The player’s withdrawal has been postponed for three weeks, as the casino processes her documents for the KYC (Know Your Customer) process. Player’s complaint is now resolved.
Jinni Casino - Player’s withdrawal has been delayed.
Amount: €35
Jinni Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
is since 23 october because of a payout of 35 euros around done.habe all documents sent when I log in account accounted for but constantly I should send new documents or documents that have already sent eh.
Automatic translation:
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4 years ago
Dear Silvia,
Thank you very much for submitting your complaint through our website. Please could you answer a few questions for me so that I can fully understand what the issue is? Was this your first withdrawal request? What method did you use?
Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. Please be patient. I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Have as in other casinos payout by bank statement submitted as I have also paid in. I was anyway 5 euros immediately attracted because the payment method is not common there. Was also very quickly set to the status edited and of course I thought that I as well as in chat The steward said I get my money in a week and that was on the 23rd of October.
Edited
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4 years ago
Dear Silvia,
I contacted Jinni Casino. Hopefully I will be able to help you with this case as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
Money was transferred today so you can view the complaint as done. Thanks for your effort
Edited
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4 years ago
Dear Ms. Wuschitz,
We are very sorry for the inconvenience that has occurred during your withdrawal process. We understand it was not pleasant for you and it did take more time than it usually does.
However, the company is required to follow regulatory guidelines and need the necessary requirements as specified in regards to "know your client" procedures.
It is in our best interested to optimize our service and our platform to the utmost level and we welcome any review as an opportunity to improve.
We are happy that you have received your winnings and wish you all the best.
Your Jinni
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