and our agents were just starting their day.

In reference to a payout timeframe, we will update the thread and Eliott once he is paid.

Best Regards

jackspay Casino

they asked me to come into live chat, I think to ask me to break up another withdrawal into a smaller amount. i unfortunately was working and didn’t see the email in time. they have said to check back in the morning that we should be good for a small withdrawal.

will update if I receive anything.

Hey there, the player has been paid a withdrawal.

Best Regards

Jackspay Casino

Yes, they have paid a 175$ withdrawal. Now waiting on 5625$

Waiting on any news about the other withdrawals. At this rate think I’ll still be owed withdrawals at the end of the year. Asking for a concrete explanation, not another " will email when withdrawal paid, or will update when we hear" what are you guys waiting for? what is the hold up? what is the reasoning for breaking things up instead of lump sum paying it out so we can be done with this mess?

last update I’ve received that actually said something other than no update but not sure if they’re just pulling for time to drag it on. Can’t help but assume the worst because they never bring up concrete evidence to back up their reasoning.

Dear Jackspay Casino,

Your website states "withdrawals are paid within 5 business days"

and if using Bitcoin "Get paid within 4 days max!"

Can you please advise as to the reason for the delays the player is experiencing, and when they can expect to receive the rest of their payment?

Kind regards,

Adam

3 days since any communication with them. No response in live chat.

Would like to know if I’m still being paid or if this is the end.

And would also like an answer to Adam’s question please if you plan on even responding.

Hey there, we have updated the player. We deal with 1000s of players daily and sometimes we are tied up with other casino matters.

In regards to the reason we are delaying the withdrawal for this player. Feel free to email us at support@jackspay.com

Sometimes withdrawals are delayed for reasons outside of our area. We have been paying his withdrawals. We just haven't paid the player in full yet.

Best Regards

Jackspay Casino

Hey there, we have decided to " only " respond to you Adam in this thread with updates. Due to abuse we have blocked the player and will pay his withdrawals as soon as we can.

Best Regards

Jackspay Casino

So now they've finally locked my account on the website. There is no way for me to reach live chat anymore, nor am I able to access the withdrawals. I am unable to break up the withdrawals into smaller amounts if that was necessary.

Asking JacksPay if this is their way of cutting off all ties and refusing to pay the rest of the withdrawals.

updating thread. i was told am still being paid, so as long as that remains true I am okay with the account being closed.

Hello all,

Thank you for the updates and additional information.

Dear eskimocubee,

It seems that the only course of action at this point is to await your payments. Please do continue to keep us updated on any further developments. I will extend the timer for one more week, and we will see if there is any progress.

Kind regards,

Adam

I will await payment, but would like a typed guarantee that I will be getting the rest. Otherwise if they’re just planning on locking and not paying I will be taking whatever steps needed.

i have reached out to ask for confirmation on the withdrawals so I can rest assured but have not received a response for days. if they can respond here and guarantee payment I will wait to the best of my abilities.

Hey there, the player will get paid. Please rest assure that you will be paid and we will update the thread and GURU, once complete,

Best Regards

Jackspay Casino

Okay. Thanks. Support@jackspay emailed saying to wait to hear some good news this past weekend but the only news I got was my account being locked so was confused.

hoping to see some progress this week

have been updated this morning. editing post

Dear eskimocubee,

You stated in your last post that you have been updated? Has there been some progress with your payments?

Kind regards,

Adam

No progress. All they’ve done is lock my account and say they’ll pay but no progress. And no response to my recent emails unfortunately. This was the last email I’ve received and no news since then.

Hey there, no updates yet on Elliotts withdrawals. Thank you

Best Regards

Jackspay Casino

Wondering if this is just how it’s going to be and it’ll just be the same response of no updates for me. Been 2 weeks+ since a withdrawal.

Address: bc1qeeydfamc4gqkeeudvz7y5nv0z4h6f2w8wlgxzm | Blockchain Explorer

Their wallet that I've been receiving past withdrawals from has $1540 at this moment.

I have a withdrawal of $625 and two $2500s. So now it is known that they have a balance, not sure what the hold up is.

Hey there. We will provide an update when money is being sent and in this thread.

Best Regards

Jackspay Casino

Hello all.

We will extend the timer once more whilst we await a further update.

Kind regards,

Adam

Wondering if they’re still planning on paying. My live chat requests are being screened, Taylor refuses to respond. They have money in the BTC wallet that I’ve received many withdrawals from and they’re still refusing to pay out.

Hey there, unfortunately after this message, we will not be responding to this thread. We will update GURU privately once this player is paid.

Best Regards

jackspay Casino

Hey there, we have been advised to not respond anymore in response or any dealings with this player as this whole case has been reported. GURU please check your emails and Eskimo you will be notified once paid in full. Please do not contact us anymore as we will add this to your case.

Best Regards

Jackspay Casino

Dear eskimocubee,

As the casino has stated that they will no longer reply to this thread, there is nothing more that can be achieved by keeping it open and so we will close the complaint as 'unresolved'.

Unfortunately, there is no regulatory body to turn to as the casino has no license and doesn't refer to any ADR service.

Should there be any further progress with your payments or any other developments, please do not hesitate to contact me (adam.m@casino.guru), and the complaint can be reopened and updated as required.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I wish I could have been of more help.

Kind regards,

Adam

This complaint has been reopened at the request of the player.

Dear eskimocubee,

You have stated that you have received another payment from the casino and that another payment is due this week. Can you please confirm the amount that is now outstanding?

Kind regards,

Adam

Yes I have received 625 on 8/15 and wanted to give Jackspay a chance to raise their rating as they’ve been holding up their end. I have 5000$ remaining. I was told something would be coming this week but maybe something got delayed as it’s near the weekend and no news.

Hello eskimocubee,

Thank you for clarifying the situation. I will extend the timer for 7 days, please keep us updated on any further progress.

Kind regards,

Adam

Hey there, we had a long weekend here and were away from the office for 6 days!. Please close this thread. We will pay the player the remaining of his withdrawals when we can. Thank you and have a great day!!

Best Regards

jackspay casino

There is close to $4000 sitting in their wallet since the 2nd. I understand they had a long weekend, but was told I'd be paid last week. Would like for this to be open at least until one of the $2500's is paid out.

Also, in e-mail I've asked for

"Hi (name),

Do you think youll be able to get out the withdrawal today? Saw you guys got a bigger chunk.

Also, can you confirm the BTC address it's being sent to? 

Thank you, hope you have a good weekend. "

In return this morning

"Hey there, here is your update, long weekend here, just came in,

nothing in yet.

There you go

best regards".

Not sure why i'm being told nothing is in yet when there is.

Hello all,

The complaint was reopened at the player's request as they have still not received payment. Therefore, the complaint will remain open to allow all parties one more attempt at resolving this dispute.

Dear JacksPay Casino,

Please provide a timeframe in which the player can expect their next payment.

Kind regards,

Adam

Hey there, we can't provide an update at this time.

This will be the last response to this thread.

Best Regards

Jackspay Casino