The player from Sweden had been waiting for account verification after requesting a withdrawal of 1000 Euro from his winnings of 1900 Euro. He had submitted all required documents but had received no feedback in 48 hours and found customer support unhelpful. The Complaints Team acknowledged the player's frustration and set a timer for two weeks for the casino to complete the verification and process the withdrawal. However, due to a lack of response from the player to follow-up messages, the complaint was closed, with the option to reopen it in the future.
JinxCasino - Player’s withdrawal is delayed due to account verification.
Closed
Our verdict
Player stopped responding
Amount: 19,000 kr
JinxCasino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
Hello,
I am actually worried about my situation. I made a deposit of 500 Euro and did not choose any bonus and only played sports betting and won. Now I have 1900 Euro after many games and I have requested a withdrawal of 1000 Euro and am still waiting for my account to be verified.
I have sent all the information they ask for and I always get verified by other betting sites of my documents. But now it has passed 48 hours and still no feedback on the status of the verification.
live support is not very helpful and tells me to wait. I have sent to and have also asked support via email but no one has answered me, all I got when I emailed is that they have received my case.
When all this is done, I have also decided to give up gambling altogether, this is not sustainable in the long run.
I need help and they don't seem to verify my account which means they won't process my withdrawal.
Automatic translation:
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8 months ago
Dear Silverb,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay in verifying your account and processing your withdrawal request.
To help us clarify the situation, could you please let us know:
- The exact date and time when you requested the €1,000 withdrawal.
- Which documents you submitted for verification (e.g., ID, proof of address) and on what date you sent each.
- Any confirmation or reference numbers you received after uploading your documents.
- Whether the casino’s support team indicated any specific missing or incomplete information in your verification file.
- If you have copies of your email exchanges or screenshots of the live chat confirming receipt of your documents, you can forward them to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Translation
Hello,
I requested a withdrawal on April 28 at 09:39:21.
I emailed both to and April 28 at 11:36.
Then I got feedback from at 11:36 on April 28
Your request (310970) has been received and is being reviewed by our team. We will get back to you as soon as possible.
To add additional comments, reply to this email.
This email is a service from JinxCasino. Delivered by Zendesk
I sent several pictures of my passport, including a picture of me holding the passport next to my face, a pdf of the house electricity bill, and my visa card front and back, and my bank details for my IBAN, as well as proof of account for my bank. All betting sites accept my documents, never denied.
I will email you a screenshot of our conversation via live support.
They say the same thing all the time, I've contacted them several times. They don't help me. They say unfortunately wait, they have a lot to do, it's a high load, you have to excuse me but you will get an answer as soon as your verification is complete!
they are not helping. One of the support actually answered my question yes we hsr direct contact with the Kyc department it is so hard to ask how it is going. I mean it has been over 55 hours and according to their site it takes 48 hours!
I know they will mess it up and stop but I will never get my money!
I need help but it's so hard to solve it when you never get any feedback from them!
Automatic translation:
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8 months ago
Hi Silverb,
Thank you for the detailed follow-up.
I fully understand your frustration, especially given the time-sensitive nature of withdrawal and verification processes. You've clearly done your part by submitting all required documents and following up multiple times. I also appreciate you sharing the exact withdrawal request time and the communication you've received from the casino so far.
At this stage, I will set a timer for an additional five days, allowing the casino a total of two full weeks to complete the verification and process your withdrawal. This is a reasonable timeframe within industry standards. If there is still no development or response by then, we will step in and contact the casino on your behalf to escalate the matter.
Let’s stay hopeful and give the process a bit more time.
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7 months ago
Dear Silverb,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
