The player from Denmark requested a withdrawal, but it has not been processed yet. The customer service has not been helpful. The player was asked to provide the casino with documents for additional verification. The complaint was rejected because the player did not respond to our messages and questions.
Miami Jackpots Casino - Player's withdrawal has not been processed.
Amount: 4,400 kr.
Miami Jackpots Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi there!
I have completed a welcome bonus on Miami Jackpots and the money stands to be paid out.
I have uploaded and received approved ID and proof of address, which are the only two requirements, apart from NemID.
I have tried to contact customer service for 3 days - Both by email and in "live chat" (Which is not very live).
Is there a head office you can call? Or what do you recommend in this situation?
Thanks in advance! 🙂
Vh.
Thomas
Automatic translation:
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2 years ago
Dear gukkeren,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Before we move forward, could you please advise when exactly you requested this withdrawal? Have you received any confirmation regarding successful verification?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina - Thanks for your answer!
My problem is that when I try to withdraw the money, the website says that they are missing more documents
- But I have already submitted, and had my documents approved - They even confirmed it via email.
- And they respond to neither email nor live chat as to what error has occurred.
So we have not even started the transfer phase yet. I'm just posting a few pictures. 🙂
It just amazes me that in all communications they mention that their support team is always available ...
Vh.
Thomas
Automatic translation:
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2 years ago
Thank you for your reply, gukkeren. Do I understand correctly that you have provided all the required documents? Also, do I understand correctly that you have tried to contact the casino regarding this issue, but you have not received any explanation or further instructions?
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2 years ago
Translation
Hi Kristina
That is perfectly understood. 🙂
And have looked in my spam folder every day, and have logged in every day and looked at their "live" chat chat
But have received no communication other than two emails confirming that my documents were accepted.
Vh
Thomas
Automatic translation:
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2 years ago
Thank you very much gukkeren for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello, gukkeren,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Miami Jackpots Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Miami Jackpots Casino Team,
Could you please clarify the player's situation in more detail? Was the account verified? What steps should the player take in order to successfully verify their account and withdraw his winnings?
Thank you in advance for providing the information.
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2 years ago
Translation
Hi there.
They have finally contacted me, but now they are asking for a picture of my Dankort, where the 8-digits are hidden.
Fair enough - but there is not a single option to upload a picture of Dankort on the entire website.
They have tried to send me direct link to this mythological possibility, but it just brings me to their website. Tried to log in afterwards but it did not work. Tried to be logged in to another tap next to it - but no luck there.
I really do not understand their high rating as it has been the worst experience with my casino ever.
But I - Casinoguru - have been amazing. 5/5 stars! Thank you for your help
Automatic translation:
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2 years ago
I am sorry, gukkeren, but I am afraid I do not understand the current status of your issue.
Is there any progress? Did you try to access the casino's website on a PC? Is it possible to send the required data via email?
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2 years ago
Dear gukkeren,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
