Spicy Jackpots Casino - Player's withdrawal is delayed.

I made a withdrawal request on June 30th and immediately verified my account, and yet my winnings still have not been paid. At first, they responded to emails but they don't anymore. Additionally, they were very rude in the chat, and today when I messaged them, I was "ignored." I regret not reading these reviews before making a deposit, as it seems they don't even have a license? Is there anything I can actually do about this? I can't even upload screenshots.

Dear mivare, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

This was my first time playing at this casino and I have passed the KYC check. I've collected my winnings with a bonus and wagered as I should.

Have you requested a withdrawal after you completed the wagering requirements of the bonus?

Yes, the deposit, the recycling of the winnings and the withdrawal request, all happened within a day and I really had to play for many hours to be able to recycle the winning amount.

I have played in other casinos and I know how to act when it comes to recycling.

I understand. Could you please advise if you received your winnings yet?

I have not got.

Where else can I make reviews or complaints about the casino in question? Aren't any authorities interested in those who are clearly deceiving their customers? What else can I do about my case?

Thank you very much, mivare, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Spicy Jackpots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you mivare for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spicy Jackpots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since we are unable to verify under which Curacao license the casino operates and doesn't refer to any ADR service, we don't know which gaming authority to turn to. If you wish to contact all of them I can share them with you via email. (peter.c@casino.guru)

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter