JackWin Casino - Player’s withdrawal has been delayed for over a month.

I have been waiting a month to get paid my withdrawal of 110£, every time I contact customer they say can’t help me but will forward to relevant department, never hear back and all my documents are verified. This site is pure fraud

Dear Ross,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Is the withdrawal still pending in your account or it has been processed already?

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 really a 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

It’s more than a month now, BACs payment, I also excluded myself because I didn’t want to spend the money so don’t have access to my account, really appreciate your reply

also when I chat with them to resolve they don’t ask me the appropriate data protection questions when I am not logged into account so they essentially give my data away regarding action on my account, I have saved transcripts regarding this breach by them

Thank you very much, Ross, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

thanks so much

We will now try to contact JackWin Casino to join here and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Is there any update regarding the case on your side?

They are being irresponsible with progressing my compliant to stage 2, I am yet to receive money and they ignore all correspondence to them, am worried theft has taken place at this stage

I have yet to receive my payment even at this late stage

its been 2 months now, still nothing paid

Dear Ross,

Unfortunately, we haven't receive any answer from the casino yet. Please note if we won't get any answer from them within the next 10 days, the complaint will be closed as unresolved which could lead to casino's rating deduction.

I have been waiting 2 months, why do they get another 10 days

Dear Casino.Guru,

The casino teams have been in contact with the customer number of times, updating about the case. The complaint has been lodged and answered in full, too.

Unfortunately, the payment method that the customer used to deposit was not available to use again as the customer cancelled it. Therefore the process has taken longer due to the additional checks and manual payout. 

We have confirmed that the return of funds is taking place.

Sincerely,

JackWin

The process has taken 9 weeks so far so despite the manual withdrawal this is still not acceptable

Also, they refused to escalate my complaint to stage 2 just as a side note, ignored my emails for that the last 2 weeks, they also said on the 23rd December I would receive a payment within a few days. I can provide that email however it is now the 7th and Ihave still not received payment

Dear Ross,

I can understand it can be frustating that it takes so long, but as you see the casino is willing to cooperate and it is reasonable that if there was a problem with a payment method. All I can recommend to you is to follow the casino's instructions to make the withdrawal as fast as possible.

So almost 2 and a half months is reasonable for a manual withdrawal? Really?

i have done everything asked promptly from the beginning

Dear JackWin Casino,

Could you please keep us updated about the complaint? Any idea when should the player receive his money or will be able to witdhraw them?

Dear Casino.guru,

The funds have been manually paid out, as we have informed the player as well earlier. Hopefully, the player will receive it soon.

Kind regards,

JackWin

I have received the funds

Dear Ross,

Thank you for letting us know that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future again.

Best regards,

Nick

Casino.guru